Case Manager, L1, Police

POSITION SUMMARY:

The Case Manager, Level 1 works within the Police Department's Professional Standards Unit to support the intake, coordination, tracking, and administration of cases and investigations involving department personnel and members of the public. The position serves as a point of contact throughout the complaint process, maintains assigned caseloads, communicates case status and related information, and works with unit supervisors and investigators to facilitate timely and effective case processing. The position also performs research, analysis, reporting, records management, and other administrative functions supporting Professional Standards operations, including personnel background investigations, regulatory reporting, accreditation activities, and department policy development and revision. The position requires the exercise of independent judgment and discretion in handling sensitive and confidential law enforcement and personnel information and contributes to effective communication and relationships between the Police Department and the community.

ESSENTIAL JOB FUNCTIONS AND DUTIES:

The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Coordinates the intake, assignment, tracking, and ongoing administration of Professional Standards cases and complaints; maintains case information and communicates with department personnel and members of the public regarding case status and applicable processes.
• Assists individuals seeking to raise concerns or file complaints with the Police Department; gathers relevant information, explains available processes, and facilitates appropriate referral or follow-up within the Professional Standards Unit.
• Works with Professional Standards supervisors and investigators to support the review and processing of cases, including identifying and organizing relevant information, documentation, records, video footage, and other available sources of information.
• Provides administrative and case management support for investigations, including maintaining electronic case files, monitoring required documentation, tracking case activity, proofreading reports, and supporting timely completion of established processes.
• Maintains Professional Standards records and ensures investigations and supporting documentation are accurately entered, organized, and maintained within applicable electronic records and case management systems.
• Serves as the department's liaison with the Massachusetts Peace Officer Standards and Training (POST) Commission; prepares and submits investigations and corresponding documentation in accordance with state regulations and established deadlines.
• Conducts research, compiles data, and prepares recurring and special reports concerning Police Department operations and practices, including use of force, motor vehicle pursuits and accidents, bias-based policing, and other required performance or regulatory measures.
• Supports departmental quality assurance, accreditation, and compliance activities by compiling information, maintaining documentation, tracking applicable requirements, and assisting with reporting and related administrative processes.
• Contributes to the department's maintenance of Commission on Accreditation for Law Enforcement Agencies (CALEA) Advanced Level accreditation by assisting the Accreditation Manager with assessing compliance with applicable standards, tracking applicable requirements and review cycles, and preparing for periodic assessments, while ensuring that sensitive and confidential information is appropriately protected.
• Assists with the review, development, and revision of Police Department policies and procedures by researching relevant information, coordinating documentation, and supporting updates necessary to address operational, accreditation, or regulatory requirements.
• Supports personnel background and selection processes, including conducting or coordinating Criminal Offender Record Information (CORI) checks, maintaining required documentation, providing administrative assistance to background investigators, and facilitating orientation and selection activities.
• Conducts monthly Criminal Justice Information System (CJIS) driver's license audits for all sworn personnel and for professional staff authorized to operate department motor vehicles; documents results and notifies appropriate supervisors of any issues identified.
• Serves as a liaison with department personnel, members of the public, and other stakeholders regarding Professional Standards matters, requiring discretion, professionalism, and appropriate handling of sensitive and confidential information.
• Performs related duties and participates in special projects in support of the Professional Standards Unit as assigned.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS:

Education/Experience

• Bachelor's degree from an accredited college or university, with major coursework in Criminal Justice, Criminology, Police Administration, or related field or the equivalent combination of education, training, and experience required; master's preferred.
• Demonstrated ability to work as part of a team as well as being highly self-directed.
• Some experience in research and analysis using automated records systems is essential. Excellent communication skills, verbal and written are required. Excellent, negotiation, organizational, planning and management skills required.
• Because of the sensitive nature of the information handled, a successful background investigation is required.

Knowledge, Skills, and Abilities:

• Knowledge of the procedures necessary in locating and organizing information from varied sources.
• Skill in data entry, case management documentation, and maintaining accurate records in applicable program databases.
• Familiarity with basic police methods and procedures, with an emphasis in community policing.
• Proficiency with Microsoft Office applications and willingness to learn program-specific case management systems.
• Excellent verbal and written communication skills, including the ability to explain complex information clearly and adapt communication style to diverse audiences.
• Ability to manage a caseload, plan and prioritize work, meet documentation and reporting deadlines, and maintain organizational systems.
• Ability to work independently and collaboratively as part of a multidisciplinary team in a fast-paced, multi-program environment.
• Ability to exercise sound judgment, discretion, and ethical practice in complex, sensitive, or urgent client situations.
• Ability to interact effectively and sensitively across cultural, racial, age, language, socioeconomic, and other differences.
• Demonstrated ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.

SUPERVISION RECEIVED:

Works under the general direction of a Designated Supervisor, exercising independent judgment within established policies and procedures. Work is reviewed through regular supervision, case conferences, case record audits, quality of case management services, and compliance with program requirements.

SUPERVISION EXERCISED:

This position has no formal supervisory responsibilities, but may provide functional guidance and task direction to interns or volunteers as assigned.

WORK ENVIRONMENT:

Work is performed primarily in a standard office environment with regular use of telephones, computers, printers, case-management systems, and other office equipment. The position involves frequent interaction with clients, staff, community partners, shelter providers, landlords, and service agencies, and may include frequent walk-ins, urgent client needs, case conferences, meetings, and appointments in the community. The position may be required to respond to or support off‑hour emergency situations.

PHYSICAL DEMANDS:

Work is primarily office-based, requiring regular computer use and the ability to access, input, and retrieve information electronically. The position requires frequent communication in person and by telephone; close visual attention when reviewing case records, applications, documentation, and reports; and the ability to travel throughout Cambridge for meetings, appointments, home visits, and housing-related activities. The position may require occasional standing, walking, bending, reaching, and lifting or carrying materials weighing at least 10 pounds.

REQUIRED DOCUMENTS:

Please upload the below documents to complete your application:

• Resume
• Cover Letter

The City of Cambridge''''s workforce, like the community it serves, is diverse. Applicants must have the ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.