Job: Divisional Court Services Officer – Witness Support (Court Services) Unit

The Divisional Court Services Officer reports to the Court Manager/Assistant Court
Manager/Senior Officer at the assigned location and is responsible for the provision of
information and support services for witnesses and customers attending the Court or
administrative buildings. The Divisional Court Services Officer may be assigned to any of the Judiciary locations.

• Receives and directs customers to public areas within the court.
• Processes requests and disseminates information on the status of court matters in
  keeping with established policies and procedures.
• Ensures that areas specifically designed for the display of court approved printed
  materials/information are well stocked and updated.
• Disseminates informational material to all customers of the Court.
• Maintains a comfortable and supportive environment for the Court’s customers.
• Ensures that the telephone system is always manned.
• Prepare monthly status reports on matters related to customer service and other support services.
• Provides assistance in organizing outreach educational programmes.
• Assists with the organization of meetings, workshops and seminars being executed by the Unit for the Court or administrate unit.
• Administers customer feedback surveys to facilitate the continuous improvements of the Witness Support and Court Services Unit.
• Adheres to customer service standards.
• Receives information about witnesses and acts as a point of contact to provide support to internal and external customers.
• Arranges Court visits for witnesses, orients them about the court processes and the role of different actors in the Court, provides them with any relevant information, keeps them informed about the progress of theirs case, and provides referral information for ongoing support.
• Conducts tours of the court and administrative facilities.
• Creates and maintains files for each child/customer (who becomes a customer of the Witness Support Unit) and enters information on the Case Management Information System (CMIS).
• Ensures that matters referred to the Unit are treated with the highest level of integrity and confidentially.
• Performs clerical and administrative tasks as assigned.
• Develops and maintains effective relationships with all internal and external customers.
• Performs related duties as may be required.

• Familiarity with the Rules of Court, key pieces of Legislation.
• Knowledge of court operations and process.
• Knowledge of case flow management.
• Knowledge of customer service standards for Courts.
• Must be able to make customer service a priority.

• Ability to work with judicial officers and staff of the Judiciary.
• Ability to identify legal documents.
• Be able to work with children and other customers.
• Ability to perform in a facilitative role confidentially and with
  cultural sensitivity.
• Demonstrate keen attention to detail.
• Possess the ability to inspire trust and confidence in the Court.
• Be able to observe safety and security procedures.
• Ability to provide information clearly and concisely both orally
  and in writing.
• Ability to use technology as a productivity enhancing tool.
• Ability to adhere to performance standards.
• Proficient in the use of Microsoft Office Suite.

• Training as evidenced by the possession of five (5) GCE/CXC O’ Level subjects (including English Language).
• Certificate in Public Administration or Public Relations or a similar certificate programme.
• Experience working in a similar job.
• Successful completion of the Orientation to Court Processes Course will be an asset.
• Any other equivalent combination of training and experience will be considered.