Job Vacancy Announcement - Open Records Unit Supervisor

Job Vacancy Announcement

Job Title: Open Records Assistant Supervisor

Job Code: GST123           Pay Grade : I

Open Records Unit – Headquarters-Atlanta (Fulton County)



Job Description, Responsibilities, Standards, and Qualifications

Job Description :
Works and communicates with the general public, internal customers and/or external customers to provide information and recommendations targeted to meet customer expectations. Resolves complicated issues involving customer service and/or researches governing policies, procedures or laws to respond to clients or visitors. Acts as a lead worker. Assures adherence to Open Records Statute.

Job Responsibilities & Performance Standards:

  • Performs job responsibilities with minimal supervision

  • Serves as job expert or organization resource in assigned areas

  • Carries a full caseload while serving as lead worker. Assures adherence to Open Records Statute.

  • Advises and assists customers, applicants, visitors, personnel and/or officials regarding regulations policies and procedures

  • Compiles statistics from source materials, such as call center records, production and sales records, quality control and test records, time sheets, and survey sheets

  • Generates written responses to customer inquiries

  • Performs research to provide information or respond to customer/visitor requests

  • Receives, analyzes, processes, mediates and responds to complaints, inquiries and requests for information and/or assistance received from the general public

  • Resolves complicated customer service issues (i.e. consumer protection issues, specific program complaints, tourism issues, legislative services, etc.), or direct customers to appropriate agency

  • Responds to customer inquiries from telephone calls, emails, and/or faxes

  • Retrieves computer records and enters or updates databases; prepares reports

  • Uses software applications to document calls made and received

  • Acts as Unit Manager when Manager is absent.


Sample Technical Competencies:

  • Knowledge of principles and processes for providing services

  • Ability to listen, understand and communicate with others in conveying information

  • Ability to maintain logs/records of unit activities

  • Ability to interpret, display and maintain information

  • Ability to analyze problems and resolve issues

  • Skill in the use of designated software programs

  • Ability to train others

  • Ability to motivate members of a high-performing team.


Entry Qualifications:
Bachelor’s degree from an accredited college or university AND Three years of lead/supervisory experience in a customer service setting communicating information OR Five years of lead/supervisory worker experience in a customer service setting communicating information OR Two years of experience required at the lower level Customer Service Rep 3 (GST122) or position equivalent.

Preferred Qualifications:

Experience responding to Open Records Requests.

Previous supervisory experience.


Application deadline: Open until filled


Instructions to apply for this position:

  1. Click on


Only applicants chosen for interview will be contacted. This is an unclassified position unless filled by a classified employee.


The Georgia Department of Public Safety is an Equal Opportunity Employer.  Employees and applicants will not be discriminated against on the basis of race, color, religion, gender, natural origin, age, disability or genetic information.