Christina Milewski

Job Summary
The Terminal Agency Coordinator (TAC) is responsible for managing and enforcing policies related to the use of criminal justice information systems. This role ensures that the agency and its personnel are in full compliance with all Texas DPS and FBI Criminal Justice Information Services (CJIS) Security Policy regulations.

Essential duties and responsibilities:

• System Compliance and Policy Enforcement: Act as the agency's point of contact for the Texas DPS on matters concerning criminal justice information access. Ensure the agency's adherence to the FBI CJIS Security Policy and all related system policies.
• User Management: Process and submit User Request Forms to the DPS for new personnel needing access to TCIC and NCIC systems. Assign appropriate system access roles based on job duties.
• Training and Certification: Monitor and track the completion of all required training and certifications for personnel who use TCIC/NCIC information. This includes the initial certifications and mandated re-certification tests.
• Audits and Validation: Oversee the agency's quality control and record validation programs. Review and correct any quality control messages received from TCIC/NCIC.
• Incident Investigation: Investigate and report any cases of system misuse to the DPS. Address and correct issues involving the Texas Law Enforcement Telecommunications System (TLETS).
• Record Management: Ensure criminal justice records are entered, modified, and removed according to TCIC/NCIC policies and that supporting documentation is available.
• Communication: Serve as the central hub for disseminating information from the DPS to agency personnel regarding system updates, policy changes, and other relevant announcements.

• Operated multi-line phone systems to manage incoming emergency and non-emergency calls.
• Coordinated communication between law enforcement, emergency services, and the public for efficient response.
• Maintained detailed records of calls and incidents in compliance with departmental procedures.
• Utilized computer-aided dispatch (CAD) software to track units in the field and relay critical information.
• Handled sensitive customer data with discretion, adhering to strict confidentiality protocols at all times.
• Managed high call volume while maintaining professionalism and composure during periods of peak demand.
• Implemented process improvements that led to increased workflow efficiency within the telecommunications department.
• Assisted in the development of training materials to ensure new hires were well-prepared to handle telecommunications tasks.
• Ensured compliance with regulatory requirements related to telecommunications systems operations and security measures while maintaining a safe working environment.
• Coordinated with other departments for seamless troubleshooting efforts, fostering strong cross-functional relationships within the organization.
• Assisted management in evaluating employee performance through monitoring calls and providing constructive feedback as needed.
• Contributed to the development of long-term strategies for optimizing telecommunications systems performance, aligning with organizational goals and objectives.
• Efficiently managed resources, utilizing appropriate staffing levels based on anticipated call volumes and demands.
• Provided comprehensive support for various telecommunication systems, including VoIP, SIP Trunking, and TDM technologies.
• Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.

• Managed communication between departments to streamline operations and enhance information sharing.
• Assisted in the development of training materials for new staff, fostering a comprehensive onboarding process.
• Assisted in community education initiatives to strengthen relationships between law enforcement and local residents.
• Developed standard operating procedures for administrative tasks, enhancing workflow efficiency across multiple divisions.
• Facilitated effective communication between departments, ensuring timely completion of tasks and optimal workflow management.
• Received and reviewed daily reports for distribution.
• Managed multiple projects simultaneously, ensuring deadlines were met and expectations exceeded.
• Resolved conflicts as they arose by mediating discussions between team members and clients, fostering a positive working environment for all parties involved.
• Mentored junior staff in agency procedures, strengthening overall team performance and cohesion.
• Networked and assisted county, state and federal government agencies.