911 Operator

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee performs their roles based on our vision, mission, and values.

About the Role

The 911 Operator is responsible for receiving emergency and non-emergency calls for service over the telephone and by other means, employing appropriate call screening protocols, and responding to those calls by dispatching the appropriate public safety resources. This position interacts with other public safety dispatch centers in the answering and transferring of calls and incident information, and maintains communications with field personnel in law enforcement, fire, and EMS agencies. This position is required to respond appropriately to requests for services and information from field personnel.

Responsibilities

• Answer all incoming emergency and non-emergency calls to TPD via 10-Digit Telephone Lines, Emergency and Non-emergency 1212 lines from internal sources.
• Monitor back-up radios (2 frequencies).
• Monitor ELERTS system and radios and answer telephones to obtain information regarding reported emergencies.
• Determine nature of response, call in required personnel, and dispatch appropriate fire, police, and other emergency response personnel to the emergency scene.
• Relay messages to various Department personnel and departments regarding emergencies.
• Call in assistance from other communities in accordance with established procedures and protocols.
• Respond to non-emergency calls, providing information and assistance, and refer callers to the appropriate department and/or employee.
• Act as liaison between local and neighboring municipalities and the public utility for reporting emergency situations, needed repairs, and loss of service.
• Dispatch calls for service via the TPD’s radio system.
• Enter calls for service via the TPD’s CAD Records Management System.
• Perform related duties and projects assigned. Additional responsibilities may include focus on one or more departments or locations.

Requirements

• A high school diploma or equivalent (G.E.D.) from an accredited institution.
• Possess a polite but authoritative telephone voice and manner, as well as the ability to understand and skillfully manage emergency and business callers.
• Ability to be understood clearly by others over radio and telephone circuits, to accurately record the detail of telephone and radio conversations, and to remain calm under the pressure of emergencies, aggressive or emotional callers, peaking workloads, and multiple (simultaneous) responsibilities.
• Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.
• Simultaneously process information from multiple sources (verbal, text, and video) and keep information clear.
• Recall details and record information/numbers quickly and correctly.
• Communicate effectively and professionally, both orally and in writing.
• Work collaboratively and cooperatively with co-workers and personnel from customer agencies.
• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship/co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team.
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless a current student or recent graduate), including overall employment, job performance, discipline, and safety records.
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and/or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and/or locations assigned, directed, or necessary for this position, including up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.

Preferred Experience & Skills

• Previous dispatcher or telecommunicator experience.
• Proficiency in Spanish or Haitian-Creole.

Benefits

Intern/Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern/co-op commutes to work, at no cost.

Schedule

This position requires the ability to work all shifts and/or locations assigned, including up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may impact service or safety.