CJIT-CALL TAKER

MARTA Police Department 9-1-1 Communications Center operates 24 hours a day, 365 days a year. Shift work is mandatory. Shift assignments are determined at time of employment and based on the operational needs of the center.

About the role

Serves as the first point of contact for emergency and non-emergency calls for police, fire, emergency medical situations, and customer service. Uses discretion to prioritize calls (determining nature, location, and other relevant information) to establish the most appropriate response solution. Extracts viable information from distraught, irate, and/or confused persons, monitors alarms, CCTV, and weather radio activation, and accurately records this information via the CAD (Computer Aided Dispatch) system while maintaining composure.

Responsibilities

• Serve as the first point of contact for emergency and non-emergency calls for police, fire, emergency medical assistance, and customer service.
• Use specialized equipment or services, such as the public address system, to communicate effectively with MARTA patrons.
• Prioritize calls by determining nature, location, and other relevant information to establish the most appropriate response solution.
• Effectively and accurately record information while maintaining composure during stressful situations.
• Receive and prioritize calls, determining relevant details such as nature and location.
• Assist MARTA patrons by providing entry through faregates or issuing transfers from remote sites.
• Record relevant information, such as descriptions of suspects, and distribute to radio operators or other staff when needed.
• Operate non-emergency radio communications systems, relaying information to police, fire, emergency medical services, other jurisdictions, and station managers.
• Respond to field units and station managers' requests according to standard operating procedures.
• Record pertinent call information via CAD (Computer Aided Dispatch) system, including dispatch arrival and completion times.
• Operate NCIC (National Crime Information Center) and GCIC (Georgia Crime Information Center) computer information systems for verifying or entering data.
• Monitor alarm and CCTV systems.
• Perform other duties as assigned.
• Serve as backup support to the Customer Services branch.

Requirements

• Must be at least 18 years of age and have a high school diploma or equivalent.
• Two years of customer service work experience in a telephone service center preferred or desired.
• Ability to quickly and effectively record information and maintain composure during stressful situations.
• Ability to perform efficiently while multitasking.
• High-level verbal communication skills.
• Ability to learn and understand NCIC/GCIC rules and regulations in a relatively short period of time.
• Ability to use discretion to prioritize emergency levels of response.
• Must pass the CritiCall assessment.
• Must obtain and maintain Basic Communications Officer and Criminal Justice Information System (CJIS) certifications.
• Must pass an official background investigation, including a criminal history records check.
• Must pass a physical examination, including drug/alcohol screening.
• Must sign an Awareness Statement issued by the GCIC concerning the dissemination of criminal history information.
• Must read and observe the requirements of the Drug & Alcohol policy; violation may result in termination.
• This position is identified as SAFETY SENSITIVE.

Selection Process

The selection process may include one or more components to demonstrate applicants’ knowledge, skills, and abilities in job-related areas. These may include exercises such as practical demonstrations, written communications, oral interviews, and/or competency assessments.

Pay

$40,413 – $60,620 per year