EMERGENCY 911 OPERATOR

About the role

This position reports to the Emergency Communications Center located at 2000 Radcliff Drive, Cincinnati, Ohio 45204. This employee provides telephone and text assistance to individuals who are calling or texting for Police, Emergency Medical Services, Fire, and/or other City Services, and provides emergency medical, police, and fire pre-arrival instructions over the phone.

Answers telephone requests for general information, and referrals. Employee works in a call center operation (the Emergency Communications Center) alongside staff who are responsible for dispatching first responders in Cincinnati. The center is a 24/7 operation, and the employee may be required to work a day or night shift schedule.

Responsibilities

• Processes a high volume of calls and texts, rapidly obtaining pertinent information for each situation and relaying the information from the calls to the correct dispatcher or agency by entering it into the Computer Aided Dispatch (CAD) system accurately.
• Maintains a positive attitude and conducts oneself in a professional manner at all times.
• Works independently in interviewing the caller to accurately assess the urgency of the incident and the proper response required by Fire and/or Police.
• May perform queries on suspects, license plates, etc., for Police Officers using a computerized crime information system.
• Transfers appropriate calls to other 911 police and fire jurisdictions.
• Maintain familiarity with the Standard Operating Procedures and appropriate manuals that provide knowledge of Communications Center operations and procedures.

Requirements

• Knowledge Of Basic business English, including spelling, grammar, punctuation, and sentence structure.
• Basic Problem solving techniques.
• Methods needed to gather relevant information from callers by asking appropriate questions.
• City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency.
• Functions of non-city agencies in order to refer complaints, problems, and emergencies to other agencies and companies.
• Microsoft Windows Operating System.
• Operate a computer keyboard with speed and accuracy to key in information in report format.
• Operate appropriate computer equipment; properly use all related hardware and software.
• Operate digital mapping systems.
• Effectively utilize hearing impaired equipment.
• Use a headset to place and answer telephone calls.
• Distinguish between emergency and non-emergency calls and effectively prioritize calls for service.
• Recall important information obtained from callers about emergencies.
• Condense large amounts of information into readable, sensibly typed remarks in a timely manner and have the ability to recall numerous acronyms and codes essential to appropriate call processing.
• Communicate clearly and concisely, both orally and in writing.
• Type information with speed and accuracy.
• Type and talk simultaneously and spell correctly.
• Use critical thinking skills to make quick decisions.
• Learn the City’s general geographic areas and utilize reference materials such as maps and street locators.
• Communicate effectively with members of the Police and Fire Departments and with the general public.
• Stay calm and exercise good judgment in stressful situations which may extend for a considerable amount of time.
• Remain calm when dealing with frightened, hysterical, and angry callers.
• Deal with sensitive information in a discreet and professional manner and maintain confidentiality of information obtained in the course of employment.
• Work effectively in a disciplined environment with close supervision and carry out lawful orders according to policies.
• Work in a team environment and work well with others.
• Maintain a positive attitude and conduct oneself in a professional manner at all times.
• Read and follow written directives including Standard Operating Procedures, Special Orders, and training materials.
• Observe and comply with the laws of the city, county, state and country.
• Provide constructive process and procedure improvement suggestions.
• Meet the minimum training standards and successfully complete the training program.
• Testify at court hearings, when required.
• Work 12-hour shifts, and occasionally up to 16-hours, including rotating and swing shifts, weekends, and holidays.
• Observe and comply with the laws of the city, county, state and country.
• Provide constructive process and procedure improvement suggestions.
• Meet the minimum training standards and successfully complete the training program.
• Testify at court hearings, when required.
• Work 12-hour shifts, and occasionally up to 16-hours, including rotating and swing shifts, weekends, and holidays.

Qualifications

• In addition to the Knowledge, Skills and Abilities requirements of the Customer Relations Representative (ECC).
• One year of full-time responsible employment involving public contact including a high degree of customer service, telephone, and computer keyboarding duties.
• A High School Diploma or GED by the time of appointment.
• Ability to work 12-hour shifts including rotating, permanent relief, or swing shifts, holidays.
• Subject to mandatory overtime requirements as needed, and is considered an essential position.
• Must be able to obtain and maintain the certifications necessary to access local, state and federal criminal justice databases.
• Must be able to obtain and maintain the certifications necessary to perform call-taking functions at the Emergency Communications Center.
• Possession of High School Diploma or GED is required at the time of hire.

Skills

• Knowledge Of Basic business English, including spelling, grammar, punctuation, and sentence structure.
• Basic Problem solving techniques.
• Methods needed to gather relevant information from callers by asking appropriate questions.
• City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency.
• Functions of non-city agencies in order to refer complaints, problems, and emergencies to other agencies and companies.
• Microsoft Windows Operating System.
• Operate a computer keyboard with speed and accuracy to key in information in report format.
• Operate appropriate computer equipment; properly use all related hardware and software.
• Operate digital mapping systems.
• Effectively utilize hearing impaired equipment.
• Use a headset to place and answer telephone calls.
• Distinguish between emergency and non-emergency calls and effectively prioritize calls for service.
• Recall important information obtained from callers about emergencies.
• Condense large amounts of information into readable, sensibly typed remarks in a timely manner and have the ability to recall numerous acronyms and codes essential to appropriate call processing.
• Communicate clearly and concisely, both orally and in writing.
• Type information with speed and accuracy.
• Type and talk simultaneously and spell correctly.
• Use critical thinking skills to make quick decisions.
• Learn the City’s general geographic areas and utilize reference materials such as maps and street locators.
• Communicate effectively with members of the Police and Fire Departments and with the general public.
• Stay calm and exercise good judgment in stressful situations which may extend for a considerable amount of time.
• Remain calm when dealing with frightened, hysterical, and angry callers.
• Deal with sensitive information in a discreet and professional manner and maintain confidentiality of information obtained in the course of employment.
• Work effectively in a disciplined environment with close supervision and carry out lawful orders according to policies.
• Work in a team environment and work well with others.
• Maintain a positive attitude and conduct oneself in a professional manner at all times.
• Read and follow written directives including Standard Operating Procedures, Special Orders, and training materials.
• Observe and comply with the laws of the city, county, state and country.
• Provide constructive process and procedure improvement suggestions.
• Meet the minimum training standards and successfully complete the training program.
• Testify at court hearings, when required.
• Work 12-hour shifts, and occasionally up to 16-hours, including rotating and swing shifts, weekends, and holidays.
• Observe and comply with the laws of the city, county, state and country.
• Provide constructive process and procedure improvement suggestions.
• Meet the minimum training standards and successfully complete the training program.
• Testify at court hearings, when required.
• Work 12-hour shifts, and occasionally up to 16-hours, including rotating and swing shifts, weekends, and holidays.

Benefits

The City of Cincinnati offers its employees competitive salaries and a comprehensive benefit package designed to actively attract and retain quality employees' to add additional value to the City of Cincinnati's workforce. A summary of these benefits for full-time employment is listed below.

Pay

Salary range: $24.00 - $30.00 per hour, depending on experience and qualifications.

Schedule

Rotating, permanent relief, or swing shifts, weekends, and holidays.