EMSD Call Taker
City of New York · Queens, NY · 1 mo ago
Management$43k–$70k/yrFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the posting.
First, we have a description: "NYCHA’s Emergency Management & Services Department (EMSD) is responsible for preparing, supporting, and responding to all emergencies and hazards that could impact essential services and daily operations, including large-scale disasters. EMSD diligently cultivates a comprehensive preparedness framework through planning, training, and exercises to minimize vulnerabilities and foster resilience among NYCHA's residents, staff, and stakeholders, aiding in recovery from potential disruptive events. Moreover, EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations to ensure continuous support beyond daytime staff hours."
Then "Position Summary The Customer Information Representative is the primary point of contact between the Emergency Communications Center and EMSD's field maintenance teams. This role ensures that all maintenance-related incidents, service requests, and emergencies are logged, prioritized, and dispatched accurately. The CIR takes on responsibilities in coordination, incident tracking, and communication flow, ensuring maintenance crews receive complete, timely information to perform their work efficiently and safely."
Then "Core Responsibilities" with bullet list.
Then "Standards of Communication" bullet list.
Then "Readiness & System Management" bullet list.
Then note about civil service list etc. That's metadata.
Then "Additional Information" about interagency transfers, benefits etc.
Then "CUSTOMER INFORMATION REP - 60888 Minimum Qualifications" with details.
Then "Preferred Skills" list.
Then "55a Program" note.
Then "Public Service Loan Forgiveness" note.
Then "Residency Requirement" note.
Then "Additional Information" about equal opportunity.
Then salary: "$43,477.00 – $70,085.00"
We need to produce sections: About the role (maybe from first paragraph and position summary). Responsibilities (core responsibilities, standards of communication, readiness & system management). Requirements (maybe minimum qualifications). Qualifications (maybe same as requirements? Could combine). Skills (preferred skills). Benefits (benefits mentioned: medical coverage plans, deferred compensation plans, defined pension benefit plan as member of NYCERS). Pay (salary range). Schedule (maybe mention 24/7 shift environment, nights, overnights, weekends, holidays). Also note about shift environment in preferred skills.
We must not repeat job title as heading. No Job ID/requisition numbers as headings. We can include minor metadata in short p or drop.
We must not include boilerplate like EEO, navigation, legal, etc. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions.
Thus we should exclude the equal opportunity paragraph, the Public Service Loan Forgiveness, the 55a Program note? Actually 55a Program is specific content about eligibility; we might include it under a section? Not a standard heading; maybe we can include as a paragraph under Additional Information? But we only output sections for headings we have. Could include a short p for that info, but not as heading.
We must preserve all substantive information; do not invent or summarize away detail. So we need to include the details about benefits, pay, schedule, qualifications, responsibilities, etc.
We need to avoid filler like "commensurate with experience". Not present.
We need to ensure we don't create sections with placeholder text.
Thus we will produce sections:
-
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the posting.
First, we have a description: "NYCHA’s Emergency Management & Services Department (EMSD) is responsible for preparing, supporting, and responding to all emergencies and hazards that could impact essential services and daily operations, including large-scale disasters. EMSD diligently cultivates a comprehensive preparedness framework through planning, training, and exercises to minimize vulnerabilities and foster resilience among NYCHA's residents, staff, and stakeholders, aiding in recovery from potential disruptive events. Moreover, EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations to ensure continuous support beyond daytime staff hours."
Then "Position Summary The Customer Information Representative is the primary point of contact between the Emergency Communications Center and EMSD's field maintenance teams. This role ensures that all maintenance-related incidents, service requests, and emergencies are logged, prioritized, and dispatched accurately. The CIR takes on responsibilities in coordination, incident tracking, and communication flow, ensuring maintenance crews receive complete, timely information to perform their work efficiently and safely."
Then "Core Responsibilities" with bullet list.
Then "Standards of Communication" bullet list.
Then "Readiness & System Management" bullet list.
Then note about civil service list etc. That's metadata.
Then "Additional Information" about interagency transfers, benefits etc.
Then "CUSTOMER INFORMATION REP - 60888 Minimum Qualifications" with details.
Then "Preferred Skills" list.
Then "55a Program" note.
Then "Public Service Loan Forgiveness" note.
Then "Residency Requirement" note.
Then "Additional Information" about equal opportunity.
Then salary: "$43,477.00 – $70,085.00"
We need to produce sections: About the role (maybe from first paragraph and position summary). Responsibilities (core responsibilities, standards of communication, readiness & system management). Requirements (maybe minimum qualifications). Qualifications (maybe same as requirements? Could combine). Skills (preferred skills). Benefits (benefits mentioned: medical coverage plans, deferred compensation plans, defined pension benefit plan as member of NYCERS). Pay (salary range). Schedule (maybe mention 24/7 shift environment, nights, overnights, weekends, holidays). Also note about shift environment in preferred skills.
We must not repeat job title as heading. No Job ID/requisition numbers as headings. We can include minor metadata in short p or drop.
We must not include boilerplate like EEO, navigation, legal, etc. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions.
Thus we should exclude the equal opportunity paragraph, the Public Service Loan Forgiveness, the 55a Program note? Actually 55a Program is specific content about eligibility; we might include it under a section? Not a standard heading; maybe we can include as a paragraph under Additional Information? But we only output sections for headings we have. Could include a short p for that info, but not as heading.
We must preserve all substantive information; do not invent or summarize away detail. So we need to include the details about benefits, pay, schedule, qualifications, responsibilities, etc.
We need to avoid filler like "commensurate with experience". Not present.
We need to ensure we don't create sections with placeholder text.
Thus we will produce sections:
- About the role
with paragraphs summarizing the department description and position summary.
- Responsibilities
with - for each duty: combine core responsibilities, standards of communication, readiness & system management.
-
Requirements
maybe for minimum qualifications.
- Qualifications
maybe duplicate? Could combine but instructions say prefer few substantive sections over many thin ones. Could merge Requirements and Qualifications into one? But they are separate headings allowed. However we could just have one section "Qualifications" that includes both minimum qualifications and preferred skills? But they also have Skills heading. Better to follow typical: Responsibilities, Requirements (minimum qualifications), Skills (preferred), Benefits, Pay, Schedule. About the role maybe.
Thus we will have:
About the role
Responsibilities
Requirements
Skills
Benefits
Pay
Schedule
We need to ensure each section has real content.
Now extract content.
About the role: combine first paragraph about EMSD and position summary.
Paragraph: "NYCHA’s Emergency Management & Services Department (EMSD) is responsible for preparing, supporting, and responding to all emergencies and hazards that could impact essential services and daily operations, including large-scale disasters. EMSD diligently cultivates a comprehensive preparedness framework through planning, training, and exercises to minimize vulnerabilities and foster resilience among NYCHA's residents, staff, and stakeholders, aiding in recovery from potential disruptive events. Moreover, EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations to ensure continuous support beyond daytime staff hours."
Position summary: "The Customer Information Representative is the primary point of contact between the Emergency Communications Center and EMSD's field maintenance teams. This role ensures that all maintenance-related incidents, service requests, and emergencies are logged, prioritized, and dispatched accurately. The CIR takes on responsibilities in coordination, incident tracking, and communication flow, ensuring maintenance crews receive complete, timely information to perform their work efficiently and safely."
We can combine into one or two paragraphs.
Responsibilities: list items:
From Core Responsibilities:
- Incident Intake & Dispatch:
* Receive maintenance service requests and emergency notifications via Maximo internal system, supervision instruction/directives.
* Accurately capture incident details on productivity sheets, including location, hazard type and disposition.
* Assign work orders to the correct maintenance unit based on location, availability and urgency level.
* Dispatch work to field crews using ECC-approved protocols and priority codes.
- Field Communication:
* Serve as the communication hub between the ECC and EMSD field maintenance staff.
* Relay critical updates, special instructions, and safety advisories in real time.
* Confirm crew arrival, progress, and job completion, update records accordingly.
- Incident Tracking & Documentation:
* Maintain real-time status of all active work orders and emergency repairs.
* Log start times, completion times, and any delays or resource needs.
* Capture before-and-after conditions reported by the field, question teams if information is not provided.
* Escalate unresolved or recurring issues to the ECC Supervisor.
* Ensure that productivity sheets are completed in full.
- Standards of Communication:
* Use clear, concise language with maintenance staff; avoid unnecessary jargon.
* Confirm understanding of work assignments before ending communication.
* Maintain a professional and composed tone during high-pressure events.
- Readiness & System Management:
* Stay logged into Maximo dispatch system while on duty, periodically refreshing system for updated queries searches.
* Keep radio channels monitored and ready for priority calls.
* Ensure all dispatch equipment is functional before and during the shift.
We can flatten into a single list of duties.
Requirements: Minimum qualifications details.
We need to preserve all detail. That's a long paragraph with multiple options. We'll put as a containing the text.
Qualifications: maybe we could treat Minimum Qualifications as Requirements, and Preferred Skills as Skills. So we don't need a separate Qualifications section. But the instruction list includes Qualifications as possible heading; we can omit if not needed. We'll follow: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule.
Thus Requirements = Minimum Qualifications.
Skills = Preferred Skills / Qualifications list.
Benefits: from "NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS)." Also maybe mention interagency transfers? That's not a benefit. Also mention "NYCHA employees applying for transfer opportunity must have served a period of one year..." that's not benefit. So benefits as above.
Pay: salary range "$43,477.00 – $70,085.00"
Schedule: mention ability to work in a 24/7 shift environment, including nights, overnights, weekends, and holidays. Also note that EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations. So schedule: 24/7 shift work, nights, overnights, weekends, holidays.
We should not include boilerplate like "Public Service Loan Forgiveness", "55a Program", "Residency Requirement", "Additional Information" about equal opportunity, interagency transfers, etc. Those are to be removed.
Now produce HTML.
We must not include or . Just fragment.
We'll output:
About the role
...
...
Responsibilities
- ...
...
Requirements
... (minimum qualifications text)
Skills
- ...
...
Benefits
NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS).
Pay
$43,477.00 – $70,085.00
Schedule
This position requires availability for a 24/7 shift environment, including nights, overnights, weekends, and holidays.
Check that we didn't repeat job title. Good.
Now ensure we preserved all substantive information from minimum qualifications. Let's copy that text exactly.
Minimum Qualifications text:
"A baccalaureate degree from an accredited college or university; or An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above. To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above."
We need to keep that as a paragraph.
Now Preferred Skills list:
"- High school diploma or equivalent.
- Experience in dispatch, call center operations, or facilities maintenance preferred.
- Strong multitasking ability managing multiple work orders and crews simultaneously.
- Skilled in verbal communication and rapid, accurate data entry.
- Ability to work in a 24/7 shift environment, including nights, overnights, weekends, and holidays."
We'll put as - ... etc.
Now Responsibilities list: we need to ensure we captured all points
Requirements
maybe for minimum qualifications. -Qualifications
maybe duplicate? Could combine but instructions say prefer few substantive sections over many thin ones. Could merge Requirements and Qualifications into one? But they are separate headings allowed. However we could just have one section "Qualifications" that includes both minimum qualifications and preferred skills? But they also have Skills heading. Better to follow typical: Responsibilities, Requirements (minimum qualifications), Skills (preferred), Benefits, Pay, Schedule. About the role maybe. Thus we will have: About the role Responsibilities Requirements Skills Benefits Pay Schedule We need to ensure each section has real content. Now extract content. About the role: combine first paragraph about EMSD and position summary. Paragraph: "NYCHA’s Emergency Management & Services Department (EMSD) is responsible for preparing, supporting, and responding to all emergencies and hazards that could impact essential services and daily operations, including large-scale disasters. EMSD diligently cultivates a comprehensive preparedness framework through planning, training, and exercises to minimize vulnerabilities and foster resilience among NYCHA's residents, staff, and stakeholders, aiding in recovery from potential disruptive events. Moreover, EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations to ensure continuous support beyond daytime staff hours." Position summary: "The Customer Information Representative is the primary point of contact between the Emergency Communications Center and EMSD's field maintenance teams. This role ensures that all maintenance-related incidents, service requests, and emergencies are logged, prioritized, and dispatched accurately. The CIR takes on responsibilities in coordination, incident tracking, and communication flow, ensuring maintenance crews receive complete, timely information to perform their work efficiently and safely." We can combine into one or two paragraphs. Responsibilities: list items: From Core Responsibilities: - Incident Intake & Dispatch: * Receive maintenance service requests and emergency notifications via Maximo internal system, supervision instruction/directives. * Accurately capture incident details on productivity sheets, including location, hazard type and disposition. * Assign work orders to the correct maintenance unit based on location, availability and urgency level. * Dispatch work to field crews using ECC-approved protocols and priority codes. - Field Communication: * Serve as the communication hub between the ECC and EMSD field maintenance staff. * Relay critical updates, special instructions, and safety advisories in real time. * Confirm crew arrival, progress, and job completion, update records accordingly. - Incident Tracking & Documentation: * Maintain real-time status of all active work orders and emergency repairs. * Log start times, completion times, and any delays or resource needs. * Capture before-and-after conditions reported by the field, question teams if information is not provided. * Escalate unresolved or recurring issues to the ECC Supervisor. * Ensure that productivity sheets are completed in full. - Standards of Communication: * Use clear, concise language with maintenance staff; avoid unnecessary jargon. * Confirm understanding of work assignments before ending communication. * Maintain a professional and composed tone during high-pressure events. - Readiness & System Management: * Stay logged into Maximo dispatch system while on duty, periodically refreshing system for updated queries searches. * Keep radio channels monitored and ready for priority calls. * Ensure all dispatch equipment is functional before and during the shift. We can flatten into a single list of duties. Requirements: Minimum qualifications details. We need to preserve all detail. That's a long paragraph with multiple options. We'll put as acontaining the text. Qualifications: maybe we could treat Minimum Qualifications as Requirements, and Preferred Skills as Skills. So we don't need a separate Qualifications section. But the instruction list includes Qualifications as possible heading; we can omit if not needed. We'll follow: About the role, Responsibilities, Requirements, Skills, Benefits, Pay, Schedule. Thus Requirements = Minimum Qualifications. Skills = Preferred Skills / Qualifications list. Benefits: from "NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS)." Also maybe mention interagency transfers? That's not a benefit. Also mention "NYCHA employees applying for transfer opportunity must have served a period of one year..." that's not benefit. So benefits as above. Pay: salary range "$43,477.00 – $70,085.00" Schedule: mention ability to work in a 24/7 shift environment, including nights, overnights, weekends, and holidays. Also note that EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations. So schedule: 24/7 shift work, nights, overnights, weekends, holidays. We should not include boilerplate like "Public Service Loan Forgiveness", "55a Program", "Residency Requirement", "Additional Information" about equal opportunity, interagency transfers, etc. Those are to be removed. Now produce HTML. We must not include or . Just fragment. We'll output:
About the role
...
...
Responsibilities
- ... ...
Requirements
... (minimum qualifications text)
Skills
- ... ...
Benefits
NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS).
Pay
$43,477.00 – $70,085.00
Schedule
This position requires availability for a 24/7 shift environment, including nights, overnights, weekends, and holidays.
Check that we didn't repeat job title. Good. Now ensure we preserved all substantive information from minimum qualifications. Let's copy that text exactly. Minimum Qualifications text: "A baccalaureate degree from an accredited college or university; or An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above. To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above." We need to keep that as a paragraph. Now Preferred Skills list: "- High school diploma or equivalent. - Experience in dispatch, call center operations, or facilities maintenance preferred. - Strong multitasking ability managing multiple work orders and crews simultaneously. - Skilled in verbal communication and rapid, accurate data entry. - Ability to work in a 24/7 shift environment, including nights, overnights, weekends, and holidays." We'll put as- ... etc. Now Responsibilities list: we need to ensure we captured all points