Telecommunication Operator I (911 call intake)

About the role

Answer incoming emergency and non-emergency calls using a multi-line phone system; screen, evaluate, provide assistance, coordinate and disseminate critical information via specialized computer and communication systems, and/or refer calls to the appropriate person/department.

Perform multiple activities simultaneously by responding to communications and events while maintaining precision, accuracy and swift response times.

Work in a team setting while receiving training and coaching from various sources.

Complete NCIC checks and perform other technical tasks related to the assigned area of responsibility.

Responsibilities

• Answer incoming emergency and non-emergency calls using a multi-line phone system;
• Screen, evaluate, provide assistance, coordinate and disseminate critical information via specialized computer and communication systems, and/or refer calls to the appropriate person/department;
• Perform multiple activities simultaneously by responding to communications and events while maintaining precision, accuracy and swift response times;
• Work in a team setting while receiving training and coaching from various sources;
• Complete NCIC checks and perform other technical tasks related to the assigned area of responsibility.

Requirements

• High school diploma or GED;
• Two (2) years of data entry, multi-line phone or customer service experience;
• Processing public service calls in a law enforcement, open space or fire agency is preferred;
• Possess a valid certified typing test issued by a state agency, county agency or an accredited educational institution with a minimum score of forty (40) net WPM;
• Must pass Drug Test, Hearing Test, Criminal Records check, and Background check;
• Must pass CritiCall computer-based assessment;
• Must be able to work holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice;
• Possession of National Incident Management System (NIMS) Certification preferred;
• Possession of National Crime Information Center (NCIC) Certification within six (6) months from date of hire.

Qualifications

• One (1) year probationary period is required for this position.

Skills

• Ability to maintain precision, accuracy and swift response times;
• Ability to work in a team setting;
• Ability to complete NCIC checks and perform other technical tasks;
• Ability to work holidays, weekends, irregular hours and shift work;
• Ability to pass drug and alcohol testing;
• Ability to pass hearing, criminal records and background checks;
• Ability to pass CritiCall computer-based assessment;
• Ability to work in a 24/7 emergency dispatch center operation setting;
• Ability to work in a secure indoor environment;
• Ability to work in a noisy environment;
• Ability to work in confined spaces;
• Ability to work irregular hours and shifts;
• Ability to lift, bend, stoop, kneel, twist, turn, squat, walk and push;
• Ability to use computer keyboard, mouse and monitor extensively.

Benefits

N/A

Pay

• Telecommunication Operator I C1 (Non-Certified): $24.36 - $25.60 Hourly
• Telecommunication Operator I C1C (Certified): $26.36 - $27.60 Hourly

Schedule

N/A