EMERGENCY 911 OPERATOR -Open

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EMERGENCY 911 OPERATOR -Open

Salary

$57,012.73 - $59,363.44 Annually

Location

Ohio 45202, OH

Job Type

Full-time Classified

Job Number

24-99395 (O)

Department

City Manager's Office

Division

Emergency Communication Center

Opening Date

05/03/2024

Closing Date

5/19/2024 11:59 PM Eastern

• Description

• Benefits

• Questions

General Statement of Duties

This position reports to the Emergency Communications Center located at 2000 Radcliff Drive, Cincinnati, Ohio 45204.

This employee provides emergency and non-emergency telephone and text assistance to individuals who are calling or texting Cincinnati 9-1-1 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. Employees process 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. Employees assess the priority for Police, Fire and/or Emergency Medical Services using exceptional listening, interviewing, and problem-solving skills while adhering to established procedures, laws, and ordinances. Must be able to multi- task and handle high stress situations. Must complete applicable training and certifications. Performs related duties as required.

Read more about the Emergency Communications Center here: https://www.cincinnati-oh.gov/ecc/

What Can I Expect During the Hiring Process?

https://www.cincinnati-oh.gov/ecc/recruiting-employment/hiring-process/

Minimum Qualifications (KSAs)

(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)

In addition to the Knowledge, Skills and Abilities requirements of the Customer Relations Representative (ECC).

Knowled ge 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.

Skill to :

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

Abilit y to :

Provide courteous, effective, efficient, and professional service

Hear well enough and listen carefully enough to distinguish between pertinent and extraneous information in an emergency situation.

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. This includes familiarity with jurisdictional boundaries, as well as landmarks, public buildings, and waterways within the jurisdiction.

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.

Required Education and Experience

RESUME MUST BE ATTACHED FOR CONSIDERATION

OPEN: Each applicant must have one year of full-time responsible employment involving public contact including a high degree of customer service, telephone, and computer keyboarding duties. Applicants that are currently certified with the Emergency Telecommunicator Certification (ETC) from the International Academies of Emergency Dispatch may use the ETC certification as a substitute for the one year of work experience. Each applicant must be enrolled as a Senior in a High School program and have or possess a high school diploma or GED by time of appointment.

OTHER REQUIREMENTS:

Must be able to work 12-hour shifts including rotating, permanent relief, or swing shifts, holidays. Position is subject to mandatory overtime requirements as needed, and is considered an essential position.

This is a sensitive classification and applicants must successfully pass a police record and background check. 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

Working and Physical Conditions

Workin g and Physical Conditions:

Physical conditions: Work requires employees to sit for long periods. Must have manual dexterity, vision acuity sufficient to operate a computer console, and hearing acuity sufficient to hear and clearly understand callers in an area where background noise is present.

Working conditions: Employees may be assigned to work on a rotating or fixed shift basis, which will include nights,

evenings, weekend, and /or holidays. Employees may be required to work overtime with little notice. Employees may work 12-hour shifts, and occasionally up to 16-hours,

Probationary Period

12 months

HR contact Latrice Ponderlatrice.ponder@cincinnati-oh.gov

Agency Address

City of Cincinnati 805 Central Avenue Suite 200 Cincinnati, Ohio, 45202

Phone Website

513-352-2400 http://agency.governmentjobs.com/cincinnati/default.cfm

The below information is solely intended as a summary of the benefits available and is subject to change. Not all benefits listed are available for every position. Benefits can vary depending on applicable labor agreements and/or salary plan. For specific questions, contact the HR Contact indicated on the Job Posting.

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. This is a general listing of benefits for all employees and is not intended to be a comprehensive listing for all bargaining units.

The City offers a variety of training programs, ranging from job-specific skills such as computer and equipment instruction, to helping supervisors improve their management techniques.

Equal Employment Opportunity

The City of Cincinnati is dedicated to providing equal employment without regard to race, gender, age, color, religion, disability status, marital status, sexual orientation or transgendered status, or ethnic, national or Appalachian origin, or on the basis of any other category protected under federal, state and local laws.

Holidays

The City of Cincinnati has 11 paid holidays annually that include:

New Year's Day

Martin Luther King Day

President's Day

Memorial Day

Juneteenth

Independence Day

Labor Day

Veterans' Day

Thanksgiving Day

Day after Thanksgiving

Christmas

Health Insurance

The City of Cincinnati 80/20 offers 3 medical plans to all full time City of Cincinnati employees and eligible dependents: the 80/20 PPO medical plan, the HDHP medical plan with an HSA contribution, and a Health Reimbursement Arrangement for those enrolled on another non-city eligible group plan.

Eligible dependents include:

Legal Spouse or Equal Partner

Child (natural child, adopted child, and/or child who the group has determined is covered under a "Qualified Medical Child Support Order")

Step-child

Child for whom the employee or employee's spouse/equal partner is a legal guardian

Basic Life Insurance

A $50,000 Basic Life Insurance policy is paid for by the City for certain eligible employees. Full time employees not eligible for the City-paid basic life insurance policy are generally provided a similar benefit through their union group.

Supplemental Life, Long Term Disability, Accident & Critical Illness Insurance

Most full time City employees are eligible to participate in a supplemental life insurance program, a long term disability plan, and accident and critical illness insurance programs at their own expense. Premiums are determined by age, amount of coverage, and various additional factors.

Flexible Benefits Plans

Healthcare Flex Spending Account

City employees can participate in the Healthcare Flex Spending Account that can be used to pay out-of-pocket medical, prescription, dental, and vision care expenses for employees and family members.

Dependent Care Flex Spending Account

City employees can participate in a Dependent Care Flex Spending Account that can be used to pay work-related dependent care expenses. Participants can set aside money each year through pre-tax payroll deductions to pay for these expenses.

Transportation Expense Reimbursement Account

City employees can participate in a Transportation Expense Reimbursement Account (TERA) that can be used to reimburse expenses related to traveling to and from work. Participants can set-up a pre-tax payroll deduction up to an IRS regulated amount.

Healthy Lifestyles Program

City employees can voluntarily participate in a wellness incentive program that encourages and rewards employees and their spouses/equal partners for making positive choices for better health. The City of Cincinnati will contribute up to $300/year to a Health Reimbursement Account for each the employee and their spouse/equal partner for meeting specified program goals. These dollars can be used to offset qualified out-of-pocket medical expenses.

Integrated Health Reimbursement Arrangement (HRA)

This is a voluntary program that serves as an alternative healthcare option to traditional medical plans. If you have alternate group health coverage available to you through a spouse, equal partner, another job, or a non-city retirement plan, you may be eligible for this plan which reimburses you for the difference in premiums between the plans and your covered out of pocket expenses on the other plan.

Retirement Plan

The City provides a defined benefit pension plan for part-time and full-timeemployees. New hires and re-hired employees are required to participate in the City of Cincinnati's Retirement System (CRS), regardless of previous participation in an Ohio State pension system or any another state or federal pension system. CRS is funded by employer and employee contributions, and investment returns from plan assets. CRS provides retirement and health care benefits subject to eligibility requirements. The following groups are excluded from participation in CRS: Mayor and Members of City Council; Sworn Police & Fire; Police Recruits; and Rehired Ohio Police & Fire Retirees.

Deferred Compensation

As an Ohio government employer, the City offers employees the ability to participate in a 457(b) tax-deferred retirement savings plan. The City makes an annual match to your 457(b) of up to $750, or as otherwise specified in applicable regulations and union contracts.

01

By completing this supplemental evaluation you are attesting that the information you have provided is accurate. Any information you provide may be reviewed by the Human Resources staff and hiring department(s). Any misstatements or falsification of information may eliminate you from consideration or may result in dismissal. "See resume" is not an acceptable answer to the questions. The Human Resources staff will verify that you meet the minimum qualifications as outlined in the job posting, based on the information provided in your application and in these answers. Please indicate you have read and agree with this information.

• Yes, I understand and agree

  02

  If you are a current City of Cincinnati employee, what is your CHRIS ID number?

  03

  Did you attach your resume? Your resume must be attached in order to be considered for this position.

• Yes

• No

  04

  Do you have one year of full-time responsible employment involving public contact including a high degree of customer service, telephone, and computer keyboarding duties?

• Yes

• No

  05

  Please explain your experience with public contact including a high degree of customer service, telephone, and computer keyboarding duties.

  06

  Are you certified with the Emergency Telecommunicator Certification (ETC) from the International Academies of Emergency Dispatch?

• Yes

• No

  07

  Were you honorably discharged from the United States Military? If yes, attach a copy of your DD-214 (long form), which includes the narrative reason for discharge, the discharge characterization (showing honorable discharge), the three- letter or three-number discharge code corresponding to the reason for discharge, and a reenlistment code. Veteran must have completed more than 180 days of active duty service.

• Yes

• No

  08

  Do you have a service-connected disability of 10% or greater? If yes, you must attach a copy of your DD 214 (long form) and official statement from the Veteran's Administration dated within the last six (6) months. Veteran must have completed more than 180 days of active duty service.

• Yes

• No

  09

  Have you reviewed the "What can I expect during the hiring Process" section that is in the Job posting. https://www.cincinnati-oh.gov/ecc/recruiting-employment/hiring-process/ Please copy and paste, if you are unable to click on the link.

• Yes

• No

  10

  I understand I am responsible for maintaining the accuracy of my contact information, including my street address, email address, and telephone numbers. My failure to maintain accurate contact information may result in me not receiving information regarding this job announcement and/or may result in me not receiving further consideration for this employment opportunity. To update this information, visit www.governmentjobs.com, click on the "career seekers" link, and follow the prompts. For technical difficulties, contact NEOGOV support at 855-524-5627.

• Yes

• No

  11

  Do you understand notifications regarding this position will be sent via email, therefore, it is your responsibility to check your personal email, Government Jobs mailbox, SPAM, JUNK, and CLUTTER FOLDERS for any and all communication sent regarding this position ?

• Yes

• No

  Required Question

Agency

City of Cincinnati

Address

805 Central Avenue Suite 200

Cincinnati, Ohio, 45202

Phone

513-352-2400

Website

http://agency.governmentjobs.com/cincinnati/default.cfm