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/
(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).
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.
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
Abilityto:
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
RESUMEMUSTBEATTACHEDFORCONSIDERATION
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
WorkingandPhysicalConditions:
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,
