SENIOR EMERGENCY 911 OPERATOR

Summary

Emergency 911 OperatorThis experienced employee performs the work of Emergency 911 Operator and also performs quality assurance and training activities to enhance the call-taking operations of the Emergency Communications Center. This employee assists with quality assurance reviews regarding the Emergency Communications Center service delivery. Works closely with management, quality assurance, and training team to continuously improve operational effectiveness and efficiency regarding the processing and handling of emergency and non-emergency requests for service. Performs related duties as required.In addition to the Knowledge, Skills and Abilities requirements of the Emergency 911 Operator. Knowledge of: Department mission/values. Department performance and quality assurance standards. ECC standard operating procedures and written directives. Priority Dispatch System call-taking protocols. Priority Dispatch System performance standards. Training techniques. Employee rights related to employment practices, including confidentiality of employee records. Geography/Jurisdiction. Industry terminology and best practices. Quality assurance tools. Skill to: Operate communications equipment including a Computer-Aided Dispatch (CAD)System, telephone, radio, and recording logger. Proficient in the use of Microsoft Word/Excel. Actively listen. Coach/mentor. Conduct critical thinking. Evaluate and analyze data. Problem solve. Manage time and concurrent projects. Ability to: Use initiative and independent judgment within established guidelines. Communicate effectively will all levels of the department, both verbally and in writing. Listen and integrate the ideas of other people. Demonstrate effective team concepts, including being an effective team member. Communicate with superiors and peers in a positive and constructive manner. Balance criticism with constructive direction and a positive attitude. Observe and evaluate work performance of E911 Operators by assisting with quality assurance reviews. Hear well enough and listen carefully enough to distinguish between pertinent and extraneous information in an emergency situation. Recall important information obtained from callers about emergencies. Speak clearly and concisely. Operate appropriate computer equipment; use properly all related hardware and software. Type information with speed and accuracy. Communicate effectively with members of the Police and Fire Departments and with the general public. Remain calm and exercise good judgment in stressful situations. Follow orders. Spell correctly.PROMOTIONAL Each applicant must have two years of experience as an Emergency 911 Operator at the City of Cincinnati, be currently employed as an Emergency 911 Operator, and currently hold valid call-taking certifications (Emergency Medical Dispatcher, Emergency Fire Dispatcher, Emergency Police Dispatcher) from the International Academies of Emergency Dispatch (IAED). OPEN Or four years' experience working as a telecommunicator in n 911 public safety answering point (PSAP) or an emergency communications center (ECC) with one-year experience serving in a training or supervisory role with experience facilitating on-the-job training for new hires, promotions, and/or cross training needs. Must currently hold a valid Emergency Medical Dispatcher certification from the International Academies of Emergency Dispatch (IAED). OTHER REQUIREMENTS Must be able to work 8 or 12 hour shifts, including rotating, permanent relief, or swing shifts including weekends and 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, evaluate call-taking functions, and provide instruction (e.g., Emergency Telecommunicator (ETC), Emergency Medical Dispatcher (EMD), Emergency Fire Dispatcher (EFD), Emergency Police Dispatcher EPD, Emergency Medical Dispatcher - Quality Assurance (EMD-Q), Emergency Fire Dispatcher - Quality Assurance (EFD-Q), Emergency Police Dispatcher-Quality Assurance (EPD-Q), and Communications Training Officer (CTO) certifications.Answers telephone calls from Enhanced 911 Emergency system, Centrex lines, and other telephone lines. Verifies information received from ALI (Automatic Location Identification) and ANI (Automatic Number Identification) systems with caller and obtains the necessary information from the caller to describe the emergency situation, if at all possible. Refers callers to appropriate agencies in situations that are inappropriate for police or fire intervention or not in the City of Cincinnati. Enters emergency information into Computer Aided Dispatch (CAD) system through computer keyboard and forwards information to the appropriate dispatcher (fire or police). May perform queries on suspects, license plates, etc., for Police Officers using a computerized crime information system. Transfers appropriate calls to other police and fire jurisdictions. In the event of equipment failure, keeps a manual log of information on all emergency calls and fills out cards which provide necessary information for the dispatcher. Coordinates and conducts random and special case reviews to measure protocol, policy, and/or procedure compliance. Provides feedback to personnel on case reviews and quality improvement reports. Utilizes Emergency Medical Dispatch protocols and software. Probationary Period 9 Months Supervision Exercised Acts as a trainer/coach/mentor for Emergency 911 Operators and others in a variety of settings (on the job, classroom, etc.). May direct the work of temporary, seasonal, or co-operative education program students. HR Contact: Keisha Thomas - keisha.thomas@cincinnati-oh.govBenefitsThe 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-time employees. New hires and re-hired employees are required to participate in the City of Cincinnati's Retirement System (CRS), regardless of previous

Job Description

Emergency 911 OperatorThis experienced employee performs the work of Emergency 911 Operator and also performs quality assurance and training activities to enhance the call-taking operations of the Emergency Communications Center. This employee assists with quality assurance reviews regarding the Emergency Communications Center service delivery. Works closely with management, quality assurance, and training team to continuously improve operational effectiveness and efficiency regarding the processing and handling of emergency and non-emergency requests for service. Performs related duties as required.In addition to the Knowledge, Skills and Abilities requirements of the Emergency 911 Operator. Knowledge of: Department mission/values. Department performance and quality assurance standards. ECC standard operating procedures and written directives. Priority Dispatch System call-taking protocols. Priority Dispatch System performance standards. Training techniques. Employee rights related to employment practices, including confidentiality of employee records. Geography/Jurisdiction. Industry terminology and best practices. Quality assurance tools. Skill to: Operate communications equipment including a Computer-Aided Dispatch (CAD)System, telephone, radio, and recording logger. Proficient in the use of Microsoft Word/Excel. Actively listen. Coach/mentor. Conduct critical thinking. Evaluate and analyze data. Problem solve. Manage time and concurrent projects. Ability to: Use initiative and independent judgment within established guidelines. Communicate effectively will all levels of the department, both verbally and in writing. Listen and integrate the ideas of other people. Demonstrate effective team concepts, including being an effective team member. Communicate with superiors and peers in a positive and constructive manner. Balance criticism with constructive direction and a positive attitude. Observe and evaluate work performance of E911 Operators by assisting with quality assurance reviews. Hear well enough and listen carefully enough to distinguish between pertinent and extraneous information in an emergency situation. Recall important information obtained from callers about emergencies. Speak clearly and concisely. Operate appropriate computer equipment; use properly all related hardware and software. Type information with speed and accuracy. Communicate effectively with members of the Police and Fire Departments and with the general public. Remain calm and exercise good judgment in stressful situations. Follow orders. Spell correctly.PROMOTIONAL Each applicant must have two years of experience as an Emergency 911 Operator at the City of Cincinnati, be currently employed as an Emergency 911 Operator, and currently hold valid call-taking certifications (Emergency Medical Dispatcher, Emergency Fire Dispatcher, Emergency Police Dispatcher) from the International Academies of Emergency Dispatch (IAED). OPEN Or four years' experience working as a telecommunicator in n 911 public safety answering point (PSAP) or an emergency communications center (ECC) with one-year experience serving in a training or supervisory role with experience facilitating on-the-job training for new hires, promotions, and/or cross training needs. Must currently hold a valid Emergency Medical Dispatcher certification from the International Academies of Emergency Dispatch (IAED). OTHER REQUIREMENTS Must be able to work 8 or 12 hour shifts, including rotating, permanent relief, or swing shifts including weekends and 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, evaluate call-taking functions, and provide instruction (e.g., Emergency Telecommunicator (ETC), Emergency Medical Dispatcher (EMD), Emergency Fire Dispatcher (EFD), Emergency Police Dispatcher EPD, Emergency Medical Dispatcher - Quality Assurance (EMD-Q), Emergency Fire Dispatcher - Quality Assurance (EFD-Q), Emergency Police Dispatcher-Quality Assurance (EPD-Q), and Communications Training Officer (CTO) certifications.Answers telephone calls from Enhanced 911 Emergency system, Centrex lines, and other telephone lines. Verifies information received from ALI (Automatic Location Identification) and ANI (Automatic Number Identification) systems with caller and obtains the necessary information from the caller to describe the emergency situation, if at all possible. Refers callers to appropriate agencies in situations that are inappropriate for police or fire intervention or not in the City of Cincinnati. Enters emergency information into Computer Aided Dispatch (CAD) system through computer keyboard and forwards information to the appropriate dispatcher (fire or police). May perform queries on suspects, license plates, etc., for Police Officers using a computerized crime information system. Transfers appropriate calls to other police and fire jurisdictions. In the event of equipment failure, keeps a manual log of information on all emergency calls and fills out cards which provide necessary information for the dispatcher. Coordinates and conducts random and special case reviews to measure protocol, policy, and/or procedure compliance. Provides feedback to personnel on case reviews and quality improvement reports. Utilizes Emergency Medical Dispatch protocols and software. Probationary Period 9 Months Supervision Exercised Acts as a trainer/coach/mentor for Emergency 911 Operators and others in a variety of settings (on the job, classroom, etc.). May direct the work of temporary, seasonal, or co-operative education program students. HR Contact: Keisha Thomas - keisha.thomas@cincinnati-oh.govBenefitsThe 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-time employees. New hires and re-hired employees are required to participate in the City of Cincinnati's Retirement System (CRS), regardless of previous