COMMUNICATIONS OPERATOR I - 311

City of Chicago; Chicago (IL); On-site; USD 47,000 - 57,000; Full time

Job summary

City of Chicago is hiring a Communications Operator I - 311 to answer and process non-emergency 3-1-1 calls, provide city program information, and route requests to appropriate departments. This 24/7 operation is located at 2111 W. Lexington Ave and requires flexibility for rotating shifts.

The role supports a public services center and uses a computerized intake system to capture calls, with language translation help as needed. Applicants may be eligible under the AFSCME bargaining unit.

Qualifications

• One (1) year of work experience involving public contact work OR
• (6) months of work experience answering and processing customer service, dispatch, or nonemergency calls PLUS six (6) months of computer data entry experience.

Responsibilities

• Answers and processes non-emergency 3-1-1 calls from residents requesting city services, reporting non-emergency incidents, or inquiring about City programs.
• Enter information onto computerized forms and forward requests to appropriate departments for response.
• Provide information and respond to inquiries regarding city programs and services, and assist with City directory information.

Job description

COMMUNICATIONS OPERATOR I - 311

Number of Positions: 3

Starting Salary: $51,936

This position is open to the public and all current City employees covered under the City's collective bargaining agreement with AMERICAN FEDERATION OF STATE, COUNTY, AND MUNICIPAL EMPLOYEES (AFSCME) - BARGAINING UNIT 1, 3, 4 & 5. Only employees in City job titles in this bargaining unit are eligible to bid.

Applications for this position will be accepted until 11:59pm CDT on 10/07/2026

Under supervision, answers and processes non-emergency 3-1-1 calls from residents requesting city services, reporting non-emergency incidents, or inquiring about City programs; and performs related duties as required.

ESSENTIAL DUTIES

• Operates a computer and telephone equipment to receive and process 3-1-1 calls to the 311 City Services Center
• Processes requests for city services by entering information obtained from callers onto a computerized intake form and electronically forwarding requests to appropriate City departments for response
• Receives and forwards calls reporting incidents of a non-emergency nature requiring a police response to appropriate personnel
• Provides information and responds to inquiries regarding city programs and services, special events and other scheduled City sponsored activities
• Answers calls requesting general information or City directory assistance, and provides callers with the appropriate telephone numbers or transfers the calls to the appropriate department or personnel
• Relays calls of an emergency nature to 9-1-1 emergency communications personnel
• Notifies proper authorities of reported emergencies, accidents, or disasters
• Accesses a language bank to obtain translator services to process 3-1-1 calls from non-English speaking clients

NOTE: The list of essential duties is not intended to be inclusive; there may be other duties that are essential to positions within the class.

Location:2111 W. Lexington Ave.

Days:Rotating days off

Hours:1st - 11:00pm - 7:00am; 2nd - 7:00am - 3:00pm; 3rd - 3:00pm - 11:00pm

Note: May require Overtime

Will be required to work weekends and holidays

311 City Services is a 24/7 operation

THIS POSITION IS IN THE CAREER SERVICE

MINIMUM QUALIFICATIONS

• One (1) year of work experience involving public contact work OR
• (6) months of work experience answering and processing customer service, dispatch, or nonemergency calls PLUS six (6) months of computer data entry experience.
• Must be able to type a minimum of twenty-five (25) words per minute

NOTE: Job or department specific notes here

SELECTION REQUIREMENTS

This position does not require an interview.

This position requires applicants to successfully complete a written/skills assessment test with multiple components and affirmatively answer a Willingness and Ability Questionnaire. Test results will be sent out by the Department of Human Resources after test results have been compiled and analyzed. Bidders who receive a passing score on the test AND affirmatively answer the Willingness and Ability Questionnaire, will be hired in seniority order according to the collective bargaining agreement. Non-Bidders who receive a passing score on the test AND affirmatively answer the Willingness and Ability Questionnaire, will be hired in Lottery Order, AND

Preference will be given to those who possess

• Certificate from City Colleges - Intro to OEMC Course

City Colleges of Chicago - Intro to Emergency Management & Communications (OEMC) Certificate Preference: The City of Chicago offers a preference to individuals who have successfully completed the City of Chicago/City Colleges of Chicago partnership program resulting in a certificate of completion for the Introduction to Emergency Management & Communications (OEMC) course. In order to receive the OEMC/EMC Preference, candidates need to attach documentation to verify your successful completion from the City Colleges of Chicago. You must attach a copy of your City Colleges of Chicago - Introduction to Emergency Management & Communications Completion Certificate. Failure to attach the required documentation will result in you not being considered for the preference.

For Information on our employees benefits please visit our benefits website at: https://www.chicago.gov/city/en/depts/fin/benefits-office.html

For Information on our salary and title structure visit our classifications website at: https://www.chicago.gov/content/dam/city/depts/dhr/supp_info/JobClassification/2025_Classification_and_Pay_Plan.pdf

APPLICATION EVALUATION

Initial evaluation will be based on information provided on the application and the documents submitted. Department of Human Resource staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.

COMMITMENT TO DIVERSITY

To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference to applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates.

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.

The City of Chicago is an Equal Employment Opportunity, Military Friendly, and Fair Chance Employer.

City of Chicago

Brandon Johnson, Mayor