EMSD Call Taker

Nyc-Housing-Authority; New York (NY); On-site; USD 52,000 - 68,000; Full time

Job summary

New York City Housing Authority (NYCHA) EMSD seeks a Customer Information Representative to serve as the primary link between the Emergency Communications Center and field maintenance teams. You will log, prioritize, and dispatch maintenance incidents and emergencies, ensuring complete, timely information for crews to perform safely.

The role emphasizes coordination, incident tracking, and clear communications, supporting 24/7 operations and strict adherence to protocols during high-pressure

Qualifications

• A bachelor's degree from an accredited college or university.
• An associate degree plus two years of satisfactory customer service/IT-related experience.
• A four-year high school diploma with four years of related experience.
• A combination of education and experience may be accepted; NYC government experience can substitute.

Responsibilities

• Incident intake & dispatch: log, prioritize, and assign maintenance/service requests.
• Field communication: act as hub between ECC and EMSD field staff, relay updates.
• Incident tracking & documentation: maintain real-time status of active work orders and repairs.
• Standards of communication: use clear language and confirm understanding of assignments.
• Readiness & system management: stay logged into Maximo and monitor radios and dispatch gear.

Skills

Dispatch experience

Customer service

Data entry

Education

Bachelor's degree

Associate degree + 2 years' experience

High school diploma + 4 years' experience

Education/experience combo acceptable

Tools

Maximo

Job description

NYCHA’s Emergency Management & Services Department (EMSD) is responsible for preparing, supporting, and responding to all emergencies and hazards that could impact essential services and daily operations, including large-scale disasters. EMSD diligently cultivates a comprehensive preparedness framework through planning, training, and exercises to minimize vulnerabilities and foster resilience among NYCHA’s residents, staff, and stakeholders, aiding in recovery from potential disruptive events. Moreover, EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations to ensure continuous support beyond daytime staff hours. CUSTOMER INFORMATION REP - 60888

POSITION SUMMARY

The Customer Information Representative is the primary point of contact between the Emergency Communications Center and EMSD's field maintenance teams. This role ensures that all maintenance-related incidents, service requests, and emergencies are logged, prioritized, and dispatched accurately. The CIR takes on responsibilities in coordination, incident tracking, and communication flow, ensuring maintenance crews receive complete, timely information to perform their work efficiently and safely.

CORE RESPONSIBILITIES

Incident Intake & Dispatch

• Receive maintenance service requests and emergency notifications via Maximo internal system, supervision instruction/directives.
• Accurately capture incident details on productivity sheets, including location, hazard type and disposition.
• Assign work orders to the correct maintenance unit based on location, availability and urgency level.
• Dispatch work to field crews using ECC-approved protocols and priority codes.

Field Communication

• Serve as the communication hub between the ECC and EMSD field maintenance staff.
• Relay critical updates, special instructions, and safety advisories in real time.
• Confirm crew arrival, progress, and job completion, update records accordingly.

Incident Tracking & Documentation

• Maintain real-time status of all active work orders and emergency repairs.
• Log start times, completion times, and any delays or resource needs.
• Capture before-and-after conditions reported by the field, question teams if information is not provided.
• Escalate unresolved or recurring issues to the ECC Supervisor.\<
• Ensure that productivity sheets are completed in full.

Standards of Communication

• Use clear, concise language with maintenance staff; avoid unnecessary jargon.
• Confirm understanding of work assignments before ending communication.
• Maintain a professional and composed tone during high-pressure events.

Readiness & System Management

• Stay logged into Maximo dispatch system while on duty, periodically refreshing system for updated queries searches.
• Keep radio channels monitored and ready for priority calls.
• Ensure all dispatch equipment is functional before and during the shift.

Note: Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Customer Information Representative to be considered.

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please click on the link below: https://bit.ly/55aProgram

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

NYCHA has no residency requirements.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Minimum Qualifications

1. A baccalaureate degree from an accredited college or university; or

2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or

4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

Preferred Skills

Preferred Skills / Qualifications:

• High school diploma or equivalent.
• Experience in dispatch, call center operations, or facilities maintenance preferred.
• Strong multitasking ability managing multiple work orders and crews simultaneously.
• Skilled in verbal communication and rapid, accurate data entry.
• Ability to work in a 24/7 shift environment, including nights, overnights, weekends, and holidays.