Public Safety Telecommunicator II (Call Taker)

City-of-Minneapolis; Minneapolis (MN); On-site; USD 32,000 - 39,000; Full time

Job summary

The City of Minneapolis is seeking a Public Safety Telecommunicator II (PST II) to serve as the first point of contact for emergencies, answering and classifying calls for police, fire or medical assistance and coordinating with field responders.

This on-site, full-time position operates 24/7 with rotating shifts; candidates must have a high school diploma, at least one year of customer service experience, typing 35 words per minute, and the ability to obtain essential certifications.

Qualifications

• One year of customer service/public service experience in a fast-paced environment.
• Typing 35 words per minute or equivalent.
• Ability to obtain Minnesota Criminal Justice Data Network Certification and related trainings within 6 months.

Responsibilities

• Use the 911 telephone and CAD systems to answer and process emergency and non-emergency requests following procedures.
• Provide real-time updates to responding field personnel.
• Alert supervisors when necessary.
• Initiate emergency phone tracing and monitor radio communications.
• Enter and manage NCIC/CJIS data and monitor related alerts.
• Process checks for warrants and vehicle information as requested.
• Maintain records and assist in training new employees.

Skills

Customer service

Typing 35 wpm

Education

High school diploma or equivalent

Job description

Are you looking for a career in a fast-paced, ever-changing, dynamic work environment? As a PST II, you will serve as the first level of public contact for the Minneapolis Emergency Communications Center, answering and classifying calls for emergency assistance involving police, fire or medical emergency and other public service requests. A career as a PST II is very rewarding and is an essential facet to the City’s public safety.

Please view the following video: https://www.youtube.com/embed/k226j9mylNo?&wmode=opaque&rel=0

Working hours/Shift work:

MECC is staffed 24 hours a day, 7 days a week. Probationary employees are assigned shifts based on staffing needs and requirements. There is no guarantee a probationary employee will work a specific shift. Probationary employees will be assigned to different shifts based on staffing shortages and coverage needs. After probation, employees will choose from work schedules that have been determined by management based on their seniority in their current job classification. Due to staffing needs, the least senior employees may not have the opportunity to work their preferred shift. Staffing shortages which occur during the year are generally filled by reverse seniority (the least senior employee in the affected classification is required to change work schedules). PST II should expect to work a high percentage of weekends AND holidays.

Work Location

This position currently works on-site only.

Starting Salary:

$35.102 but could be higher based on relevant experience.

The City of Minneapolis does not sponsor applicants for work visas.

Responsibilities include:

• Use the 911 telephone and computer-aided-dispatch (CAD) systems to answer and process emergency and non-emergency requests for service from the public, and other sources, classifying requests by following department procedures and policies.
• Provide on-going updates to responding field personnel in real time.
• Alert appropriate supervisory personnel when necessary.
• Initiate emergency phone tracing using special procedures for landlines and cell phones.
• Operate the information radio, handling incoming radio messages from Minneapolis Police Department (MPD), Minneapolis Animal Care and Control, and other agencies as requested. Process service requests for these and other agencies.
• Enter missing and found person reports in the National Crime Information Center (NCIC) computer database. Monitor and respond to ShotSpotter and bait vehicle activations.
• Process warrant checks for MPD. Make checks on license plates, and other items such as guns, bicycles, and other items in NCIC/CJIS per requests.
• Monitor messages from the State computer system and disseminate information appropriately according to policy and procedure. Send teletype messages to other agencies.
• Enter and sign on off duty numbers for MPD and Minneapolis Park Police Department (MPPD) Officers.
• During storms, collect information on power outages, downed trees, and blocked streets and follow emergency storm protocols outlined in department policy.
• Contact other emergency service organizations, public works crews, utility companies, and others as necessary.
• Assist in training, monitoring, testing and evaluation of new MECC Call Takers; may provide classroom training to small groups of new employees; may work with new employees and provide coaching and advice on job performance
• Host and explain operations to visitors and observers. Attend community meetings and represent the 911 Center as a member of internal and external committees and on special projects as required.
• Maintain necessary records.

Minimum Education

High school diploma or equivalent.

Minimum Experience

One year of customer service/public service experience in a fast-paced environment.

Equivalency

An equivalent combination of related education and experience may be considered.

Licenses and Certifications

Ability to obtain as well as maintain Minnesota Criminal Justice Data Network Certification, Telecommunicator CPR and Crisis Intervention Training, and pass the CJIS Competency Exam within 6 months of employment. Certifications are required to continue employment as a 911 Call Taker.

Typing

Candidate must be able to type 35 words per minute, or a keystroke equivalent. This is included on the computer skills assessment exam. Qualified candidates will be notified via email to self-schedule for computer testing.

Selection Process

The exam may include a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.). Applicants must take the tests and obtain passing scores on each to move on to the next step in the hiring process. Please provide complete and accurate information in your application. Applicants invited to test will be contacted by email. The Human Resources Department reserves the right to limit the number of people invited to the computer skills assessment and the pre-employment assessment. Picture identification will be required at all test events.

Selection Steps and Tentative Timeline

1. Application Review - Review and screen applications in groups.
2. Computer skills assessment exam - Qualified applicants will be scheduled after application review. Successful completion of the CritiCall exam/computer skills assessment exam places candidates on an eligible list of qualified candidates.
3. Department Interviews - Department interviews are held within 7 days of successful completion of Criticall exam/computer skills assessment exam.
4. Backgrounds - Background investigation, conducted by MPD, begins within one week of department interviews. Selections to move forward in the process will be made upon the completion and review of the background investigation results.
5. Conditional Job Offers - Final selections and conditional job offers will be made approximately six weeks after Department Interviews.
6. Medical Exams - Pre-employment medical exams, including work simulation tests and psychological exams, are held within two weeks of the conditional job offer.
7. Begin Work - Employment typically begins 2-4 weeks from successfully completing all medical exam components.

Background Check

The City has determined that a thorough Police Department background check / investigation, criminal background check, and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Note: this process could take up to 3 months to process.

Medical/Drug and Alcohol Testing

Candidates will be required to pass a medical examination, which includes drug and alcohol screening and a job-related personnel assessment with a licensed psychologist. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer resulting in the job applicant no longer being considered for the position. Current City of Minneapolis employees who apply for this job are not required to take a pre-employment drug and alcohol test.

Union Representation

This position is represented by a collective bargaining agreement between the City of Minneapolis and Minnesota Public Employees Association (MnPEA).

Eligible List Statement

The names of applicants who meet minimum qualification and who pass the screening process shall be placed on a continuous eligible list for employment consideration. This list will be certified in groups to the hiring manager who may use the list to fill a vacancy of the same job title on an on-going basis. A candidate’s eligibility for consideration will expire 4 months after date of certification.

• Continued employment will be contingent on passing satisfactorily all of an extensive simulation and on-the-job training program in Fire, Police, EMS, BCR and Animal Control procedures and methods of operation for computer aided dispatch provided after hire.
• Completion of FEMA incident systems courses 100, 144, 200, 700 and 800.
• Good knowledge of the procedures and operations of the 911 Call Center, including dispatching.
• Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds.
• Good knowledge of the geography of the City of Minneapolis.
• Base of knowledge in City government and operations.
• Good knowledge of services provided by city, county, state, and Federal emergency response and law enforcement agencies.
• Knowledge of police and fire field operations and procedures.
• Strong verbal communication skills.
• Ability to work in stressful and fast paced environment.
• Strong listening skills and ability to deal with emergency situations.
• Ability to assist in training others in dispatching phone answering techniques.