SENIOR EMERGENCY 911 OPERATOR

City of Cincinnati; Cincinnati (OH); On-site; USD 60,000 - 85,000; Full time

Job summary

City of Cincinnati is seeking an experienced Emergency 911 Operator to support quality assurance and training for the Emergency Communications Center. The role involves reviewing call handling, coaching teammates, and collaborating with management to enhance efficiency and accuracy in emergencies and non-emergency requests.

Responsibilities include QA reviews, on-the-job training, and ensuring compliance with IAED certifications.

Qualifications

• Two years of experience as an Emergency 911 Operator with City of Cincinnati.
• Must currently be employed as an Emergency 911 Operator and hold IAED certifications (EMD, EFD, EPD).
• Must be able to obtain and maintain required call-taking certifications (ETC, EMD, EFD, EPD, EMD-Q, EFD-Q, EPD-Q, CTO).

Responsibilities

• Assist with quality assurance reviews of ECC service delivery.
• Coordinate with management, QA, and training teams to improve operational effectiveness.
• Provide training and coaching to Emergency 911 Operators and others as needed.
• Enter and verify emergency information in CAD and communicate with dispatchers.

Skills

CAD System

Microsoft Word/Excel

Active listening

Coaching/mentoring

Critical thinking

Data evaluation

Problem solving

Research

Time management

Tools

CAD System

Microsoft Word/Excel

Job description

This 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.
• Research.
• 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.

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 n 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.

Examples of Work Performed

(Illustrative only. Any one position within this classification may not be include all of the duties listed nor do the listed examples include all of the tasks which may be performed.)

• 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 - [e-mail]