Trainee, Customer Service​/HelpDesk, Clerical

Position: 911 Trainee

Job Title

The duties and responsibilities for this position include receiving and dispatching emergency and other non-emergency calls, answering telephones, providing information to the public, sending and receiving messages via teletype, monitoring radio communications, operating CAD equipment, entering data into computers, and operating foot pedal to activate microphone. Other job functions may include performing related duties as required.

Working Conditions

This position requires 100% on-site work. The employee will work indoors in a highly stressful environment, exposed to constant noise, verbal abuse, crowded office space, and often hostile public. They will also be exposed to dust and cold due to air conditioning. The employee must be available to work any shift, including weekends and holidays, and be dependable and prompt in getting to work.

They must also be available to work mandatory overtime when needed.

Minimum Essential Qualifications

Knowledge of general office practices, city geography, business English, proper telephone communication techniques. Skills include preparing and typing records accurately, acting quickly and calmly in emergencies, communicating clearly and effectively, establishing and maintaining effective working relationships, performing data entry, performing mathematical calculations, hearing and listening carefully, discerning facts from conversations, retaining information by memory, writing legibly, planning and prioritizing, accepting constructive criticism, taking control of situations with courtesy, performing multiple job functions simultaneously, learning city geography, performing data entry, operating foot pedal on dispatching equipment.

Physical requirements include seeing, hearing, data entry, sitting, standing, walking, kneeling, squatting, twisting, lifting objects up to 35 lbs. Education/

Experience:

Graduation from high school or equivalent and experience providing the necessary knowledge, skills, and abilities to perform the job. Experience with police dispatching or other 2-way radio or telephone communications equipment is highly preferred; experience handling multiple tasks, including receiving and referring a high volume of telephone communications in a busy and/or hectic work environment preferred.

Other

This position requires 100% on-site work. Applicants must take a typing test and preferably type 40 wpm. Must pass a Telecommunications Operator written test and oral interview. Subject to same background investigation as police officers. Must be able to satisfactorily complete training for the computer aided dispatch system within four months from the date of hire. Must also be able to complete forty (40) hours of classroom training in telecommunications and receive TCOLE licensing for telecommunications within one year from the date of hire.

Must complete 911 certification class and pass state TCOLE telecommunications exam. Applicant selected for hire will be subject to a background investigation and polygraph for security clearance and drug/alcohol screen test.

Benefits

All Full-Time Civilian employees have the option to receive medical, prescription, and dental insurance.