Communications Operator

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Job Description - COMMUNICATIONS OPERATOR I - 311 (419826)

Job Description

COMMUNICATIONS OPERATOR I - 311

419826

Description

BID/JOB ANNOUNCEMENT

COMMUNICATIONS OPERATOR I - 311

OFFICE OF EMERGENCY MANAGEMENT AND COMMUNICATIONS

Number of Positions: 3

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.

• 1. Check the box on your profile titled “Currently employed by the City of Chicago”
• 2. Enter your employee  (located on your pay stub labeled ‘payee/employee number’)
• 3. Select your correct bargaining unit
• FAILURE TO FOLLOW THESE INSTRUCTIONS WILL RESULT IN A REJECTED BID APPLICATION

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.

• 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.

Days: Rotating days off

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

Will be required to work weekends and holidays

311 City Services is a 24/7 operation

THIS POSITION IS IN THE CAREER SERVICE

• 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

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

• Certificate…