Emergency Operator

Join to apply for the EMERGENCY 911 OPERATOR (OPEN) role at City of Cincinnati.

This position reports to the Emergency Communications Center located at 2000 Radcliff Drive, Cincinnati, Ohio 45204. This employee provides telephone and text assistance to individuals who are calling or texting for Police, Emergency Medical Services, Fire, and/or other City Services, and provides emergency medical, police, and fire pre-arrival instructions over the phone. The employee works in a call center operation (the Emergency Communications Center) alongside staff who are responsible for dispatching first responders in Cincinnati.

The center is a 24/7 operation, and the employee may be required to work a day or night shift schedule. Employees process a high volume of calls and texts, rapidly obtaining pertinent information for each situation and relaying the information from the calls to the correct dispatcher or agency by entering it into the Computer Aided Dispatch (CAD) system accurately.

Must be able to multi‑task and handle high stress situations. Must complete applicable training and certifications. Performs related duties as required.

Read more about the Emergency Communications Center here: https://(Use the "Apply for this Job" box below)./

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• Basic business English, including spelling, grammar, punctuation, and sentence structure.
• Basic problem‑solving techniques needed to gather relevant information from callers by asking appropriate questions.
• Knowledge of City of Cincinnati services and functions, and functions of non‑city agencies.
• Knowledge of Microsoft Windows Operating System.
• Operating a computer keyboard with speed and accuracy to key in information in report format.
• Operating appropriate computer equipment; properly use all related hardware and software.
• Operating digital mapping systems.
• Effectively utilizing hearing impaired equipment.
• Providing courteous, effective, efficient, and professional service.
• Hearing well enough and listening carefully enough to distinguish between pertinent and extraneous information in an emergency situation.
• Using a headset to place and answer telephone calls.
• Distinguishing between emergency and non‑emergency calls and effectively prioritizing calls for service.
• Recalling important information obtained from callers about emergencies.
• Condensing large amounts of information into readable, sensibly typed remarks in a timely manner and having the ability to recall numerous acronyms and codes essential to appropriate call processing.
• Communicating clearly and concisely, both orally and in writing.
• Typing information with speed and accuracy.
• Typing and talking simultaneously and spelling correctly.
• Using critical thinking skills to make quick decisions.
• Learning the City’s general geographic areas and utilizing reference materials such as maps and street locators.
• Communicating effectively with members of the Police and Fire Departments and with the general public.
• Staying calm and exercising good judgment in stressful situations which may extend for a considerable amount of time.
• Remaining calm when dealing with frightened, hysterical, and angry callers.
• Dealing with sensitive information in a discreet and professional manner and maintaining confidentiality of information obtained in the course of employment.
• Working effectively in a disciplined environment with close supervision and carrying out lawful orders according to policies.
• Working in a team environment and working well with others; maintaining a positive attitude and conducting oneself in a professional manner at all times.
• Reading and following written directives including Standard Operating Procedures, Special Orders, and training materials; observing and complying with the laws of the city, county, state and country.
• Providing constructive process and procedure improvement suggestions.
• Meeting the minimum training standards and successfully completing the training program.
• Testifying at court hearings, when required.
• Working 12‑hour shifts, and occasionally up to 16 hours, including rotating and…