Emergency Operator

General Statement of Duties

This position reports to the Emergency Communications Center located at 2000 Radcliff Drive, Cincinnati, Ohio 45204. The 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. Answers telephone requests for general information, and referrals. 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.

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What Can I Expect During the Hiring Process?
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• Basic business English, including spelling, grammar, punctuation, and sentence structure.
• Basic problem‑solving techniques and methods needed to gather relevant information from callers by asking appropriate questions.
• Knowledge of City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency.
• Knowledge of functions of non‑city agencies in order to refer complaints, problems, and emergencies to other agencies and companies.
• Skills to operate a computer keyboard with speed and accuracy to type information in report format.
• Skills to operate appropriate computer equipment; properly use all related hardware and software.
• Skills to operate digital mapping systems.
• Skills to effectively utilize hearing‑impaired equipment.
• Ability to provide courteous, effective, efficient, and professional service.
• ability to hear well enough and listen carefully enough to distinguish between pertinent and extraneous information in an emergency situation.
• Use a headset to place and answer telephone calls.
• Distinguish between emergency and non‑emergency calls and effectively prioritize calls for service.
• Recall important information obtained from callers about emergencies.
• Condense large amounts of information into readable, sensibly typed remarks in a timely manner and have the ability to recall numerous acronyms and codes essential to appropriate call processing.
• Communicate clearly and concisely, both orally and in writing.
• Type information with speed and accuracy.
• Type and talk simultaneously and spell correctly.
• Use critical thinking skills to make quick decisions.
• Learn the City's general geographic areas and utilize reference materials such as maps and street locators. This includes familiarity with jurisdictional boundaries, as well as landmarks, public buildings, and waterways within the jurisdiction.
• Communicate effectively with members of the Police and Fire Departments and with the general public.
• Stay calm and exercise good judgment in stressful situations which may extend for a considerable amount of time.
• Remain calm when dealing with frightened, hysterical, and angry callers.
• Deal with sensitive information in a discreet and professional manner and maintain confidentiality of information obtained in the course of employment.
• Work effectively in a disciplined environment with close supervision and carry out lawful orders according to policies.
• Work in a team environment and work well with others. Maintain a positive attitude and conduct oneself in a professional manner at all times.
• Read and follow written directives including Standard Operating Procedures, Special Orders, and training materials. Observe and comply with the laws of the city, county, state and country.
• Provide constructive process and procedure…