Senior Emergency Operator

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  addition to the Knowledge,

Skills and Abilities

requirements of the Emergency 911 Operator.

• 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.

• 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.

• 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).

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).

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 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.

(Illustrative only. Any one position within this classification may not be include all of the duties listed nor do the listed…