Emergency Operator

Job Overview

Position reports to the Emergency Communications Center located at 2000 Radcliff Drive, Cincinnati, Ohio 45204. The role provides telephone and text assistance to individuals calling or texting for Police, Emergency Medical Services, Fire, and other City Services. Employees answer calls for general information, referrals, and give pre‑arrival instructions for medical, police, and fire emergencies. The center operates 24/7 and the employee may work day, night, or swing shifts.

• Process a high volume of emergency and non‑emergency telephone calls and Text‑to‑911 messages.
• Gather pertinent information from callers, verify automatic location and number data, and enter accurate details into the Computer Aided Dispatch (CAD) system.
• Prioritize calls, differentiate emergency from non‑emergency situations, and provide appropriate call‑taking and pre‑arrival instructions.
• Refer callers to the correct dispatcher or agency and, when necessary, transfer calls to other 911 jurisdictions.
• Use digital mapping systems, reference materials, and emergency protocols to assess incidents.
• Maintain accurate logs and, in case of equipment failure, complete manual records.
• Represent the Emergency Communications Center at community events and convey a positive image of the department.

• High School Diploma or GED required at the time of hire.
• At least one year of full‑time public‑contact experience with significant customer service, telephone, and computer keyboarding duties.
• Proficiency in business English, including spelling, grammar, and punctuation.
• Basic problem‑solving skills and the ability to gather information by asking appropriate questions.
• Knowledge of City of Cincinnati services, non‑city agencies, and public safety protocols.
• Computer proficiency:
  Microsoft Windows, CAD system, digital mapping, and related hardware/software.
• Excellent typing speed and accuracy, ability to type and talk simultaneously, and strong listening skills in noisy environments.
• Ability to remain calm, exercise good judgment, and handle stressful situations for extended periods.
• Strong verbal and written communication, confidentiality, and teamwork.
• Must pass a police record and background check.
• Ability to obtain and maintain necessary certifications for accessing criminal justice databases and performing call‑taking functions.

• Completion of all required training programs and successful passing of the Emergency Telecommunicator Certification (ETC) or equivalent.
• Ongoing compliance with Standard Operating Procedures, Special Orders, and continuing education requirements.

Work 12‑hour shifts, including rotating, permanent relief, or swing shifts, weekends, and holidays. Occasionally up to 16 hours per shift, with mandatory overtime as needed.

• Requirement to sit for extended periods while operating a computer console.
• Manual dexterity, vision acuity, and hearing acuity sufficient to operate equipment and understand callers in background noise.
• Exposure to high‑volume, high‑stress call environments.

Military education and experience may qualify for college‑level course work or apprenticeship training on a case‑by‑case basis according to ACE recommendations.

Agency:
City of Cincinnati
Address: 805 Central Avenue Suite 200, Cincinnati, Ohio 45202
Phone: 513‑352‑2400
Website:

HR Contact:
Keisha Thomas, (Use the "Apply for this Job" box below).