Emergency Communications Operator

JOB TITLE:

Emergency Communications Operator

DEPT/DIV:
Police Communications Unit

SUPERVISOR:
Emergency Communications Supervisor

LOCATION:

33-01 Northern Blvd Long Island City – Queens, NY

SCHEDULE:

Varying Shifts **

* This position is represented by the IBT Local 808 and its Collective Bargaining Agreement.

** Must be available to workday, afternoon, or overnight shifts, including holidays and weekends as assigned.

The Emergency Communications Operator handles both emergency and non-emergency calls for police, fire and medical assistance across all Metropolitan Transportation Authority property. They provide support to police officers providing for the safety and security of customers and employees and the protection of the authority’s critical infrastructure.

• Receive and prioritize emergency calls for assistance, and dispatch emergency responders to calls throughout 11 patrol districts including specialized units, within 14 counties and 2 states.
• Identify and use available resources and tools to enhance the delivery of public safety services.
• Dispatch calls for service and monitor officer status and activity in 4 patrol regions using 10 dedicated police radio channels, while also monitoring local Inter-Agency hotlines and talk groups such as NYCEM Alert, NYPD Citywide Radio, Westchester County Hotline, CT Transit IO and NYCT-6
  
  Wire to maintain situational awareness.
• Monitor live location of police officers via CAD, Avail and Status Aware GPS Software for rapid deployment and officer safety.
• Use geographic knowledge, map interfaces and CAD beat configurations to route calls for service to the appropriate region and identify and dispatch resources needed to support delivery of emergency services.
• Run wanted/missing person checks and DMV inquiries for police officers using confidential or law enforcement sensitive databases such as e - Justice and NCIC as well as enter records into these databases regarding wanted/missing persons, lost or stolen properties and impounded or repossessed vehicles.
• Monitor incoming teletype messages from surrounding law enforcement & public safety agencies to maintain situational awareness of on-going incidents within all of the jurisdictions throughout the MTA service area.
• Maintain working knowledge of railroad locations, terminology, and operating procedures for requesting disruptions in service during emergencies for 6 commuter railroads (Metro-North, Long Island Railroad, Staten Island Railway, Amtrak, NJ Transit and NY & Atlantic Railway), and 1 rapid transit system, the New York City Subway System.
• Maintain geographic knowledge of the major MTA stations and 4 terminals (Grand Central Terminal, Grand Central Madison, Penn Station/Moynihan Train Hall, Atlantic Terminal) as well as the emergency action plans for each such as the LIRR Incident Action Plan including the Penn Station Code 400 & 500 and MNR Incident Action Plan including the Grand Central Terminal Track 35 Emergency Plan.
• Maintain working knowledge of the locations, geography, terminology, traffic management procedures and emergency action plans for each of the 7 bridges and 2 tunnels of the Triborough Bridge and Tunnel Authority.

• Proficiency in Microsoft Office and other applications.
• Basic keyboarding ability with a standard typing speed of 25 words per minute with 98% accuracy rate.
• Ability to prioritize tasks.
• Analytical ability.
• Ability to make critical decisions based on current data, prior experience, and business rules.
• Ability to work rotating and non-traditional tours (evenings, overnight, weekends, holidays).
• Ability to work during natural disasters, major weather events and civil emergencies.
• Ability to be held for mandatory overtime.
• Ability to maintain access to state and federal law enforcement and homeland security databases.
• Demonstrated ability to work in a high-profile, high-pressure environment effectively.

• Minimum of two (2) to three (3) years of work experience in a customer service environment required.
• Ability to pass the Police B ackground I nvestigatio n.

• Dispatching or emergency services work experience.
• Profici…