EMERGENCY 911 OPERATOR

Emergency Communications Center Position

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. 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.

In addition to the Knowledge, Skills and Abilities requirements of the Customer Relations Representative (ECC). Knowledge of: Basic business English, including spelling, grammar, punctuation, and sentence structure. Basic Problem solving techniques Methods needed to gather relevant information from callers by asking appropriate questions. City of Cincinnati services and functions in order to refer complaints to the appropriate department or agency. Functions of non-city agencies in order to refer complaints, problems, and emergencies to other agencies and companies. Microsoft Windows Operating System. Skill to: Operate a computer keyboard with speed and accuracy to key in information in report format. Operate appropriate computer equipment; properly use all related hardware and software. Operate digital mapping systems Effectively utilize hearing impaired equipment Ability to: Provide courteous, effective, efficient, and professional service 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 improvement suggestions. Meet the minimum training standards and successfully complete the training program. Testify at court hearings, when required. Work 12-hour shifts, and occasionally up to 16-hours, including rotating and swing shifts, weekends, and holidays.

Each applicant must have one year of full-time responsible employment involving public contact including a high degree of customer service, telephone, and computer keyboarding duties. Applicants that are currently certified with the Emergency Telecommunicator Certification (ETC) from the International Academies of Emergency Dispatch may use the ETC certification as a substitute for the one year of work experience. Each applicant must possess a High School Diploma or GED by the time of appointment. Applicants that do not yet possess a High School Diploma or GED must be enrolled as a Senior in a High School program at the time of application. Must be able to work 12-hour shifts including rotating, permanent relief, or swing shifts, 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 at the Emergency Communications Center. Possession of High School Diploma or GED is required at the time of hire. Military education and experience may be substituted for college level course work at the lower and upper division baccalaureate and graduate levels and apprenticeship training at the vocational certificate level on a case by case basis based on the American Council on Education (ACE) Military Guide recommendations. Computer-based Exam Date 1st Component: 0 8/24/2026 – 10/01/2026 Behavioral Assessment 2nd Component: 10/06/2026 – 10/08/2026

Working and Physical Conditions: Physical conditions: Work requires employees to sit for long periods. Must have manual dexterity, vision acuity sufficient to operate a computer console, and hearing acuity sufficient to hear and clearly understand callers in an area where background noise is present. Working conditions: Employees may be assigned to work on a rotating or fixed shift basis, which will include nights, evenings, weekend, and/or holidays. Employees may be required to work overtime with little notice. Employees may work 12-hour shifts, and occasionally up to 16-hours, Answers and processes a high volume of emergency and non-emergency telephone calls from Enhanced 911 Emergency system, Centrex lines, and other telephone lines. Answers and processes Text-to-911 for Police and Fire/EMS services. Verifies information received from ALI (Automatic Location Identification) and ANI (Automatic Number Identification) systems with caller and obtains the necessary information from the caller to describe the emergency situation, if at all possible. Gathers information rapidly and accurately and enters pertinent information into CAD system using a computer keyboard and forwards information to the appropriate dispatcher (fire or police) Utilizes reference materials such as maps and street locators. Determines the Police, Fire, Medical, or multi-discipline nature of the call, and immediately beings using the proper protocol system. Respond to and assist callers with pre-arrival instructions as prescribed in public safety protocol systems, procedures and departmental protocols and procedures. Works independently in interviewing the caller to accurately assess the urgency of the incident and the proper response required by Fire and/or Police. May perform queries on suspects, license plates, etc., for Police Officers using a computerized crime information system. Refers callers to appropriate agencies in situations that are inappropriate for police or fire intervention or not in the City of Cincinnati. Transfers appropriate calls to other 911 police and fire jurisdictions. In the event of equipment failure, keeps a manual log of information on all emergency calls and fills out cards which provide necessary information for the dispatcher. Utilizes and adheres to public safety protocol systems and software. Maintain familiarity with the Standard Operating Procedures and appropriate manuals that provide knowledge of Communications Center operations and procedures. Maintain familiarity with the laws of the city, county, state, and country. Attend training classes (e.g. on the job training, seminars and/or workshops, continuing education training). May represent the Emergency Communications Center to groups of citizens at schools, community gatherings, or other meetings. Conveys a positive image and handles a large volume of customers in a friendly, effective, efficient, and professional manner Probationary Period Twelve months

The City of Cincinnati offers its employees competitive salaries and a comprehensive benefit package designed to actively attract and retain quality employees' to add additional value to the City of Cincinnati's workforce. A summary of these benefits for full-time employment is listed below. This is a general listing of benefits for all employees and is not intended to be a comprehensive listing for all bargaining units. The City offers a variety of training programs, ranging from job-specific skills such as computer and equipment instruction, to helping supervisors improve their management techniques. The City of Cincinnati is dedicated to providing equal employment without regard to race, gender, age, color, religion, disability status, marital status, sexual orientation or transgendered status, or ethnic, national or Appalachian origin, or on the basis of any other category protected under federal, state and local laws.

The City of Cincinnati has 11 paid holidays annually that include: New Year's Day Martin Luther King Day President's Day Memorial Day Juneteenth Independence Day Labor Day Veterans' Day Thanksgiving Day Day after Thanksgiving Christmas The City of Cincinnati 80/20 offers 3 medical plans to all full time City of Cincinnati employees and eligible dependents: the 80/20 PPO medical plan, the HDHP medical plan with an HSA contribution, and a Health Reimbursement Arrangement for those enrolled on another non-city eligible group plan. Eligible dependents include: Legal Spouse or Equal Partner Child (natural child, adopted child, and/or child who the group has determined is covered under a "Qualified Medical Child Support Order") Step-child Child for whom the employee or employee's spouse/equal partner is a legal guardian A $50,000 Basic Life Insurance