Position Details
NATURE OF WORK:
- Receives and prioritizes 911 emergency and non-emergency calls for service.
- Operates radio equipment to dispatch police, fire and emergency medical personnel.
- Tracks status of units and maintain related records.
- Monitors various camera views, processes warrants, relays messages.
- Computerized data entry and access City Network and a variety of databases to retrieve related information as required.
- This position involves 12-hour shift work necessary to provide services 24/7/365 (weekends, evenings, and holidays included).
- Work shifts are usually 12 hours in duration, but may be extended to maintain minimum staffing or in the event of an emergency.
ESSENTIAL FUNCTIONS OF WORK:
- Receives calls for service from public concerning crimes and police emergencies.
- Broadcasts orders to police radio patrol units in vicinity to investigate, and relays instructions or questions from remote units.
- Solicits information to determine appropriate resources needed to respond to requests for service.
- Provide pre-arrival medical instructions for EMS calls.
- Assesses requests and dispatches Police and Fire/Emergency Medical Services (EMS) units to incidents of crime, emergencies and non-emergencies.
- Monitors status of dispatched assignments and units and coordinates all police, fire, EMS, and other emergency requests, relaying instructions to radio units concerned.
- Enters and retrieves information using computer aided dispatch system (CAD).
- Answers, screens, and routes non-emergency telephone calls.
- Receives, screens, replies to and routes incoming text messages, both emergency and non-emergency.
- Records calls for service received and broadcasted.
- Coordinates the relaying of messages between divisions within the Evanston Police Department and other law enforcement agencies and fire departments.
- Expected to receive training to qualify on LEADS computer system, NIMS compliance and Emergency Medical Dispatch.
- Maintains contact with Police Officers, Parking Enforcement Officers and Fire Department personnel to verify assignment locations.
- Responds to routine inquires.
- Performs other duties as assigned.
MINIMUM REQUIREMENTS OF WORK:
- Must possess 30 or more college credits from an accredited college or university.
- Must possess one (1) or more years of related work experience in customer service or at a call center. Possession of work experience in public safety communications or within a law enforcement agency is preferred.
- Must be willing and able to work a 24/7/365 shift schedule, including weekends, evenings, and holidays.
- Knowledge, skills, and abilities in the following areas:
- Ability in the use of computer systems and networks, Internet search engines, word processing software, email, and Windows operating systems.
- Ability to responsibly and independently apply situational reasoning by exercising sound judgment and decisiveness in emergency situations.
- Ability to uphold confidentiality of sensitive information.
- Knowledge of principles underlying the laws and regulations of the municipality.
- Ability to multitask and prioritize.
- Ability to communicate effectively with the general public, co-workers, and public safety agencies both verbally and in writing.
- Ability to receive and process constructive criticism in a professional manner.
- Ability to work in a team environment.
- Ability to function effectively under stress.
- Ability to read a map and ability to utilize navigational skills.
- Ability to be flexible and multi-task, with split ear capabilities.
SUPERVISION:
The Telecommunicator reports to the Communications Coordinator who outlines work assignments, reviews work in progress, and completed work. The position works closely with all relevant departments/bureaus to assist and inform in the incorporation of communication best practices, as appropriate. Guidance is provided via the City and Police Department policies and procedures, applicable state and federal laws and regulations, as well as the Fraternal Order of Police contract. Work is evaluated at least annually with respect to progress toward achieving goals, leadership, communication skills, customer service, ability to work productively and effectively with employees at all levels in the organization as well as elected and appointed officials, community groups and the general public.
PHYSICAL REQUIREMENTS OF WORK:
- The ability to work in a primarily sedentary position, with the ability to occasionally use force to exert up to 20 pounds.
- The ability to lift, carry or otherwise move objects, books, materials, etc. using up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
- The ability to speak clear, articulate English. Full range of hearing required in both ears.
- The employee is subject to inside environmental conditions: protection from weather conditions, but not necessarily from indoor temperature changes.
- There are no environmental hazards associated with this classification.
SELECTION METHOD:
- Practical Assessment: Pass/Fail
- Interview: Pass/Fail
- 911 Observation: Pass/Fail
- Background: Pass/Fail
- Polygraph: Pass/Fail
- Psychological: Pass/Fail
TYPE OF ELIGIBILITY LIST:
Provisional
LIFE OF ELIGIBILITY LIST:
2 years
To apply for this position, please apply online on or before the 6/23/2024 closing date at:
https://www.applitrack.com/cityofevanston/onlineapp/jobpostings/view.asp?all=1
Chosen candidates will be required to provide proof of licenses, certifications, and education required for this position. Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person's race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity.
The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847-448-8204 (voice) or 847-866-5095 (TTY).
