911 OPERATOR TESTING - APPLICANTS WHO PASS THE APPLICATION REVIEW WILL RECEIVE A LINK VIA EMAIL TO TAKE THE ONLINE 911 OPERATOR TEST.

Incumbent works under the direction of the Director Emergency Communications or designee, receiving and routing initial calls for emergency and non-emergency requests for public safety services adhering to established policies, procedures, and regulations.

• Process high call volumes for law enforcement and fire/Emergency Medical Services (EMS) received.
• Establish and maintain effective working relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, judges, other agencies, and the public.
• Comply with Civil Service policies and regulations, collective bargaining agreements, County policies, and laws to create a cooperative, safe, respectful and quality work environment.
• Question callers ascertaining the nature and location of the emergency using established methods and techniques in determining response.
• Enter essential caller information as received into Computer Aided Dispatch (CAD) system.
• React, quickly, positively, and firmly to callers.
• Prioritize calls based on the situation, recognizing and addressing duplicate calls.
• Relay calls to appropriate area (e.g. fire/EMS dispatch, law enforcement) obtaining relevant information.
• Escalate unusual issues to supervisor.
• Attend training classes (e.g. on-the-job training, seminars, workshops).
• Provide constructive process and procedure improvement suggestions.
• Testify at court hearings, when required.
• Safely operate a motor vehicle when traveling on County business.
• Report to work at assigned location with regular, consistent attendance.
• Perform other duties as directed and assigned.

• High school diploma or equivalent required.
• One (1) year experience in customer service, fire/rescue, or use of phone/radio communication system required.
• Must type 40 net words per minute.
• Must possess and maintain valid driver's license and own mode of transportation at the time of hire and throughout employment.
• Bilingual (Spanish) fluency preferred.
• Knowledge of the metro and surrounding area geography preferred.
• Completion of a pre-employment criminal records check and post offer drug screen, auditory exam, and psychological evaluation required.

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work is performed in a call-center 24/7/365 setting. Noise level is usually moderate. Work hours vary (e.g. weekend, overtime, holiday, call-in). Work may be stressful when dealing with multiple priorities competing needs, time constraints, crisis situations, and uncooperative or irate individuals.
• Work requires occasional physical activity including extended periods of sitting occasional standing, walking, balancing, kneeling, bending, and reaching. Work also requires the ability to occasionally lift and carry objects weighing up to 10 pounds and occasionally up to 25 pounds.
• Required sensory abilities include vision, hearing and touch. Visual abilities, correctable to normal ranges, include close, distance and color vision, depth perception, and the ability to adjust focus. Communication abilities include the ability to talk and hear within normal ranges. Incumbent must possess the hand-eye coordination and manual dexterity necessary to operate computers and other equipment.

Douglas County is an EOE - Disability/Veterans