What are the responsibilities and job description for the 911 Call Taker (TCO1) position at City of Fort Myers, FL?
Description
The City of Fort Myers strives to be an employer of choice and most of our employees turn jobs into long term careers. The salary shown in the job description is the full range for this position from entry to later career.
NEW EMPLOYEES ARE HIRED AT, OR NEAR THE ENTRY POINT SHOWN, DEPENDING ON QUALIFICATIONS AND RELEVANT EXPERIENCE.
FLSA Status: Non-Exempt Safety Sensitive: YES Level II Screening: NO
Under the general direction of the designated supervisor, responsible for answering incoming telephone calls, which are comprised of 911 emergency calls, non-emergency police related calls, and non-emergency non-police related calls. This job has no supervisory responsibilities.
Responsibilities and Reporting During an Emergency Situation:
Essential Employees may be required to work during a declared emergency. Depending on the nature of the emergency, this may require working around the clock for several days on short notice.
Non Essential Employees will not be required to work during a declared emergency. The employee's Department Head will determine when the employee will be required to work.
SIGN-ON BONUS
Additionally, you are being afforded a sign on incentive bonus of $2,000.00 gross as part of this offer.
The hiring bonus will be paid as follows:
- $1,000 of this bonus will be paid will be paid within one month of your start date .
- $1,000 of this bonus will be paid upon completion of two years of employment.
Perks and Benefits
- Free city-paid employee health coverage, additional for spouse or family
- 3 weeks Paid Time Off (sick & vacation)
- 13 paid holidays
- Pension plan & optional Deferred Compensation
- City-paid life insurance
- Optional Vision, Dental, and Disability Insurance
- Tuition reimbursement
- On-site Gym facility
- And much more!
Duties/Responsibilities
- Monitor incoming emergency and non-emergency phone lines.
- Assess and relay calls to appropriate agencies.
- Enter complaints into Computer Aided Dispatch system.
- Assist general public, co-workers, supervisors and other agencies as needed.
- May assist in providing on-the-job training for Police Call Takers and submit progress reports and evaluations of trainees.
- This position requires regular and reliable attendance and the employee's physical presence at the workplace
- Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of modern office procedures, methods, and equipment including computers, typewriters, printers, copiers, and telephone answering devices.
- Skill in multi-tasking and making quick decisions under stress.
- Skill in oral communications and listening for effective understanding, expression and clarity.
- Ability to operate necessary equipment, including Computer Aided Dispatch System (CAD); personal computer, multi-line telephone system, copier, facsimile machine and other standard office equipment.
- Must have the ability to work ten hour rotating shifts, including nights, weekends, holidays and during emergencies.
- Ability to perform under stress when confronted with individuals acting under stress and in emergency or life-threatening situations.
- Ability to remain non-judgmental when receiving information
- Ability to communicate compassion and empathy consistently.
- Ability to apply sound judgment and interpretation based on acquired knowledge in circumstances where limited standardization exists.
- Ability to exercise discretion due to the sensitive and confidential nature of information processed.
- Ability to draw valid conclusions in task processing and prioritization.
- Ability to handle multiple diverse task simultaneously while maintaining an attention to detail for ensuring accuracy in task performance.
- Ability to understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.
- Ability to understand, interpret and apply general and specific administrative and departmental policies and procedures.
- Ability to work under steady pressure with frequent interruptions and a high degree of public contact by phone.
- Ability to demonstrate an awareness and appreciation of the cultural diversity of the community.
- Ability to establish and maintain effective working relationships.
- Must be able to communicate effectively with the public, and remain calm under stressful and non-stressful conditions.
Minimum Requirements
- High School diploma or GED.
- Must take and pass a computer-based performance test.
- Mandatory Drug/Alcohol Testing required.
- Must submit to a complete background investigation including fingerprint check, polygraph (lie detector), and psychological evaluation and found to be of good moral character.
Physical Demands and Working Conditions
This work typically requires the following physical activities to be performed.
- Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching.
- Climbing – ascending, descending ladders, stairs, ramps, requires body agility.
- Reaching – extending hands or arms in any direction.
- Repetitive Motion – substantial movements of wrists, hands, fingers.
- Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
- Standing – for sustained periods of time.
- Stooping – bending body downward, forward at waist, with full motion of lower extremities and back.
- Crouching – bending body forward by bending leg, spine.
- Feeling – perceiving attributes of objects by touch with skin, fingertips.
- Fingering – picking, pinching, typing, working with fingers rather than hand.
- Grasping – applying pressure to object with fingers, palm.
- Talking 1- expressing ideas by spoken word
- Handling – picking, holding, or working with whole hand.
- Hearing 1 – perceiving sounds at normal speaking levels, receive information.
- Hearing 2 – receive detailed information, make discrimination in sound.
- Kneeling – bending legs at knee to come to rest at knees.
- Lifting – raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
- Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning.
- Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
- Visual Acuity 2 - color, depth perception, field of vision.
- Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
- Walking - on foot to accomplish tasks, long distances, or site to site.
Work performed is primarily:
- Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
WORK ENVIRONMENT
- Works in an office environment and sits for long periods of time
- Contact with internal and external customers and the general public.
- May be required to work hours other than the regular schedule including nights, weekends, and holidays.
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
Full-time regular City employee benefits:
- Health Insurance (Florida Blue)
- City paid employee coverage. HMO or PPO plans are available. Dependents can be added, Employee pays 30% of premium. Premium deductions are taken pre-tax.
- Basic Life Insurance (USAble Life)
- City paid. The benefit is equal to 1x the annual base pay, rounded to the nearest $1000.00.
- Optional Vision Insurance (VSP)
- Employee-paid insurance is available at group rates, and family plans are available to employees. Premium deductions are taken pre-tax.
- Optional Dental Insurance (Humana)
- Employee-paid insurance is available at group rates, and family plans are available to employees. Premium deductions are taken pre-tax.
- Supplemental Insurance
- Employees may purchase various types of supplemental insurance (life, AFLAC) at group rates through payroll deduction.
- Pension Plan (General) Administered by Resource Centers
- Pension Plan (Police and Fire) administered by Foster & Foster
- 401(a) (Mission Square)
- Certain management positions can opt out of the General Pension into a 401(a).
- Roth IRA (Mission Square)
- Offered through payroll deduction.
- Disability (USAble Life)
- Employee paid short & long-term disability insurance.
- Leave Time (Sick, Vacation)
- Paid Holidays
- City recognizes 13 holidays which include: New Year's Day, Martin Luther King Jr. Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day, Friday after Thanksgiving Day, Christmas Day, Birthday Holiday and Floating Holiday.**Birthday and Float after 1-year of service.
- Deferred Compensation Programs (Mission Square) OR (Nationwide )
- Tax-deferred savings plan available for retirement purposes. Employee-only contributions.
- Flexible Spending Accounts
- Employees can elect to use pre-tax dollars to cover un-reimbursed medical or dependent daycare expenses.
- Payroll Direct Deposit
- Available to any banking institution or credit union. Suncoast Federal Schools Credit Union membership is available to City employees.
- Employee Assistance Program (ESI)
- City-paid availability to licensed professional counselors for non-work related personal issues with 100% confidentiality.
Please note: Benefits do not apply to On-Call, Temporary, or Seasonal positions. Insurance Benefits only apply to regular Full-time positions.
