What are the responsibilities and job description for the Emergency Response Call Operator (Gold Path) position at City of Memphis Careers?
ESSENTIAL JOB FUNCTIONS: Works under the general direction of an assigned supervisor in the E-911 Public Safety Answering Point (PSAP)/Communications Service Center, Police Services. Operates a computer-aided telephone in order to provide emergency and routine dispatcher services to officers and the public.
1. Collects and records information received by documenting the nature of the call, location and circumstances of the call, description of the responsible parties and/or suspects, and the name and number of the caller.
2. Categorizes and labels calls based on information provided, and determines the order of response to emergency and non-emergency calls based on available resources.
3. Directs and transfers non-emergency calls to other city resources as needed.
4. Researches geographical information to assist Police Officers in responding to emergency and non-emergency calls.
5. Updates various lists and files in order to secure required wrecker and ambulance services and to have accurate and timely information available for callers requesting service.
OTHER FUNCTIONS:
1. Performs additional functions (essential or otherwise) which may be assigned.
TYPICAL PHYSICAL DEMANDS: Requires the use of equipment such as video/monitor receivers, computer-aided telephones, and dispatch systems to review information and check the status of particular events; operates Telecommunication device for the Deaf (TDD) telephone for the hearing and speech impaired. Requires the ability to communicate effectively to obtain and record information from the caller. Involves contact with staff and police personnel and various other emergency responders.
TYPICAL WORKING CONDITIONS: The E-911 Public Safety Answering Point (PSAP)/Communications service center is highly secured, enclosed area. Incumbents must remain at the assigned work station except for designated break and lunch periods and are not allowed to leave work station without a relief operator. Since incumbents perform duties in close proximity with each other, background noise from calls received by other incumbents may be distracting.
MINIMUM QUALIFICATIONS:
1. Must be at least eighteen (18) years of age by the stating date of employment.
2. Attains and maintains State of Tennessee certification through approved training for public safety dispatcher on the National Crime Information Center (NCIC)/Tennessee Information Enforcement Systems (TIES)/National Law Enforcement. Telecommunications Systems (NLETS) within two days after completion of training.
3. Must not have been convicted of or pleaded guilty to or entered a plea of nolo contendere to any felony charge or to any violation of any federal or state laws or city ordinances relating to force, violence, theft, dishonesty, gambling, liquor or controlled substances.
4. For those who have served in the Armed Forces of the United States, type of release/discharge must be “honorable”.
5. High school graduate or equivalent. Geographical knowledge of the City of Memphis is preferred.
6. Must be able to work various shifts and weekends.
7. Bilingual abilities strongly preferred.
SPECIAL REQUIREMENTS: The ideal candidate for this position will have previous 9-1-1 call taker /dispatcher experience utilizing Emergency Call Handling software and a Computer Aided Dispatch System. The ideal candidate will also possess the ability to operate a multi-line phone system in a professional setting; the ability to multi-task in a high volume, high stress work environment; and the ability to maintain composure and to deal effectively with people in emergency situations.
The City Charter requires that City Employees must establish residence within Shelby County within six (6) months from date of Employment. Proof of residence will be required at the time of hire.
The City of Memphis is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. To request disability accommodation in the application process, contact the Office of Talent Management at talent.management@memphistn.gov.
Division: Police Services
Service Center: Communications
