911 Citizen Service Advisor I

Emergency Communications is a division of the Norfolk Police Department and serves as a central point to provide timely, accurate, and critical 24-hour communications with all field public safety units. Â It is structured to provide public access for emergency 911, and non-emergency response from Public Safety Personnel, such as police, fire, and medics by being staffed on a 24-hour basis, seven days a week. Â It also serves as the 24-hour point of contact for all multi-jurisdictional, state, and federal notifications regarding public safety.

The 911 Public Safety Administrative Calltaker (Citizen Service Advisor I) functions to receive requests for police, fire, and emergency medical services via non-emergency phone lines and operates computer-aided dispatch (CAD) systems for Police and Fire/EMS dispatching. Â Operates various telecommunications equipment and applications to allow for the dispatch of public safety units. Â Simultaneously attends to non-emergency phone calls while entering and extracting data from computer systems. Â The work involves providing a variety of customer service functions in the city's municipal contact center.

Department Hiring Salary Range:Â $40,960 - $44,759

The Essential Functions Include But Are Not Limited To

• Responds to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquires by telephone, computer, and/or mailings.
• Follows division protocols and scripts to provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job-related office equipment; meets quality standards for service.
• Refers inquires, or follow up, as needed, to applicable City departments and agencies.
• Performs administrative support work such as entering, updating, and editing customer service requests; determines appropriate processes to be used; maintains clear and organized handwritten and/or electronic records.
• Keeps current regarding the functions and operating procedures of City departments and agencies; maintains knowledge of the City's website, and geography of the City and surrounding areas
• Keyboard proficiency is required to effectively train and perform successfully in this position. Â Typing speed of 25 words per minute is required and will be tested.
• Attend in-house training session with senior Public Safety Telecommunicator Supervisor, attaining the following certifications: Â Cardio-Pulmonary Resuscitation (CPR), Virginia Criminal Information Network (VCIN/NCIC), Department of Criminal Justice Services (DCJS) certification.
• Train and certify on multi-line administrative phone lines and associated public safety equipment.
• Field potentially stressful calls while entering information into computer aided dispatch system (CAD) for police/fire/ems dispatch. Â Administrative calls generally are of a lesser priority but can quickly transition to emergency calls.
• Ability to speak clearly and effectively control a conversation with distressed callers.
• Ability to read maps, reference books, technical manuals, medical cards, and related correspondence.
• Work involves choices of actions within limits set by standard practices and procedures. Mature and professional judgment is required to apply the proper course of action.
• Maintain communication with other departments which may involve decision-making for public safety purposes.
• Ability to work with various local, state, and federal law enforcement agencies.
• Performs related work, as required.
  
  

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Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

Required

• Ability to type 25 wpm
• One year of customer relations experience to include direct customer contact, problem identification and resolution.
• Ability to easily navigate a desktop computer and provide professional customer service in a stressful public safety environment is a plus
  
  

Preferred License(s) and/or Certification(s): Virginia Criminal Information Network/National Crime Information Center  (VCIN/NCIC), Cardiopulmonary Resuscitation (CPR), Department Criminal Justice Services (DCJS). Â

Working Hours:Â The shift will be an eight (8) hour shift, 40 hours per week, and workdays will be dependent on the administrative calls call-volume.Â

• Days - 7:00 a.m. to 3:30 p.m.
• Nights - 6:00 p.m. to 2:30 a.m.
  
  

Signing Bonus:Â This position is eligible for a one-time $5,000 signing bonus.