What are the responsibilities and job description for the 911 Citizen Service Advisor I position at City of Norfolk?
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. 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. 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. Operates various telecommunications equipment and applications to allow for the dispatch of public safety units. Simultaneously attends to non-emergency phone calls while entering and extracting data from computer systems. The work involves providing a variety of customer service functions in the city's municipal contact center.
Department Hiring Salary Range: $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. 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: 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. 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.
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).
Days – 7:00 a.m. to 3:30 p.m.
- Nights – 6:00 p.m. to 2:30 a.m.
Signing Bonus: This position is eligible for a one-time $5,000 signing bonus.
Salary : $40,960 - $66,764
Service Advisor
Tesla Motors, Inc. -
Norfolk, VA
Service Advisor
Priority Hyundai -
Chesapeake, VA
Service Advisor
Pete's RV Center -
Chesapeake, VA
