Job Abstract

DUTIES
Answer emergency and non-emergency telephone calls from citizens, elicit pertinent information, analyze situations to determine problem and make sound decisions as to the appropriate level of response. Have the ability to display compassion and empathy toward callers at all times; utilizing different techniques to calm the caller when needed. Be familiar with the procedures for handling various call types. Maintain familiarity with the streets and geography of the city and the various agencies available to help those in need. Generate incidents using the computer aided dispatch (CAD) system, following proper procedures and assigning each incident an appropriate prioritization level. Contact other public safety entities, city departments and external agencies as needed. Operate the emergency 9-1-1 telephone equipment and the associated software used by the department of public safety. Be familiar with applicable state and municipal ordinances. Handle any other duties as directed by proper authority.

Typical Tasks
Answer incoming calls placed to 9-1-1 or non-emergency telephone lines. Determine nature of problem and when appropriate, connect caller to another agency for handling. Generate a computer aided dispatch (CAD) incident for public safety response by entering pertinent information relative to the incident into the computerized dispatch system. Follow procedures, assign each incident the appropriate coding and prioritization. When a response is not needed, make referrals as needed to the caller. Make computer inquiries into the CAD system or other database utilized by the department, as needed.

Work Hours
The Public Safety Communications Center operates 24 hours a day, seven days a week, 365 days a year. Communications Specialists work various schedules which include days, nights, weekends, holidays, and overtime. Employees are restricted to working 16 hours in a 24 hour block of time.

12 Hour Shifts: 0630 – 1830 / 1830 – 0630 Working 2 on, 2 off and every other Saturday, Sunday, Monday off

MINIMUM QUALIFICATIONS
A High School Diploma or GED is required. A valid State of Ohio Driver’s License or State ID is required. Must be able to type at least 30 words per minute.

Must be able to pass a detailed criminal background check, drug test and physical.

Must pass any certification testing required to perform the duties of the position and maintain said certifications as required. Certifications include those required to access national, state and local criminal databases (LEADS/NCIC, LERMS) as well as a 40-hour public safety tele communicator course. Instruction in these or any other job specific certifications will be provided as part of employee’s training.

Must be organized, able to multi-task, remain calm under a great deal of stress and pressure, possess the ability to assess a situation quickly and use good judgment. Must have excellent verbal and written communication and people skills to relay vital information quickly and effectively.

NOTE: Minimum qualifications must be met as of the last day of the filing period unless otherwise stated.

RESIDENCY CREDIT
In accordance with the Ordinances of the City of Cleveland: A person who has had as his/her primary residence in the City of Cleveland for at least one year at the time of filing a Civil Service application, and desires to take an entry-level Civil Service examination, shall, if a passing grade on the written examination is attained, have ten (10) points added to his/her passing score. (NOTE: Not all Examinations consider residency credit in the scoring process) To substantiate a claim for residency points, Applicants must UPLOAD LEGIBLE COPIES of the following:

A signed and notarized Residency Affidavit available on the City’s website here:
https://www.clevelandohio.gov/sites/clevelandohio/files/AffidavitOfResidency0321.pdf


VETERANS’ PREFERENCE
Veterans' preference will be awarded, when applicable, to eligible veterans in accordance with Civil Service Rules 4.40E, 4.40F and 4.40G. Proof of active service or a DD Form 214, must be presented to the Commission at the time of filing application for the examination in which credit is sought in order to qualify for veterans' credit. If the applicant has received an honorable discharge or a general discharge under honorable conditions that applicant shall receive an additional five (5) points added to their raw score on the examination; or ten (10) points are added to their raw score on the examination if applicant’s supporting documentation indicates more than fifteen percent (15%) service connected disability.

NOTE: Only DD Form 214 (long form) or an official armed service document indicating type of discharge or separation and the dates of active service will be accepted as proof of active service.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, sex, national origin/ancestry, military status, disability, age and religion.