The Call Center Specialist is responsible for providing emergency assistance and response through the use of communications equipment. This position is governed by state and federal laws and agency/institution policy.
Receives and records incoming emergency calls, advises caller on appropriate first aid measures, maintains contact and dispatches appropriate emergency personnel, and acts as communication link between emergency personnel and treatment center. Tracks movement of hazardous material across the state, monitors movement of storm systems or other potentially disastrous situations, and alerts appropriate emergency personnel as required. Activates warning sirens at Arkansas nuclear reactor sites weekly for testing purposes or in the event of an emergency. Places and records calls for hearing-impaired persons via computer terminal and acts as voice intermediary. Receives, records, reports, and relays information and/or requests for assistance from various public officials, departments, or the general public in life and death situations involving medical assistance, transmission of health information, or danger. Performs other duties as assigned.
Special Job Dimensions
Knowledge, Abilities, and Skills
Knowledge of communications operating procedures. Knowledge of advanced first aid. Ability to operate broadcasting and receiving equipment. Ability to advise others in emergency treatment procedures. Ability to keep routine records. Ability to read maps.
Minimum Education and/or Experience
The formal education equivalent of a high school diploma; plus two years of training and/or experience in radio dispatch, first aid, or related field. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Experience in examining claims and reviewing documents. Experience composing and typing routine office correspondence. In addition strong verbal interviewing skills and experience working in a call center enviroment are desired.
Certificates, Licenses, Registrations