Answer incoming emergency and non emergency calls using a multi-line phone system; screen, evaluate, provide assistance, coordinate and disseminate critical information via specialized computer and communication systems, and/or refer calls to the appropriate person/department; perform multiple activities simultaneously by responding to communications and events while maintaining precision, accuracy and swift response times; work in a team setting while receiving training and coaching from various sources; complete NCIC checks and perform other technical tasks related to the assigned area of responsibility.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:
High school diploma or GED supplemented by thirty (30) credit hours college level course work in general studies, plus two (2) years of full-time multi-line phone and/or customer service experience (by phone or in person) to include one (1) year of full-time computer user experience. Experience processing public service calls in a law enforcement, open space or fire agency is desirable. Related education and experience may be interchangeable on a year for year basis. Must pass New Mexico Department of Workforce Connection typing test and/or City of Albuquerque approved typing test at forty (40) net WPM. To schedule a typing test please call the New Mexico Department of Workforce Connection Typing Test Unit at (505) 841-9320. Must pass Drug Test, Hearing Test, Criminal Records check, and Background check. Must be able to work holidays, weekends, irregular hours and shift work may be required with possible extension of shift hours, at times with short notice. Possession of National Incident Management System (NIMS) Certification desirable. For Telecommunication Operator I (C1): Possession of a NCIC Certification within one (1) year from date of hire. Possession of a New Mexico Department of Public Safety Telecommunicator Certification within one (1) year from date of hire. For Telecommunication Operator I (C1C - Certified): Possession of a NCIC Certification. Possession of a New Mexico Department of Public Safety Telecommunicator Certification. The selection process for the Telecommunications Operator I may include an assessment of the candidate's decision making abilities, judgment, and capacity to perform job tasks including accurately interpreting and recording events and information, keyboarding skills, memory recall, multi-tasking and listening skills.
ADDITIONAL REQUIREMENTS :
This is a safety sensitive position and requires a pre-employment physical, drug screening, and random drug/alcohol testing. Position requires: Background check, Pre-employment physical, Shift work, Odd days off.
PREFERRED KNOWLEDGE, SKILLS AND ABILITIES IN THE FOLLOWING AREAS:
Pertinent Federal, State and local laws, codes and safety regulations
Operate emergency communication systems
Work under pressure, exercise good judgment and make sound decisions in emergency situations
Effectively communicate with and elicit information from citizens in traumatic or crisis situations
Perform multiple tasks simultaneously
Maintain an accurate typing speed of forty (40) WPM
Operate a computer terminal, teletype and other office equipment
Read a City map and be familiar with City geography
Understand and follow oral and written instruction
Communicate clearly and concisely, both orally and in writing
Maintain security and confidentiality of information
Establish and maintain cooperative working relationship with those contacted in the course of work
Maintain records, files and logs
Interpret and explain city policies and procedures
Respond to requests and inquiries from the general public
City of Albuquerque - 12 months ago