911 Operator

Douglas County•Ne, NE

4d•Onsite

About The Position

Incumbent works under the direction of the Director Emergency Communications, or designee, receiving and routing initial emergency and non-emergency calls for public safety services. Essential Functions Process high call volumes for law enforcement and fire/Emergency Medical Services (EMS). Establish and maintain effective work relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, judges, other agencies, and the public. Comply with Civil Service policies and regulations, collective bargaining agreements, County policies, department policies and laws to create a cooperative, safe, respectful and quality work environment. Question callers ascertaining the nature and location of the emergency using established procedures, methods and techniques in determining response. Enter essential caller information as received into Computer Aided Dispatch (CAD) system. Decipher caller’s speech (e.g. accents, inebriated, incoherent). React, quickly, positively, and firmly to callers. Process emotionally tense and distressing emergency situations utilizing tact and compassion. Prioritize calls based on the situation, recognizing and addressing duplicate calls. Read maps and determine callers and/or victims physical location. Relay calls to appropriate area (e.g. fire/EMS dispatch, law enforcement) obtaining relevant information. Escalate unusual issues to supervisor. Attend training classes (e.g. on-the-job training, seminars, workshops). Provide constructive process and procedure improvement suggestions. Testify at court hearings. Report to work with regular, consistent attendance. Perform other duties as assigned and directed.

Requirements

High school diploma or equivalent required.
One (1) year experience in customer service, fire/rescue, or use of phone/radio communication system required.
Must be able to type/keyboard 35 net wpm.
Bilingual (Spanish/English) may be required.
Completion of a pre-employment criminal records check and conditional offer drug screen, auditory exam, and psychological evaluation required.
Equivalent combination of education and work experience may be substituted for requirements on a year-for-year basis.

Responsibilities

Process high call volumes for law enforcement and fire/Emergency Medical Services (EMS).
Establish and maintain effective work relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, judges, other agencies, and the public.
Comply with Civil Service policies and regulations, collective bargaining agreements, County policies, department policies and laws to create a cooperative, safe, respectful and quality work environment.
Question callers ascertaining the nature and location of the emergency using established procedures, methods and techniques in determining response.
Enter essential caller information as received into Computer Aided Dispatch (CAD) system.
Decipher caller’s speech (e.g. accents, inebriated, incoherent).
React, quickly, positively, and firmly to callers.
Process emotionally tense and distressing emergency situations utilizing tact and compassion.
Prioritize calls based on the situation, recognizing and addressing duplicate calls.
Read maps and determine callers and/or victims physical location.
Relay calls to appropriate area (e.g. fire/EMS dispatch, law enforcement) obtaining relevant information.
Escalate unusual issues to supervisor.
Attend training classes (e.g. on-the-job training, seminars, workshops).
Provide constructive process and procedure improvement suggestions.
Testify at court hearings.
Report to work with regular, consistent attendance.
Perform other duties as assigned and directed.