911 Emergency Communications Specialist - EXAM

(Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)

• Supervises call center staff, to include preparing work schedules, making assignments, approving leave requests, conducting performance evaluations, and initiating disciplinary actions;

• Evaluates staffing needs and schedules overtime assignments for the upcoming week; ensures that the oncoming shift is adequately staffed and schedules emergency overtime as needed;

• Monitors operational situations/conditions and modifies the daily assignment schedule as required to meet operational needs;

• Monitors the "Calls Waiting" computer monitor to ensure available staff is appropriately allocated;

• Monitors communications from other agencies requesting assistance;

• Observes and evaluates employee behavior, and takes corrective action as needed;

• Mediates employee disputes and addresses grievances;

• Answers inquiries from employees about technical, legal, and division matters;

• Maintains and updates employees' weekly time sheets;

• Plans and conducts training/testing for employees as needed;

• Monitors and directs training for new employees in the coaching program;

• Develops and conducts training to address non-routine emergency situations, specific problems or procedures not being performed properly, and refresher training;

• Administers certification and recertification testing for emergency medical dispatching;

• Researches and responds to requests for C.A.D. information from division personnel;

• Investigates and prepares written reports regarding complaints and employee misconduct;

• Interacts with and provides information to the media as appropriate;

• Makes necessary notifications or takes appropriate action in the event of equipment malfunction or other emergency situations;

• Monitors radio transmissions and calls taken by personnel for quality assurance;

• Utilizes quality assurance software to review and evaluate the handling of emergency calls; prepares reports to summarize quality assurance assessments; provides feedback to personnel as appropriate.

Considerable knowledge of the 911 Emergency Call Center practices and procedures; considerable knowledge of the operations of the C.A.D. system, 800 MHz radio system, and the LEADS computer system; considerable knowledge of police 10-codes; considerable knowledge of the applicable collective bargaining contract; general knowledge of the division directives, policies, and procedures; general knowledge of the names and location of principal streets and buildings in the City of Columbus; general knowledge of the geographical layout for the City of Columbus; general knowledge of Public Safety hierarchy and specialized units/ bureaus to be dispatched; ability to operate the C.A.D. system, 800 MHz radio system, and the LEADS and PoliceNET computer systems; ability to perform multiple tasks simultaneously; ability to work under pressure and in a high stress environment; ability to think and act quickly and calmly in an emergency or crisis situation; ability to deal tactfully and effectively with the general public; ability to supervise others; ability to train new employees; ability to write and speak effectively; ability to work effectively with others.

The names of the applicants passing this administration of this exam will be used to create a NEW, OPEN COMPETITIVE, eligible list for this classification.  If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process.   Questions regarding this process can be directed to the Test Center at 614-645-7439. 

The examination process will consist of a situational judgement exam weighted 15% covering problem scenarios with response options; a computerized exam weighted 60% covering Reading Comprehension, Problem Sensitivity, Logic and Reasoning, English Usage, Grammar, and Spelling, and 2019/2021 Outlook, Word, and Excel; and a written work sample, weighted 25% assessing written communication, grammar, and spelling.

Approved applicants will be notified by mail/email of their scheduled test date and time. 

All applicants must complete all phases of the testing process in order to receive a final score.  The names of all candidates who pass this examination will remain on the eligible list for two years, unless the eligible list is replaced prior to or extended beyond the two years.  If a candidate's name is certified and the candidate is to be considered for employment, the hiring process will include one or more interviews, a criminal background check, and a pre-employment drug test.  For any position within the Division of Police, the hiring process will also include the completion of an extensive personal history questionnaire and a polygraph examination.

The certification process will be:  Fixed Band

The City of Columbus is an Equal Opportunity Employer