911 Emergency Call Taker - 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.)

• Operates a computerized emergency telecommunications console;
• Responds to and handles incoming calls for emergency police, fire, and/or medical services via an enhanced 911 system, non-emergency, TDD or TYY, and other telephone lines;
• Answers cellular 911 calls and determines location of incident using resources available; transfers the calls to correct jurisdictions when necessary;
• Receives and responds to requests for emergency services via text message (SMS);
• Verifies the correct address or location of the emergency incident by viewing automated identification and location systems and available resources;
• Utilizes emergency medical dispatch protocol software to solicit answers from callers to specific questions in accordance with standard practices;
• Asks questions of callers to obtain information to properly identify the specific type and priority level of emergency in order to facilitate the appropriate emergency response;
• Views multiple computer monitors, geographic information systems, maps, and computer-aided dispatching systems;
• Inputs information into a computer in accordance with established protocol;
• Provides pre-arrival instructions to callers regarding actions to be performed until emergency personnel arrive on the scene;
• Utilizes reference materials such as maps, directories, and street locators in order to obtain information to accurately refer citizens to other agencies or jurisdictions;
• Performs queries upon request by police officers and other authorized personnel using a computerized national, state, and regional crime information system;
• Refers non-Emergency Calls to the appropriate agency or jurisdiction;
• Takes appropriate follow-up actions in response to hang up calls to ensure proper emergency response;
• May maintain contact with callers until emergency response units arrive on scene;
• May provide training, mentoring, or coaching to trainee-level personnel and prepare detailed documentation of training;
• May prepare informal written reports.

Completion of the twelfth school grade. Substitution(s): A certificate of high school equivalence (GED) will be accepted in lieu of a high school diploma.
Knowledge, Skills, and Abilities:
Considerable knowledge of basic spelling and English usage; general knowledge of procedures for data entry using a computer; skill to data enter 4,000 keystrokes per hour; ability to listen and process information while quickly and accurately entering information using a keyboard; ability to hear, understand, and accurately transcribe spoken information; ability to work under pressure and in a high stress environment; ability to think and act quickly and calmly in emergency or crisis situations; ability to assess and prioritize information received quickly; ability to operate a computer and utilize related software; ability to see, to read and verify the accuracy of information on multiple computer screens; ability to speak clearly and concisely; ability to follow instructions; ability to recall information; ability to read a map or street locator; ability to locate principle streets, natural landmarks, major buildings, and institutions; ability to understand and communicate standard descriptions of persons or vehicles; ability to establish and maintain effective working relationships; ability to maintain composure and communicate effectively with callers who are disoriented, excited, hysterical, angry, or otherwise not clear-minded. COMPETITIVE EXAMINATION ANNOUNCEMENT: The names of the applicants passing this administration of this exam will be MERGED, according to score, with the names of applicants on the current eligible list. If you are interested in having your name included on the 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 computerized job simulation exam weighted 100% covering Decision Making, Data Entry, Call Summarization, Memory Recall, Prioritization, and Spelling. Candidates must achieve an averaged 3500 keystrokes per hour (KPH) on the data entry subtests in order to continue taking the rest of the test.
The exam is expected to be administered in mid-April. 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
Employment Type: Full-time