COMMUNICATIONS OPERATOR I - 311

BID/JOB ANNOUNCEMENT
COMMUNICATIONS OPERATOR I - 311
OFFICE OF EMERGENCY MANAGEMENT AND COMMUNICATIONS
Number of Positions: 9
Starting Salary: $48,960
Successful candidates must pass a drug screen and a background investigation. Persons offered employment must pass all pre-employment exams prior to appointment.
This position is open to current AFSCME BIDDERS AND the PUBLIC. Only current City employees covered under the City's Collective Bargaining Agreement with AMERICAN FEDERATION OF STATE, COUNTY, AND MUNICIPAL EMPLOYEES (AFSCME) - BARGAINING UNIT 1, 3, 4, & 5 are considered BIDDERS and are eligible to bid. Qualified BIDDERS who properly submit a bid application will receive preference over any non-bidders.
BID INSTRUCTIONS: Apply on the bid site: https://chicago.taleo.net/careersection/103/jobsearch.ftl?lang=en AND
1. Check the box on your profile titled "Currently employed by the City of Chicago"
2. Enter your employee ID (located on your pay stub labeled 'payee/employee number')
3. Select your correct bargaining unit
FAILURE TO FOLLOW THESE INSTRUCTIONS WILL RESULT IN A REJECTED BID APPLICATION.
Under supervision, answers and processes 3-1-1 calls from residents requesting city services, reporting non-emergency incidents, or inquiring about City programs.
ESSENTIAL DUTIES

• Operates a computer terminal and telephone equipment to receive and process 3-1-1 calls to the 311 City Services Center;
• Processes requests for city services by entering information obtained from callers onto a computerized intake form and electronically forwarding requests to appropriate City departments for response;
• Receives and forwards calls reporting incidents of a non-emergency nature requiring a police response to appropriate personnel;
• Provides information and responds to inquiries regarding city programs and services, special events and other scheduled City sponsored activities;
• Answers calls requesting general information or City directory assistance, and provides callers with the appropriate telephone numbers or transfers the calls to the appropriate department or personnel;
• Relays calls of an emergency nature to 9-1-1 emergency communications personnel;
• Accesses a language bank to obtain translator services to process 3-1-1 calls from non-English speaking clients. Performs other related duties as required.

Additional duties may be required for this position.
Location : Office of Emergency Management and Communications
Address: 2111 W Lexington Street
Shifts : 7 am to 3 pm, 3 pm to 11 pm, 11 pm to 7 am (assignments based on seniority and operational needs)
Days off: Rotating (employees are required to work on weekends and holidays)
THIS POSITION IS IN THE CAREER SERVICE.
Qualifications
MINIMUM QUALIFICATIONS
One year of experience involving public contact work supplemented by six months of computer data entry experience. Must be able to type a minimum of twenty-five words per minute .
SELECTION REQUIREMENTS
This position does not require an interview.
This position requires applicants to successfully complete a written/skills assessment test with multiple components and affirmatively answer a Willingness and Ability Questionnaire. Test results will be sent out by the Department of Human Resources after test results have been compiled and analyzed. Bidders who receive a passing score on the test AND affirmatively answer the Willingness and Ability Questionnaire, will be hired in seniority order according to the collective bargaining agreement. Non-Bidders who receive a passing score on the test AND affirmatively answer the Willingness and Ability Questionnaire, will be hired in Lottery Order, AND
Preference will be given to those who possess

• Previous customer service experience in a call center environment

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.
The City of Chicago is an Equal Employment Opportunity and Military Friendly Employer.
City of Chicago
Brandon Johnson, Mayor
Applications for this position will be accepted until 11:59 pm CST on Wednesday, April 10th.