Telecommunications Operator

Job Description Summary

Signing Bonus - $2,500 - $3,500 depending on experience*

Relocation assistance*

Review Date: May 18, 2024

The city of Goodyear is looking for Telecommunications Operators to join the Telecommunications Team. This position answers 911, TDD, and administrative telephone lines and provides information requiring a broad knowledge of City/Police affairs. Retrieves and transmits data to/from officers. Inputs initial incident data into the Computer Aided Dispatching System. Operates as a communications trainer. Position requires a high school diploma or GED; at least one (1) year work experience in a customer service, clerical, administrative, or dispatching field and a minimum of 3970 keystrokes. Position requires working rotating shifts to include days, evenings, nights, holidays, overtime and weekend shifts.

The ideal candidate will possess at least two (2) years prior Emergency Dispatch experience in an emergency services communications center. Will be familiar with law enforcement processes, possess a calm demeanor and be able to work days and/or nights, weekends, holidays and overtime hours as needed. Ideally will possess ACJIS TOC certification and type 45 WPM.

Applicants should have speaking voices that are clear and easily understood over both the phone and police radio.

At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to build and maintain a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values:

Adaptability

• Integrity

• Initiative

• Empathy

• Optimism

• Innovation

Examination Process: Only a limited number of the most highly qualified applicants meeting the city's requirements will be invited for an interview. Examination process for this position will include:

CritiCall Skill Test

The computerized CritiCall pre-employment test measures computer-related multitasking abilities and skills a person needs to possess to become a successful dispatcher.

The test requires applicants to listen over a headset and the skills test will cover the following:

Data Entry

Data Entry MT (Audio)

Call Summarization

Cross Referencing

Cross Referencing (Audio)

Memory Recall-Numeric (Audio)

Prioritization

Suburban

• Rural Map Reading

Reading Comprehension

Applicants will have one hour and forty-five minutes to complete the assessment.

Panel Interview

Successful applicants will be interviewed by an interview panel. The applicants will be asked several questions in reference to their abilities to perform the objectives of the position. Also, applicants will be asked situational questions related to decision making and judgment. Applicants will be graded and ranked based on their performance.

Background Investigation

After successful completion of the testing process, selected applicants continuing in the process will be given a background packet to complete and will be interviewed by a background investigator.

Polygraph Examination

During the background investigation, applicants will be given a polygraph examination administered by a qualified, state licensed police polygraph examiner. The examination will cover criminal activity, drug usage, truthfulness, integrity and employment history.

Psychological Evaluation

The psychological evaluation consists of two parts: a series of written tests to include a suitability assessment and an interview with a certified Psychologist.

Substance Abuse Screening

In accordance with City guidelines, all employees who work in safety sensitive positions will be subjected to pre-employment controlled substance drug and alcohol testing. All offers of employment are conditional upon an applicant's successful completion of screening.

Please Review the Listed Automatic Disqualifiers for the Position

• Minus taxes and should new hire resign within 12 months of hire, the signing bonus received will be refunded to the city by deduction from your final pay checks.

Should new hire resign within 24 months of hire, the relocation assistance received will be refunded to the city, prorated, by deduction from your final pay checks.

Essential Functions

This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.

• Assists citizens who call 911 for police, fire and medical emergencies, Telecommunication Device for the Deaf (TDD), and multiple administrative telephone lines by answering and screening all incoming calls, working under pressure and extreme time constraints to assess the emergency situation and act upon it, coordinating calls and relaying information and assistance requests to appropriate public safety agency. Maintains guardianship of keybox and is responsible for the checking in and out of various facility, vehicle and equipment keys.

• Retrieves and transmits data to/from officers by determining the nature and location of emergencies, prioritizing urgent situations, utilizing the Computer Aided Dispatch and ACJIS on (CAD), and maintaining contact with people involved. Updating the various call-out lists as needed. Maintaining and updating the computerized rolodex file with the most current information available.

• Inputs initial incident data into the Records Management System by entering, retrieving, and updating information from teletype and network relating to wanted persons, stolen property, vehicle registration, and other information.

• Operates as a communications trainer by instructing and monitoring new personnel, completing written training evaluations, updating training manual; and scheduling classes, certifications, and ride-a-longs.

• Performs various office duties with extreme accuracy by notarizing documents, creating and updating city geographic files, providing clerical and administrative support, , and maintaining detailed written logs containing statistics and report information.

• Maintains Arizona Criminal Justice Information (ACJIS) files. Performs various ACJIS functions such as entering, clearing and/or canceling wanted persons, missing persons, articles, guns and vehicle files. Verifying entries, cancellations and clears. Monitors ACJIS notifications such as hit confirmations, amber alerts and ATL's) coming in from ACJIS printer. Maintains Terminal Operator Certification (TOC) in order to perform ACJIS functions. Performs criminal history checks for both hiring and criminal justice purposes.

Requirements

• Formal Education/Knowledge:Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

• Experience:Minimum one year of experience in a related field.

• Certifications and Other Requirements:Typing requirement of 35 words per minute or 10,500 keystrokes per hour.

• Reading:Work requires the ability to read manuals, maps, and data sheets.

• Math:Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, division, and general accounting.

• Writing:Work requires the ability to write reports, proposals, worksheets, and letters.

• Managerial:Job has no responsibility for the direction or supervision of others but may provide advice/direction to an employee with less experience/skill or tenure.

• Policy/Decision Making:Moderate

• The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Projects and daily work are managed with little oversight, however special assignments and significant work products may be reviewed upon completion. Typical positions in this category are supervisory, highly technical, or lower level professional jobs.

• Technical Skills:Comprehensive Application

• Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities.

• Interpersonal/Human Relations Skills:High

• Interactions may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may also involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.
  12 Month Objectives

• Successfully complete the Telecommunications Training program including an in-house 4-week academy and 2 9-12-week phases covering emergency and non-emergency phone skills and emergency radio operations.

• Developeffective oral communication skills and the ability to speak clearly over the phone and the radio as demonstrated by clearly answering incoming calls, assisting callers and through clearly and accurately responding to incoming radio traffic and dispatching Police personnel to calls for service.

• Learn thegeography of the City of Goodyear as evidenced through practical and training exercises and accurately entering locations of calls for service into the CAD system.

• Develop skills to effectively utilize the Computer Aided Dispatch (CAD) and Records Management Systems (RMS) through training and practical exercises.

• Work under pressure and be able to accurately assess emergency situations, and make sound, independent decisions as demonstrated to supervisory personnel and trainers in training and live situations.

• Answer 9-1-1, TDD, Text and administrative phone lines, and obtain pertinent information as demonstrated by efficiently and accurately entering calls for service into the CAD system.

• Obtain Level A Terminal Operator Certification (TOC) through ACJIS within 6 months of employment by successfully passing the required test.

• Obtain Notary Public Certification through the State of Arizona.

• Practice EXCEPTIONAL CUSTOMER SERVICE when dealing with the public as evidenced by displaying a genuine interest in their needs and answering questions, sending assistance or providing knowledgeable referrals when needed.

• Maintain a clean and serviceable uniform as well as a high standard of personal hygiene as directed by department policy.

• Work effectively with fellow employees and supervisors by practicing good communication skills, support, and teamwork.

• Maintain an acceptable attendance record by reporting to shifts on time and limiting unplanned leave.

• Receive an overall Successful rating on a City performance appraisal at the six-month, mid-term and at the end of the one-year trial period.