911 Call-Taker

  • CITY OF MINNEAPOLIS
  • Minneapolis, Minnesota
  • Sep 17, 2022
Full Time Customer Service Emergency Management
  • Salary: $23.87 - $32.47 Hourly USD

Job Description

Position Description

Hiring Incentive- 911 Operator/Call Takers are eligible to receive $1,000 in hiring incentives.

Are you looking for a career in a fast-paced, ever-changing, dynamic work environment? As a 911 Call Taker, you will serve as the first level of public contact for the Minneapolis Emergency Communications Center, answering and classifying calls for emergency assistance involving police, fire or medical emergency and other public service requests. A career as a 911 Operator is very rewarding and is an essential facet to the City’s public safety. P lease view the following video:
Engaged - Supportive - Professional Working hours/shift work

Working hours/Shift work: MECC is staffed 24 hours a day, 7 days a week. Probationary employees are assigned shifts based on staffing needs and requirements. There is no guarantee a probationary employee will work a specific shift. Probationary employees will be assigned to different shifts based on staffing shortages and coverage needs. After probation, employees will choose from work schedules that have been determined by management based on their seniority in their current job classification. Due to staffing needs, the least senior employees may not have the opportunity to work their preferred shift. Staffing shortages which occur during the year are generally filled by reverse seniority (the least senior employee in the affected classification is required to change work schedules). 911 Operators/Call Takers should expect to work a high percentage of weekends AND holidays.

Work Location -This position currently works on-site only.

COVID-19 Vaccination and Testing Alternative Policy -- The City is concerned about the health, safety, and well-being of employees. All employees must either provide proof of being fully vaccinated or undergo weekly COVID-19 testing if not fully vaccinated.

Hiring Incentive- 911 Call takers are eligible to receive $1,000 in hiring incentives.

Continuous Application Process -- This job posting will be used for on-going hiring without closing for applications. Applications will be reviewed in groups on an on-going basis as described in the Selection Process section below.

Starting Salary: $23.867 but could be higher based on relevant experience
Job Duties and Responsibilities
  • Use the 911 telephone and computer-aided-dispatch systems to answer and process emergency and non-emergency requests for service from the public, and other sources, classifying requests by following department procedures and policies.
  • Provide on-going updates to responding field personnel in real time.
  • Alert appropriate supervisory personnel when necessary.
  • Initiate emergency phone tracing using special procedures for landlines and cell phones.
  • Operate the information radio, handling incoming radio messages from Minneapolis Police Department (MPD), Minneapolis Fire Department (MFD), Minneapolis Animal Care and Control, and other agencies as requested. Process service requests for these and other agencies. Process service requests for these and other agencies.
  • Enter missing and found person reports in the National Crime Information Center (NCIC) computer database. Monitor and respond to ShotSpotter and bait vehicle activations.
  • Process warrant checks for MPD per requests with Hennepin, Ramsey, and Anoka Counties, and on NCIC. Make checks on license plates, and other items such as guns, bicycles, and other items in NCIC/CJIS per requests.
  • Monitor messages from the State computer system and disseminate information appropriately according to policy and procedure. Send teletype messages to other agencies.
  • Enter and sign on off duty numbers for MPD and Minneapolis Park Police Department (MPPD) Officers.
  • During storms, collect information on power outages, downed trees, and blocked streets and follow emergency storm protocols outlined in department policy.
  • Contact other emergency service organizations, public works crews, utility companies, and others as necessary.
  • Assist in training, monitoring, testing and evaluation of new MECC operators; may provide classroom training to small groups of new employees; may work with new employees and provide coaching and advice on job performance
  • Host and explain operations to visitors and observers. Attend community meetings and represent the 911 Center as a member of internal and external committees and on special projects as required.
  • Maintain necessary records.

Required Qualifications
Education: High school diploma or equivalent.

Experience: One year of customer service/public service experience in a fast-paced environment.

Equivalency: An equivalent combination of related education and experience may be considered.

Licenses and Certifications: Ability to obtain as well as maintain Minnesota Criminal Justice Data Network Certification and pass the CJIS Competency Exam within 6 months of employment. Certifications are required to continue employment as a 911 Dispatcher.

Typing: Candidate must be able to type 35 words per minute, or a keystroke equivalent. This is included on the computer skills assessment exam. Qualified candidates will be notified via email to self-schedule for computer testing.

Selection Process: The exam may include a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.). Applicants must take the tests and obtain passing scores on each to move on to the next step in the hiring process. Please provide complete and accurate information in your application. Applicants invited to test will be contacted by email. The Human Resources Department reserves the right to limit the number of people invited to the computer skills assessment and the pre-employment assessment. Picture identification will be required at all test events.

Selection Steps and Tentative Timeline: Applications will be reviewed every 30 days. Applications received within each 30-day period will be processed through the described selection process as a group. Candidates will be notified by email with instructions or information for each step below:

Application Review Review and screen applications within 30 days of receipt. Computer skills assessment exam Qualified applicants will be scheduled within 7 days after application review. Successful completion of the CritiCall exam/
computer skills assessment exam places candidates on a continuous eligible list of qualified candidates. Backgrounds Background investigation, conducted by MPD, begins within two weeks of CritiCall exam/ computer skills assessment exam. Selections to move forward in the process will be made upon the completion and review of the background investigation results. Department Interviews Department interviews are held within 30 days of successful completion of Background investigation. Conditional Job Offers Final selections and conditional job offers will be made within two weeks of Department Interviews.
Medical Exams Pre-employment medical exams, including work simulation tests and psychological exams, are held within two weeks of conditional job offer. Begin Work Employment begins 2-4 weeks from successfully completing all medical exam components.
Background Check: The City has determined that a thorough Police Department background check / investigation, criminal background check, and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Note: this process could take up to 3 months to process.

Medical/Drug and Alcohol Testing: After a conditional job offer, candidates will be required to pass a medical examination, which includes drug and alcohol screening and a job-related personnel assessment with a licensed psychologist. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer resulting in the job applicant no longer being considered for the position. Current City of Minneapolis employees who apply for this job are not required to take a pre-employment drug and alcohol test.

Union Representation: This position is represented by a collective bargaining agreement between the City of Minneapolis and Minnesota Public Employees Association (MnPEA) .

Eligible List Statement: The names of applicants who meet minimum qualification and who pass the screening process shall be placed on a continuous eligible list for employment consideration. This list will be certified in groups to the hiring manager who may use the list to fill a vacancy of the same job title on an on-going basis. A candidate’s eligibility for consideration will expire 3 months after date of certification.
Knowledge, Skills and Abilities
  • Continued employment will be contingent on passing satisfactorily all of an extensive simulation and on-the-job training program in Fire, Police and EMS procedures and methods of operation for computer assisted dispatch provided after hire.
  • Completion of FEMA incident systems courses 100, 200, and 700.
  • Good knowledge of the procedures and operations of the 911 Call Center, including dispatching procedures.
  • Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds.
  • Good knowledge of the geography of the City of Minneapolis.
  • Base of knowledge in City government and operations.
  • Good knowledge of services provided by city, county, state, and Federal emergency response and law enforcement agencies.
  • Knowledge of police and fire field operations and procedures.
  • Strong verbal communication skills.
  • Ability to work in stressful and fast paced environment.
  • Strong listening skills and ability to deal with emergency situations.
  • Ability to assist in training others in dispatching and phone answering techniques.


Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being.
Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, pleasevisit the benefits page .

New 12 weeks of paid Parental Leave.
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.

Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.

Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.

Benefits
Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements .

Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.
  • Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.
  • Deferred compensation : Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).
Transportation
Eligible City employees may choose to participate in the following transportation programs:
  • Metropass: The Metropass program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.
  • Parking or Van Pool: The City of Minneapolis Transportation Benefits Plan gives you options to pay certain commuting costs--such as qualified parking and van pool expenses--with pre-tax dollars
.
Learning and development
To engage and develop employees, the City of Minneapolis offers classes in leadership, cultural agility, change management and more. Additionally, educational discounts at Augsburg University, Hamline University and St. Mary's University of Minnesota are available to City employees.

Other perks
Employees can also take advantage of optional life insurance, flexible spending accounts, the Employee Assistance Program , technology discounts and more.

Job Address

Minneapolis, Minnesota United States View Map