Public Safety 911 Call Taker

Overall Job Objective

Summary of Job Duties

The City of Aurora Public Safety Communications Department is looking for compassionate, caring and high-energy individuals to join its team of 911 operators in serving the citizens of Aurora.

The selected hires will spend their first year as a probationary cadet learning how to receive and process 911 emergency and non-emergency calls for Police, Fire and Ambulance services. The training encompasses the operations of multi-line telephone systems and computer systems to expedite information to and from public safety agencies. Applicants must be willing to work in a 24-hour, 7- days a week environment, which includes shifts on swings and graveyards, weekends, holidays, overtime and on-call.

Cadets start employment with the City of Aurora at $18.00/hour.

Cadets who successfully complete the training academy program and on the job training will receive a pay increase to $21.50/hour.

***This posting is scheduled to close on 2021 June 23rd at 5:00 pm, however is subject to close at any time without prior notice. Thank you**

Why work for the City of Aurora?

• Make a difference in the lives of real people every day
• Diverse community
• Competitive total compensation package
• Well Funded General Employees Retirement Plan
• On-site fitness center and overall employee well-being programs
• Internal educational programs to assist with career advancement

Divisional Information
We are committed to delivering the highest level of customer service while providing appropriate and expeditious response for calls of service. We treat our customers with compassion and respect while serving as a vital link between the public and the public safety organizations we serve.

Potential Career Advancement
911 Cadet Call Takers have the opportunity for career advancement after completing designated milestones.

• Cadet
• Call Taker
• Senior Call Taker
• Dispatch Tech
• Specialist

Once the probationary period of one year has been completed, employees are eligible to become a Communications Training Officer (CTO). PRIMARY DUTIES & RESPONSIBILITIES

• Learns basic services and activities of a municipal public safety communications/dispatch program
• Learns geographic features and streets within the area served
• Learns policies and procedures of receiving and processing emergency and non- emergency calls and administrative phone calls from citizens and other public safety agencies
• Learns principles and practices of public safety communications
• Learns proper usage and terminology related to public safety
• Learns how to instruct citizens regarding emergency dispatch procedures
• Learns how to enter calls for service into the Computer Aided Dispatch (CAD) system for radio dispatch
• Learns how to access the Colorado Crime Information Center (CCIC) AND National Crime Information Center (NCIC) systems
• Learns Emergency Medical Dispatch (EMD), and Emergency Fire Dispatch (EFD), protocols as well as pass and obtain Priority Dispatch Certification to continue employment
• Learns how to perform additional duties as assigned under the supervision of designated trainer
• Performs other duties as assigned

MINIMUM QUALIFICATIONS

Minimum Age Requirements:

• All public safety employees must be at least 18 years of age at the time of hire.

Education:

• High School Diploma or GED
  

Experience:

• Previous experience providing customer service in a public contact environment
• Computer user experience with Microsoft windows and/or other comparable computer operating system

Education/Experience Equivalency:

• A combination of relevant education and experience may be substituted for the minimum education and experience requirements on a year to year basis.

Preferred Qualifications:

• Bilingual
• Previous call center experience, especially in a public safety communications environment

Licenses and Certifications:

• Must obtain CCIC/NCIC certification within 6 months of employment
• Must be CPR certified within 6 months

Skills:

• Minimum data entry (alpha/numeric) of 4791 KPH
• Excellent customer service
• Exceptional communication and listening skills
• Multi-tasking abilities
• Critical thinking and problem solving skills
• Strong interpersonal skills

Background Check:
To be employed by the Public Safety Communications Department, you will need to pass:

• Criminal background check
• Background investigation
• Polygraph test
• Psychological exam
• Fingerprint screening
• Drug test
• Verification of employment
• Other conditions of employment.

Because of these requirements, there is a longer recruitment process. We thank you in advance for your patience.

**Due to the nature of the job, certifications required and a Colorado Bureau of Investigations' clearance, persons with a felony conviction will not be considered. Certain misdemeanor convictions may also disqualify a persons for employment.

**If you have used marijuana and/or THC products within 6 months of your application submittal you will not be eligible for employment for this position. WORKING CONDITIONS

Essential Personnel:

• When a local announcement of emergency or disaster is declared by the City, all City of Aurora employees may be required to work as essential personnel.

Physical Demands:

• Primarily sedentary physical work requiring ability to lift 10 pounds with or without assistance
• Occasional lifting, carrying, walking and standing
• Frequent hand/eye coordination for operation of office equipment
• Vision for reading and interpreting reports and data analysis and preparation
• Frequent speech communication, hearing and listening to maintain communication with employees and citizens
• Speech communication to give instructions and provide technical direction
• Hearing/listening for receiving calls and instructions

Work Environment:

• Works primarily in a clean, comfortable environment
• Must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime and on-call.

Equipment Used:

• Frequently uses standard office equipment including computers, multi-line telephones and copy/fax machines
• This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment

For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application.

The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.

If you need assistance in completing this application, please feel free to contact our office at: 303-739-7225 or visit us at 15151 E Alameda Pkwy., Suite 3500, Aurora, CO 80012.

Despite the changes in Colorado law, the City of Aurora maintains a drug free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.

Drug Testing, Thorough Criminal Background Check, and Employment References:
As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check and drug screening. Employment references will be conducted on finalists for City of Aurora vacancies.