*CIVIL SERVICE COMMISSION ANNOUNCEMENT CS2024-045 *

APPROVED C.S.C. MEETING MINUTES 04/12/2024

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Safety Telephone Operator Examination (OPEN)

    FILING OF APPLICATION: Application must be made electronically through the City of Cleveland's web site: www.governmentjobs.com/careers/cleveland   TH E ELECTRONIC APPLICATION PERIOD IS FROM 12:01 A.M. ON FRIDAY, APRIL 19 2024 UNTIL 11:59 PM. ON THURSDAY, MAY 16 2024.  NOTE: APPLICATIONS WILL NOT BE ACCEPTED AFTER 11:59 PM ON THURSDAY, MAY 16 2024   SALARY: The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $38,234.00 - $44,982.00 per year.     EXAMINATION INFORMATION TYPING TEST: A typing speed of 30 WPM or better is expected. (Pass/Fail)    WRITTEN EXAMINATION: Applicants will answer multiple choice or short answer questions regarding customer service/call center, reading comprehension, and problem solving concepts.  

Examples of Duties

DUTIES Answer emergency and non-emergency telephone calls from citizens, elicit pertinent information, analyze situations to determine problem and make sound decisions as to the appropriate level of response.  Have the ability to display compassion and empathy toward callers at all times; utilizing different techniques to calm the caller when needed. Be familiar with the procedures for handling various call types.  Maintain familiarity with the streets and geography of the city and the various agencies available to help those in need.  Generate incidents using the computer aided dispatch (CAD) system, following proper procedures and assigning each incident an appropriate prioritization level.  Contact other public safety entities, city departments and external agencies as needed.  Operate the emergency 9-1-1 telephone equipment and the associated software used by the department of public safety.   Be familiar with applicable state and municipal ordinances.  Handle any other duties as directed by proper authority.   Typical Tasks * Answer incoming calls placed to 9-1-1 or non-emergency telephone lines.  Determine nature of problem and when appropriate, connect caller to another agency for handling.  Generate a computer aided dispatch (CAD) incident for public safety response by entering pertinent information relative to the incident into the computerized dispatch system.  Follow procedures, assign each incident the appropriate coding and prioritization.  When a response is not needed, make referrals as needed to the caller.  Make computer inquiries into the CAD system or other database utilized by the department, as needed.      *Work Hours   The Public Safety Communications Center operates 24 hours a day, seven days a week, 365 days a year. Communications Specialists work various schedules which include days, nights, weekends, holidays, and overtime. Employees are restricted to working 16 hours in a 24 hour block of time.    12 Hour Shifts: 0630 -- 1830 / 1830 -- 0630 Working 2 on, 2 off and every other Saturday, Sunday, Monday off

Minimum Qualifications

MINIMUM QUALIFICATIONS A High School Diploma or GED is required.  A valid State of Ohio Driver's License or State ID is required.  Must be able to type at least 30 words per minute.      Must be able to pass a detailed criminal background check, drug test and physical.      Must pass any certification testing required to perform the duties