Emergency Operator

This position reports to the Emergency Communications Center located at 2000 Radcliff Drive, Cincinnati, Ohio 45204. This employee provides telephone and text assistance to individuals who are calling or texting for Police, Emergency Medical Services, Fire, or other City Services and provides emergency medical, police, and fire pre‑arrival instructions over the phone. Answers telephone requests for general information and referrals. Employees work in a call center operation with dispatch staff.

The center operates 24/7, and the employee may be required to work day or night shift schedules. Employees process a high volume of calls and texts, rapidly obtaining pertinent information for each situation and relaying it to the correct dispatcher or agency by entering it into the Computer Aided Dispatch (CAD) system accurately. Must be able to multi‑task and handle high‑stress situations, complete applicable training and certifications, and perform related duties as required.

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• Provide telephone and text assistance to individuals calling or texting for Police, EMS, Fire, and other City Services, and deliver emergency medical, police, and fire pre‑arrival instructions over the phone.
• Answer telephone requests for general information and referrals.
• Process a high volume of calls and texts, rapidly obtaining pertinent information for each situation and relaying it to the correct dispatcher or agency in the CAD system accurately.
• Multi‑task and handle high‑stress situations.
• Complete applicable training and certifications.
• Perform related duties as required.
• Work 12‑hour shifts and occasionally up to 16‑hour shifts, including rotating, swing shifts, weekends, and holidays.

• One year of full‑time responsible employment involving public contact with a high degree of customer service, telephone, and computer keyboarding duties; or a current Emergency Telecommunicator Certification (ETC) from the International Academies of Emergency Dispatch.
• High School Diploma or GED by the time of appointment; or enrollment as a senior in a high‑school program at the time of application.

• Knowledge:
  • Basic business English, including spelling, grammar, punctuation, and sentence structure.
  • Basic problem‑solving techniques.
  • City of Cincinnati services and functions to refer complaints to the appropriate department or agency.
  • Functions of non‑city agencies to refer complaints, problems, and emergencies to other agencies and companies.
  • Microsoft Windows Operating System.
• Skills:
  • Operate a computer keyboard with speed and accuracy to key information in report format.
  • Operate appropriate computer equipment and use all related hardware and software.
  • Operate digital mapping systems.
  • Effectively utilize hearing‑impaired equipment.
• Abilities:
  • Provide courteous, effective, efficient, and professional service.
  • Hear and listen well enough to distinguish between pertinent and extraneous information in an emergency situation.
  • Use a headset to place and answer telephone calls.
  • Distinguish between emergency and non‑emergency calls and prioritize them for service.
  • Recall important information obtained from callers about emergencies.
  • Condense large amounts of information into readable, sensibly typed remarks in a timely manner and recall numerous acronyms and codes essential to call processing.
  • Communicate clearly and concisely, both orally and in writing.
  • Type information with speed and accuracy.
  • Type and talk simultaneously and spell correctly.
  • Use critical thinking skills to make quick decisions.
  • Learn the City’s general geographic areas and utilize reference materials such as maps and street locators, including jurisdictional boundaries, landmarks, public buildings, and waterways.
  • Communicate effectively with members of the Police and Fire Departments and with the general public.
  • Stay calm and exercise good judgment in stressful situations that may extend for a considerable amount of time.
  • Remain calm when…