City of Boston

Emergency Communications Specialist - 911 Call Taker

Posted Date 1 month ago(11/2/2022 10:31 AM)
Req ID
2022-23479
Dept
Boston Police Department
Position
Regular Full-Time
Location
BPD Police Headquarters
Salary Min
54,775.40
Salary Max
76,426.88
Union
SU4
Openings
21
Contact Email
shauna.lynch@pd.boston.gov

Overview:

This is a provisional appointment.

 

Under general supervision, the Emergency Communications Specialist – 911 Call-Taker will be assigned to the Operations Division.

 

Brief Job Description (essential functions of the job):

 

The Operations Division of the Boston Police Department serves as the critical link between the public and emergency responders in the City of Boston. The Division is the City's primary Public Safety Answering Point (PSAP) and handles all initial 911 calls and requests for assistance from the general public.

Responsibilities:

Essential Duties and Responsibilities: 

  • 911 Call-Takers are responsible for receiving, recording, and appropriately categorizing all incoming emergency and non-emergency calls and requests for assistance from the general public using various communications systems and mediums in a courteous, professional manner. Call-Takers must be able to exercise sound judgment and listen and type simultaneously.
  • Receives, records, and categorizes all incoming calls/requests for assistance in a professional, concise, and accurate manner.
  • Call-Takers must be comfortable communicating with a diverse population with varying demands and in various emotional states, provide excellent customer service, and be able to deescalate situations and persons in a highly emotional state over the telephone or via other means of communication.
  • Call-Takers assigned to perform CJIS terminal operator duties are responsible for monitoring all messages from state, national, and international agencies and responding to all requests for information and “hit” confirmation requests in a manner and time consistent with existing policy or regulation. The teletype operator is responsible for notifying an Operations supervisor of any incoming messages or requests that may be pertinent to the Operations Division or first responders in the city of Boston.
  • Handles calls and requests for service from a diverse population in varying emotional states.
  • Remains calm and effective under the pressure of emergencies, peaking workloads, and multiple (simultaneous) responsibilities in a sometimes emotionally charged environment.
  • Maintains situational awareness of local, regional, state, and national emergencies, significant incidents, and events.
  • Maintains a working knowledge of and be able to apply Boston Police rules, protocols, and procedures.
  • Operates a technologically advanced computerized telephony system and other communications and office equipment.
  • Directs all requests for assistance not requiring a public safety response to the appropriate resource in a helpful manner.
  • Troubleshoots issues with work-related equipment and report any issues or failures to supervisors or management.
  • Notifies the Operations Supervisor(s) of any significant or unusual incidents or events in accordance with Department protocols and procedures.
  • Participates in ongoing training, quality assurance, and after-action reviews of significant incidents as required.
  • Testifies in court or departmental proceedings related to job duties as required.
  • Communicates and interacts with internal BPD personnel, external agencies or entities, and members of the general public in a customer service-oriented, courteous, and professional manner.
  • Becomes familiar with and maintains a working knowledge of the City of Boston and its’ neighborhoods, main streets and intersections, and landmarks.
  • Maintains confidentiality regarding all sensitive information and records exposed to while performing job-related duties.
  • Becomes familiarized with any new data processing procedures and programs that may be utilized.
  • 911 Call-Takers may also perform duties as the Operations Supervisor’s Clerk or CJIS terminal operator (teletype). These responsibilities include but are not limited to updating and maintaining various Department and Division databases and notification lists, handling sick and administrative calls, making notifications to internal BPD command staff and other personnel or units by telephone or electronic web-based notification platform, and filling personnel vacancies in the Division when required.
  • Completes all training and continuing education as required.
  • Performs related work as required.

Minimum Entrance Qualifications:

Minimum Requirements: 

  • Must be able to type a minimum of 35 words per minute.
  • High school diploma or equivalency certificate required.
  • 911 Call-Takers must be able to work under pressure and perform multiple (simultaneous) tasks.
  • Excellent oral and written communications, organizational, and interpersonal skills.
  • Have a professional but authoritative telephone demeanor.
  • Must be able to read and communicate clearly in English.
  • Ability to sit at a computer workstation for extended periods in accordance with all applicable state and federal laws and regulations.
  • Be able to work all shifts, including nights, holidays, weekends, and mandatory overtime.
  • Computer literacy is required, mainly working in an MS Windows environment.
  • Proficiency with Microsoft applications, and Google Suite.
  • Obtain certifications in NCIC/CJIS, Massachusetts Certified 911 Telecommunicator, basic telecommunications, NIMS/ICS, and other various training as required.
  • Ability to exercise good judgment and focus on detail as required by the job.
  • Must be able to work professionally and courteously with co-workers and supervisors in a fast-paced, diverse, and high-pressure environment.
  • Must demonstrate the knowledge and ability to work effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.
  • Ability to work both independently and as part of a team.

 

PREFERENCE WILL BE GIVEN TO APPLICANTS WITH PREVIOUS 911 CALL-TAKER OR EMERGENCY TELECOMMUNICATOR EXPERIENCE AND TO INDIVIDUALS WHO SPEAK ANOTHER LANGUAGE FLUENTLY IN ADDITION TO ENGLISH.

 

 

Work Environment:

 

General call center environment with air conditioning, fluorescent lighting, individual workstations in a larger room, and frequent background noise. Performance of duties will sometimes involve situations that may include exposure to stress and vicarious (secondary) trauma.

 

The Operations Division is a 24-hour/7-day-a-week operation with three (3) working shifts. New hires may be assigned to the 4 PM to 12 AM shift or the 12 AM to 8 AM shift.

 

THIS POSITION IS DEEMED ESSENTIAL, AND PERSONNEL MUST REPORT TO WORK DURING EMERGENCY SITUATIONS AND ADVERSE WEATHER CONDITIONS.  

 

  • A CRIMINAL RECORD CHECK IS REQUIRED
  • PRE-EMPLOYMENT DRUG TEST, PHYSICAL AND PSYCHOLOGICAL EVALUATION REQUIRED
  • APPLICANTS WILL BE SUBJECT TO HEARING AND VISION TESTING

 

This position has received a waiver from the Boston Residency Commission establishing a temporary moratorium on the City of Boston Residency Ordinance for a period of three years, ending 8/26/25, or whenever the percentage of full-time call takers and dispatchers reached 85% of the budgeted positions, whichever comes first.  At that time, successful applicants will be required to establish residency in the City of Boston to remain in their role.

 

 

Terms of Employment & Compensation:

 

  • Union/Salary Plan/Grade: SEIU / RL1-16
  • Hours per week: 40
  • Full-time hourly, non-exempt, benefitted, union position
  • Paid Time Off includes Sick, Vacation, and Personal Days.

 

 

 

 

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