EMERGENCY
COMPLAINT OPERATOR 0165
DISTINGUISHING FEATURES OF THE CLASS
An employee in this class receives emergency phone calls and relays
messages by typing them into a computer terminal or printing them
on message cards. The incumbent
must elicit complete information from complainants who are frequently
hysterical, and transmit this information to a police dispatcher through use of
a computerized dispatch system. The
employee may also receive non-emergency calls for police assistance. Work is performed in accordance with standard
police procedures, and is supervised by a supervising officer of the Police
Department. Does related work as
required.
TYPICAL WORK ACTIVITIES
Answers 911 emergency calls
and 852-COPS non-emergency calls in a central police communications bureau;
Ascertains essential
information from complainant such as name, location and nature of complaint;
Relays calls by typing data
into a computer aided dispatch system or printing on a message card;
May operate a telephone
switchboard or complaint receiving system on an as-needed basis;
May code, compose and transmit messages and notifications over a computerized teletype network;
May receive teletype
messages from state and federal agencies; interprets information; determines
appropriate recipient;
Directs non-emergency
callers to proper personnel or agencies.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL
CHARACTERISTICS
Some knowledge of the basic geographic layout of Suffolk County; ability
to print legibly; skill in typing at a reasonable rate of speed; ability to
learn the methods and practices of the Police Department in dealing with
emergency complaints; ability to become familiar with police codes and
terminology; ability to remain calm and collected while eliciting information
from persons in a highly emotional state; ability to act quickly and
efficiently while under stress and pressure; ability to work well as a team
with other Emergency Complaint Operators and police personnel; ability to work
rotating shifts; ability to deal with the public in a courteous and tactful
manner; ability to spell commonly used words accurately; physical condition
commensurate with the demands of the position.
MINIMUM QUALIFICATIONS
OPEN-COMPETITIVE
Graduation from a standard
senior high school or possession of a high school equivalency diploma.
NECESSARY SPECIAL REQUIREMENTS
1. Candidates must be free of any speech, hearing or vision defects
which would impair their functioning in this position.
2. There will be a qualifying psychological evaluation.
3. There will be a qualifying medical
evaluation.
4. There will be a qualifying keyboard
performance test.
5. The job assignment may require attainment of
New York State Police Information Network (NYSPIN) certification within (1)
month of appointment; employees must maintain this certification while
employed in this title.
Competitive