EMERGENCY
COMPLAINT OPERATOR- HELP PROGRAM 9011
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.
SUFFOLK COUNTY
Non-Competitive