Complaint Operator

  • 008639

SUMMARY: Under direct supervision, answers all incoming emergency and non-emergency police, fire, and medical communications; answers switchboard, directs callers and gives non-emergency information, enters information into criminal justice information systems; and performs related duties as assigned.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

DUTIES AND RESPONSIBILITIES: (which are not in any hierarchical order)
  • Answers incoming telephone lines, such as 9-1-1 emergency, non-emergency lines, and TDD deaf-lines, determines nature of call, prioritizes the call (emergency or non-emergency), verifies location of call, types and relays message to emergency communications operator for appropriate response.
  • Answers non-emergency calls for assistance; answers routine questions over the phone regarding civil, criminal and traffic laws; directs calls to police staff or other agencies as appropriate.
  • Logs repossessions, private vehicles impounded and abandoned vehicles, determines if vehicles are stolen.
  • Performs FCIC/NCIC entries, uses other computer systems as required; enters, updates and retrieves information from computerized networks relating to wanted person, stolen property, vehicle registration, stolen vehicles and other related information.
  • Provides accurate and understandable directions to citizens, officers and other law enforcement agencies.
  • Assists in the training of new employees.
  • Tests and inspects equipment as required; notifies supervisor of any malfunctions.
  • Knowledge of basic Federal Communications Commission rules and regulations governing operation of radio and telephone transmitting and receiving systems.
  • Knowledge of standard radio broadcasting and dispatch procedures and policies.
  • Knowledge of geographic features and streets within the area served.
  • Knowledge of policies and procedures of receiving and processing emergency and non-emergency calls for service.
  • Knowledge of city and state regulations affecting work.
  • Knowledge of protocol and shorthand of TDD communication.
  • Skill in both verbal and written communication.
  • Skill in distinguishing between emergency and non-emergency calls.
  • Skill in exercising good judgement and making sound decisions quickly in an emergency situation.
  • Skill in effectively communicating with, and eliciting information from, upset and irate citizens.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to work accurately and confidentially in an inherently stressful environment with irregular working hours.
  • Ability to establish and maintain effective working relationships with those contacted in the course of work.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT: Work involves moderate work generally in an office setting. There is frequent need to sit, talk or hear, use hands to finger, handle or feel and perform other similar actions during the course of the workday. The City of West Palm Beach promotes a drug/alcohol free work environment through the use of mandatory pre-employment drug testing. MINIMUM QUALIFICATIONS: High School diploma or GED, or any equivalent combination of training and experience. This position requires the ability to become certified and maintain certification in FCIC/NCIC operation, Emergency Medical Dispatcher, CPR and 911-TDD.
FLSA Code: Non Exempt
Last revision date: October 2001
Overtime: Yes
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