911 Public Safety Telecommunicator II (Call Taker)

Position Description

Are you looking for a career in a fast-paced, ever-changing, dynamic work environment? As a PST II, you will serve as the first level of public contact for the Minneapolis Emergency Communications Center, answering and classifying calls for emergency assistance involving police, fire or medical emergency and other public service requests. A career as a PST II is very rewarding and is an essential facet to the City’s public safety. Please view the following video:

https://www.youtube.com/embed/k226j9mylNo?&wmode=opaque&rel=0

Working hours/Shift work: MECC is staffed 24 hours a day, 7 days a week. Probationary employees are assigned shifts based on staffing needs and requirements. There is no guarantee a probationary employee will work a specific shift. Probationary employees will be assigned to different shifts based on staffing shortages and coverage needs. After probation, employees will choose from work schedules that have been determined by management based on their seniority in their current job classification. Due to staffing needs, the least senior employees may not have the opportunity to work their preferred shift. Staffing shortages which occur during the year are generally filled by reverse seniority (the least senior employee in the affected classification is required to change work schedules). PST II should expect to work a high percentage of weekends AND holidays.

Work Location –This position currently works on-site only.

Starting Salary: $31.509 but could be higher based on relevant experience.

The City of Minneapolis does not sponsor applicants for work visas.

Job Duties and Responsibilities

• Use the 911 telephone and computer-aided-dispatch (CAD) systems to answer and process emergency and non-emergency requests for service from the public, and other sources, classifying requests by following department procedures and policies.
• Provide on-going updates to responding field personnel in real time.
• Alert appropriate supervisory personnel when necessary.
• Initiate emergency phone tracing using special procedures for landlines and cell phones.
• Operate the information radio, handling incoming radio messages from Minneapolis Police Department (MPD), Minneapolis Animal Care and Control, and other agencies as requested. Process service requests for these and other agencies.
• Enter missing and found person reports in the National Crime Information Center (NCIC) computer database. Monitor and respond to ShotSpotter and bait vehicle activations.
• Process warrant checks for MPD. Make checks on license plates, and other items such as guns, bicycles, and other items in NCIC/CJIS per requests.
• Monitor messages from the State computer system and disseminate information appropriately according to policy and procedure. Send teletype messages to other agencies.
• Enter and sign on off duty numbers for MPD and Minneapolis Park Police Department (MPPD) Officers.
• During storms, collect information on power outages, downed trees, and blocked streets and follow emergency storm protocols outlined in department policy.
• Contact other emergency service organizations, public works crews, utility companies, and others as necessary.
• Assist in training, monitoring, testing and evaluation of new MECC Call Takers; may provide classroom training to small groups of new employees; may work with new employees and provide coaching and advice on job performance
• Host and explain operations to visitors and observers. Attend community meetings and represent the 911 Center as a member of internal and external committees and on special projects as required.
• Maintain necessary records.

Required Qualifications

Minimum Education: High school diploma or equivalent.

Minimum Experience: One year of customer service/public service experience in a fast-paced environment.

Equivalency: An equivalent combination of related education and experience may be considered.

Licenses and Certifications: Ability to obtain as well as maintain Minnesota Criminal Justice Data Network Certification and pass the CJIS Competency Exam within 6 months of employment. Certifications are required to continue employment as a 911 Call Taker.

Typing: Candidate must be able to type 35 words per minute, or a keystroke equivalent. This is included on the computer skills assessment exam. Qualified candidates will be notified via email to self-schedule for computer testing.

Selection Process: The exam may include a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.). Applicants must take the tests and obtain passing scores on each to move on to the next step in the hiring process. Please provide complete and accurate information in your application. Applicants invited to test will be contacted by email. The Human Resources Department reserves the right to limit the number of people invited to the computer skills assessment and the pre-employment assessment. Picture identification will be required at all test events.

Selection Steps and Tentative Timeline: Applications will be processed in groups through the described selection process. Candidates will be notified by email with instructions or information for each step below:

Knowledge, Skills and Abilities

• Continued employment will be contingent on passing satisfactorily all of an extensive simulation and on-the-job training program in Fire, Police, EMS BCR and Animal Control procedures and methods of operation for computer assisted dispatch provided after hire.
• Completion of FEMA incident systems courses 100, 144, 200, 700 and 800.
• Good knowledge of the procedures and operations of the 911 Call Center, including dispatching.
• Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds.
• Good knowledge of the geography of the City of Minneapolis.
• Base of knowledge in City government and operations.
• Good knowledge of services provided by city, county, state, and Federal emergency response and law enforcement agencies.
• Knowledge of police and fire field operations and procedures.
• Strong verbal communication skills.
• Ability to work in stressful and fast paced environment.
• Strong listening skills and ability to deal with emergency situations.
• Ability to assist in training others in dispatching phone answering techniques.

As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose—serving the residents, businesses and visitors of Minneapolis.

The City of Minneapolis is proud to be an Equal Employment Opportunity and Affirmative Action employer.

Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being. Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, please visit the benefits page.

Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees one plan design with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet and HealthPartners Medical Group First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.

Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.

Life insurance
The city provides basic life insurance of one times your annual salary up to $50,000. You can elect to purchase optional life insurance.

Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and collective bargaining agreements.

Paid parental leave
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.

Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.

• Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.
• Deferred compensation: Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).

• Metropass: The Metropass program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.
• Parking or Van Pool: The City of Minneapolis Transportation Benefits Plan gives you options to pay certain commuting costs, such as qualified parking and van pool expenses, with pre-tax dollars.