911 Operator

Job Summary

The 911 Operator is responsible for receiving emergency and non-emergency calls for service over the telephone and by other means, employing appropriate call screening protocols, and responding to those calls by dispatching the appropriate public safety resources. This position is responsible for interaction with other public safety dispatch centers in the answering and transferring of calls and incident information, and for maintaining communications with field personnel in law enforcement, fire and EMS agencies. This position is required to respond appropriately to requests for services and information from field personnel.

Duties & Responsibilities

The duties and responsibilities of the 911 Operator include:

• Answer all incoming emergency and non-emergency calls to TPD via 10-digit telephone lines, emergency and non-emergency 1212 lines from internal sources.
• Monitor back up radios (2 frequencies).
• Monitor ELERTS system and radios and answers telephones to obtain information regarding reported emergency.
• Determine nature of response, calls in required personnel and dispatches appropriate fire, police and other emergency response personnel to emergency scene.
• Relay messages to various Department personnel and departments regarding emergencies.
• Call in assistance from other communities in accordance with established procedures and protocols.
• Respond to non-emergency calls, providing information and assistance and refers callers to appropriate department and/or employee.
• Act as liaison between local and neighboring municipalities and the public utility for the purpose of reporting emergency situations, needed repairs and loss of service.
• Dispatch calls for service via the TPD's radio system.
• Enter calls for service via the TPD's CAD Records Management System.
• Perform related duties and projects assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Supervision: No direct reports.

Minimum Requirements & Qualifications

The minimum requirements and qualifications for the 911 Operator include:

• A high school diploma or equivalent (G.E.D.) from an accredited institution.
• Possess a polite but authoritative telephone voice and manner, as well as the ability to understand and skillfully manage emergency and business callers.
• Ability to be understood clearly by others over radio and telephone circuits, to accurately record the detail of telephone and radio conversations, and to remain calm under the pressure of emergencies, aggressive or emotional callers, peaking workloads, and multiple (simultaneous) responsibilities.
• Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.
• Simultaneously process information from multiple sources (verbal, text, and video) and keep information clear.
• Recall details and record information/numbers quickly and correctly.
• Communicate effectively and professionally, both orally and in writing.
• Work collaboratively and cooperatively with co-workers and personnel from customer agencies.

Substitutions: None

Preferred Experience & Skills

The preferred experience and skills for the 911 Operator include:

• Previous dispatcher or telecommunicator experience.
• Proficiency in Spanish or Haitian-Creole.

Job Conditions

The job conditions for the 911 Operator include:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant's responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at View phone number on click.appcast.io