Instructions:
Rate your knowledge and experience performing specific job-related tasks.
Task:
1. Tracking and logging in house calls.
2. Routing and distributing incoming calls or requests to the appropriate facility, unit, or person.
3. Providing information and telecommunications support using a variety of computerized and manual information systems.
4. Monitoring radio frequencies/channel radio telephone systems or computer-aided transmitting and receiving equipment to ensure calls are received from field units.
5. Maintaining accurate and updated information on all callback numbers, pager numbers, and telephone numbers as needed.
6. Tracking and logging all communication into a computer system.
7. Processing and logging information (e.g., time, location) to ensure accurate record activities.
8. Utilizing a tracking system to log requests.
9. Coordinating and transferring requests for services.
10. Communicating between management, staff, and internal and external personnel to provide information, answer questions, and address issues/problems.
11. Providing requested information to supervisors and coworkers by telephone, in written form, e-mail, or in person.
12. Prioritizing events and workload to ensure critical assignments are completed within deadlines.
13. Communicating clearly and distinctly in stressful situations over the radio or telephone with callers using a calm, courteous, and tactful approach to achieve resolution.
14. Communicating with management and supervisors to provide notification of schedule and updates on current status of tasks.
15. Maintaining work area to ensure a clean, safe, and efficient environment.
16. Making recommendations to management and/or agencies regarding the functionality of equipment.
17. Calming and diffusing situations with difficult or upset staff or public in the course of completing work assignments.
18. Reading and interpreting materials pertaining to department or program operations (e.g., policies and procedures, laws) to apply information to work assignments.
19. Making recommendations to resolve problems or issues related to the completion of work projects or assignments.
20. Obtaining initial call-screening information (e.g., location, call back number, name, nature of call) from callers.
Knowledge, Skill, or Ability:
1. Knowledge of computer applications to enter information into database(s).
2. Knowledge of proper spelling, grammar, punctuation, and sentence structure.
3. Ability to communicate effectively.
4. Ability to type efficiently to complete assignments and/or projects in a timely manner.
5. Ability to act quickly and efficiently to resolve issues and problems.
6. Ability to maintain confidentially to ensure compliance with the applicable laws, regulations, and rules related to consumer privacy.
7. Ability to enter, transcribe, record, store, or maintain information in written or electronic form.
8. Ability to extract critical information from incoming calls to solve problems and/or resolve solutions.
9. Ability to present ideas and information effectively to various entities (e.g. staff, the public, management) in order to communicate and meet operational needs.
10. Ability to analyze situations and data accurately and thoroughly to determine and implement effective and appropriate course(s) of action.
11. Ability to use radio, telephone, and other communication systems.
12. Ability to perform basic mathematical computations (e.g., addition, subtraction, multiplication, division).
13. Ability to operate and monitor a variety of technical communication systems (e.g., Voice Operated Phone (VOP), Personal Duress Alarm System (PDAS), Fire Alarm, Computer Aided Dispatch (CAD), SYMPLEX system) and equipment.
14. Ability to maintain a well-modulated voice and clear enunciation for radio transmission.
