Emergency Complaint Operator-HELP Program

Emergency Complaint Operator-HELP Program

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.

Target Base Salary: $42,360**

**Does NOT include additional compensation for the role including night differential (when applicable)

MINIMUM QUALIFICATIONS

Graduation from a standard senior high school or possession of a high school equivalency diploma.

NECESSARY SPECIAL REQUIREMENTS

• Candidates must be free of any speech, hearing or vision defects which would impair their functioning in this position.

• There will be a qualifying psychological evaluation.

• There will be a qualifying medical evaluation.

• There will be a qualifying keyboard performance test.

• 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

Suffolk County’s Commitment to Diversity, Inclusion & Equity:

• Our focus is to promote, support, and implement the County-wide diversity and inclusion strategic plan.
• We achieve results in all our responsibilities through the use of diversity and inclusion best practices.
• We maintain a familiarity with Diversity & Inclusion trends and best practices.

Suffolk County is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.