Job Description

EDUCATION and/or EXPERIENCE
Must be at least 18 years of age and have a high school diploma or equivalent. Two years customer service work experience in a telephone service center preferred or desired. Should be able to quickly and effectively record information in addition to maintaining composure during stressful situations. Should be able to perform efficiently while performing multiple tasks. High level verbal communications skills are required. Must demonstrate an ability to learn and understand NCIC/GCIC rules and regulations in a relatively short period of time. Must be able to use discretion to prioritize emergency level of response. Additionally, applicants must pass the CritiCall assessment.

INTERVIEW SELECTION PROCESS

The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job-related areas. These may include exercises such as practical demonstrations, written communications, oral interview and/or competency assessments.

Serves as the first point of contact for emergency and non-emergency calls for police, fire and emergency medical situations. Uses discretion to prioritize calls (determining nature, location and other relevant information pertaining to the call) to establish the most appropriate response solution. Extracts viable information from distraught, irate, and/or confused persons, monitor alarms, CCTV and weather radio activation and accurately and effectively records this information via the CAD (Computer Aided Dispatch) system while maintaining composure. Effectively and accurately records information while maintaining composure during stressful situations. Responsible for recording pertinent call details via CAD (Computer Aided Dispatch) system. Operates non-emergency radio communication system to dispatch Station Agents and communicate with personnel during emergency situations. Operates NCIC (National Crime Information Center) and GCIC (Georgia Crime Information Center) computer information system for the purposes of verifying or entering data. MARTA Police Department 9-1-1 Communications Center operates 24 hours a day, 365 days a year. Shift work is mandatory. Shift assignments are determined at time of employment and based on the operational needs of the center. Serves as backup support to the branch of Customer Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Serves as the first point of contact for emergency and non-emergency calls for police, fire, emergency medical assistance and customer service. Uses specialized equipment or services such as the public address system, to communicate effectively with MARTA patrons.
2. Uses discretion to prioritize calls (determining nature, location and other relevant information pertaining to the call) to establish the most appropriate response solution. Effectively and accurately records information while maintaining composure during stressful situations. Receives and prioritizes calls determining nature, location and other relevant information pertaining to the call.
3. Assist Marta patrons by providing entry through the faregates or by the issue of transfers from remote sites.
4. Records relevant information such as descriptions of suspects distributing to radio operators or other staff when needed.
5. Operates non-emergency radio communications systems to include relaying information to police, fire, emergency medical services of other jurisdictions, and station managers.
6. Responds to field units and station manager's requests according to standard operation procedures.
7. Responsible for recording pertinent call information via CAD (Computer Aided Dispatch) system such as dispatch arrival and completion times.
8. Operates NCIC(National Crime Information Center) and GCIC(Georgia Crime Information Center) compute information system for the purpose of verifying or entering data.
9. Monitor alarm and CCTV systems.
10. Performs other duties as assigned.
    

CERTIFICATES, LICENSES, REGISTRATIONS
Must obtain and maintain Basic Communications Officer and Criminal Justice Information System (CJIS) certifications.

SPECIAL REQUIREMENTS
An official investigation into the applicant's background will be conducted including a criminal history records check. A physical examination, including drug/alcohol screen, will be required. An Awareness Statement issued by the GCIC must be signed concerning the dissemination of criminal history information.

Every MARTA employee is responsible for reading and observing the requirements of the Drug & Alcohol policy. Violation of Drug & Alcohol policy may result in termination. This position has been identified as SAFETY SENSITIVE.

AMERICANS WITH DISABILITIES ACT
If you are a qualified individual with a disability, you have a right to request that MARTA make reasonable accommodations in order to help you accomplish your work, which must still be performed in all its essential functions.

MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Classification: Non - Exempt

Number of openings: 1

Pay Range: $40,413 – $60,620

Salary Grade: 13