Information Operator

Salary Range: $33,823.14 - $63,789.96 DISTINGUISHING CHARACTERISTICS OF WORK This is specialized communication work, receiving and screening non-emergency telephone calls for service in the 911 Communications Center. Employees in this classification are responsible for the accurate and effective evaluation of, and response to telephone calls for information and to alleviate the phone lines and resources for other operators taking emergency calls. Independent judgment is exercised in determining the need of the telephone call; whether the operator will be able to provide an accurate response or must transfer to the corresponding department for further assistance. Supervision is received from a communications supervisor who reviews work for conformance to proper procedures and who confers with the employee on unusual or difficult non-emergency calls. The Information Operator may also be required to train and supervise as needed. This position requires confidentiality and professionalism. ESSENTIAL EXAMPLES OF DUTIES The following illustrates examples of some of the essential duties and responsibilities of the Information Operator. There may be other essential functions, not listed below, in order to accomplish the tasks as presented by the Supervisor. Serves on a rotating shift schedule. Receives telephone calls and routes inquiries that may require the City’s assistance but aren’t emergencies. Operates the telephone switchboard and responds to calls in a prompt and effective manner. Performs all assigned tasks in compliance with Federal, State, County and City laws and ordinances as well as Departmental rules and regulations. Receives telephone calls from the public relative to the reporting of non-emergency situations or questions. Contacts City departments and directs them to the appropriate locations when necessary. Records all required information on Log Cards, automated terminals and/or other related forms as deemed necessary. Performs equipment tests on a regular basis. Performs clerical duties such as light typing, photocopying, filing and inventory control. Maintains activity records of telephone calls received and action taken. Successfully assist the caller, either by providing information or transferring the call to the appropriate department for more accurate information. Input call records onto the Clarity Value platform to track the caller’s requests. Performs related work as required. KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of common City practices, procedures and methods. Knowledge of the proper legal functions of government agencies, sufficient to answer or redirect citizen inquiries. Knowledge of the roadways and political boundaries of the incorporated city area. Knowledge of the organizational structure of City departments and key personnel. Knowledge of City facilities, local geography, landmarks and jurisdictional boundaries. Skilled in the use of computer terminals, advanced multi-line telephone equipment, computer aided dispatch system, records management systems, radio communication and related equipment. Ability to perform a variety of clerical duties including, but not limited to photocopying, filing and inventory control. Ability to communicate effectively with the public by means of the telephone or person to person contact. Ability to deal calmly and effectively with the public. Ability to keep simple records. Ability to hear accurately and speak clearly, using good diction. Ability to analyze information from a variety of sources, assesses a situation, use sound judgment in drawing valid conclusions and takes appropriate action in non-emergency situations. Ability to prepare and maintain accurate files, logs and other written or computerized records and reports. Ability to spell correctly and write legibly using correct grammar. Ability to verify information and solve discrepancies. Ability to look up information in directories by index or cross reference. Ability to effectively prioritize duties when dealing simultaneously with several functions. Ability to communicate effectively, verbally and in writing and maintain effective working relations with other employees, outside agencies, and the public by means of radio, telephone or person-to-person contact. PHYSICAL REQUIREMENTS The following are some of the physical requirements associated with this position. Reasonable accommodation may be made by the City to enable an individual to perform the essential duties/functions of the position. Must have ability to effectively communicate and interact with other employees and the public through the use of telephone and personal contact as normally defined by the ability to see, read, talk, stand, hear, hands to finger dexterity, handle, feel or operate objects, read and write English. Physical capability to effectively use and operate various items of office equipment; such as but not limited to a personal computer, calculator, copier and fax machines. Work is performed indoors within a quiet to moderately noisy environment. Must be able to lift, carry and or push articles weighing up to 20 lbs. MINIMUM TRAINING AND EXPERIENCE High School Diploma or G.E.D. from an accredited school/institution. Must type 25 words per minute, as demonstrated in an exam. Skilled in the use of computer terminals is desirable. Bilingual; must be able to read and speak both English and Spanish with fluency. Range 47 Created: 08/17/2023 Personnel Board Approved: 09/05/2023 The City of Hialeah Human Resources Department is committed to providing employees an exceptional work environment where through hard work, dedication, and equal opportunity for learning and personal development, employees are able to grow, flourish, and make a difference in our community. The Human Resources Department ensures compliance with Federal, State, and local laws, collective bargaining agreements, and City policies, rules and regulations. The City of Hialeah is an equal opportunity employer. There will not be any discrimination or harassment of any kind on account of age, color, race, religion, sexual orientation, national origin, disability, genetic information, marital or familial status, military service or any of the protected categories. The City of Hialeah is a drug and alcohol free employer.