911 Citizen Service Advisor I Print (https://www.governmentjobs.com/careers/norfolk/jobs/newprint/4813478) Apply  911 Citizen Service Advisor I Salary $40,960.00 - $66,764.00 Annually Location Norfolk, VA Job Type Permanent Full-time Job Number 12855 Department Emergency 911 Division - Norfolk Police Department Opening Date 01/30/2025 Closing Date 2/9/2025 11:59 PM Eastern + Description + Benefits + Questions Description Emergency Communications is a division of the Norfolk Police Department and serves as a central point to provide timely, accurate, and critical 24-hour communications with all field public safety units. It is structured to provide public access for emergency 911, and non-emergency response from Public Safety Personnel, such as police, fire, and medics by being staffed on a 24-hour basis, seven days a week. It also serves as the 24-hour point of contact for all multi-jurisdictional, state, and federal notifications regarding public safety. The 911 Public Safety Administrative Calltaker (Citizen Service Advisor I) functions to receive requests for police, fire, and emergency medical services via non-emergency phone lines and operates computer-aided dispatch (CAD) systems for Police and Fire/EMS dispatching. Operates various telecommunications equipment and applications to allow for the dispatch of public safety units. Simultaneously attends to non-emergency phone calls while entering and extracting data from computer systems. The work involves providing a variety of customer service functions in the city's municipal contact center. Department Hiring Salary Range: $40,960 - $44,759 Essential Functions The essential functions include but are not limited to: + Responds to customer inquiries for information and service using an automated call distribution or electronic services system; responds to public information inquires by telephone, computer, and/or mailings. + Follows division protocols and scripts to provide timely information on City services, policies, and practices in a courteous and effective manner; uses applicable computer and customer interactive applications and other job-related office equipment; meets quality standards for service. + Refers inquires, or follow up, as needed, to applicable City departments and agencies. + Performs administrative support work such as entering, updating, and editing customer service requests; determines appropriate processes to be used; maintains clear and organized handwritten and/or electronic records. + Keeps current regarding the functions and operating procedures of City departments and agencies; maintains knowledge of the City's website, and geography of the City and surrounding areas + Keyboard proficiency is required to effectively train and perform successfully in this position. Typing speed of 25 words per minute is required and will be tested. + Attend in-house training session with senior Public Safety Telecommunicator Supervisor, attaining the following certifications: Cardio-Pulmonary Resuscitation (CPR), Virginia Criminal Information Network (VCIN/NCIC), Department of Criminal Justice Services (DCJS) certification. + Train and certify on multi-line administrative phone lines and associated public safety equipment. + Field potentially stressful calls while entering information into computer aided dispatch system (CAD) for police/fire/ems dispatch. Administrative calls generally are of a lesser priority but can quickly transition to emergency calls. + Ability to speak clearly and effectively control a conversation with distressed callers. + Ability to read maps, reference books, technical manuals, medical cards, and related correspondence. + Work involves choices of actions within limits set by standard practices and procedures. Mature and professional judgment is required to apply the proper course of action. + Maintain communication with other departments which may involve decision-making for public safety purposes. + Ability to work with various local, state, and federal law enforcement agencies. + Performs related work, as required. Education/Experience Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency. Required: + Ability to type 25 wpm + One year of customer relations experience to include direct customer contact, problem identification and resolution. + Ability to easily navigate a desktop computer and provide professional customer service in a stressful public safety environment is a plus Preferred License(s) and/or Certification(s): Virginia Criminal Information Network/National Crime Information Center (VCIN/NCIC), Cardiopulmonary Resuscitation (CPR), Department Criminal Justice Services (DCJS). Additional Information & Requirements Working Hours: The shift will be an eight (8) hour shift, 40 hours per week, and workdays will be dependent on the administrative calls call-volume. + Days – 7:00 a.m. to 3:30 p.m. + Nights – 6:00 p.m. to 2:30 a.m. Signing Bonus: This position is eligible for a one-time $5,000 signing bonus. + Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking. + Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization. + Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union. + Retirement If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction. If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction. + The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution. NOTE: The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type. Non-City Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions. 01 The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification. + I understand and will answer the following supplemental questions completely and thoroughly. 02 Are you a current City of Norfolk employee? + Yes + No 03 If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A." 04 Please select the highest level of education you have completed. + High School Diploma/GED + Some College (6 months or more) + Vocational/Technical Degree + Associate's Degree + Bachelor's Degree or higher 05 Are you available to work the hours indicated? + Yes + No 06 A keyboard typing test will be administered for this position. Please select the response that best describes your typing speed. 25 words per minute minimum is required for this position. + No typing experience + Less than 25 WPM + 25-35 WPM + More than 35 WPM 07 Please select the response that best describes your education, training or experience in law enforcement, fire/ems, or customer service profession. This may include training in a Vocational/Technical course. 08 Do you possess a current CPR/First Aid Certificate? + Yes + No 09 Do you have a valid driver's license? + Yes + No 10 This is an Essential Employee position. The hired candidate is required to report to work during inclement weather, emergency situations, shift work, or as staffing and business needs dictate. Are you willing and able to meet this requirement? + Yes + No 11 Are you a US or Naturalized citizen or have lived in the US for 10 consecutive years? + Yes + No 12 Do you have the legal right to work in the United States and, upon employment, can you provide documentation to verify this? + Yes + No 13 Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment. 14 A conviction (felony or misdemeanor) does not necessarily eliminate you from employment consideration. A criminal background check is conducted on all new hires. Failure to disclose all criminal convictions may result in disqualification from employment consideration or may result in dismissal from City of Norfolk employment if you have been hired. The nature of the offense; the time that has passed since the offense, conduct and/or completion of the sentence; and the nature of the job sought may be taken into consideration. Have you ever been convicted of a felony or a misdemeanor? + I have been convicted of a felony + I have been convicted of a misdemeanor + I have been convicted of a felony and a misdemeanor + I have not been convicted of a felony or a misdemeanor 15 If you answered, that you have been convicted of a felony and/or a misdemeanor, please provide an explanation including the city, state and date of the conviction. This excludes minor traffic violations such as speeding tickets. 16 Are you a qualified military spouse? (An individual who is certified by the designated local agency as being a spouse of a member of the United States Armed Forces) + Yes + No 17 Please indicate your veteran status. (A copy of your long form DD-214 may be required) + I am not a Veteran + I am a Veteran + I am a Disabled Veteran Required Question Employer City of Norfolk Apply Please verify your email address Verify Email