911 Operator at Massachusetts Bay Transportation Authority
Massachusetts Bay Transportation Authority · Boston, United States Of America · Onsite
- Office in Boston
About the Department
This position is responsible for receiving emergency and non-emergency calls for service over the telephone and by other means, employing appropriate call screening protocols, and responding to those calls by dispatching the appropriate public safety resources. This position is responsible for interaction with other public safety dispatch centers in the answering and transferring of calls and incident information, and for maintaining communications with field personnel in law enforcement, fire and EMS agencies. This position is required to respond appropriately to requests for services and information from field personnel.
Position Duties
- Answer all incoming emergency and non-emergency calls to TPD via 10-Digit Telephone Lines, Emergency and Non-emergency 1212 lines from internal sources.
- Monitor back up radios (2 frequencies).
- Monitor ELERTS system and radios and answers telephones to obtain information regarding reported emergency.
- Determine nature of response, calls in required personnel and dispatches appropriate fire, police and other emergency response personnel to emergency scene.
- Relay messages to various Department personnel and departments regarding emergencies.
- Call in assistance from other communities in accordance with established procedures and protocols.
- Respond to non-emergency calls, providing information and assistance and refers callers to appropriate department and/or employee.
- Act as liaison between local and neighboring municipalities and the public utility for the purpose of reporting emergency situations, needed repairs and loss of service.
- Dispatch calls for service via the TPD’s radio system.
- Enter calls for service via the TPD’s CAD Records Management System.
- Perform related duties and projects assigned.
- The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Available to work all shifts and locations as assigned or directed.
- Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.
- Have the ability to work any and all shifts and/or locations assigned or directed.
Minimum Qualifications
- A high school diploma or equivalent (G.E.D.) from an accredited institution.
- Should possess a polite but authoritative telephone voice and manner, as well as the ability to understand and skillfully manage emergency and business callers.
- Must have the ability to be understood clearly by others over radio and telephone circuits, to accurately record the detail of telephone and radio conversations, and to remain calm under the pressure of emergencies, aggressive or emotional callers, peaking workloads, and multiple (simultaneous) responsibilities.
- Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.
- Simultaneously process information from multiple sources (verbal, text, and video) and keep information clear.
- Recall details and record information/numbers quickly and correctly.
- Communicate effectively and professionally, both orally and in writing.
- Work collaboratively and cooperatively with co-workers and personnel from customer agencies.
Other Qualifications
Preferred Experience and Skills
- Previous dispatcher or telecommunicator experience
- Proficient in Spanish or Haitian-Creole
