Citizens Information Center (CIC) Representative

Description

GENERAL DESCRIPTION:

Under general supervision, answer non-emergency and 911 emergency requests to assist public and staff with non-emergency County assistance. Duties require the ability to quickly determine the nature of the problem from information provided by caller and initiating appropriate action. Employees must be available to work any shift, holidays, weekends, and overtime as required. This position will handle triaging calls and either directing to the appropriate department/division of the County, provide requested information, or creation of tickets with accurate information for follow up by department/division. Additional after-hours support for Public Works and other government resources as assigned.

Essential Job Functions

ESSENTIAL JOB FUNCTIONS:

• Receives telephone calls from citizens or other partner entities requesting assistance or information, screens calls, and transfers callers to other departments/divisions agencies as needed following prescribed standard operating procedures (SOP).
• Provides accurate and rapid processing of routine and urgent calls, which requires following prescribed SOP.
• Allocates resources appropriately, as the need arises, by applying appropriate decision-making rules and approved protocols.
• Operates communications and associated peripheral equipment to handle calls and enter call records into a computer-aided dispatch system (CAD) and other electronic ticketing systems.
• Maintains required files, records, and communication logs. Responsible for completeness and accuracy of paperwork and data entry for the shift.
• Takes complaints, reports issues to supervisor, and documents as required.
• May serve as team lead in absence of Call Center Manager.
• In case of an emergency or crisis situation (hurricane, flood, etc.), the position must respond/perform recovery duties as assigned by the immediate supervisor. All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.
• Maintains regular physical attendance during work hours as assigned at one of the County's offices or work facilities with the ability to work evenings, nights, and holidays as required. Required to work flexible schedules, including evenings, weekends, holidays, standby, and mandatory overtime.
  
  

(These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related marginal duties as requested.)

Minimum Qualifications

MINIMUM QUALIFICATIONS:

Knowledge, Skills, And Abilities

• Ability to speak in a clear, well-modulated voice and deal with the public in a firm, courteous, tactful, and impartial manner.
• Ability to react calmly and handle stressful calls.
• Ability to maintain clear, accurate, and detailed accounts of operations.
• Ability to make sound decisions during stressful situations.
• Ability to learn to operate telephone transmitting and receiving equipment.
• Ability to sit at a console for extended periods.
• Ability to communicate effectively using verbal, written, visual communication, and to listen and understand.
• Ability to operate a computer and utilize the related software programs.
• Ability to follow established protocols and follow the chain of command.
• Ability to maintain flexibility and adaptability when performing tasks and duties in a dynamic environment.
• Ability to establish and maintain effective working relationships with others
  
  

Education And Experience

• Graduation from an accredited high school or possession of an acceptable equivalency diploma.
• One (1) year of experience working in a fast-paced, high call volume commercial or government public safety dispatching/call-taking facility. (Preferred)
  
  

Licenses, Certifications, Or Registrations

• Valid Florida Driver's License and a driving record acceptable to the insurance provider.
• Required National Incident Management System (NIMS) certifications within six (6) months of employment.
  
  

Supplemental Information

Essential Physical Skills

• Must be capable of reaching all communications control panels and reference materials in the communications center.
• Acceptable vision (with or without correction)
• Acceptable hearing (with or without correction)
• Walking
• Standing
• Bending
• Stooping
• Must be able to operate a motor vehicle
  
  

Environmental Conditions

• Work is performed in a fast-paced, high call volume call center environment.
• Work is occasionally performed in and around a fire station or fire department training labs/grounds.
  
  

Reasonable accommodation will be made for otherwise qualified individuals with a disability.

FLSA Non-Exempt Status

Created: 10/16/2024