Community Assisted Response & Engagement (CARE) Position Community Assisted Response & Engagement (CARE) is seeking applicants to answer our non-emergency and emergency 911 telephone lines. A competitive applicant would possess strong multi-tasking skills, knowledge of counseling, crisis management, the legal system, and social service agencies and the services they provide. These skills combined with extensive on the job training would be used to perform daily job duties and resolve most work problems. Contacts are primarily with the public via telephone for the purpose of responding to emergency and non-emergency requests for assistance and information.
Job Responsibilities:
Receive incoming calls and text messages from the public concerning emergency police, fire, or medical service needs or non-emergency assistance requests.
Screen calls to determine the need for assistance, proper routing, and response to calls. Transfers calls to the non-emergency queue, radio dispatchers and other appropriate agencies or personnel.
Generate emergency and non-emergency calls for service using a Computer Aided Dispatch system.
Interview callers; complete case/criminal reports and issue case numbers.
Responds to requests, including from people who may be hearing impaired, Deaf, deaf-blind, speech impaired, and/or who may communicate via limited English.
Monitor several applications specific to call taking and dispatching.
Re-contact callers who were disconnected or who were unresponsive during initial communications.
Provide general information to callers including availability of services, jurisdictional limitations, program information and referral to appropriate departments or agencies.
Demonstrate techniques in conflict resolution, mediation and negotiation, working in a high-pressured, and structured environment.
Qualifications:
Verifiable education, training, and experience in general office and telephone communication functions and activities, demonstrated ability to access and accurately input information into appropriate computer system programs; and a minimum of six (6) months' experience providing customer service in a high volume, fast-paced, high stress environment (or a combination of education, training and/or experience which provides an equivalent background required to perform the work of the class).
Additional Information: Work Environment and Physical Demands:
- Work overtime, nights, evenings, weekends, and/or holidays.
- Work is performed in a busy 24/7 call center environment, confined to immediate work area, and requires continuous staffing.
- Work involves sensitive contact with members of the public via telephone, who are in crisis.
- License, Certification, and Other Requirements:
- Completion of training requirements to handle emergency and non-emergency functions as it relates to processing calls, administrative duties, referrals, and other duties assigned.
Position Requirements:
Must be available to work mandatory overtime assignments as required.
Must be available to work a variety of shifts.
Applicants must take a keyboarding test, a work-related multi-media performance test, and complete a background check.
Benefits:
The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website.
