The City of Wilmington is Hiring Emergency Call Operators: Are You Up for the Job?

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  • Contributing Editor
    Administrator
    • May 2014
    • 2704



    The City of Wilmington is Hiring Emergency Call Operators: Are You Up for the Job?


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    Key Points:
    • Role and Responsibilities: The Emergency Call Operator handles emergency and non-emergency calls, records and disseminates information to field officers, and assists in training new employees.
    • Required Skills and Knowledge: Candidates must have a high school diploma or GED, good geographical knowledge of Wilmington and New Castle County, and the ability to learn computer-aided dispatch systems. Strong communication skills and the ability to remain calm under stress are essential.
    • Certifications and Training: The role requires maintaining DELJIS and APCO certifications and involves learning various operating procedures and systems relevant to emergency dispatch.
    • Work Environment: The job is based in a normal office environment with specific physical and vision requirements. Operators must be able to work rotating shifts and overtime as needed.
    • Compensation and Application: The position offers a salary range of $43,040 to $60,256, with five vacancies available.




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    In the bustling and dynamic environment of public safety, the role of an Emergency Call Operator stands as a critical linchpin in the chain of emergency response. The City of Wilmington’s Department of Police is seeking dedicated and skilled individuals to join their team as Emergency Call Operators. This position, categorized under open competitive recruitment, offers a salary range of $43,040 to $60,256, reflecting the level of responsibility and expertise required. With five vacancies currently available, this opportunity is ideal for those looking to make a meaningful impact on community safety while working in a challenging yet rewarding setting.


    Emergency Call Operators play a pivotal role in ensuring that emergency services are promptly and efficiently dispatched to those in need. This involves handling a wide range of calls, from routine inquiries to urgent 911 emergencies that can encompass incidents such as homicides, suicides, armed robberies, domestic disputes, and other violent and non-violent crimes. The ability to quickly and accurately obtain and record information is crucial, as this data must be relayed to police officers in the field via dispatchers, who rely on the precision of the information provided to coordinate effective responses.


    The demands of this role require a specific skill set and a calm demeanor under pressure. Candidates must possess a high school diploma or GED equivalency, along with some experience or knowledge in operating an answering service under stressful conditions. Additionally, a thorough understanding of the geography, streets, roads, and highways of Wilmington and the surrounding New Castle County region is essential. This knowledge, coupled with the ability to learn and navigate computer-aided dispatch systems, ensures that operators can perform their duties with the necessary efficiency and accuracy.



    ​ Working as an Emergency Call Operator also involves maintaining various certifications, such as DELJIS and APCO, and adhering to a multitude of operating procedures and systems, including 911 Standard Operating Procedures, the Delaware Criminal Code, and others. The role requires flexibility in terms of working hours, with operators expected to work rotating shifts, overtime, and be available for holdovers as needed.


    ​ The work environment for this position is a typical office setting, where operators frequently sit, talk, and hear. They must also be capable of occasional physical activities such as walking and handling objects. Specific vision requirements, including close vision and the ability to adjust focus, are necessary to perform the job effectively. Furthermore, applicants must pass a criminal background investigation, drug test, and pre-employment physical to qualify for the role.


    ​ For those passionate about public service and looking to contribute to the safety and well-being of their community, the position of Emergency Call Operator offers a fulfilling and impactful career path. Interested candidates are encouraged to apply.





    Job Description of City of Wilmington Emergency Call Operator (Now Hiring July 2024)



    • Emergency Call Operator
    • Type: Open Competitive
    • Salary/Pay Rate: Level 5 – $43,040 to $60,256
    • Posted Date: 06/05/2024
    • Announcement No.: 4094009 | 5 Vacancies
    • Department: Police
    • Affiliation: AFSCME Local 1102
    • FLSA: Non-exempt
    • Apply Now


    Primary Function: The Emergency Call Operator performs essential tasks within the Department of Police, handling requests for police services. The role involves receiving telephone complaints, emergency calls, and other requests for police services in a high-pressure call-center environment. Quick and accurate information recording is crucial to ensure effective communication with field officers via the dispatcher. This position also includes completing form letters for the Communication Division and is supervised by a shift supervisor.



    ​​ Principal Duties and Responsibilities

    ​​​

    ​​​​
    • Answer all incoming emergency phone calls to the Communications Center.
    • Manage 911 emergency calls involving situations such as homicides, suicides, armed robberies, domestic disputes, and various crimes.
    • Quickly and efficiently obtain and record information for dissemination to field officers through the dispatcher.
    • Input information into the computer system for dispatcher use.
    • Train and assist new employees assigned to the division.
    • Maintain DELJIS and APCO certifications.
    • Perform all related work as required.


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    Education and Experience Requirements

    ​​​​​
    • High school diploma or GED equivalency.
    • Experience or knowledge in operating an answering service under stress, or any equivalent combination of experience and training.
    • Good knowledge of the geography, streets, roads, and highways of Wilmington and New Castle County.
    • Ability to learn computer-aided dispatch systems.
    • Strong communication skills, ability to remain calm under stress, and maintain effective working relationships.
    • Knowledge of various operating procedures and systems, including 911 Standard Operating Procedures, Delaware Criminal Code, Department of Motor Vehicle Code, and more.
    • Ability to work rotating shifts, overtime, and as needed.
    • Typing speed of 45 wpm.
    ​ ​



    Why an Emergency Call Operator Role is the Perfect Fit for Wilmington Residents

    ​ The role of an Emergency Call Operator within the City of Wilmington's Department of Police offers a unique and rewarding career path for local residents. With a competitive salary ranging from $43,040 to $60,256, comprehensive benefits, and a robust pension plan, this position not only provides financial stability but also the opportunity to make a significant impact on community safety.



    Competitive Salary and Financial Security

    ​ For individuals living in Wilmington, the salary offered for this position is highly attractive. Starting at $43,040 and reaching up to $60,256, it provides a substantial income that reflects the importance and demands of the role. This level of compensation ensures that employees can maintain a comfortable standard of living in Wilmington, covering essential expenses and allowing for financial growth and security.

     


    Comprehensive Benefits Package

    ​ In addition to a competitive salary, the Emergency Call Operator position comes with a comprehensive benefits package. This includes health insurance, which is crucial for maintaining overall well-being and managing healthcare costs. The benefits package also typically includes dental and vision coverage, life insurance, and disability insurance, providing further financial security and peace of mind. For residents of Wilmington, having access to such extensive benefits means greater support for themselves and their families, reducing the financial burden of unforeseen health issues and ensuring long-term health and stability.



    Robust Pension Plan

    ​ One of the standout features of this position is the robust pension plan available to employees. This pension plan ensures that after years of dedicated service, employees will have a secure and stable source of income in their retirement years. For Wilmington residents, this offers an added layer of financial security, allowing them to plan for a comfortable and worry-free retirement. The assurance of a steady income post-retirement is a significant benefit that enhances the overall attractiveness of the job.



    Making a Difference in the Community

    ​ Beyond the financial and benefits-related advantages, the role of an Emergency Call Operator is deeply fulfilling for those passionate about public service. As the first point of contact in emergencies, operators play a critical role in ensuring that help is dispatched quickly and efficiently. This position allows individuals to directly contribute to the safety and well-being of their community, providing a sense of purpose and pride in their work. For Wilmington residents, this connection to the community and the ability to make a tangible difference can be incredibly rewarding.



    Professional Growth and Development

    ​ The position also offers opportunities for professional growth and development. Operators receive training in various systems and procedures, including computer-aided dispatch systems, DELJIS, and APCO certifications. This training not only enhances their skill set but also opens up potential career advancement opportunities within the Department of Police or other related fields. For residents looking to build a stable and progressive career in public safety, this role provides an excellent starting point.



    Work-Life Balance and Job Stability

    ​ The job of an Emergency Call Operator is structured to ensure a healthy work-life balance. While the role requires the ability to work rotating shifts and overtime, it also offers the stability of a non-exempt position with predictable hours and overtime pay. For Wilmington residents, this balance allows them to maintain personal commitments and enjoy their time outside of work, contributing to overall job satisfaction and well-being.



    ​ In summary, the Emergency Call Operator position with the City of Wilmington's Department of Police is an exceptional opportunity for local residents. The competitive salary, comprehensive benefits, robust pension plan, and the chance to make a meaningful impact on the community make this role highly appealing. For those passionate about public service and looking for a stable, rewarding career with growth potential, this position is an ideal fit. Wilmington residents are encouraged to apply and take advantage of this opportunity to contribute to their community while securing their financial future. Interested candidates can find more details and apply through the official link.
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