CJIT-Call Taker

Posted until a sufficient candidate pool is established.

NOTE: This posting is to fill the current vacancy and to establish an eligibility list to fill any future vacancies that may occur in the next 6 months.

High school diploma or equivalent. Two years customer service work experience in a telephone service center required. Should be able to quickly and effectively record information in addition to maintaining composure during stressful situations. Should be able to perform efficiently while performing multiple tasks. High level verbal communications skills are required. Must demonstrate an ability to learn and understand NCIC/GCIC rules and regulations in a relatively short period of time. Must be able to use discretion to prioritize emergency level of response.

INTERVIEW SELECTION PROCESS: The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job related areas. These may include exercises such as practical demonstrations, written communications, oral interviews and/or competency assessments.

The Following applies to Internal Applicants ONLY:

All internal applicants will have a record evaluation check to determine whether they are eligible to advance to the interview process. Candidates will be automatically disqualified for consideration if their employment record for the twelve (12) months preceding the date of the posting reflects any of the following:

• A combined total of more than three (3) occurrences and/or lose outs (tardies)

• Any instances of absence without leave (AWOL)

• Any disciplinary actions

• Any valid customer complaints

• Must not be enrolled in the Modified Duty Program

• Employee has not successfully completed probationary period as a new hire

Notes: Record evaluation will be conducted based on the twelve months preceding the initial date of the posting. Candidates must remain in good standing once selected through the job screening and offer process. Failure to remain in good standing based on the criteria listed above will disqualify any candidate. Additional Requirements (Internal/External Candidates)

Basic Functions

Serves as the first point of contact for emergency and non-emergency calls for police, fire and emergency medical situations. Uses discretion to prioritize calls (determining nature, location and other relevant information pertaining to the call) to establish the most appropriate response solution. Effectively and accurately records information while maintaining composure during stressful situations. Responsible for recording pertinent call details via CAD (Computer Aided Dispatch) system. Operates non-emergency radio communication system to dispatch Station Agents and communicate with personnel during emergency situations. Operates NCIC (National Crime Information Center) and GCIC (Georgia Crime Information Center) computer information system for the purposes of verifying or entering data. Serves as backup support to the branch of Customer Services.

1. Serves as the first point of contact for emergency and non-emergency calls for police, fire, emergency medical assistance and customer service. Uses specialized equipment or services such as the public address system, to communicate effectively with MARTA patrons.

2. Uses discretion to prioritize calls (determining nature, location and other relevant information pertaining to the call) to establish the most appropriate response solution. Effectively and accurately records information while maintaining composure during stressful situations. Receives and prioritizes calls determining nature, location and other relevant information pertaining to the call.

3. Assist Marta patrons by providing entry through the faregates or by the issue of transfers from remote sites.

4. Records relevant information such as descriptions of suspects distributing to radio operators or other staff when needed.

5. Operates non-emergency radio communications systems to include relaying information to police, fire, emergency medical services of other jurisdictions, and station managers.

6. Responds to field units and station manager’s requests according to standard operation procedures.

7. Responsible for recording pertinent call information via CAD (Computer Aided Dispatch) system such as dispatch arrival and completion times.

8. Operates NCIC( National Crime Information Center ) and GCIC( Georgia Crime Information Center ) compute information system for the purpose of verifying or entering data.

9. Performs other duties as assigned.