911 Call Center Staff Augmentation Services

The vendor required to provide 911 call center staff augmentation services on an as-needed basis.
- Public safety communication – call taker
1. Job description
•    Operates automated calling system to answer, screen and process incoming calls for services
•    Enters call information into the CAD system and monitors the response of police, fire and EMS units;
•    Provides information to the public and law enforcement agencies within departmental guidelines; 
•    Provides caller with life-saving instructions until assistance arrives;
•    Transfers or directs callers to the appropriate personnel, department or to other law enforcement agencies; 
•    Documents events with all pertinent information received;
•    Relays messages completely and accurately; 
•    Updates and documents event types based on additional information obtained.
2. Required skills and abilities
•    Excellent communication skills, both verbal and in writing. 
•    Ability to multitask and prioritize. 
•    Typing and computer skills, at a minimum of 25 words per minute. 
•    Stress management, ability to stay calm and composed in a high-stress environment. 
•    Follow instructions
•    Fluency in english (written and spoken). 
•    Experience in at least two of the following disciplines preferred: call taking, fire and rescue radio operator, law enforcement radio operator 
•    Willing to work hours as assigned by jurisdiction.
- Dispatcher
1. Job description
•    Coordinates and monitors the response of police or fire and EMS units, including dispatching emergency and non-emergency calls utilizing proper dispatch formats, response plans; 
•    Operates assigned radio channels, including primary and secondary;
•    Practices proper radio techniques, and makes notifications where appropriate; 
•    Documents events with all pertinent information received; 
•    Determines type and amount of emergency aid needed; 
•    Relays messages completely and accurately; 
•    Updates and documents event types based on additional information obtained;
•    Maintains control of radio channel (s) at all times and operates backup systems during primary system failures.
2. Required skills and abilities
•    Excellent communication skills, both verbal and in writing. 
•    Ability to multitask and prioritize. 
•    Typing and computer skills, at a minimum of 25 words per minute. 
•    Stress management, ability to stay calm and composed in a high-stress environment. 
•    Follow instructions 
•    Fluency in english (written and spoken). 
•    Experience in at least two of the following disciplines preferred: call taking, fire and rescue radio operator, law enforcement radio operator.
•    Willing to work hours as assigned by jurisdiction. 
•    Contract employees shall be subject to all policies and procedures governing the local jurisdiction (including human resources and progressive discipline policies).
- Quality assurance
1. Job description
•    Quality assurance personnel provide operational support, monitoring the performance of employees and supervisors, providing independent review and evaluation of operations and compiling statistical data and reports.
2. Required skills and abilities
•    Knowledge of applicable quality assurance techniques, methodologies, and practices;
•    Ability to lead and manage the activities involving quality assurance and compliance, conducting audits, reviews, analysis, evaluation, documentation and reporting;
•    Ability to develop plans and strategy, requirements and measurements to ensure quality standards, analyzing data to draw conclusions and make appropriate recommendations; 
•    Ability to establish and maintain collaborative working relationships with a diverse group of internal and external contacts at all levels; 
•    Good knowledge of call center operations for public safety call taking, including experience on a computer-aided dispatch (CAD).