TelServ Operator

Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.

Job Description:

SUMMARY

This is telephone and walk-up work handling and screening non-emergency calls and services at the Gainesville Police Department’s front desk area.

Positions allocated to this classification reports to a designated supervisor and work under close supervision.  Work in this class is distinguished from other classes by its emphasis on handling non-emergency calls and incident report writing responsibilities.

EXAMPLES OF WORK

This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position.  The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job.  Performance of lower-level duties may be required.

ESSENTIAL JOB FUNCTIONS

Performs clerical functions associated with the front desk, i.e. tow releases, authorization to release vehicle forms, authorization to file stolen vehicle forms, parking affidavits, late vehicle accident report forms, Victim/Witness statements, Victim’s Rights form, Medical Theft affidavit, trespass authorization letter, liability waivers, vehicle for hire application, and Internal Affairs complaint forms.

Processes Police Clearances for citizens seeking acceptance into homeless shelters where required.

Receives, screen, and directs calls of a non-emergency nature on telephone lines.

Communicates with dispatch and zone officers utilizing mobile radio station.

Identifies emergency and high priority calls for service and transfers calls to appropriate entity.

Inputs and transmits non-emergency calls using computer terminal.  Contacts appropriate personnel to notify of complaints and/or actions required.

Uses computer terminal to update and monitor information status, transmit requests for non-emergency services, and retrieve various data and records.

Monitors the department’s citizen online reporting system which requires proofreading the submitted report and sending a response back providing an issued case number or denial reason.

Monitors the checking out and in of patrol pool cars and maintaining the key boxes storing the spare keys to the patrol vehicles.

Monitors the video screens for security cameras set up around the department.

Monitors the security of the entrances into the main building from the front desk area and the doorway leading into the Hall of Hero’s community room.

Issues visitor badges to citizens (non-personnel) that will be entering the secured areas of the building.

Monitors the fire alarm panel for the main building and makes appropriate notifications when alarm activations occur.

Participates in ongoing training and re-training along with Operational Bureau personnel on Computer Aided Dispatch (CAD), and front desk functions.

Performs special support projects as directed by supervisor, i.e. proofing and compiling information.

Utilizes the building paging system to contact staff or announce emergency messages.

Takes police reports from citizens reporting crime.

Interacts with and assists citizens having business with the Gainesville Police Department (GPD), by screening and directing them to other GPD bureaus or City of Gainesville departments.  These contacts range from “friendly assists” to dealing with wanted felons.

Responds under emergency conditions.

Attends work on a continuous and regular basis.

EDUCATION AND EXPERIENCE

Graduation from high school or possession of an acceptable equivalency diploma and one (1) year experience using a multi-line telephone system, and six (6) months experience using a computer system, or an equivalent combination of training and experience which provide the required knowledge, ability, and skills.

Typing at a speed acceptable to department needs may be required.

CERTIFICATIONS OR LICENSES

Licenses

None.

Certifications

Florida Criminal Information Center (FCIC) certification is required within 30 days of appointment.

Police Security clearance to gain access to the Criminal Justice Computer Systems is required upon appointment.