911 & CCC Operator

Position Summary

The 911 and CCC Operator receive and respond to emergency and non-emergency calls from KAUST community

members in need of medical, fire, public safety, or accident assistance. The 911 and CCC Operator is responsible for determining the nature and location of the emergency, as well as dispatching security officers, fire, paramedics, or other emergency units in accordance with established protocols,

policy and procedures. During their assigned shifts, 911 and CCC Operators must maintain contact with all field units, monitor emergency alarms and systems, and enter, update, and retrieve information from various computer systems.

Major Responsibilities

• Operate all telecommunications equipment located within the 911 Control and Command Center, including but not limited to CAD, telephony equipment, emergency backup equipment, and radio systems.


• Receive incoming calls and messages from the community concerning security emergency, fire, or medical service needs or non-emergency assistance requests.


• Screen, correctly categorize, and prioritize calls in order to determine the need for assistance, proper routing, and response.


• Transfers calls to the non-emergency queue, and other appropriate departments or personnel.


• Interview callers, request accurate information, enter data into the CAD system, communicate information to the appropriate emergency response unit, and maintain records.


• Coordinate responses and communications with government law enforcement and emergency response agencies, as well as support services, as necessary.


• Provide assistance to Security officers in the field throughout any incident. Utilize video and other assessment tools in emergency monitoring and management.


• Answer questions and requests of security personnel attending to emergencies.


• Ensure that all emergency response activities are documented.


• Monitor several systems such as fire alarm system, KAUST closed-circuit television (CCTV) security system.


• Report any damaged or malfunctioning equipment, as well as any other concerns, to the 911 and CCC Supervisor.


• Perform related duties as assigned.

Personal Requirements

Competencies

• Ability to communicate effectively in English, both orally and in writing.


• Ability to speak clearly and precisely over the telephone and radio.


• Ability to type and operate computer at an efficient speed.


• Ability to evaluate situations quickly, prioritize needs and respond appropriately


• Knowledge of Principles of record keeping


• Ability to work nights, weekends, and holidays, along with any expected/unexpected overtime that may be mandatory.


• Proper telephone and customer service techniques and etiquette.


• Ability to establish and maintain cooperation and effective working relationships with others.

Experience and Qualifications

• Education: Minimum High School or diploma


• Minimum of 1 year work experience in customer service and/or telephone communication functions and activities.