Voice Communications Analyst jobs in Richland, WA

General Summary

• Ability to multitask.
• Excellent communication skills.
• Excellent hearing.
• Decision-making skills.
• Empathy – strong desire to help others.
• Listening skills.
• Organizational skills.
• Typing skills.
• Good knowledge of English language.
• Stress tolerance.
• Self-control.
• Dependability.
• Integrity.
• Adaptability. Must be able to work varied hours and rotating schedules.

• Good benefits.
• Competitive wages.
• Secure future.
• Work in a team environment with close working relationships.
• Very rewarding work.
• Satisfaction in knowing you made a difference.
• Become a hero in your community.

• Training is lengthy and intensive – usually eight months.
• Regular and predictable attendance is required.
• Required to work different shifts in a 24-7, 365-day work environment.
• Limited flexibility in schedule.
• Likelihood of working many holidays – possibly delaying personal events.
• Schedule may conflict with personal functions and events.
• Required to work scheduled and unscheduled overtime.
• Must have working phone available for contact at any time.
• Must be able to remain at a console workstation for extended periods.
• Work within a chain of command.
• All work is recorded.
• Work in high stress environment.
• Must maintain emotions during chaotic incidents.
• Ability to learn multiple agency response area and local geography.
• Maintain strict confidentiality of all work incidents.
• Ability to utilize multiple computer screens and keyboards while operating phone lines and radios (multitasking).
• High level of concentration and room awareness required.
• Ability to abstain from marijuana and other illegal drug use while employed with the City of Richland.

• Routine calls of crimes not occurring at the time of the call.
• Call of crimes occurring during the time of the call.
• Calls from people who are intoxicated, hysterical, irrational, confused, demanding, or screaming at you, people threatening suicide, having a minor or serious medical issue, victims of violent crimes, or reporting a lost child or a lost animal.
• Use technology and interview skills to determine callers location should they be unable to provide it.

Minimum Qualifications

EDUCATION & EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent.
• One (1) year of customer service experience involving substantial customer interaction in a fast-paced environment.
• Working knowledge of Microsoft Office Outlook and Word.
• Data-entry skills with speed and accuracy, and ability to type 35 wpm with accuracy.
• Or an equivalent combination of education and experience that would provide the necessary knowledge, skills and abilities to successfully perform the essential functions of the job.

LICENSES, CERTIFICATIONS & OTHER REQUIREMENTS:

• Obtain and maintain ACCESS Level I or II certification within one (1) year of hire date.
• Obtain CPR and Emergency Medical Dispatch (or equivalent) certifications within one (1) year of hire date.

Desirable Qualifications

• Prior successful experience in a fast-paced and multi-tasked public contact environment (e.g. medical intake, bank teller, server, or barista) or a public safety communications environment.
• Knowledge of Benton and Franklin County streets, locations, and landmarks.
• Excellent oral communication skills to include a clear and confident speaking voice with good diction.
• Demonstrated background providing excellent customer service with tact, patience, and courtesy while maintaining a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened.

Supplemental Information

Summary of City of Richland benefits for Teamsters affiliated staff (guild-represented employees):

Regular Full-Time Employee Benefits

• Excellent preferred provider plan with a substantial City-paid contribution
• Medical, Dental, Vision plan through United Employees Benefit Trust (UEBT)
• City-paid Life and Accidental Death & Dismemberment Insurance (equals two times the employee's annual salary)
• City-paid Long-Term Disability Insurance
• Participation in the State of Washington's Retirement Plan (PERS)
• Vacation Leave
• Sick Leave (8 hours per month*)
• Longevity and Bilingual pay
• 10 Paid Holidays
• 3% City-match (base pay) deferred compensation plans, includes 457 and 401(a) options (must meet eligibility requirements)
• Section 125 - Flexible Benefits Plan (Medical/Dependent Care)
• Employee Assistance Program

• Participation in the State of Washington's Retirement Plan (PERS)
• Vacation & Sick Leave (pro-rated based upon position's budgeted hours*)
• Section 125 - Flexible Benefits Plan (Medical/Dependent Care)