Emergency Communications Center Menu

CRR Job Information

The Cincinnati Emergency Communications Center's Customer Relations Representatives (CRRs) are the public's first contact when they need non-emergency city services in Cincinnati. They act as our 311 Call-Takers, and work alongside the staff providing 911 services. CRRs are full-time staff members that answer 311 non-emergency calls, interview callers to obtain needed information, and provide information and instructions.

911 call-taker at workstationInterested in Becoming a 311 Call-Taker?

The Emergency Communications Center’s (ECC) hiring process is robust to ensure candidates will be well-suited to the job. 

Benefits

  • You will earn a competitive salary at the City of Cincinnati.
    See the CRR (ECC) class specification for the current salary.

  • You will be paid to train for this position at full salary.

  • You will be covered by medical, dental and vision insurance upon your start date.

  • There are opportunities for advancement within the ECC and elsewhere in city government.

  • You will have a retirement plan with the Cincinnati Retirement System.

  • You can also choose to contribute to a deferred compensation plan and the city will contribute, too

  • You will be represented by the AFSCME union and work under a collective bargaining agreement.

Training

Newly-hired 311 CRR trainees begin with several weeks of classroom training during which they learn the fundamentals of the 311 program, City service delivery, and public safety telecommunications. At the conclusion of classroom training, the trainees will have become certified as an IAED Emergency Telecommunicator (ETC) and Emergency Police Dispatcher (EPD), ensuring they are trained over and above the level required to handled non-emergency calls.

Next, trainees begin a three-phase on-the-job (OJT) training program. Overall, OJT consists of at least 360 hours of training that typically spans 12 weeks, and this is split into the three phases. During each phase, the trainee is paired with a certified Communications Training Officer (CTO) while they take live calls. The CTO provides guidance and mentorship while the trainee gains live experience. 

Trainees receive full pay and benefits throughout the training period.

What schedule would I work?

The nature of a 24/7 operation means you can expect to work weekends and holidays. However, the schedule used by the ECC is one favored by employees because it maximizes the number of days off work. A majority of our staff work twelve-hour shifts with an off-day pattern that allows them to have every other weekend off, and results in approximately 15 work days per month. Day shift is from 7am to 7pm, and night shift is from 7pm to 7am. A small number of staff work a mid-shift from 11am to 11pm. See an example shift calendar.

In your first year, you may work a variety of these shifts as your training program familiarizes you with all aspects of our organization's work. Once you have completed training, you will be assigned to a shift for the remainder of that calendar year. Our staff bid on shifts annually based on seniority within their job classification.

Promotional Opportunities

After six months of service as a Customer Relations Representative, staff are eligible to apply for promotion to Emergency 911 Operator. Upon promotion, you would attend classroom training and complete on-the-job training to learn additional skills and earn more certifications necessary to handle 911 calls. 

Alternatively, after two years of service as a Customer Relations Representative, staff are eligible to apply for promotion to our Quality Assurance team in the Senior Customer Relations Representative job classification.

Health and Wellness Resources

Working as a 311 and 911 professional can be stressful, and working at any desk could be considered sedentary. At a center of our size, we are fortunate to have resources and facilities to address employee health and wellness, and the ongoing improvement of those resources is a focus of the ECC.

A typical twelve-hour shift includes two 20-minute breaks and one 30-minute lunch, which are paid, and are time you can spend away from your work area. Our facility includes a kitchen/break room, a quiet room, and a fitness room. The fitness room can be used for exercise before your shift, on break, or after your shift. A pleasant terrace surrounds our facility and gives an opportunity for a walk and fresh air. While you're engaged in work, each 311 workstation includes a motorized sit/stand desk with climate controls, so you can work on your feet periodically (or all day, if you would like).

The City of Cincinnati offers all employees a wellness incentive program, called the Healthy Lifestyles Program, that encourages and rewards employees and spouses/equal partners for making positive choices for better health. Eligible employees and spouses/equal partners who participate in Healthy Lifestyles can earn up to $300 each per calendar year, which is credited to a Health Reimbursement Account (HRA).

Another resource available for employee wellness is PEAP. The Public Employee Assistance Program (PEAP) is a professional, confidential counseling service designed to help employees and their family members manage work and personal problems. The program provides assistance before life problems affect job performance. The PEAP staff is comprised of licensed therapists, each one trained in family, marital and individual counseling. PEAP is a free resource to all city employees.

Would I be a good fit at the ECC?

  • Can you positively contribute in a team environment?

  • Do you have a desire to help people?

  • Can you provide excellent customer service?

  • Are you capable of multi-tasking?

  • Do you remain calm under stress?

  • Do you possess good decision-making skills?

  • Are you comfortable accepting responsibility?

Qualifications

  • High School Diploma or GED

  • Two years of paid experience in a position that involves regular contact with the public and experience using a personal computer with office application (word processor, spreadsheet, internet, etc.) in a window-based environment.

  • Willingness to work rotating, permanent or swing shifts including weekends and holidays.

  • Willingness to submit to a Police Background Investigation

  • Valid Driver’s License or State ID card

  • Successful completion of medical and drug screening