Emergency Communications Center

Job Posting & Application

The city typically posts its Customer Relations Representative position twice per year, for a two-week time period. During this time, interested parties can submit their application via Government Jobs for consideration.

Minimum Qualification Review

After the two-week job posting closes, human resources personnel will screen each application to ensure that the individual meets the minimum qualifications listed on the job posting. This typically takes one to two weeks.

Skills-Based Assessment & Online Interview

At this stage, all applicants that meet the minimum qualifications for the position will be sent a link (via email) to an online skills-based assessment. Keep an eye on your email!

In order to move on in the process, applicants must take and pass this assessment, which measures skills such as keyboarding, active-listening, and ability to multi-task.

This includes a "structured oral interview" - essentially, an interview you will take by recording your answers to questions with a computer's webcam. Rather than meet with an interview panel at the time, your responses will be reviewed later by an interview panel.

Behavioral Assessment

Applicants that pass the skills-based assessment will be sent a link to a behavioral based assessment. This assessment looks at whether applicants possess qualities of successful Customer Relations Representatives, such as customer service skills, the ability to work as part of a team, and the ability to work well in high-stress situations. Applicants must complete this assessment in order to move on to the next steps in the selection process.

Approval of the Eligibility List

Applicants that successfully complete both the skills-based assessment and the behavioral assessment will be placed on an eligibility list. Applicants are ranked based on their exam score. Veteran credit may be given to applicants that submit a DD-214 and satisfy all requirements laid out in Civil Service Rule 5, Section 8.

This list is approved by the City’s Civil Service Commission and, based on the commission's meeting schedule, this step may take up to four weeks.

Applicants Referred to Hiring Team

Once an eligibility list is available, the top 25% of applicants on the list are referred to ECC's hiring team for consideration. Applicants falling outside the top 25% are considered once referred applicants are hired, disqualified, or withdraw from the process.

Observation and In-Person Interview

Applicants that are selected to move on in the process will be invited to observe and participate in a second interview. During the observation, applicants will get the chance to sit with a current 311 CRR and experience the job first-hand. Individuals are encouraged to ask any questions they might have. Following the observation, a final interview will be conducted; this interview will be in-person, with an interview panel. Applicants should expect to spend approximately 3 hours at the Emergency Communications Center during this visit.

Reference and Employment Checks

The ECC’s hiring department will reach out to applicants’ past employers and references to ensure all information on an individual’s application is accurate and that the individual is a good fit for the center.

Contingent Offer Letter & Pre-Hire Activities

The ECC will extend contingent offers to the top applicants to join the next training class. This offer is contingent upon successful completion of all pre-hire activities, which include a medical examination and drug screen, a background investigation, approval from LEADS administration, approval by the Civil Service Commission, and verification of employment eligibility.

Once a contingent offer is accepted, pre-hire activities typically take three to four weeks.

Final Offer Letter

Applicants that pass all pre-hire activities will be extended a final offer to join the amazing team of public safety professionals at the ECC!

Starting Work & Training

The final offer letter will have specified a start date. On this date, you will report as a 311 CRR trainee, as part of a new hiring class. You will begin your training journey with a cohort of other trainees.