SUPERVISOR OF 311 OPERATIONS

BID/JOB ANNOUNCEMENT

SUPERVISOR OF 311 OPERATIONS

OFFICE OF EMERGENCY MANAGEMENT AND COMMUNICATIONS

Number of Vacancies: 2

(Additional vacancies possible pending budget approval)

Starting Salary: $73,140.00 annually

This position is open to current AFSCME BIDDERS AND the PUBLIC. Only current City employees covered under the City's Collective Bargaining Agreement with AMERICAN FEDERATION OF STATE, COUNTY, AND MUNICIPAL EMPLOYEES (AFSCME) - BARGAINING UNIT 1, 3, 4, & 5 are considered BIDDERS and are eligible to bid. Qualified BIDDERS who properly submit a bid application will receive preference over any non-bidders.

BID INSTRUCTIONS: Apply on the bid site: https://chicago.taleo.net/careersection/103/jobsearch.ftl?lang=en AND

1. Check the box on your profile titled "Currently employed by the City of Chicago"

2. Enter your employee ID (located on your pay stub labeled 'payee/employee number')

3. Select your correct bargaining unit

FAILURE TO FOLLOW THESE INSTRUCTIONS WILL RESULT IN A REJECTED BID APPLICATION.

*Successful candidates must pass a drug screen and a background investigation. Persons offered employment must pass all pre-employment exams prior to appointment.

Applications for this position will be accepted until 11:59 pm Central time on 06/04/2025.

Under general supervision, functions as a first line supervisor, overseeing a staff of Communications Operators answering and processing 3-1-1 non-emergency calls from residents requesting city services, and reporting non-emergency incidents or inquiring about city programs and events.

ESSENTIAL DUTIES

• Monitors daily work operations and supervises a staff of Communications Operators to ensure the efficient processing of 3-1-1 calls to the 311 City Services Center;
• prepares work schedules and makes daily work assignments to ensure adequate staffing;
• monitors staff performance and resolves operational problems to ensure efficiency of operations;
• reviews informational materials used by staff to ensure information regarding programs and events is current and accurate;
• notifies city managers and proper authorities of emergency incidents such as power outages, emergency requests to dig in the public way, weather emergencies or other situations;
• responds to and handles difficult or major complaint calls and irate customers;
• trains and oversees the training of new Communications Operators and provides on-going training to staff on new and revised operating procedures and guidelines;
• prepares administrative and productivity reports;
• prepares and oversees staff preparing written responses to correspondence received by the unit;
• monitors the performance of 3-1-1 computer system and telephone equipment and reports equipment malfunctions;
• maintains daily operational reports on call volume and prepares administrative and productivity reports.

RELATED DUTIES

* Assists Communications Operators with call taking activities during high volume and/or crisis situations; and

* coordinates repair services for computer and telephone equipment.

Additional duties may be required for this position.

Location: Office of Emergency Management and Communications

Address: 2111 W Lexington Street

Shifts: 3 pm to 11 pm, 11 pm to 7 am

Days off: Rotating (employees are required to work on weekends and holidays)

THIS POSITION IS IN THE CAREER SERVICE.

MINIMUM QUALIFICATIONS

Three (3) years of experience answering and processing customer service, dispatch, or non-emergency calls.

SELECTION REQUIREMENTS

This position requires applicants to successfully complete an interview. The interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position will be selected. Selected bidders will be hired in seniority order according to the collective bargaining agreement.

For Information on our employees benefits please visit our benefits website at:

https://www.chicago.gov/city/en/depts/fin/benefits-office.html

For Information on our salary and title structure visit our classifications website at:

https://www.chicago.gov/content/dam/city/depts/dhr/supp_info/JobClassification/2025_Classification_and_Pay_Plan.pdf

Application Evaluation: Initial evaluation will be based on information provided on the application and the documents submitted. Department of Human Resources staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Candidates who meet the minimum qualifications will be placed on an eligibility list in lottery order. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.

COMMITMENT TO DIVERSITY: To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference to applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates. To learn more about our hiring practices click here.

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.

The City of Chicago is an Equal Employment Opportunity, Military Friendly, and Fair Chance Employer.

City of Chicago

Brandon Johnson, Mayor