This employee supervises, reviews, and participates in the work of staff within the City’s Alternative Response Program. This program is a function of the Emergency Communications Center (ECC) and includes 311 Community Responder and Alternative Response to Crisis (ARC) teams. This employee assists the Alternative Response Program Manager in supervising staff, including scheduling, coordination, performing administrative and inspection functions, and decision making. Performs related duties as required.

(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)

Knowledge of:

• Standard English, grammar and usage; standard correspondence and report formats.
• Principles of supervision and training.
• Local neighborhoods, cultural nuances, and community resources.
• Common mental health conditions, crisis intervention techniques, and available support services.
• De-escalation strategies, active listening, and mediation techniques
• Social Services: Awareness of available social programs, housing assistance, and substance abuse treatment options.
• City Services: Awareness of City agencies, services, processes, and programs.
• Principles and best practices of excellent customer service.
• Departmental policies and procedures. Safety policies, procedures, and principles.

• Manage staff to accomplish work objectives.
• Establish work priorities.
• Communicate clearly and concisely, both orally and in writing.
• Listen attentively to community members, understanding their needs, and responding appropriately.
• Work with diverse populations and respecting cultural differences.
• Demonstrate Empathy and Compassion: Possess a genuine desire to help community members in crisis.
• Work collaboratively with other agencies and community partners.
• Respond to unpredictable situations and adjust to changing community needs. Handle a variety of situations with professionalism.

• Assign, direct and evaluate the work of subordinate staff; supervise subordinate staff.
• Conduct administrative investigations as appropriate.
• Interpret and clearly explain procedures, situations, and policies to the public as well as to other employees.
• Determine the proper resources needed depending on the type of problem.
• Prioritize calls and requests by degree of hazard to public safety.
• Organize work and follow directions, both oral and written.
• Prepare for and make public presentations
• Establish and maintain effective working relationships with those contacted in the course of work.
• Use provided mobile devices(s) to receive data from 911/311 staff, and complete reports.
• Make referrals to existing community partners/services in the community.
• Learn the City’s general geographic areas and utilize reference materials such as maps and street locators.
• Remain calm under pressure, assess situations, and make informed decisions.
• Use conflict resolution skills to mediate and deescalate tense situations.
• Convey empathy, build rapport, and explain complex information.
• Maintain confidentiality of information obtained in the course of employment.

Each applicant must satisfy one of the following qualification options:

1. Have two years of experience as an Alternative Response Community Service Officer with the City of Cincinnati and have successfully completed 60 semester credit hours in any combination of the following course areas: English composition, economics, finance, human resources, psychology, sociology, business administration, public administration, accounting, or a related field; OR
2. Have one year experience as an Alternative Response Community Service Officer with the City of Cincinnati and a Bachelor's degree with coursework in the above mentioned areas; OR
3. Have three years of experience in social service field work, crisis intervention, or other governmental alternative response programs, and a Bachelor's degree with coursework in the above mentioned areas.

• Must have and maintain a valid Driver’s License in order to operate City vehicles.
• Must be willing to work a shift schedule including daytime, nighttime, weekends and holidays. Position is considered an essential position.
• Must submit to a police background investigation due to the sensitive nature of the work. Must pass an initial pre-security clearance screening and maintain CJIS Certification as a condition of employment.
• Must wear assigned City uniform.
• Must be able to obtain and maintain the certifications necessary for CPR, AED and first aid.

Environmental Conditions:
Community responders operate in all City neighborhoods. They encounter diverse environments, from residential streets to public spaces. Community responders drive City vehicles and work outdoors, so they face different weather conditions—including rain, snow, heat, or cold. Calls can take them to homes, parks, schools, shelters, or other community hubs; this also includes work in the roadway when assisting motorists

Physical Conditions:
Duties require maintaining the physical condition necessary for standing or sitting for prolonged periods of time; walking long distances on uneven grade in all weather; climbing stairs and standing for extended periods. Must have visual acuity to read documents, computer equipment and use other job tools. Must be able to communicate using hearing and speech via two-way radio. Must have physical strength and ability to lift, pull, carry, twist, turn and otherwise maneuver and operate tools and equipment associated with job tasks. Must be able to operate assigned vehicle.