Job Description
Join our new Community Responder program! This employee provides field response in the community for the City’s non-emergency (311) Customer Service program and serves as an ambassador to the community on behalf of all City of Cincinnati agencies. This employee plays a crucial role in improving community outcomes by handling issues that do not require a traditional public safety response. This employee is responsible for performing advanced-level professional work involving independent judgement to gather information, ensure safe conditions, and appropriately route requests for final resolution in compliance with established policies and procedures, which may include Quality-of-Life calls reported to 311 and 911. Performs related duties as required.
To learn more about the City of Cincinnati's Alternative Response programs, including the Alternative Response to Crisis, and Community Responders, click here .
(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:
- 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.
Skill to: - 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.
Ability to: - 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.
Example of work performed
(Illustrative only. Any one position within this classification may not include all of the duties listed nor do the listed examples include all of the tasks which may be performed.)
- Acts as an ambassador to the community for 311 and all City of Cincinnati agencies.
- Monitors and uses a two-way radio to communicate with 911/311 staff.
- Dispatched in a dedicated vehicle that has been equipped for this role.
- Working solo, responds to issues reported to 311 (e.g., litter, graffiti, signs down, illegal dumping, sidewalk obstructions) to verify what has occurred, collect additional information, provide process information to citizens on scene, and ensure the request has been routed appropriately for resolution. Documents additional issues discovered with service requests as needed. Flags issues that are creating a hazard to public safety for expedited resolution.
- Working solo, responds to issues reported to 311/911 that do not require a police response (e.g., minor non-injury traffic collisions, disabled vehicles, hazards in roadway, requests for information) and assists the public. Mediates conflicts between neighbors, such as noise complaints, property disputes, or disagreements over shared spaces.
- Uses warning lights on city vehicle to divert traffic around a disabled vehicle. Sets up traffic cones or road flares as needed for safety.
- Removes hazards from roadway for later retrieval by appropriate agencies.
- Working as part of a two-person crisis team, paired with a behavioral health worker, responds to low-level crises reported to 311/911 (e.g., a request to check the welfare of a person, a concern regarding the presence of a person experiencing homelessness on private property). Checks the welfare of individuals, engages with them, provides referrals to appropriate service providers (e.g., housing, food, mental health).
- Addresses situations where individuals are on private property without permission. Community responders assess the context and work toward peaceful resolution.
- Administers first aid, such as CPR or the application of an automated external defibrillator (AED).
- After responding to an incident, community responders follow up by connecting individuals to relevant services. Refers matters to a City mediation program when appropriate. Refers matters to the appropriate City agency when appropriate.
- Builds relationships with community members, attends neighborhood meetings, and participates in community events. Responders act as liaisons between residents and local agencies.
Each applicant must have a High School diploma or equivalent GED and two years of experience working in social service, crisis intervention, community advocacy, peer support groups or related fields.
OTHER REQUIREMENTS: - 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.
Probation Period: Not Applicable
HR contact: Latrice Ponder latrice.ponder@cincinnati-oh.gov
Job Tags
Holiday work, Full time, Local area, Trial period, Outdoor, Long distance, Shift work, Night shift,