What are the responsibilities and job description for the Public Safety Tele-Communicator I or II position at City of Casper, WY?
Class Summary
$3000 Sign on Bonus Potential for Lateral Hires
Upon hire, Public Safety Tele-Communicators will participate in a 30-week paid program to receive extensive training on all of the skills needed to be a successful Public Safety Tele-Communicator. After gaining the required experience and certifications, employees can progress to a Tele-Communicator Level II or Level III, which will increase earning opportunities.
Training hours are from 8:00 a.m. - 6:00 p.m., Monday - Thursday (10-hour shifts)
Once trained and working in the call center, Tele-Communicators work three (3) consecutive
12-hour shifts, plus a short 4-hour shift every Wednesday, giving employees 3.5 days off each week (including one weekend day).
For example: Sunday, Monday, and Tuesday work 6:00 a.m. - 6:00 p.m.
and Wednesday work 6:00 a.m. - 10:00 a.m.
Incumbents are responsible for answering incoming calls for police, fire, medical and other emergency assistance and dispatching appropriate units via radio and telephone.
REPORTING STRUCTURE:
Receives direct supervision from the Public Safety Tele-Communicator Supervisor or higher-level management staff.
Typical Class Essential Duties
1. Answer incoming 9-1-1 emergency, non-emergency and administrative phone calls in a prompt, professional and courteous manner. Independently assess, prioritize, and process each call through lines of questioning and soliciting information and, when necessary, dispatch the appropriate public safety response based on urgency of the situation in accordance with policies and procedures.
2. Maintains operational records and logs.
3. Dispatches appropriate units to specific calls utilizing a radio console; tracks calls and notifies appropriate individual(s) of situations requiring their attention.
4. Logs incoming calls and dispatch information into an automated system; enters information pertinent to incoming calls, dispatched agencies, response times and actions taken; and maintains records of calls and dispatching activities.
5. Monitors the status and location of all on-duty public safety units.
6. Enters, updates, and retrieves information from CAD (Computer Aided Dispatching) and NCIC (National Crime Information Center).
7. Performs clerical work including typing, filing, gathering information and telephone use.
8. Receives and evaluates complaints and general inquiries from the public and refer them to the appropriate department or agency.
9. Administers pre-arrival instructions to citizens before police, fire and/or medical assistance arrives.
10. Represents the City of Casper by responding to the public, citizens, its employees, and others in a prompt, professional, and courteous manner while continuously maintaining a positive customer service demeanor.
11. Performs other duties of a similar nature or level.
Knowledge (position requirements at entry):
Knowledge of:
- Proper English, including spelling, punctuation, and grammar.
- Customer service principles.
- Recordkeeping principles preferred.
- Computers and related software applications.
Abilities (position requirements at entry):
Ability to:
- Routinely demonstrate the City of Casper core values.
- Work a variety of rotating shifts including nights, weekends, holidays, and subject to be on call, call outs on days off, and shift modifications.
- Learn the local geography including street names, numbering systems, directional orientation, and major landmarks.
- Follow all City safety rules and procedures and immediately report all accidents/incidents or unsafe conditions to a supervisor.
- Maintain attention to detail in a work situation with frequent interruptions.
- Learn terminology and procedures used in emergency radio and telephone communications.
- Learn complex multi-line telephone, radio, computer, and teletype systems.
- Learn daily operating systems that are unique to the dispatch environment.
- Learn to organize and/or prioritize to be efficient and effective with multiple tasks.
- Learn how to respond to inquiries, complaints, and requests.
- Learn to perform a variety of office and computer tasks.
- Learn how to handle multiple phone calls, radio traffic, and incoming phone lines simultaneously.
- Learn to read and interpret legal documents on screen.
- Learn, follow, and apply Federal, State, and local laws; department rules and regulations, policies, and procedures governing security and privacy of recorded information.
- Maintain a neat and professional appearance.
- Communicate effectively verbally and in writing.
- Follow written and verbal instructions.
- Operate a variety of modern office equipment and tools.
- Work under pressure, exercise independent judgment, and make sound decisions at a fast pace in emergency situations and learn to determine an appropriate course of action.
- Learn to assess and prioritize emergency situations.
- Maintain confidentiality.
- Establish and maintain effective working relationships with those contacted in the course of work.
Skills (position requirements at entry):
Skill in:
- Operating in a courteous, knowledgeable, and tactful manner with staff and the general public.
- Oral and written communication sufficient to exchange or convey information and to receive work direction.
- Performing a variety of office and computer tasks preferred.
- Operating modern office equipment, software, and operating systems/applications.
- Customer service and telephone etiquette.
- Remaining calm in stressful situations.
- Maintaining records and logs preferred.
- Maintaining confidentiality.
- Active listening.
- Proficient typing.
Training, Experience & Certifications
EDUCATION and EXPERIENCE
LICENSING and CERTIFICATIONS
- No previous training or experience required.
- High school diploma or equivalent (G.E.D.) required.
- Demonstrate ability to type a minimum of 55 WPM, with no more than 10 errors, prior to hire date.
- Completion of intense dispatch training within thirty (30) weeks of hire.
LICENSING and CERTIFICATIONS
- Possession of, or ability to obtain, an Emergency Medical Dispatcher (EMD) certification within one (1) year of hire.
- Possession of, or ability to obtain, a Peace Officer Standards & Training (POST) Dispatch certification within two (2) years of hire.
Supplemental Information & Physical Requirements
This position is eligible to naturally progress to a Public Safety Tele-Communicator II once the incumbent meets all the requirements for a Public Safety Tele-Communicator II and is pre-authorized by the Department Head, who must determine the operational need and budgetary requirements prior to an incumbent obtaining these requirements and/or working in this capacity.
Women, minorities, and individuals with disabilities are encouraged to apply.
Employment is subject to an extensive background investigation, including polygraph and psychological examination. The successful candidate must pass a pre-employment drug screen test.
Employment with the City of Casper is contingent upon a successful background screen and pre-employment drug test. Applicants who have failed a pre-employment screen or have been terminated from the City of Casper are ineligible for employment consideration for 12 months. You will become eligible for consideration 12 months from the date of your incident (pre-employment screen or termination).
As a condition of employment, the successful candidate must utilize direct deposit for payroll purposes.
Driving records are required for all new employees regardless of the position's driving requirements. If the employee has not held a Wyoming driver's license for the last three years, the employee must provide at their own initiation and expense a driving record from their previous state(s) of residence.
Physical and Environmental Conditions:
City of Casper employees that perform safety-sensitive tasks are subject to pre-employment and/or random drug testing. These tasks include, but may not be limited to:
City of Casper employees that perform safety-sensitive tasks are subject to pre-employment and/or random drug testing. These tasks include, but may not be limited to:
- Emergency response/rescue
- Handling or working with hazardous materials, including chemicals as well as solid and liquid waste
- Operating or maintaining water and wastewater systems
- Maintaining City computer and data systems including networks, servers, communication systems, etc.
- Driving for the City of Casper, whether essential or non-essential
- Operating power-driven machinery or equipment
- Handling confidential information, including personnel, health, financial, or attorney-client information
- Working with or around children
Positions in this class typically require: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, seeing and repetitive motions.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Incumbents need sufficient clarity of speech, vision, and hearing, which permits the employee to listen and respond to radio transmissions and voice instructions as well as visual ability to view information on computer screens; and the ability to use foot pedals to activate the radio system; ability to communicate effectively in person, on the telephone, and over a two-way radio; ability to hear sounds within the normal range of hearing (phone conversations, co-workers, supervisors, radio traffic) and to hear in the presence of noise. Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally. Incumbents are subject to tasks that will involve extended periods of time at a keyboard or workstation.
The nature of duties involves constant mental attention to discern the appropriate needs of the callers and responding to public safety units. Incumbents in this position will be in situations where they may experience critical/trauma events and need to have the ability to quickly move between workspaces and/or facilities.
Casper is a great place to live, work and play!
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All 11 "Cities" In Wyoming Ranked WORST to BEST - Casper is #2!
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Safest Cities in America. Casper is #2!
Working at the City of Casper
The City of Casper offers a variety of benefits to full-time employees. For more information on any of our benefits, please call Human Resources at (307) 235-8344.
Benefit Programs: Look at these amazing benefits!
- CIGNA Health
- Delta Dental
- VSP Vision
- Medical Reimbursement Account, Flexible Spending
- MASA Supplementary Ambulance Care
- Voya Supplementary Hospital, Accident, and Critical Illness Plans
- Short-term and Long-term Disability Options
- Life Insurance
- 457/IRA Retirement Options
- Employees Family Assistance Program (EFAP) Free Counseling Services
- Pet Insurance
- Legal Shield/ID Shield
- Ten Paid Holidays Annually
- Wyoming Retirement System - Retirement Income for life. Employer match exceeds employee contribution.
- Public Employee Pension Plan:
- Employer 9.37% Employee 9.25%
- Law Enforcement Pension Plan
- Employer 10.6% Employee 6.6%
- Paid Fire B Pension Plan
- Employer 16.00% Employee 11.245%
- Public Employee Pension Plan:
Tuition Reimbursement: Reimbursement % is based on grade level received. Includes books and some fees.
Public Service Loan Forgiveness (PSLF): The City of Casper may qualify you to receive student loan forgiveness under the Public Service Loan Forgiveness. Visit https://studentaid.gov/pslf/ to learn more and understand whether you may be eligible.
Cordico - Mobile Wellness Ap: On-demand access to relevant trusted and effective wellness resources.
Employee Assistance Program: Free counseling available to employees and their immediate family members.
Ergonomic Assessments: Review of your workstation and recommendations made by our Risk Management team to ensure a safe and comfortable work environment.
Additional Benefits and Annual Fun Events:
Service Awards Luncheon - To recognize and celebrate years of service, employees who reach a 5-year milestone with the City are invited to an annual luncheon. This event includes catered food, awards, and great door prizes.
Annual Employee Golf Tournament - Swing into Fun: Join us for our annual employee golf tournament. This event is typically in late Summer at our Municipal Golf Course and offers food and door prizes. Open to current employees, retirees, and family members.
Employee Holiday Breakfast – Indulge in a delicious hearty breakfast and enjoy the company of the great employees at the City of Casper. We invite all employees to kick off the holiday season with our Annual Holiday Breakfast.
Chili Skate Night – Lace up your skates! Get ready to glide and slide at our Employee Chili Skate Night at the Casper Ice Arena. Employees and their families are invited to join us for an evening of icy fun and delicious chili.
Wellness Programs – Drawings for cash prizes for participants. Free access to the Casper Recreation Center for qualifying employees.
Leadership and Employee Development – We believe in nurturing talent, empowering individuals, and cultivating a culture of growth and success. Human Resources provides employee training and mentoring opportunities to foster leadership and employee development within our organization.
