Fire/Rescue 911 Emergency Dispatcher

Are you looking for a position with a work/life balance?  Do you want to earn four weeks off during your first year of employment?  Do you want low and no cost health insurance options? If you answered yes to any of these questions, you need to complete your application now.  Work for the city you love!!! 

The Jacksonville Fire and Rescue Department is actively seeking two (2) Fire/Rescue 911 Dispatcher. 

Did you know as a City of Jacksonville employee, you would also have 12 paid holidays and a personal leave day as well?   In addition, to health insurance, dental, vision, life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after 10 years of public service and on-time payments.

This is technical work in dispatching emergency response vehicles, personnel, and equipment for medical and fire emergency assistance while transmitting emergency information under direct supervision. This position requires knowledge of emergency communications operating procedures, with the ability to operate the computer aided dispatch system and emergency radio system which can be learned on the job within eight to nine months. Contacts require skill in receiving and relaying emergency information accurately to emergency responders. The work is covered by standard operating procedures and routines, but the employee has the latitude to take action according to the specific situation and must be able to adjust to situations not previously encountered. The employee must review the nature of each call and follow the appropriate dispatching procedures based on training and experience. The employee operates emergency communications equipment including the computer aided dispatch system, emergency radio system, and standard office equipment. Work is performed at a console which has multiple computerized communications systems with various computer screens, keyboards, mice, and a headset in a controlled environment. The employee must have the ability to simultaneously communicate with Fire/Rescue 911 Emergency Call Receivers/Dispatchers, Fire/Rescue Communications Supervisors, and first responders while entering information into the computer and transmitting information via the radio system.  Work requires sitting for prolonged periods of time and occasionally lifting objects weighing less than 50 pounds. The work is stressful and requires the ability to multi-task. The positions’ hours of operations are 24 hours a day, 365 days a year. The employee is required to work shift work, which includes holidays, weekends, evenings, and nights.  Work periods may have permanent or rotating days off. The employee is subject to work overtime, being held over or called back with or without advance notice and for disasters, local emergencies, or special events. The Dispatcher position requires mastering of both the call receiving and dispatching/radio portions of the job.  

• Answers 9-1-1 calls from the public requesting emergency medical and fire emergency assistance.
• Processes calls for information using call receiving techniques to gather information for emergency and non-emergency assistance requests.
• Obtains information from a very diverse group of callers who are often distraught or emotional when requesting emergency assistance.
• Uses Emergency Medical Dispatch protocols to processes medical emergency requests and provide pre- and post-dispatch arrival instructions for CPR and first aid.
• Dispatches emergency response vehicles, personnel and equipment using a computerized radio system and computer aided dispatch system requiring voice communications and data entry simultaneously.
• Relays emergency response information and provides critical updates to emergency responders via the emergency radio system.  Coordinates emergency service requests with other public safety agencies and/or surrounding counties.
• Assists in training of new employees, as required.
• Operates office equipment necessary in the performance of job functions, such as multiple computer screens and programs, and multiple radio frequency systems.
• Demonstrates proficiency in the City of Jacksonville core competencies.  
• Performs related work as required.

• Broad geographical knowledge of Duval and surrounding counties. 

• Knowledge of techniques and procedures used in operating emergency communications equipment. 

• Knowledge of Fire and Rescue Standard Operating Procedures.

• Knowledge of Computer Assisted Dispatch System, dispatch consoles and radio systems. 

• Knowledge of Emergency Medical Dispatch protocols. 

• Extensive knowledge of all Jacksonville Fire and Rescue stations and their assigned apparatus and equipment.

• Ability to type and operate emergency communications equipment and programs with speed and accuracy. 

• Ability to operate a two-way radio console and/or multi-line telephone system while wearing a headset during the entire work shift. 

• Ability to multi-task, including listening and comprehending information, while communicating, verbally and by entering data into a computer terminal with accuracy and speed, simultaneously.  

• Ability to exercise good judgment and initiative in handling emergency calls and complaints.

• Ability to hear and comprehend all audible information received for job performance in adverse conditions using current equipment. 

• Ability to read, comprehend and apply written and verbal instructions. 

• Ability to gather information efficiently and relay accurately. 

• Ability to communicate effectively, clearly, quickly, and concisely.  

• Ability to speak English rapidly, clearly, and concisely. 

• Ability to write English legibly and rapidly, as well as type information correctly. 

• Ability to establish and maintain satisfactory working relationships that may also involve team collaboration.  

• Ability to exercise judgment and initiative in dispatching emergency calls and other requests.  

• Ability to maintain control of conversations under stressful conditions. 

• Ability to read and apply maps and GPS systems.  

• Ability to work under stressful conditions and remain calm in emergency situations. 

• Skill in empathetic listening techniques.

• Ability to read, write and speak English clearly.
• One year of education from an accredited institution, and/or experience in a multi-tasking environment, customer service environment involving direct communication with the general public
• Must be able to prioritize tasks and make quick, effective, and wise decisions.
• The typing requirement for this position is a minimum of 35 words per minute (wpm), as well as knowledge and/or experience with various computer systems.
• Broad knowledge of the geography of the City of Jacksonville and surrounding counties is preferred.
• Requires the ability to work overtime with little or no notice, shift work hours, weekends, holidays, evenings, and nights.  Hours of operations are 24 hours a day, 365 days a year.

• CPR must secure within 6 months & must be maintained.
• EMD Certification must be secured in 1 year and must be maintained.   
• State of FL Public Safety Tele-communicator must secure within 6-8 months & must be maintained.  
• EMD Certification must be attained and re-certified every two years.  
• State of FL Public Safety Tele-communicator must be attained and re-certified every two years.

Note #1:

• On the job training requires extensive reading, studying and retention of written materials which includes the memorization and application of fire station locations, types of fire equipment, major roadways, administrative and operating policies and procedures, and departmental rules and regulations and must successfully pass comprehensive exams and meet critical training deadlines.
• Must maintain satisfactory attendance record. Personal leave usage during probationary period is limited and at the discretion of management.  
• Must successfully complete on the job call receiving and dispatching training program.
• Must be able to type accurately while performing multiple tasks simultaneously.
• Must successfully pass criminal background and drug test prior to employment.
• Must be able to maintain confidentiality, discretion, and sensitivity to all job-related incidents.  

Note #2:

• In accordance with FL State Statute 401.465, effective October 1, 2012, any person employed as a 9-1-1 public safety tele-communicator at a public safety answering point must be certified by the Dept. of Health (DOH) by passage of an examination approved by DOH, which measures the applicant’s competency and proficiency in the subject matter of the Public Safety Tele-communicator training program.
• Probationary employees must have successfully passed examination within 6 to 8 months of hire date in order to remain employed in this job classification.  The probationary period for this class is twelve (12) months.  
• This classification performs safety sensitive functions and is subject to pre-employment, random and other drug/alcohol testing programs as set forth in the City of Jacksonville’s Drug Free Workplace Policy (0401).

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at www.jacksonville.gov. Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education, a copy of your college transcript, with your social blacked out, is required with your application. Transcripts do not need to be official, but must state your name, the school’s name, classes taken, grades received, type of degree, and date degree was conferred.   

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Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment and are encouraged to apply for positions being filled.

If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here: http://www.coj.net/departments/employee-services/veterans-preference.

If a candidate believes he or she was not afforded veteran’s preference, he or she may file a written complaint, within sixty (60) calendar days upon receipt of notification of the hiring decision, requesting an investigation to:

Florida Department of Veterans Affairs

Attention: Veterans’ Preference Coordinator

11351 Ulmerton Road, Suite 311-K  

Largo, FL 33778-1630 

Email: VeteransPreference@fdva.state.fl.us

Salary : $47,614 - $49,995