Job Title : Public Safety Telecommunicator
Location : 2144 Monroe Street, Toledo, Ohio 43604
Compensation : Per Current CBA
Status : Unclassified; FLSA : Non-Exempt
DESCRIPTION
The Public Safety Telecommunicator serves as a vital link between citizens needing help and emergency responders for individuals seeking emergency assistance. This role involves receiving, assessing, and prioritizing emergency and non-emergency calls, dispatching appropriate emergency services, and maintaining effective communication with citizens, as well as field units from thirteen (13) fire departments and eighteen (18) law enforcement agencies, to ensure timely and accurate responses. Telecommunicators must demonstrate sound judgment, remain composed under pressure, and excel in multitasking while providing clear and concise communication. They gather essential information from callers and first responders. The position requires adherence to established protocols and procedures to ensure public safety and effective coordination of resources.
ESSENTIAL RESPONSIBILITIES
The Public Safety Telecommunicator may be assigned to call taking or dispatching duties based on staffing needs.
Call Taking :
- Receives requests for 9-1-1 emergency and non-emergency services and responds professionally and appropriately.
- Promptly screens and evaluates incoming calls, interprets and verifies location while obtaining pertinent information, prioritizes, and determines the correct response with limited supervision.
- Transmits incident information to law enforcement or fire. May transfer or refer callers to inside / outside agencies or resources when necessary.
- Clearly and effectively communicates with callers that range from calm to panicked using active listening skills, call control, judgment, respect, and empathy.
- Operates a sophisticated workstation comprised of multiple systems and software including but not limited to Computer Aided Dispatch (CAD), phone system, Geographical Information Systems (GIS), Text-to-911, and audio recording system.
- Maintains communication with callers during life-threatening emergencies or volatile situations and may provide safety instructions while maintaining control of the call.
- Documents incident details quickly and accurately using appropriate law enforcement or fire terminology and protocols.
Dispatching :
Performs the work in one dispatch specialty, law enforcement or fire.Analyzes calls for service, dispatches resources, and serves in a support role as a primary contact for emergency responders.Monitors radio frequencies and responds to requests for services, resources, and information.Reviews and prioritizes calls for service based on incident details.Determines proper course of action following policies, procedures, and protocols.Dispatches proper emergency resources in an efficient and effective manner.Transmits information and incident updates to responders promptly and accurately using various methods of communication and appropriate law enforcement and fire protocols.Monitors and documents all responder activities pertinent to the incident such as safety checks, status changes, and uses available technology to ensure responder safety.Maintains communication with responding units and other required agencies.Communicates with callers during life threatening emergencies or volatile situations and may provide safety or pre-arrival instructions based on law enforcement or fire protocols.Makes additional emergency notifications based on agency specific needs.Operates a sophisticated workstation comprised of multiple systems and software including but not limited to Computer Aided Dispatch (CAD), phone system, Geographical Information Systems (GIS), radio dispatch console, and audio recording system.Additional Essential Responsibilities :
Verifies and retrieves information through various sources such as NORIS, LEADS, and NCIC.Maintains current working knowledge of all policies, procedures, rules, regulations, technology, and new developments affecting public safety services.Consistently provides professional and prompt support to citizens and emergency responders.Provides on-the-job training.Maintains regular, reliable, and punctual attendance which includes working weekends, various shifts including afternoons and nights, and holidays.Mandatory overtime may be required.Performs other assigned duties as directed.MINIMUM REQUIREMENTS / QUALIFYING EXPERIENCE AND EDUCATION
High School diploma, GED, or equivalent.Two (2) years of experience serving the public where a combination of skills and duties included problem solving, customer service, and keyboarding.Public safety emergency communication experience is preferred.OTHER REQUIREMENTS
Candidates must a pass pre-employment physical which includes drug, hearing, and vision screenings.Must pass a pre-employment criminal history background check and obtain NORIS, LEADS, and NCIC certification.Must possess a valid Driver's License or State ID.Exhibit proficient keyboarding skills that meet or exceed the established minimum requirement of 35 wpm.Candidates must be able to satisfactorily complete formalized training in an area of specialty, along with required certifications including but not limited to, emergency medical dispatching (EMD) for fire specialty.KNOWLEDGE, SKILLS AND ABILITIES
Successful candidates applying for the Public Safety Telecommunicator position must demonstrate the ability to thrive in a diverse, team-oriented environment while upholding exceptional work ethics. This role requires candidates with strong multitasking abilities, attention to detail, and a commitment to public safety excellence.
Knowledge Requirements
Develop a strong understanding of public safety call taking and dispatch operations, policies, and procedures.Acquire knowledge of telephone system functions, Computer-Aided Dispatch (CAD) systems, and two-way radio communications.Develop a comprehensive understanding of local and regional geography, including jurisdictional boundaries, landmarks, public buildings, major streets, and more.Understand commonly used codes, abbreviations, and terminology in public safety.Skills and Abilities
Provide exceptional service to citizens and first responders.Exhibit excellent verbal and written communication skills, ensuring information is conveyed clearly, accurately, and effectively.Demonstrate a high level of proficiency in memorizing, retaining, and recalling critical information.Remain calm and composed during high-stress situations and periods of heavy demand.Think quickly, work effectively under pressure, and make sound decisions aligned with core responsibilities.Perform accurate data entry while simultaneously listening to and processing information.Adapt to changing variables, manage workloads efficiently, and make independent decisions.Maintain strict confidentiality when handling sensitive information.Build and maintain professional relationships at all levels within the organization.The Lucas County 911 Regional Council of Governments is an Equal Opportunity Employer.
The Lucas County 911 Regional Council of Governments provides the vital link to connect our emergency responders to the citizens of Lucas County. We are committed to assisting those in their time of need with compassion and integrity, and to ensure responder safety, using the highest level of effective and professional safety communication services.
