911 Telecommunicator

Position Summary and Job Duties

Recruitment will be used to fill 2nd and/or 3rd shift openings.

The incumbent's primary responsibility is to provide emergency and non-emergency communications response to individuals and entities requesting police, fire or emergency medical services. Through professional information gathering, the incumbent determines the nature of the call, whether a response is necessary and what type of assistance or information is needed. For calls requiring police/fire/EMS response, the incumbent dispatches the appropriate agency to the scene, maintaining proper logs and paperwork (computer and/or manual) of all units dispatched. The incumbent is additionally responsible for retrieving and accurately relaying to requesting field units, information contained in the local, state and national computer systems, and for entering and maintaining law enforcement data in the appropriate computer system(s).

50 %- Coordinates dispatching of public safety responders.

• Dispatches, via a radio console or other electronic means, emergency and other calls requiring police and/or fire and/or EMS response according to priority and availability of field units.
• Maintains strict radio discipline at all times.
• Monitors dispatched units' activities and receives and transmits to field units updated information as it's received.
• Complies with FCC regulations and agency policies/procedures in the transmission of all radio traffic

• Enters incident data into CAD system.
• Maintains various automated and manual logs, records and files relating to call-taking and dispatching activities.
• Testifies at adjudication hearings, when necessary.

20%- Assists with emergency and non-emergency call-taking functions.

• Answers 9-1-1 voice and telephone device for the deaf (TDD) telephone calls requesting emergency services.
• Questions callers to determine the nature and location of the problem.
• Extracts and records essential information and, when appropriate, provides emergency
• medical pre-arrival instructions as dictated by predetermined emergency dispatch protocols.
• Calls back disconnects to determine nature and location of the problem and enters
• information into computer aided dispatch (CAD) system as appropriate.
• Answers administrative telephone lines, provides routing non-technical information upon request, and refers all other inquiries to the proper person or department.
• Utilizes mapping and other Next Generation 911 technologies to process calls for service.

5%- Operates the TIME System (Transaction, Information Management Enforcement) and other databases

• Retrieves and accurately relays to requesting law enforcement field units, information contained in local, state and national computer systems (e.g. information regarding motor vehicles, driver's licenses, wants and warrant, etc.).
• Enters and maintains law enforcement data in the system(s) as appropriate.

3%- Performs testing of equipment

• Periodically tests the electronic and mechanical equipment to indicate proper performance.
• Operates emergency warning equipment (e.g. tornado sirens).
• Operates Backup Site systems on an annual basis.

1%- Attends required training as assigned.

1%- Performs other duties as assigned.

Success Factors (KSA's)

Oral and Written Communications:

Must have the ability to actively listen to others for an understanding of their needs and situations; ability

to speak English with sufficient clarity to be understood by others on the telephone, radio or in person.

Must be able to assertively control conversations in order to quickly and accurately gather pertinent

information, and be able to communicate this information professionally and precisely to the proper

recipient. Must be able to read and understand written correspondence, memoranda and directive. Must

have the ability to report events and information in writing legibly and accurately, using proper English

grammar and structure.

Interpersonal Relationships:

Must be consistent in dealing with people; must be able to detach from callers' emotions, yet project an image of

empathy (i.e., avoid personal involvement). Must have the ability to maintain appropriate and constructive

behavior and attitude in response to difficult or adverse situations. Must have the ability and willingness to accept

criticism and/or discipline; the ability and willingness to accept responsibility for actions. Must have the ability to

work cooperatively with supervisors and establish cohesive, effective relationships with peers. Must demonstrate

the ability to effectively work in multi-cultural and diverse communities.

Judgment:

Must have the ability to act in a decisive manner, using good judgment. Must have the ability to maintain

objectivity in the decision making process; the ability to effectively prioritize situations and information

and make appropriate decisions based on information received. Must have the ability to learn and apply

new information; the ability to handle a variety of rapidly flowing information at once; the ability to

remember numerous details.

Professionalism:

Must have the ability to act in a mature, dependable fashion; ability and willingness to maintain

dependable work habits such as reporting to work on time, with little prompting and intervention. Must be

able to work all shifts of a 24-hour per day period and be available for emergency call-in overtime. Must

represent the organization to other agencies and citizens with a courteous, helpful, accurate and business

like attitude in all telephone and personal contact. Must have the willingness and ability to respect private,

confidential information; the ability and willingness to support and carry out directives.

Quality of Work:

Must be able to provide high quality, accurate work. Must be able to perform multiple tasks

simultaneously be able to do several things at one time and remain focused under stress (i.e., multi-tasking

abilities). Must have the ability to adjust to new or unique situations, and the ability and willingness to

show initiative in completing work assignments.

Technical Knowledge:

Must acquire and maintain a working knowledge of public safety communications equipment, practices

and procedures including but not limited to:

• 
  Knowledge of functions and operation of computer aided dispatch (CAD) system and manual call

recording/dispatch procedures.

• Knowledge of functions and operation of telephone console, radio console, telephone device for the deaf

(TDD) and other standard communications equipment.

• Knowledge of FCC rules and regulations applicable to radio broadcasts.
• Knowledge of proper use of ANI/ALI displays/information for 911 calls.
• Knowledge of basic telephone and radio techniques/procedures for handling incoming emergency calls

and dispatching response units.

• Knowledge of basic police/fire/EMS complaint/dispatch terminology.
• Knowledge of proper use of emergency medical pre-arrival protocol system.
• Knowledge of map reading and ability to use map to give directions for specific locations.
• Knowledge of proper use of local, state and national computer systems and functions.
• Knowledge of legal liability issues common to emergency call-taking, public safety dispatching and

records keeping.

• Knowledge of geographical area served (e.g., familiarity with street names/layout, landmarks, numbering

schemes, rivers, lakes, interstates, etc.)

• Knowledge of proper preparation of required reports, logs and forms.
• Knowledge of agency policies, procedures and standards of expected performance.
• Knowledge of available resource materials and their use in performing job duties (e.g., manuals,

directories, maps, etc.).

Job Requirements, Education, Training & Experience

• Graduation from high school or equivalent.
• One year experience in public safety call taking or dispatching preferred or one year constant employment in multi-tasking positions or work experience that includes significant contact with the public.
• Ability to type 40 net words per minute.
• Ability to pass a criminal background investigation, fitness for duty exam, drug screening and psychological exam.

The requirements listed below must be completed within the twelve (12) month probationary period:

• Required to become APCO Public Safety Telecommunicator I Certified.
• Required to become TIME Certified.
• Required to become CPR Certified.
• Required to become EMD (Emergency Medical Dispatch) Certified

Essential Job Functions (physical elements, equipment and working conditions)

Physical Elements:

• Must have the ability to hear and understand sound sources coming through a communications headset and/or radio and/or standard telephone receiver, including the ability to hear and understand other outside sound sources while wearing a communications headset (i.e., the ability to hear sound sources not coming through the headset; ability to hear through both ears).
• Must have the ability to speak and write English clearly.
• Must have the ability to read and discern visual images on a variety of media, including the ability to read and understand maps, and the ability to distinguish between colors on a color-coded computer screen.
• Must have the ability to type accurately on a computer keyboard while conversing with callers and public safety responders.
• Must have the ability to record names and numbers accurately (i.e., not transpose numbers and/or letters).
• Must have the ability to sit or stand in one place for extended periods of time.

Equipment use:

• Familiar with basic operations of personal computer systems.
• Operates computer aided dispatch system.
• Operates computerized radio console according to departmental policy and procedure as well as FCC rules and regulations.
• Operates computerized telephone system.
• Utilizes electronic time card system.

Working conditions:

• All inside work in a call center; busy, high stress environment.