Public Safety Telecommunicator

PUBLIC SAFETY TELECOMMUNICATOR (PST) – CALL TAKER

DO YOU WANT TO MAKE A DIFFERENCE?

The Talladega County 9-1-1 Public Safety Telecommunicator responds to calls for assistance from citizens and visitors of Talladega County.

WE MAKE A DIFFERENCE EVERY DAY!

• No Experience required, all training provided with pay!
• Excellent benefits
  •  Annual Leave                                                
  •  Sick Leave                                                
  • 13 Paid Holidays a year
  • Overtime 
  • Employee Assistance Program
  • Medical Insurance
  • Dental Insurance
  • State Retirement
  • Longevity pay
  • Night Shift Differential Pay
• Work in a team environment

JOB SUMMARY:

The Public Safety Telecommunicator is responsible for answering non-emergency calls that come into the 9-1-1 Center. A PST shall answer all calls in a timely manner, efficiently assess each situation, and operate with the goal of providing excellent service to the public. Depending on the nature of the call, the PST may assist callers by answering questions or creating a call for service to be given to a response agency.

FURTHER DEFINITION OF POSITION:

The Talladega County 9-1-1 Center is a consolidated 9-1-1 center, and all calls for service in the county are received, processed, and dispatched by the Public Safety Telecommunicators. The Consolidated Communications Center serves 31 agencies and is staffed with personnel in the following positions: Operations Manager, Communications Training Coordinator, Communication Supervisors, Communications Training Officer, Public Safety Telecommunicator IV, Public Safety Telecommunicator III, Public Safety Telecommunicator II, Public Safety Telecommunicator I, and Public Safety Telecommunicator. The PST is an entry-level position. This is a non-exempt, full-time position. The PST is expected to follow standard operating procedures and agency guidelines. The PST handles only non-emergency calls that come into the 9-1-1 Center on non-emergency lines.

PROMOTABLE POSITIONS:

The PST may be able to promote to other available District position(s), depending on the recommendation of management and the needs of the 9-1-1 Center.

SUPERVISION RECEIVED:

The PST will be supervised by the Operations Manager or Communications Training Coordinator depending on shift assignment. The performance of the PST will be monitored with the expectation that the PST will function within acceptable standards, written agency guidelines, and performance objectives.

SUPERVISION EXERCISED:

This position does not hold supervisory responsibilities.

MINIMUM JOB REQUIREMENTS:

• Able to clearly speak, understand and read English
• Basic computer skills & knowledge of office equipment
• Understand how to read maps
• Awareness of and respect for diverse populations within the county
• Phone & customer service skills
• Typing skills: 30 words per minute, minimum
• Hold valid driver’s license
• Have obtained a high school diploma or equivalent
• Pass a drug screen & pre-employment background check
• Have no convictions of felony or crime of moral turpitude

PHYSICAL REQUIREMENTS:

Applicant must be able to:

• Perform tasks requiring attention to detail and maintained concentration (75-100% of the time)
• Communicate by speaking, articulating, and enunciating clearly in English (75-100% of the time)
• Sit at a desk or console for extended periods of time (75-100% of the time)
• Perform tasks requiring use of your hands (75-100% of the time)
• Wear a headset for long periods of time (75-100% of the time)
• Occasionally walk, stand or stoop (less than 25% of the time)
• Write legibly (less than 25% of the time)
• Pass a physical exam which includes a check of hearing and vision standards

EXPERIENCE:

A successful applicant should have experience working with computers or data entry. Experience working in customer service, under stressful situations, and multi-tasking, is helpful.

TRAINING REQUIRED:

The PST, upon hire, will participate in training to meet agency, local, state, and federal requirements. A printed description of the training and all it entails will be provided. The PST will also begin a six-month probation period upon hire. By the end of the probationary period the PST is expected to possess the following certifications:

• APCO (Association of Public-Safety Communications Officials) PST I    
• NIMS (National Incident Management System)
• NCMEC (National Center for Missing & Exploited Children)

Employees are expected to maintain all certifications listed above and any other required. A comprehensive training record will be maintained for all telecommunicators, and all telecommunicators will participate in required ongoing training annually.

KEY RESPONSIBILITIES:

• Receive non-emergency calls (call transfers, public assistance, questions, etc.)
• Maintain control of the call: get accurate address/location, name, phone number, and determine nature of the call so it can be handled appropriately
• Acquire knowledge of standard operating procedures/written directives & consistently follow
• Knowledge of Talladega County (landmarks, streets, businesses, addressing schemes, etc.)
• Listen, ask questions, and answer questions ("split ear listening skills") all while typing in a call for service, updating callers on measures being taken, and having room awareness
• Handle difficult calls and callers, including, but not limited to: callers with limited skills in the English language or callers who are communication impaired
• Provide accurate details and create a call for service which can then be forwarded to the appropriate agency
• Understand and properly apply agency terminology, codes, signals, and approved phonetic alphabet.
• Comply with local, state, or federal statutes or codes as well as industry or professional requirements
• Research calls when additional information is needed, and file paperwork related to duties
• Housekeeping: rotating cleaning duties in the Communication Center
• Work regular shifts that may include day shift (6 am to 6 pm) or night shift (6 pm to 6 am). Shifts may also include a 12 pm to 12 am power shift or a 2 pm to 2 am modified power shift during staffing shortages.
• Be willing to work unscheduled or mandatory overtime as needed or requested

GENERAL KNOWLEDGE AND SKILLS:

The PST should be able to identify, articulate, and demonstrate the values, expectations, duties, and functions of the position, such as:

• Properly and efficiently answer calls
• Multi-task
• Listen attentively & actively
• Speak clearly and plainly
• Be accurate even under pressure
• Have good customer service skills
• Be professional & polite in all situations
• Able to be concise in all communications
• Be assertive & confident
• Think critically
• Be solution orientated & make quick decisions
• Be patient
• Work hard & be motivated
• Have empathy
• Maintain confidentiality
• Receive feedback on performance, including criticism
• Understand scope of authority/chain of command
• Handle stress & remain calm
• Be responsible for his/her own actions
• Be self-sufficient
• Be a team player (work well with others)
• Identify professional goals & seek out development opportunities
• Demonstrate improvement & progress to the next step in training

Disclaimer:

This job description is only a summary of the typical functions of the job, not an exhaustive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in this job description. Other duties, as assigned, might be part of the job as well.