911 Operator

Job Summary

The 911 Operator is responsible for receiving emergency and non-emergency calls for service over the telephone and by other means, employing appropriate call screening protocols, and responding to those calls by dispatching the appropriate public safety resources. This position is responsible for interaction with other public safety dispatch centers in the answering and transferring of calls and incident information, and for maintaining communications with field personnel in law enforcement, fire and EMS agencies.

This position is required to respond appropriately to requests for services and information from field personnel.

The duties and responsibilities of the 911 Operator include:

• Answer all incoming emergency and non-emergency calls to TPD via 10-digit telephone lines, emergency and non-emergency 1212 lines from internal sources.
• Monitor back up radios (2 frequencies).
• Monitor ELERTS system and radios and answers telephones to obtain information regarding reported emergency.
• Determine nature of response, calls in required personnel and dispatches appropriate fire, police and other emergency response personnel to emergency scene.
• Relay messages to various Department personnel and departments regarding emergencies.
• Call in assistance from other communities in accordance with established procedures and protocols.
• Respond to non-emergency calls, providing information and assistance and refers callers to appropriate department and/or employee.
• Act as liaison between local and neighboring municipalities and the public utility for the purpose of reporting emergency situations, needed repairs and loss of service.
• Dispatch calls for service via the TPD's radio system.
• Enter calls for service via the TPD's CAD Records Management System.
• Perform related duties and projects assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Supervision:
No direct reports.

The minimum requirements and qualifications for the 911 Operator include:

• A high school diploma or equivalent (G.E.D.) from an accredited institution.
• Possess a polite but authoritative telephone voice and manner, as well as the ability to understand and skillfully manage emergency and business callers.
• Ability to be understood clearly by others over radio and telephone circuits, to accurately record the detail of telephone and radio conversations, and to remain calm under the pressure of emergencies, aggressive or emotional callers, peaking workloads, and multiple (simultaneous) responsibilities.
• Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.
• Simultaneously process information from multiple sources (verbal, text, and video) and keep information clear.
• Recall details and record information/numbers quickly and correctly.
• Communicate effectively and professionally, both orally and in writing.
• Work collaboratively and cooperatively with co-workers and personnel from customer agencies.

Substitutions:
None

The preferred experience and skills for the 911 Operator include:

• Previous dispatcher or telecommunicator experience.
• Proficiency in Spanish or Haitian-Creole.

The job conditions for the 911 Operator include:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining…