Public Safety Telecommunicator - Trainee

Purpose

The purpose of this classification is to receive and respond to calls coming into the County’s emergency 911 communication system. This classification is an entry-level, trainee position. A Public Safety Telecommunicator’s work is expected to progress along a continuum of responsibility beginning with participation in an in-house training program and ending with the knowledge, skills, and abilities to perform the essential functions of a Public Safety Telecommunicator, Senior in a fully competent, responsible, and independent manner.

All work is performed under close supervision of senior officers. Some essential functions require completion of certification or training modules.

The following duties are normal for this position. The omission of specific statements of certain duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Participates in in-house training and attends training courses as assigned to learn the basics of emergency communications as well as policies and procedures pertaining to local operations; studies manuals, policies, and other materials; shadows senior officers to observe work and learn processes; and demonstrates proficiencies and understanding of training modules and work components as required.

Receives calls on the County’s emergency 911 system, including emergency TDD calls, and language lines: obtains information from callers; works to keep caller calm; maintains conversation with caller to obtain/verify pertinent information, to administer pre-arrival instructions in accordance with Emergency Medical Dispatch (EMD) guidelines, and to provide comfort until assistance arrives; re-establishes calls on 911 hang-ups; monitors status of response; confirms address of incident and references the MSAG and maps;

and contacts wrecker services and utility companies as needed.

Receives non-emergency calls: provides information, answers questions, takes messages, and/or transfers/connects calls to appropriate staff, department, extension, service, or agency; provides the general public with directions/referrals, answers to citizen complaints/concerns, and other information requested regarding the community or situation.

Logs incoming calls and dispatch information into an automated system; utilizes Georgia Crime Information Center (GCIC) and CAD terminals; enters information pertinent to incoming calls, dispatched agencies, response time and actions taken; modifies, locates, maintains, saves, and/or clears files/records within database; and records information manually into appropriate logs when computer is out of service.

Contacts various other departments to resolve problems such as malfunctioning streetlights, downed street signs, road hazards, water/gas line breaks, roadway debris, or power outages.

Monitors multiple radio frequencies and cameras while answering/processing telephone calls or other radio frequencies and responding to in-person requests for services or records; monitors alarm systems at specific locations.

Assists other jurisdictions as requested; contacts Georgia Emergency Management Agency (GEMA), Georgia State Patrol (GSP), Department of Natural Resources (DNR), Department of Family & Children’s Services (DFACS), Department of Juvenile Justice (DJJ), and/or surrounding law enforcement agencies for assistance when needed.

Handles inquiries on driver’s licenses (OLNs), vehicle identification numbers/tags, warrants/summons, stolen articles/property, wanted/missing persons, and guns.

Notifies appropriate personnel, supervisors, and/or command staff of critical emergency situations, weather-related information from weather radar, and/or problems with communications, GCIC, or other computer equipment.

Maintains assorted logs detailing daily activity, including wrecker service, warrants, CAD system dispatching, messages, GCIC/NCIC entries/retrievals of information, facsimiles, and teletypes.

Performs various administrative support activities: enters, updates, and retrieves information from databases; enters law enforcement information…