Emergency Communications Officer Trainee; Operator

Emergency Communications Officer Trainee (911 Operator)

Overview: Under close supervision, trainees will learn to answer non‑emergency and 911 emergency requests to assist the public and staff with emergency and non‑emergency public safety assistance.

Perform communications work involving the processing of Enhanced 911 calls (wireless and ten‑digit) and dispatching of fire, emergency medical services (EMS), and law enforcement agencies. Accurate and rapid processing of routine and emergency calls requires following standard operating procedures. Duties include transferring callers to other emergency response agencies as prescribed.

Ability to quickly determine the nature of the emergency from information provided and initiate appropriate action. Early trainees may be assigned as a night shift or other shift; all work any shift, holidays, weekends, and overtime as required.

• Receive telephone calls from citizens or emergency personnel requesting assistance or information; screen the calls and initiate appropriate action per established protocols.
• Offer pre‑arrival medical and fire instructions via telephone per established protocols.
• Operate communications equipment and dispatch assistance units, entering call records into computer‑aided dispatch (CAD) system.
• Maintain required files, records, and accurate communication logs of incoming and outgoing calls.
• Takes complaints and reports issues to the on‑duty supervisor and documents as required.
• Perform related work as assigned.

• Knowledge of radio communications rules and regulations governing radio transmission.
• Knowledge of basic radio receiving and transmitting operations, equipment and proper radio‑telephone procedures.
• Knowledge of county geography, adjoining counties and roadway networks.
• Knowledge of basic medical, fire and law terminology.
• React calmly, quickly and aptly during emergency situations and interact with excited persons in a calm, guiding manner.
• Speak in a clear, well‑modulated voice; communicate with the public in a firm, courteous, tactful and impartial manner.
• Maintain clear, accurate and detailed accounts of operations.
• Multitasking skills and a desire to help others; function effectively as a team member.
• Make sound decisions during stressful situations.
• Learn to operate radio and telephone transmitting and receiving equipment.
• Effective oral and written communication and active listening.
• Operate a computer and utilize related software programs.
• Follow established protocols and chain of command.
• Maintain flexibility and adaptability in a dynamic environment.
• Establish and maintain effective working relationships with others.
• Prefer experience with multi‑line telephone equipment, computerized customer service, split ear, multi‑tasking, decision making and critical thinking.

Must be able to sit at a console for extended periods; operate a keyboard to enter data; reach all communication control panels and reference materials. Good vision without color blindness and excellent hearing required.

Graduation from high school or possession of an acceptable equivalency diploma. One year of experience in a fast‑paced, high call volume calling facility (commercial or government) preferred.

Applicant must be at least 18 years of age.

Applicants must pass critical pre‑employment testing, drug screening, polygraph, psychological evaluation and background check.

Must possess a valid Florida driver's license.

Must obtain the following within three (3) months of hire:

• Cardiopulmonary Resuscitation (CPR)
• Emergency Medical Dispatch (EMD)
• Emergency Fire Dispatch (EFD)
• Emergency Police Dispatcher (EPD)
• State of Florida Public Safety Telecommunicator Certification
• Current FCIC/NCIC certifications

After successful completion of training, employees will advance to Emergency Communications Officer I and receive a pay increase. Progress to this level within six months of hiring. Must work flexible schedules including evenings, weekends, holidays, standby and mandatory overtime.

• Strict non‑drug usage policy;…