Emergency Telecommunicator Job Marshall area,Michigan USA,Customer Service/HelpDesk

Position: Emergency Telecommunicator - Full Time

General Summary

Salary $22.54 – $28.98 per hour

Essential Duties and Responsibilities

Receives, processes and dispatches 9-1-1 calls and non-emergency calls for police, fire and emergency medical services.

Maintains a customer service attitude and handles a large volume of calls under stressful conditions.

Discovers type of service needed and classifies the complaint; determines priority and location; enters information into Computer Aided Dispatch (CAD).

Pre-arrival medical instructions may be given over the telephone following Emergency Medical Dispatch (EMD) training and certification.

Dispatches police, fire and medical units to the scene; describes nature of call, address, contact person, and other necessary information via radio transmission.

Monitors officers’ radio transmissions, tracks traffic stops and assists units on in-progress calls.

Operates LEIN computer, relays information to officers, advises on wanted responses and cautions.

Handles non-emergency calls and refers callers to appropriate agency when possible.

Mays train new dispatchers, evaluates trainees’ progress and ability.

Performs minor maintenance on equipment or notifies proper authorities for repair work.

Controls access to the Center, permitting entry only to employees and authorized persons.

Participates in community and agency educational activities.

Assists the Executive Director with interviewing candidates for dispatcher positions.

Functions as on duty warning coordinator and disseminates public warning information as required.

Decides on unusual situations and answers questions within the center.

Performs clerical and janitorial support and other tasks as assigned by management.

Incidental Duties and Responsibilities

Must attend training or seminars as specified by the Executive Director, which may include travel.
Must maintain EMD and CPR certification.
Must maintain Michigan Emergency Telecommunicator training standards.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. The statements are not exhaustive and may be expanded by the Executive Director.

Qualifications Education

High school diploma or equivalent. Must complete LEIN operator certification, CPR, Emergency Medical Dispatch (EMD) certification and Emergency 9-1-1 Service Standards of Training as adopted by the Department of Licensing and Regulatory Affairs, Michigan Public Service Commission.

Experience

Experience with the public, preferably in a communications/telephone capacity. Prior data entry or related computer experience. Preferably two years of experience demonstrating ability to maintain confidentiality and professionalism.

Knowledge, Skills, and Abilities

Oral and written communication skills, including ability to understand, follow and relay concise instructions.
Remain calm in emergency situations and handle crises in a professional manner.
Multi-task at a high level in both emergency and non-emergency situations.
Use tact and diplomacy and understand people from all backgrounds.
Work variety of shifts including weekends, holidays and overtime.
Pass extensive background investigation.
Communicate professionally and politely with the public, agencies and other personnel.
Perform accurately and efficiently in emergency situations.
Cope appropriately with stressful situations.
Withstand prolonged periods of sitting.
Enter and retrieve information from a computer terminal.
Read documents, maps, computer printouts, and other printed and graphic materials.
Legally operate a motor vehicle.
Operate telecommunications equipment.
Type accurately and effectively at a proficient speed.

Physical/Mental Requirements

Function in a stressful working environment.
Clear speaking voice.
Visual acuity to read, proofread, fill forms and distinguish colors.
Hearing acuity to listen and communicate in person and on the telephone per NENA/APCO hearing standards.
Manual dexterity to use alphanumeric keyboard.
Mental capacity to analyze data, use logic, exercise sound judgment and make sound decisions.
Maintain confidentiality of business conducted at the Center.
Maintain effective and positive working relationships…


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