Public Safety Telecommunicator - Call Processor

PUBLIC SAFY TELECOMMUNICATOR - CALL PROCESSOR Purpose of Job

The purpose of this classification is to protect citizens and emergency responders during an emergency or non-emergency incident by providing initial critical communications, guidance, and assistance.

The Call Processor is responsible for the following essential functions:

• Perform pre-operation procedures to prepare for the shift and exchange information.
• Following policies and procedures, answer and screen requests for emergency and non-emergency services received through various means (phone, text, email, video, TDD, relay service, etc.).
• Using knowledge of law enforcement and fire and EMS protocols and terminology, prioritize and sequence requests promptly in limited time with little to no supervision.
• Interpret the location of emergency requests using various tools such as geographic knowledge, location tracking capabilities, etc.
• Document thorough and accurate records of all requests for emergency services.
• Provide direct communication to suicidal persons, domestic violence victims, children, irate callers, and difficult members of the public.
• Operate a sophisticated workstation comprised of multiple computer systems, computer‑aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text‑to‑911 sessions, as well as other communications systems.
• Operate multiple systems and conversations simultaneously without errors.
• Utilize training and operational protocols to take appropriate action, such as relaying critical information or referring callers to other agencies.
• Following operational protocols, maintain communications during life‑threatening emergencies, providing safety/lifesaving instructions and maintaining control of the conversation until field units arrive on the scene.
• Demonstrating clear and effective communications and active listening with public safety responders using appropriate terminology, codes, and signals.

• Using mass notification software, including social media platforms, keep the public informed of emergency incidents.
• Ensure regular, punctual attendance during scheduled work hours.
• Perform other duties as required.

• High School diploma or GED required.
• No years’ experience required.
• Must be able to work on a rotating schedule, including nights/weekends/holidays, to ensure 24/7 coverage.
• Subject to call back and on‑call scheduling.
• Must be able to adapt and function, without reservation, in high‑stress situations.
• Must successfully complete and maintain Basic Telecommunicator certification.
• Must successfully complete and maintain CPR and TCPR certification.
• Must successfully complete and maintain assigned annual call processing agency certifications.
• Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities may be considered for employment into the position.

• N/A
• Ability to work in a position of significant complexity.
• Proficient in the use of PCs, tablets, smartphones and other electronic devices.
• Proficient in the use of Microsoft Office suite of products and other various web‑based platforms.
• Excellent ability to handle high‑stress situations with patience, empathy, tact and sound judgment.
• Ability to focus and demonstrate attention to detail.
• Ability to work cooperatively as a member of a team.
• Excellent verbal and written communication skills
• Excellent organizational and time management skills.
• Excellent problem‑solving and critical‑thinking skills.
• Excellent interpersonal skills.

• This position requires the ability to engage in light physical activity. Sedentary work with little or no exertion of force.
• This position will be in communication with people experiencing life‑and‑death situations and traumatic events, possibly resulting in vicarious trauma.

Knox County Emergency Communications is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Knox County Emergency Communications may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.