Telecommunicator

Position: 911 Telecommunicator
Department

Department of Public Safety

Division

Protective Services (Non-Sworn)

Salary

$59,609.00 - $68,285.00

Job Profile

JC-- 911 Telecommunicator

Scheduled Work Days & Work Hours

4 days on/2 days off;
One of the following shifts depending on bidding process: 8 a.m.

-4 p.m./4 p.m.

-12 a.m./12 a.m.

-8 a.m.

Job

Requisition Number

JR Telecommunicator (Evergreen)

Pay Grade

U04321 A

Classification

911 Telecommunicator

Class Definition

GENERAL STATEMENT OF DUTIES:
To operate a multi-functional, automated emergency communications console on an assigned shift within a 24-hour statewide public-safety communications system; responds to and coordinates requests for emergency services by determining service needs and transferring caller to appropriate dispatch agency, such as police, fire, or emergency medical services (EMS), for direct agency intervention; and to do related work as required.

SUPERVISION RECEIVED:
Works under the general direction of a shift supervisor who monitors daily work activities in process and reviews daily work activities or as completed for conformance with division standards.

SUPERVISION EXERCISED:
None.

Illustrative Examples of Work Performed:

* To operate a multi-functional, automated emergency communications console on an assigned shift within a 24-hour statewide public-safety communications system; responds to and coordinates citizens' requests for emergency services by determining service needs and transferring caller to appropriate dispatch agency, such as police, fire, or emergency medical services (EMS), for direct agency intervention.

* To operate 9-1-1 public safety answering point communications console which may include multi-line telephone routing technology, GIS mapping software, overhead imagery software, computer-aided dispatch software, texting software, emergency medical dispatch (EMD) software, intercity police and fire radio and voice-recording equipment and other related software as directed.

* To determine the caller's emergency need(s), validates address information for either voice or text-to-911 calls, and transfer calls to appropriate emergency service agency or agencies for direct agency intervention.

* To provide medical instruction and support over the telephone using knowledge gained as a certified provider of adult/child/infant CPR-first aid and emergency medical dispatch protocols.

* To provide specific pre-arrival medical instructions using state-of-the art call-taking software while callers await the arrival of first responders

* To record any database discrepancies for corrective action and maintains other appropriate logs.

* To receive 911 text calls in lieu of voice communications using the SMS (short message service) messaging system also known as texting or Text-to-911

* To filter out repeat calls for the same incident after third report is transferred.

* To divert non-emergency calls and discourage inappropriate calls.

* To operate instant retrieval tape recorder and computer screen to facilitate transfer process.

* To provide follow up on all "closed line" and uncommunicative calls.

* To speak with irate, upset, irrational persons to collect information.

* To remain on the line with caller to update dispatch agency of changing events.

* To recognize unique critical situations and alerts shift supervisor while continuing to deal with call.

* To initiate a "Ping" or "Exigent Request" via the supervisor relative to location information or subscriber name and address information in instances where the safety of the caller and/or general public is in jeopardy.

* To consult with shift supervisor on any difficult or unusual situations.

* To follow system procedures, and organizational directives.

* To record and report any 9-1-1 system or telephone network dysfunction for corrective action.

* To ensure and maintain the security of proprietary information and activity as required by law.

* To do related work as required.

Required Qualifications for Appointment:

KNOWLEDGE, SKILLS, AND CAPACITIES:

* The ability to speak clearly and succinctly during stressful situations and speak with upset persons in such a way as to determine nature of problem for appropriate call transfer and…