Telecommunicator

911 Telecommunicator

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 pre-arrival medical procedure;

The ability to react quickly and concentrate in emergency situations;

The ability to remain calm in stressful situations; the capacity to work with advanced telecommunications equipment;

The ability to work with high volume of work over a long period of time;

The capacity to speak clearly with good diction;
The ability to report for duty in extreme weather and road conditions;

The ability to remain on duty for extended periods when staffing or other emergencies exist;

The ability to perform multiple physical functions often simultaneously (listen, speak, record, type and transfer calls);

The ability to follow direction, protocols and procedures, and work harmoniously in a structured environment;

The ability to multi-task and navigate between several different software programs;

And related knowledge, skills, and capacities.

Education:

Such as may have been gained through graduation from senior high school; and

Experience:

Such as may have been gained through employment in a responsible high call volume public-safety environment or other call-heavy telecommunications environment involving intense customer contact in a service delivery agency; computer proficiency in current applications and platforms including, keyboard/typing skills, is required. Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.

SPECIAL REQUIREMENTS:
Prior to appointment must successfully complete the following:

- A comprehensive background investigation conducted by the Rhode Island State Police;

- A physical examination;

- A psychological evaluation. Following appointment as a probationary 911 Telecommunicator must successfully complete the following:

- An approved first aid training program within six months, and thereafter must maintain current certification as a condition of employment;

- Emergency Medical Dispatcher (EMD) certification classes requiring 3.5 days of training, and thereafter 24 hours of on-line certification…