Public Safety Telecommunicator

Description

The fundamental reason this classification exists is to operate computer-aided dispatching (CAD) equipment to quickly and accurately receive and transmit information of an emergency nature for The Woodlands Fire Department. Work involves evaluating incoming calls to determine the appropriate level of Fire/EMS assistance required, dispatching units, and relaying information and messages upon request and/or according to established procedures. Employees are expected to demonstrate extensive communication skills and exercise considerable judgment under pressure.

Work is performed under the general direction of a Fire Communications Supervisor. 24‑hour shift work is required.

During emergency conditions, the employee is subject to being called to work in the event of a disaster, such as a hurricane or other emergency, and must perform emergency service duties as assigned.

• Operate a CAD console consisting of a multi‑line telephone system, IP dispatch radio console and ancillary equipment and software.
• Answer and process calls via 911 and 10‑digit lines to provide immediate first response to notifications of emergencies requiring fire or medical units.
• Evaluate incoming calls to determine the nature and urgency of the calls using standardized emergency medical and fire dispatch protocols.
• Assign initial fire and medical units and re‑evaluate/reconfigure response when appropriate.
• Monitor location and status of fire and medical units for 14 agencies, including during periods of high call volume.
• Coordinate communications with responding units and other agencies via radio or electronic methods in a fast‑paced environment.
• Provide emergency medical pre‑arrival instructions as needed to first or second‑party callers, including call‑taker assisted CPR and emergency obstetric calls.
• Contact outside agencies and other departments to coordinate aid (e.g., contact utility companies to inform that wires are down or to arrange for electrical shut‑offs, contact water services to arrange for water turn‑off, contact law enforcement for police assistance).
• Answer routine questions or refer calls to appropriate agencies on non‑Fire/EMS inquiries.
• Consult supervisor on non‑routine matters.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• Some positions will require performing other essential and marginal functions depending on work location, assignment, or shift.
• Perform other duties as assigned.

The position has no responsibility for the supervision of others but may require providing direction to junior staff.

This position is safety sensitive and is subject to random drug testing.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Emergency medical procedures, including healthcare provider CPR.
• Emergency fire procedures.
• General understanding of communications equipment such as radio systems, computer‑aided dispatch and call processing equipment. The ability to read maps and locate emergency calls using approved interrogation techniques and/or technology‑based location determination applications.

• Communicate verbally in English with the public or coworkers in face‑to‑face, one‑on‑one settings, telephone, text (SMS), video, over radio systems, TTY/TDD, and real‑time text (RTT) often when the other party is injured, ill, or in a life‑threatening situation.
• Remain calm and effective under heavy workloads and in emergency situations.
• Exercise good judgment in emergency situations.
• Determine priorities of emergencies.
• Obtain and act on information quickly and accurately in emergency situations.
• Work evenings, nights, weekends, and holidays to maintain…