Telecommunicator

Job Description

Summit Emergency Communication Center (SECC) 9-1-1 Telecommunicators perform a full range of call taking and dispatching functions for law enforcement, fire, and emergency medical services (EMS) calls, as well as certain non-emergency functions. Job responsibilities are performed under general supervision.

• Must be at least 18 years or older.
• Must be able to legally work in the United States.
• One or more years full-time work experience with customer interaction.
• Accurate and rapid data entry.
• Proven critical thinking skills.
• Ability to memorize and recall details, codes, and procedures.
• Ability to work all days and hours, including but not limited to days, afternoons, nights, weekends, holidays, and overtime.
• Ability to pass all required job selection and training processes including a comprehensive background investigation, drug test, psychological evaluation, and extensive on-the-job training. Any felony conviction is disqualifying.
• Excellent computer skills, knowledge, and experience. Ability to monitor 6+ computer screens.

Knowledge of:

• Current techniques, policies and procedures of public safety call taking and dispatching.
• Agency computer systems and programs including computer-aided dispatch (CAD), enhanced 9-1-1 (ANI/ALI), and automatic vehicle location (AVL) programs.
• Summit County geography, including locations and boundaries of all cities and townships; location of all major highways, streets and key buildings and landmarks; and addressing systems (i.e., streets, avenues, odd/even addresses, etc.) used for each jurisdiction of the SECC.
• Type of information that is allowed to be broadcast over Federal Communications Commission (FCC) radio systems.
• Effective interpersonal communication methods and techniques.
• Proper notification for equipment failures or after hour call outs for radio, computer, or phone problems.

• Perform extensive data entry and data retrieval from visual and/or audio sources.
• Understand and execute complex oral and written instructions.
• Demonstrate appropriate interpersonal communication skills for public safety call taking and dispatching.
• React quickly and correctly to emergency situations and adopt effective course of action.
• Correctly apply detailed procedures and policies both in structured situations, such as emergency medical dispatch (EMD), and in non-routine situations that require independent judgment, critical thinking and application of complex and varied procedures and policies, such as law enforcement dispatching.
• Learn, retain and use knowledge of Summit County geography in the course of work.
• Operate computerized equipment including computer-aided dispatch (CAD), enhanced 9-1-1 (ANI/ALI), and automatic vehicle location (AVL) programs.
• Receive and accept regular feedback and constructive criticism without being defensive.
• Dispatch public safety personnel and equipment safely, quickly, and efficiently.
• Relay messages exactly as received.
• React quickly and calmly in emergency situations and adopt effective courses of action.
• Perform call taking and dispatching work by phone, radio and using other standard communications center equipment.
• Assess callers’ emotional state; respond correctly to emergency and routine situations.
• Prioritize calls based on urgency.
• Apply appropriate initiative, discretion, and judgment in the work.
• Correctly apply available guidelines, policies, and procedures in diverse situations.
• Develop and maintain effective working relationships with the public, coworkers, supervisors, managers, user agency stakeholders, and officials from other jurisdictions, departments, or agencies.
• Perform work under stressful or emotional conditions.
• Work under pressure in a loud, multi-tasking environment.
• Work mandatory overtime as needed and assigned.
• Have reliable and predictable attendance.

• Work is performed in an emergency dispatch environment and the employee will regularly be exposed to normal hazards associated with an office.
• Work will be performed in areas of high security.
• Employees will be subject to highly stressful calls due to the nature of the work.
• Employees will be subject to caller and employee anger and/or frustration due to nature of the work.

• While performing the duties of this position, the employee may be required to travel to and access the various assigned work sites.
• Job is physically comfortable. Typically requires sitting, walking, standing, stooping, bending, pushing, pulling, keying, talking, hearing, seeing and repetitive motions; use hands to finger, handle, or feel.
• May occasionally be required to reach with hands and arms and climb or balance. The employee must regularly lift up to 10 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.

Please refer to required and preferred qualifications.