Emergency Communications Operator

Emergency Communications Operator

The Emergency Communications Operator is responsible for handling routine and emergency 9-1-1 calls for service over various communications systems to Police, Fire, EMS, and other City departments. This position dispatches emergency response units; operates advanced computer system and related telecommunications machines and maintains related records. The operator assists the public by providing important and timely information and references to a variety of public service agencies.

This work is performed under intermediate supervision – the incumbent performs a variety of routine work within established procedures and receives detailed instructions on new projects and assignments; work is reviewed periodically through observation and written reports for adherence to established policies and procedures.

Essential functions include receiving all incoming calls, screening, transmitting information to appropriate authority (Police, Fire, EMS) or other appropriate personnel or agencies; operating teletype and computer aided dispatch systems; recording and logging all messages. The operator also maintains radio contact with authorities; receives and transmits messages; maintains records and logs of these contacts. Additionally, the operator prepares, types, files, copies, and maintains a wide variety of departmental correspondence;

enters information into appropriate computer system; prepares and files departmental reports. The operator researches stolen property and criminal histories using FCIC/NCIC computer; updates and maintains criminal records; performs license queries, registration queries, person queries, and other queries as needed. The operator monitors video camera security system; performs equipment maintenance. The operator receives non-emergency calls for service; directs caller to appropriate agency, if needed.

The operator performs other work as assigned.

Knowledge, skills, and abilities include working knowledge of English, spelling, grammar, punctuation, and business correspondence. The operator has working knowledge of office terminology, methods, practices, procedures, filing systems, design, and maintenance and modern information systems and software. The operator has working knowledge of city streets and local area. The operator has working knowledge of network switches, routers, and firewalls. The operator has skill in the use of modern dispatch equipment including computers and radios.

The operator has skill in interpersonal interactions to elicit critical information from sick, injured, and/or highly emotional individuals, who may be in a life-threatening situation. The operator has skill in the operation of modern office equipment, computers, and software, including Microsoft Office applications (Word, Excel, PowerPoint, etc.). The operator has skill in accurately and rapidly carrying out requests for information or assistance.

The operator has ability to communicate and operate emergency 9-1-1 equipment. The operator has ability to speak clearly and concisely on telephone and on multiple radios. The operator has ability to think clearly and logically under stress. The operator has ability to obtain and maintain FCIC/NCIC and emergency medical dispatch certification. The operator has ability to maintain focus and flexibility with frequent interruptions;

ability to follow up and monitor status of ongoing projects. The operator has ability to complete tasks in a timely manner, multi-task, organize work load, meet deadlines, follow-up and take tasks to completion. The operator has ability to complete work accurately with a high level of attention to detail. The operator has ability to communicate information tactfully and impartially, both in person and in writing with all staff, city officials, and the general public.

The operator has ability to establish and maintain effective relationships with employees, supervisors, city officials, and the general public. The operator has ability to demonstrate proficiency in the City of Winter Park Core Competencies. The operator has ability to understand and follow oral and written instructions and…