911 Public Safety Telecommunicator
Pay Grade: C21
Job Code: 10830
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
Performs work involving the receipt and documentation of routine and non-routine exchanges typical to Fire/EMS/Police 911 emergency calls and public safety related non-emergency calls; performs the full range of fire dispatch and radio operation functions as needed; provides leadership and mentors trainees as needed.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Receives telephone calls requesting assistance or information from citizens or emergency service agencies/personnel;
- Screens calls, determines the appropriate actions, and initiates action as required by standard operating procedures;
- Uses phone location services as needed to determine where to send emergency assistance;
- Dispatches the proper equipment to handle Fire/EMS emergencies, relays information, and executes tasks/requests related to these emergencies;
- Coordinates with other agencies in relaying or securing information and maintains constant contact with established operating frequencies;
- Makes contact and maintains communication with other agencies such as State Watch Office, Florida Fish and Wildlife Commission, Tampa Bomb Squad, National Transportation Safety Board, FBI, United States Coast Guard, Department of Environmental Protection, National Oceanic Atmospheric Administration (NOAA), Department of Health, State Forestry Service, Federal Aviation Administration (FAA), Department of Homeland Security, all local police agencies, etc.;
- Maintains accurate records of incoming and outgoing calls by entering information into computer;
- Monitors radio transmissions on required radio channels, responds to requests made over said frequencies, and maintains appropriate documentation of actions;
- Operates telephone systems, computer-aided dispatch terminals, radio, and associated peripheral communications equipment;
- Maintains knowledge of medical terminology;
- Provides training and mentoring to other staff;
- Demonstrates leadership at all times;
- Performs other related job duties as assigned.
Education and Experience:
Must be at least 18 years of age or older with a High School Diploma or equivalent (G.E.D.) and able to speak, write, and comprehend the English language. In addition, candidates must successfully obtained and be able to maintain required certifications including, but not limited to: Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS) Level 3 – CJIS Security & Awareness Certification; State of Florida 911 Public Safety Telecommunicator Certification; Emergency Medical Dispatch and Emergency Fire Dispatch Certification from the International Academies of Emergency Dispatch (when assigned to 911 call-taking duties), and Cardiopulmonary Resuscitation (CPR) Certification upon appointment; one (1) year of experience in an emergency communication center environment; or an equivalent combination of education, training, and/or experience.
Special Qualifications (May be required depending on area of assignment):
- Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
- Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
- Rotating shift, weekend, holiday, and overtime schedules.
- Candidate to demonstrate more advanced proficiency, competency, and satisfactory completion of regularly assigned work in an independent manner. Appointing Authority retains discretion to employ an incumbent at this level or advance the incumbent non-competitively or competitively, after a candidate meets the minimum qualifications to an in-line career ladder position within the same organization or department.
- 1 year or more experience in operating the following: CAD, CPE, Mapping software, Customer Service and decision-making in high stress environments.
- Participation, as needed, in duties beyond basic requirements such as training, mentor program, TERT, CISM, participation in a professional organization, project management, committee (internal or external), etc.
- Meet organizational spelling and typing requirements.
- Employee’s name must not appear on the Health & Human Services exclusion list.
- Preference will be given to those who have experience in both call-taking and dispatch in an emergency communications center.
- Other knowledge, skills, abilities, and credentials required for a specific position.
Knowledge, Skills and Abilities:
- Knowledge of automated office equipment, practices, and procedures;
- Knowledge of basic radio equipment operations and procedures (receiving and transmitting);
- Knowledge of computerized telephone equipment operations and procedures;
- Knowledge of County geography, corporate areas, roadway networks, locations of important attractions, major buildings, subdivisions, and hospitals;
- Knowledge of Health Insurance Portability and Accountability Act (HIPPA) and the rules and regulations pertinent to area of assignment;
- Knowledge of legal terminology, grammar, spelling, and math;
- Knowledge of recordkeeping practices and procedures;
- Skill in the application of quality customer service;
- Skill in the operation of automated office equipment;
- Ability to apply basic computer applications;
- Ability to distinguish varied pitches of bells, signals, and tones and different colors;
- Ability to hear through a headset while positioned at a workstation for an extended period;
- Ability to make prompt, accurate decisions during emergency situations;
- Ability to react calmly and secure essential information when dealing with excited persons;
- Ability to simultaneously handle multiple calls/tasks;
- Ability to speak in a clear well-modulated voice and deal with the public in a firm, courteous, tactful, and impartial manner;
- Ability to type at a reasonable rate of speed.
The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly. Additionally, the following physical abilities are required:
- Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
- Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
- Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
- Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
- Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
Work is performed in an environment with crisis situations that require major decisions involving people, resources, and property.