911 Telecommunicator (HELPS)

Emergency Communications Department Position

This is a communications position in the Emergency Communications Department with responsibility for answering emergency and non-emergency calls for police, fire, and emergency medical services and efficiently relaying the information to Dispatchers. This job involves an unusual working environment which includes: the stress of daily contact with life and death situations such as fires, murders, rapes, and assaults in progress; sitting for long periods including times with little call activity; having to remain calm and in control when speaking to people who are screaming, crying, or hysterical; being polite to people who are angry, abusive, or use foul language; strict adherence to rules and regulations; close supervision and constant evaluation of job performance. Employees are expected to work on a wheel schedule, involving various shifts which cover day and night hours and to work overtime as needed. Work is performed under direct supervision in accordance with a prescribed routine. Related work is done as required.

Typical Work Activities

• Receives complaints and reports of incidents for fire, police, and emergency medical services by telephone wearing a headset;
• Answers text to 911 calls;
• Controls telephone conversations to obtain necessary information, following policies and procedures;
• Records information from callers manually and delivers to dispatchers, when computer is not functioning;
• Inputs information from callers or users agencies into computer, using typewriter style keyboard;
• Determines appropriate call type and course of action, based on the nature of the complaint and its priority;
• Follows appropriate EMD Protocol scripts to obtain and provide information;
• Maintains contact with caller during life-threatening situations and provides instructions until units arrive;
• Returns hang-up calls to determine if emergency services are required;
• Answers TTY (for the deaf) to provide services;
• Operates call check (tape recorder) to verify accuracy of information or information not understood,
• Directs non-emergency calls to the appropriate agency;
• Trains new Telecommunicators;
• Initiates searches of computer files, using a keyboard;
• Directs non-emergency calls to the appropriate agency;
• Testifies in court as needed;

Minimum Qualifications

I. High school diploma or Equivalent; OR II. Completion of the Public Safety Communications course of study offered by the Rochester City School District. SPECIAL REQUIREMENTS : 1. Must have satisfactory police record and background check including FBI fingerprinting. 2. Must undergo a medical examination that will test, but will not be limited to: vision, hearing, speech, physical ability to sit for long periods, and must pass a psychological evaluation. New hires and re-hires must pass a drug test.