Telecommunications Officer

NATURE OF WORK: A 911 Public Safety Telecommunications Officer performs critical, highly responsible work serving as the primary link between the public and emergency response agencies. This position involves receiving emergency and non-emergency calls, assessing and prioritizing information, and dispatching appropriate police, fire, emergency medical, and municipal resources using advanced communications and computer systems. Employees in this classification are expected to work calmly, professionally, and compassionately in high-pressure and emotionally charged situations. Telecommunication Officers interact with individuals from diverse backgrounds and must demonstrate cultural awareness, patience, and respect at all times. Work is performed with limited supervision and requires the ability to multitask, exercise sound judgment, and maintain focus while managing multiple incidents simultaneously. This position is essential to public safety and the continuous, 24-hour operation of the Municipality's Dispatch Center. ESSENTIAL DUTIES & RESPONSIBILITIES: The duties listed below represent the essential functions of the position; other related duties may be assigned. . Receives, evaluates, and prioritizes 911 and non-emergency calls for service . Dispatches police, fire, emergency medical services (EMS), public works, and animal control units in accordance with department policies, procedures, and established protocols . Operates multi-channel public safety radio systems and continuously monitors the status and availability of field units . Utilizes Computer-Aided Dispatch (CAD), Records Management System, NCIC/CLEAN, J-Net, and other public safety databases in compliance with Pennsylvania and federal regulations . Conducts authorized criminal history and warrant checks for law enforcement and approved agencies . Provides Emergency Medical Dispatch (EMD) instructions and pre-arrival care guidance in accordance with certification standards . Processes and verifies alarm activations and alarm system testing . Maintains accurate and detailed logs, records, and documentation required by the Police Department, Fire Department, Pennsylvania State Police, FBI, FCC, and other regulatory agencies . Maintains police records and reports. This includes adding pertinent information to assist with officers' report documentation. Occasionally, providing copies of police reports to victims of crimes and providing statistical data to outside agencies . Provides front-desk assistance to individuals who enter the police facility, including initiating security procedures to ensure safety when necessary . Monitors multiple camera surveillance systems and License Plate Readers located throughout the Municipality and neighboring communities, and reports observed activity as appropriate . Monitors individuals held in police holding cells via video systems and conducts welfare checks in accordance with written departmental policy and training. Documents routine checks at timed intervals and any status changes . Protects confidential, sensitive, and criminal justice information at all times . Demonstrates professionalism, empathy, and fairness in all interactions with the public and co-workers . Performs related duties as assigned The Municipality of Monroeville complies with the Americans with Disabilities Act (ADA). Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position. REQUIRED EXPERIENCE, KNOWLEDGE, ABILITY, AND SKILLS: Core Cognitive & Decision-Making Abilities . Ability to gather pertinent information quickly and accurately, communicating this information professionally and precisely . Ability to process fragmentary information . Ability to control several different situations simultaneously . Possess the mental and physical capacity to work effectively under stressful conditions Ability to remain calm and even-tempered . Ability to be decisive, very accurate, and maintain professional emotional objectivity Communication & Comprehension Skills . Ability to communicate clearly at all times . Considerable knowledge of the English language, spelling, and arithmetic . Ability to understand and follow written instructions . Ability to obtain and provide proper directions Technical & Job-Specific Knowledge . Knowledge of police, fire, and emergency medical service terminology, codes, and procedures . Skill in the operation of a computer-aided dispatch system . Knowledge of basic computer functions and a Windows operating system Ethical & Confidentiality Requirements . Ability to keep private and sensitive information confidential Minimum Qualifications & Eligibility Requirements . Graduation from a High School . Must be able to type a minimum of 35 words per minute . Must pass a criminal history/background investigation, including fingerprint submission to the Pennsylvania State Police PREFERRED EXPERIENCE, KNOWLEDGE, ABILITY, AND SKILLS: . Experience in a public safety-related field, i.e., law enforcement, fire suppression, or emergency medical service, is preferred . Certification in Emergency Medical Dispatch, AEMD Certification . Certification in the APCO Public Safety Telecommunicator course . Certification in NCIC/CLEAN and J-Net . Prior experience as a Public Safety Telecommunicator, or other types of dispatch (tow service, utility, etc.) . Familiarity with Monroeville and surrounding communities ORGANIZATIONAL ALIGNMENT: This position supports Monroeville's Mission, Vision, and Values by: . Protecting life, property, and public safety through the timely, accurate receipt, prioritization, and dispatch of emergency and non-emergency calls for service . Ensuring effective coordination between the public and police, fire, emergency medical, and municipal response agencies to promote rapid and appropriate emergency response . Demonstrating professionalism, integrity, and compassion in all interactions with the public, especially during high-stress and emotionally charged situations . Safeguarding confidential and sensitive information in compliance with local, state, and federal laws and criminal justice standards . Promoting operational excellence and accountability by maintaining accurate records, adhering to established protocols, and supporting the continuous operation of the Municipality's Dispatch Center . Delivering fair, respectful, and culturally aware public safety communications services that ensure equitable access to emergency assistance for all community members By aligning with the Municipality's Desired Outcomes, the 911 Public Safety Telecommunications Officer plays a critical role in ensuring Monroeville remains a safe, secure, and resilient community in which residents, visitors, and responders can rely on effective emergency communications and public safety services. PHYSICAL DEMANDS: Occasionally 1 - 3 hours: Walking, Lifting, Carrying, Pushing, Pulling Sedentary Work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. The work environment includes performing duties in a climate-controlled building.