911 Telecommunicator

Job Title

Under the general guidance and leadership of the Chief of Police, this is a highly responsible telecommunication position that requires an alert, dependable person to process citizen requests for emergency and non-emergency response by the Panama City Police Department and the after-hours Panama City Utilities Department.

This is an emergency essential position that requires performance of emergency duties and actions to prepare, repair, and recover the City before, during, and after any adverse storm events (hurricane, tornado, ice storm, etc.) or other conditions (natural or manmade).

Essential duties include:

• Process emergency and non-emergency requests for police, and after-hours utility personnel.
• Operate computer systems to process requests for information, analyze responses and relay to responders in a timely manner.
• Maintain status of all assigned personnel as to location, availability, and equipment.
• Coordinate the movement and assignment of personnel and equipment to effectively and timely provide city services to citizens.
• Operate communications equipment, including radios, telephones, data recording devices, TTY devices for the hearing impaired and computers, to further the communications center's goals and objectives.
• Ability to use logic and sound judgment to quickly assess the type of service required by citizens and officers in the field.
• Ability to function effectively and efficiently in a high-stress environment and during emergency situations.
• Ability to interpret codes, ordinances, policies, procedures and geographical boundaries.
• Coordinate services by utilizing multiple information sources, including NCIC/FCIC, Computer-Aided Dispatch, Records Management Systems, Computer databases and directories.
• Data entry into CAD systems, logbooks and records management systems.
• Able to work any shift necessary, including 12-hour and rotating shifts, and be subject to recalls for emergencies.
• Other duties as assigned.

Knowledge, skills and abilities include:

• Strong desire to assist others to achieve their needs in a positive and servant-focused manner.
• Knowledge of geography, streets, landmarks and jurisdictions within the service area.
• Exceptional skills in actively listening and extracting essential information quickly and accurately under pressure.
• Strong ability to remain calm, focused and professional during emergencies, crises or emotionally charged interactions.
• Knowledge of emergency communication procedures, including call-taking, dispatching and radio communication protocols.
• Ability to work rotating shifts, including nights, weekends and holidays, as required in 24/7 operations.
• Skilled in typing accurately at a rapid pace to document calls and relay information.
• Knowledge of Microsoft Office products (Word, Excel, PowerPoint and Outlook).
• Ability to learn proprietary and third-party software independently.
• Develop and maintain effective working relationships with City team members, elected officials, various agencies and the general public.
• Highly skilled in clear, concise and professional verbal communication, even in high-stress situations.
• Ability to adapt to evolving technology, systems and procedures in emergency communications.
• Ability to exercise independent judgment while following processes and procedures as determined.
• Ability to multitask and maintain a strong level of organization with evolving and changing priorities.
• Ability to maintain confidential and sensitive information with a strong understanding of the impact of the accuracy of information on the team.
• Ability to exercise resourcefulness in solving problems in accordance with established policies and practices.

Minimum Qualifications

• Graduation from high school or possession of an acceptable equivalency diploma.
• Current or prior certification as a Telecommunicator issued by the State of Florida.
• Ability to type 25 CWPM
• Ability to learn and operate radios, Windows-based computer programs, DAVID, EAGENT, RMS and computer-aided dispatch.
• Ability to communicate effectively and tactfully with persons of all levels of society.
• Ability to complete all state requirements for certification as a Telecommunicator.

A comparable amount of training or experience may be substituted for the minimum qualifications.

Physical Demands

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Occasionally - Lift/Carry: 15-25 lbs., Push/Pull: 26-40 lbs., Climb, Crawl, Drive.
• Frequently - Lift/Carry: 15 lbs. or less, Push/Pull: 25 lbs. or less, Twist/Turn, Reach Above Shoulder, Reach Outward, Stand, Walk.
• Constantly – Acceptable Eyesight (with or without correction), Acceptable Hearing (with or without a hearing aid), Sit, Handling/Fine Motor Skills and Type/Keyboard.

Work Environment

• Indoor working environment, which may involve working during a variety of extreme weather conditions.
• Working in a computer and telecommunications environment with constant viewing of monitors and television screens.

Risk/Safety Conditions

• The position involves a minimal degree of risk with occupational stress and tension being a constant part of the job.

Disclaimer

These are intended only as illustrations of various types of work performed. The omission of specific duties does not exclude them from the position.

The City of Panama City is an Equal Opportunity Affirmative/Action Employer