Public Safety Telecommunicator I

Public Safety Telecommunicator (PST) I

The Public Safety Telecommunicator (PST) I is responsible for receiving and processing emergency and non-emergency calls, obtaining critical information, and initiating the appropriate public safety response. This role requires excellent communication skills, professionalism, and the ability to remain composed under pressure while adhering to department protocols and applicable laws. Upon successful completion of the call-taking phase, employees in this role will be eligible to advance into additional phases of training, including Fire Radio, Teletype, and Law Enforcement Radio operations.

Essential Functions

• Answer all incoming calls on a multi-line system, including administrative lines and emergency lines, Text to 9-1-1 and calls received via TDD.
• Distinguish between emergency and non-emergency calls, effectively prioritizing calls for service.
• Answer and evaluate incoming calls to determine nature, priority, and appropriate jurisdiction, while accurately documenting all relevant information.
• Provide pre-arrival instructions to callers, such as CPR or first aid, when necessary.
• Monitor multiple radio channels, maintain situational awareness, and relay critical updates to field units and supervisors.
• Dispatch appropriate resources via fire / rescue and law enforcement channels, ensuring clear, concise and timely communication with field units.
• Manage simultaneous radio traffic, incoming calls and CAD updates during high-stress incidents such as structure fires, multi-causality events and severe weather operations.
• Operate the Teletype system to send, receive, and process entries such as warrants, stolen property, missing persons, and other law enforcement related data.
• Send, receive, and process teletype messages to and from local, state, and federal law enforcement agencies.
• Respond to inquiries from officers, dispatchers, investigators and authorized agencies by retrieving and relaying accurate information in a timely manner.
• Conduct queries through FCIC / NCIC as requested by law enforcement officers and ensure the information is accurately and promptly provided to the requesting unit.
• Ensure Computer-Aided Dispatch (CAD) entries are accurate, updated promptly, and reflect correct unit statuses.
• Develop and maintain a strong working knowledge of highways, streets, landmarks, and major points of interest within Flagler County and surrounding areas.
• Gain and retain proficiency in the use of CAD, multi-line telephone systems, radio equipment, Teletype, and related communication technologies.
• Interact professionally with the public, law enforcement, fire/rescue personnel, co-workers, and other agencies, using excellent customer service skills and always maintaining composure.
• Foster and maintain positive working relationships with internal staff, external partners, and members of the public.
• Comply with the Flagler County Board of County Commission and department policies and procedures.
• Adhere to all applicable Federal, State, and Local regulations governing emergency communications.
• Perform other duties as assigned by the Emergency Communications Director or direct supervisor.
• During emergencies, all employees are considered essential personnel and may be required to perform alternate duties.

Minimum Qualifications

• Must possess a high school diploma or equivalent.
• Must be 18 years of age or older.
• Must be able to work day, nights, weekends and / or holidays.
• Must be available to work during natural disasters.
• Must be able to type a minimum of 35 WPM and demonstrate strong computer literacy.
• Must possess a current 911 Public Safety Telecommunicator certification through Florida Department of Health or ability to obtain within 12 months of hire.
• Possession of current FCIC / NCIC certification preferred.
• Possession of current EMD certification preferred.
• Possession of current CPR and T-CPR certification preferred.
• Possession of all required FEMA courses preferred.

Knowledge, Skills and Abilities

• Knowledge of local geography, including streets, landmarks, and jurisdictional boundaries, or the ability to acquire this knowledge quickly.
• Knowledge of the phone system and all its functions such as answering, transferring calls, conference calls, mute, release and making outbound calls.
• Knowledge of fire service operations, terminology, and unit and apparatus types.
• Knowledge of Incident Command Systems (ICS) and National Incident Management System (NIMS).
• Knowledge of fire behavior, hazardous materials awareness and life safety conditions to support appropriate resource allocation.
• Knowledge of state and national databases (FCIC / NCIC) and related policies.
• Knowledge of criminal justice records management procedures, including entry, modification, cancellation, and validation process.
• Knowledge of state and federal confidentiality laws regarding criminal justice information (CJI) and dissemination.
• Skilled in time management with the ability to prioritize tasks in real time.
• Strong active listening skills with the ability to understand and accurately process information.
• Skilled in basic computer operations and the ability to quickly learn and operate specialized software, such as CAD, multi-line telephone systems, and radio equipment.
• Strong customer service skills with commitment to professionalism and empathy.
• Strong interpersonal skills with the ability to interact effectively and professionally with field personnel, partner agencies, co-workers, supervisors, and members of the public.
• Skilled in accurately entering, updating and retrieving sensitive law enforcement data.
• Skilled in reviewing and validating records for FCIC/NCIC compliance while maintaining accuracy and attention to detail under time-sensitive conditions.
• Strong written communication skills for preparing clear and accurate teletype messages, BOLO's and agency correspondence.
• Skilled in multi-tasking between database operations, radio / phone communications and documentation, while maintaining attention to detail.
• Ability to maintain confidentiality of sensitive information and comply with all applicable laws, regulations, and department policies.
• Ability to assess complex situations, prioritize effectively, and make informed decisions.
• Ability to handle emotionally difficult calls and apply de-escalation techniques when necessary.
• Ability to follow detailed protocols and procedures with accuracy and consistency.
• Ability to communicate clearly and professionally in high-stress or emotionally charged situations, both verbally and in writing.
• Ability to remain calm, composed, and make sound decisions while managing multiple tasks in high-pressure or life-threatening situations.
• Ability to control calls, gather pertinent information and enter details into Computer Aided Dispatch (CAD) in a timely and clear manner, ensuring radio dispatchers and responding units understand the situation.
• Ability to recognize potentially dangerous situations based on call details, background noises, or other contextual cues.

Physical Requirements

• Physical Demand: Sedentary
• Work inside a fast-paced communications center with multiple people and functions occurring simultaneously within a close proximity.
• Sit for long periods.
• See at normal range or with accommodations.
• Ability to work 12-hour shifts, including nights, days, holidays and weekends. This position is subject to mandatory overtime requirements as needed and is considered an essential tactical position.
• Hear at a normal level or with accommodations.
• Speak understandably.
• Ambulate independently.
• Occasional lifting, carrying, pushing or pulling.
• Some walking, standing may be required.