Telecommunicator

Job Title

Answers emergency calls at the Emergency Operations Center and dispatches appropriate response personnel to the scene of the emergency; does related work as required. Works in conditions such as hurricanes, mandatory on call and performs most tasks simultaneously. Work is performed under regular supervision of Telecommunicator Shift Supervisor.

This position works rotating 12 hour shifts straight nights and, if assigned, is required to work on weekends, holidays and during times of inclement weather. Shift times may vary based on the needs of the department. The 911 Center is open 24 hours a day 7 days a week and must be fully staffed at all times. Employees may be called in to work on short notice.

Our core values—Resilience, Excellence, Accountability, Customer Service, and Honesty—are the foundation of our work and the standard by which we operate. As a member of our team, you are expected to demonstrate these values in every aspect of your role. This means delivering high-quality work, taking responsibility for your actions, providing exceptional service, and maintaining integrity in all interactions. Your commitment to these principles is essential to fostering a positive workplace culture and ensuring the success of our organization and the community we serve.

Position Responsibilities

Receiving calls for service; dispatching personnel and equipment; maintaining logs and records; entering data.

• Receives emergency calls, enters information regarding emergency calls, dispatches the appropriate agencies and personnel for assistance
• Answers 911 emergency calls to include prioritizing calls and routing calls to the appropriate sources
• Determines the nature and location of the emergency; determines priorities, and dispatch law enforcement, fire, ambulance, or other emergency units as necessary and in accordance with established procedures.
• Answers and transmits radio calls; maintains radio log
• Receives complaints in person or by telephone
• Operates multi-line telephone and various computer and communications equipment
• Enters and retrieves a variety of data into computer systems concerning department activities
• Makes inquiries concerning vehicles via computer systems
• Monitors law enforcement, fire and emergency medical services frequencies
• Dispatches vehicles where and when needed
• Takes telephone calls concerning complaints, passes information on to appropriate units and keeps record of call
• Uses CAD to enter information; ensures accuracy of information prior to entering.
• Uses records management system to enter incident reports; assigns case numbers.
• Makes criminal history and vehicle information checks
• Enters a variety of data into internal computer system
• Performs some supervisory functions; assists superiors with special projects, shift management, staffing and scheduling
• Performs work during emergency/disaster situations
• Performs assigned functions as a Disaster Ready Team (DRT) member, if appointed or volunteer
• Performs related tasks as required.

Qualifications

Thorough knowledge of the methods of operating two-way communications systems; thorough knowledge of radio code system and teletype procedures; thorough knowledge of the geography (reading maps) of the county and location of important buildings; ability to type at a reasonable rate of speed; ability to speak distinctly; ability to deal with the public under stressful conditions and remain calm; ability to operate standard office, data entry and computer equipment (windows based) and communication consoles; ability to establish and maintain effective working relationships with associates and the general public. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Experience, and Special Requirements

Any combination of education and experience equivalent to graduation from high school and some clerical or telecommunications experience. Emergency Services experience and some experience in customer service is preferred. Must possess DCI, EMD, CPR and Telecommunicator certifications or be able to obtain them within one year of hire. Salary will be determined based on qualifications, internal equity, budget and market considerations.