Public Safety Communications Call Taker - FT

Public Safety Communications Officer – Call Taker (911 Call Taker)

The Public Safety Communications Officer – Call Taker (911 Call Taker) plays a crucial role in receiving emergency and non-emergency calls for service, ensuring accurate and timely responses. This position provides excellent customer service to callers, especially those under significant emotional strain. The Public Safety Communications Officer – Call Taker (911 Call Taker) works in a fast-paced environment, operating under the supervision of the Public Safety Communications Supervisor and/or Assistant Supervisor. The role requires the ability to manage high-stress situations while maintaining composure and efficiency.

Key Responsibilities

Call Reception and Prioritization:

• Answer incoming 911 emergency and non-emergency calls promptly and efficiently, while prioritizing calls based on the nature and urgency of the emergency.
• Relay accurate information to dispatchers based on the nature of the emergency.
• Operate communication equipment, including radio systems, telephones, computer-aided dispatch (CAD) software, and other tools necessary for effective communication.
• Use communication skills to de-escalate potentially volatile situations and assist callers, while emergency responders are enroute.
• Remain calm, composed, and professional, even in high-pressure situations, providing clear and concise instructions to callers.

Data Entry and Recordkeeping:

• Obtain essential details from callers, including location, nature of the incident, and any injuries or hazards.
• Accurately enter incident information into computer systems, ensuring that all calls and actions are documented properly for legal and operational purposes.

Follow Protocols and Procedures:

• Adhere to established protocols and procedures for handling various emergency situations.
• Comprehension and application of the division's confidentiality policies and rules regarding the discussion or release of information acquired in the workplace to the public, the media, or others.
• Obey applicable local, state, tribal or federal statutes or codes as appropriate.

Physical Requirements: The Public Safety Communications Officer – Call Taker position demands the ability to manage a high volume of stress effectively and maintain good hand-eye coordination. This position requires good eyesight and hearing in both ears, with the ability to wear a headset during shift hours. The Call Taker must have a clear speaking voice and the dexterity to use both hands and fingers for typing and handling call management tasks. The role primarily involves sitting for extended periods, with occasional walking or standing, along with the ability to lift up to 10 pounds.

Environmental Conditions and Work Hazards: Work is primarily conducted in a climate-controlled office setting. The role requires prolonged periods of sitting and extensive use of computers and other office equipment, which may lead to eye strain and repetitive motion injuries. Employees may frequently engage in meetings and teamwork, requiring effective communication in shared spaces. The position involves minimal physical exertion, primarily consisting of desk work, although occasional movement within the office may be required. Employees will work under standard office lighting and may experience moderate noise levels from office equipment and conversations.

Supplemental Information: This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, Management reserves the right to modify, add or remove duties and assign other duties as necessary that are a logical assignment to the position.

Emergency Response/Recovery Activities: County employees are considered essential personnel in providing and continuing services to our community during and following a disaster, such as a hurricane, or in other emergency situations. As a requirement of County employment, County employees are subject to being required to remain at work during an event, respond to a recall immediately following an event and/or immediately reporting to work when an all clear is declared by the County Administrator. During these types of events, County employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.

ADA Statement: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

EEO Statement: St. Lucie County BOCC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We encourage all qualified candidates to apply.

Qualifications

Candidates should possess a solid foundational background that demonstrates their ability to engage with the responsibilities of the role effectively.

• High school diploma or GED required.
• A minimum of 1 year of call center experience required.
• Prior experience in emergency dispatch or customer service is preferred.
• Completion of a 911 Call Taker training program and a Florida Department of Health Certification are required.
• Ability to type 30 or more words per minute.
• Excellent verbal and written communication skills, including active listening, clear and concise speaking, and the ability to convey information effectively under pressure.
• Ability to assess and resolve problems effectively, including de-escalating tense situations and finding solutions to complex issues in a high-pressure environment.
• Proficiency in using computers, communication equipment and software and other relevant technologies.
• Ability to remain calm and composed under pressure, empathize with callers, and maintain a professional demeanor while obtaining and recording information.
• Ability to handle stress and maintain focus in a fast-paced, high-pressure environment.
• Knowledge of the geography of the service area, including streets, neighborhoods, critical facilities.
• Ability to work effectively with other call takers and dispatchers.
• Strong multi-tasking and decision-making skills with the ability to act quickly and appropriately in critical situations.
• Knowledge of public safety radio communication systems and procedures.
• Ability to work rotating 12-16 hour shifts required, including nights, weekends, and holidays.
• Required overtime or extended shifts during peak times or emergencies, sometimes with little advance notice.
• Valid Florida driver's license with a good driving record.

Additional Information

Pay Grade C0 Driving Position – Operating County vehicles and/or equipment is a primary function of this position. PRE-EMPLOYMENT SCREENING: This position requires a physical, drug testing, driver's license verification and level 2 background screening which includes fingerprinting.