TELECOMMUNICATOR TRAINEE

Job Description

Dauphin County Emergency Management Agency is currently accepting applications for the full-time , varied shift position of 911 Telecommunicator Trainee . This position starts at $20.91 per hour. An employee in this position receives and dispatches 911, emergency and non-emergency calls from the public, fire and ambulance personnel, equipment and services. He/she receives and directs telephone, radio and data communications, collecting pertinent information and dispatching units using radio and computer-aided dispatch system; determines priority, nature and location of emergency and non-emergency calls and status of units on and off assignment; maintains complete and accurate records, logs and reports on calls for a variety of services; operates a variety of teletype, computer, and radio equipment, monitors equipment for correct functioning, making record checks, computer entries, confirming and updating status of warrants; provides emergency medical, fire, and police pre-arrival and/or post-dispatch instructions; operates various types of communications equipment in a calm and competent manner including digital encoding alarm or units/personnel and a Telecommunications Device for the Deaf (TDD). The employee in this position is responsible for working varied shifts.

ESSENTIAL FUNCTIONS OF JOB:

• Receives oral and written instruction (in class and on-the-job) in equipment capability and operations; call-taking techniques, and inter-personal communications (including management of multiple emergency; discernment and accommodation of duress; listening and questioning skills; categorization of problems; and identification of appropriate local and/or regional emergency providers.
• Demonstrates mandated competencies, in practice scenarios and on-duty.
• Staffs "Next Generation 911 (NG911)" position assigned by Shift Manager/OIC; employs Modular Automatic Number Identification (ANI)/Automatic Location Identification (ALI) Retrieval System and Telephone System to Identify, prioritize, and route incoming and outgoing calls.
• Employs appropriate functions/commands of Geographic Information System (GIS), sighting emergencies and correlating agency response zones.
• Carries out pertinent functions/commands of Computer-Assisted Dispatch (CAD).
• Obtains certification in Emergency Medical Dispatch, Emergency Fire Dispatch and Emergency Police Dispatch courses.
• Obtains CPR certification.
• Receives and process requests for emergency services in accordance with NAED.
• Receives and processes calls in languages other than English, employing the current telephone system conferencing and Language Line, retaining responsibility for courteous, accurate receipt, recording, and transmitting of information to CAD.
• Receives and process emergency and non-emergency TTY calls, employing established shorthand and protocols, and transfer information to CAD.
• Identifies calls/incidents involving presence/proximity of hazardous materials; processing pertinent information in CAD as well as forwarding information to the Shift Manager/OIC.
• Performs related tasks in accordance with adopted SOG's and other established procedures.

OTHER DUTIES OF JOB:

• Performs other job-related duties as required.

SUPERVISION RECEIVED:

• Receives instruction and supervision from ECC Assistant Supervisor or ECC Supervisor.

WORKING CONDITIONS:

• Works indoors in adequate office space, lighting, ventilation, and temperatures. Work is performed primarily in an office environment while sitting at a desk.
• Normal exposure to noise and stress.
• Normal exposure to indoor dust/dirt.
• Physical capabilities include the ability to sit for long periods of time, walk, talk and hear; lift or move up to ten pounds; bend, stoop or crawl in tight spaces; use arms, hands and fingers to reach, handle, feel, grasp or manipulate objects, materials, tools, equipment and controls; should have close, distance, color and peripheral vision; depth perception, ability to perceive and discriminate colors or shades of colors and the ability to focus.
• Ability to work a variety of shifts and hours, including nights, evenings, days, weekends, and holidays; stand and accurately visualize and hear to operate equipment; consistently maintain mental alertness, remain calm and composed in difficult and emergency circumstances.

PHYSICAL/MENTAL CONDITIONS:

• Must possess ability to record, convey and present information, explain procedures, and follow instructions.
• Must be able to sit for long periods throughout the workday, with intermittent periods of standing, walking, bending, twisting, reaching, stooping, and grasping as necessary to carry out job duties.
• Dexterity requirements range from simple to coordinated movements of fingers/hands; feet/legs; torso necessary to carry out job duties.
• Sedentary work, with occasional lifting/carrying of objects with a maximum weight of ten pounds.
• Must demonstrate emotional stability.
• Must be able to cope with the physical and mental stress of the position.
• Must be able to pay close attention to details and concentrate on work.

QUALIFICATIONS

• Graduation from high school or an accredited equivalency program.
• Attainment of verified (by valid, County-administered examination) typewriting/data entry rating of 25 words-per-minute (25 WPM).
• Successful completion of pre-ECC operational training.
• Excellent analytical and problem-solving skills.
• Excellent communication (written, oral, interpersonal) and organizational skills.
• Ability to handle sensitive information with the highest degree of integrity and confidentiality.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Knowledge of Dauphin County ECC Administrative SOG's and Supplemental Policies.
• Knowledge of Dauphin County ECC Call-Taking SOG's and Dispatch Guidelines.
• Knowledge of Dauphin County EMA Operations and associated systems to include but not limited to PEIRS and TMI.
• Knowledge of Dauphin County and its surrounding regions, geography, and topography.
• Knowledge of local and surrounding emergency service providers.
• Knowledge of applicable Federal, State and Local rules, regulations, and standards of service.
• Knowledge of Quality Assurance Standards (local and state).
• Knowledge of applicable issues of liability.
• Knowledge of Commonwealth's Next Generation 911 (NG911) ESINET, including but not limited to the current telephone system commands and functions.
• Knowledge of commands and capabilities of computer-assisted dispatch (CAD); geographic information systems (GIS); and NAED system.
• Knowledge of command and capabilities of the Language Line.
• Knowledge of basic protocol and shorthand of TTY communications.
• Knowledge of basic principles and practices of hazardous-material identification and reporting.
• Skill in coordinating electronic receipt and transmission of multimedia data, with frequent interruptions.
• Skill in focused questioning of persons under stress.
• Skill in Cardiopulmonary Resuscitation. (The satisfactory completion of class work and associated examinations is prerequisite to continuing employment).
• Ability to communicate clearly, orally, in writing and through networked computing.
• Ability to understand and carry out oral, written and electronically transmitted instructions.
• Ability to establish NAED and PEMA certification.
• Ability to analyze and accurately process (orally; in writing and via networked computing) extraordinary events and emergencies threatening life, property and/or environment in a timely manner.
• Ability to discern and accurately describe caller's affects and inflections.
• Ability to manage simultaneous dissimilar emergencies.
• Ability to work accurately and confidentially in an inherently stressful environment, with occasionally irregular working hours.
• Ability to complete satisfactorily all prescribed, phased levels of processional training, position by position.
• Ability to establish work relationships with superiors; peers; subordinates; medical, social-service, education, and law-enforcement professionals; inmates and their families, friends, and advocates; elected and appointed officials of Federal, State and Local government as well as other interested persons.

Dauphin County is an equal opportunity employer and is committed to an inclusive workplace free of discrimination and harassment. Dauphin County prohibits discrimination and harassment of any type and affords equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local laws.