Telecommunicator (911 Dispatch)

Job Description

The Telecommunicator position serves as the emergency call-taker/dispatcher for emergency and non-emergency requests on E-911 trunked lines, administrative lines, and radio infrastructure at the Northampton County Public Safety Answering Point (PSAP). Work includes dispatching of calls to the appropriate discipline, i.e. police, fire, Emergency Medical Service (EMS), municipal, in compliance with Center Standard Operating Procedures (SOP's), as well as the operation of the Commonwealth Law Enforcement Assistance Network/National Crime Information Center (CLEAN/NCIC) system as needed. The 911 Center is a 24/7/365 operation. An applicant eligible for this position MUST be available to work all shifts including nights, holidays, and weekends. This position reports directly to the Dispatch Shift Supervisor. This position is not responsible for the supervision of other employees or functions.

Essential duties of the position include receiving emergency and non-emergency calls from the public, as well as public service providers, for public safety services. Effectively manage each call per established guidelines, policies, and training. Requests information from callers to gather critical information, such as personal information, location, and the nature of the call. Records information, assesses the need for emergency services, determines appropriate response(s) required, and evaluates the relative priority of each response. Dispatches the appropriate response unit(s). Provides and relays necessary information regarding emergency situations to those individuals requiring notification, including public safety officials and representatives. Provides Emergency Medical Dispatch (EMD) (pre-arrival instructions) to persons in need of immediate life-saving intervention, when appropriate. Utilizes Computer Aided Dispatch (CAD), phone system, and Geolocation (GEO) tools to determine location and appropriate municipal protocols for response. Utilizes TTY transmission equipment for communication with the hearing impaired. Maintains daily records of calls and dispatch activity. Maintains the highest level of confidentiality. Adapts to unique circumstances that are presented by callers and then applies learned skills and established guidelines in resolving situations. Possesses the ability to cope with highly stressful situations regularly, with minimal supervision. Works a rotating shift, including nights, weekends, and holidays. Required to serve as a peer trainer at the discretion of management after the successful completion of the Association of Public-Safety Communications Officials (APCO) Certified Training Officer (CTO) course. Operation of NCIC and the CLEAN system for police. Obtaining and maintaining CLEAN/NCIC access is required for this position.

Required minimum qualifications include completion of a high school, or general equivalency, diploma; and at least one (1) year of Radio Communications Training, Call Center experience, or Public Safety Agency (Police, Fire, or EMS) experience is preferred. A post offer criminal history check, urine drug screen, and hearing test are required for employment. Mandatory training includes EMD training program, APCO Public Safety Telecommunicator (PST), APCO Fire Service Communications (FSC), APCO Law Enforcement Communications (LEC), National Incident Management Systems (NIMS) 100, 200, 700, 800, NCIC/CLEAN training program, as well as other training programs and certifications as outlined by the Department of Emergency Management. All Telecommunicators must pass all state required exams and maintain required certifications as necessary to continue employment.

Knowledge, skills, and abilities include knowledge of office practices and procedures commonly employed in communications, emergency management, and public safety environment. Effective communication skills, including active listening, clarity of speech, and verbal and written communication, as pertinent to public safety communications. Ability to speak clearly and distinctly over electronic media. Effective computer skills and a level of proficiency necessary to perform data entry quickly and accurately from written, audible, or other sources. Ability to type 25 words per minute and data entry ability of 3,250 keystrokes per hour. Ability to interpret geographical information. Ability to read and interpret maps. Ability to multi-task. Ability to identify and respond appropriately to emergency and stressful situations simultaneously. Ability to maintain composure and self-control in order to perform necessary job duties while exposed to high stress situations. Ability to learn the specific operation, rules, and procedures governing County radio, computer, alarm, and other systems. Ability to learn computer aided dispatch software program and hardware. Ability to establish and maintain effective working relationships with associates, officials of law enforcement, firefighting and emergency medical care agencies, representatives from other local, State, and Federal agencies, and the public. Ability to read, write, speak, understand, and communicate in English to perform the duties of this position.

Tools and equipment include personal computer, keyboard and mouse, CAD software and hardware, communication/radio equipment, TTY transmission equipment, telephone, cell phone, fax machine, copy machine, and State NCIC/CLEAN computer network.

Physical demands include standing, walking, sitting, and talking or hearing. Use hands to finger, handle or feel objects. Lift and/or move up to twenty-five (25) pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is usually quiet, but may become moderately noisy.

Selection guidelines include formal application, rating of education and experience, interview, and reference check as well as job related tests. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. FLSA status: FLSA NON-EXEMPT (ELIGIBLE FOR OVERTIME) DESIGNATION: CAREER SERVICE PAY GRADE: RU/GR20 UNION STATUS: AFSCME RESIDUAL NON-PROFESSIONAL UNIT Updated February 2025