TELECOMMUNICATOR

Public Safety Telecommunicator

The City of Miami Gardens is offering a $5,000 hiring incentive for qualified Telecommunicator candidates. The incentive will be paid as follows:

• $2,500 upon hire

• $1,000 upon successful completion of six (6) months of employment and satisfactory progress in the Department's in-house training program

• $1,500 upon successful completion of the one (1) year probationary period

Employees receiving the hiring incentive will be required to sign a three (3) year Training Reimbursement Agreement. Employees who voluntarily separate from employment prior to completing the required three-year service commitment may be required to reimburse the City for training, certification, testing, onboarding, and related expenses on a prorated basis in accordance with the executed agreement and applicable City policy. All incentive payments are subject to applicable taxes and payroll deductions.

This is a non-sworn, full-time, non-exempt position involving responsible technical and communications work in receiving and processing emergency and non-emergency calls directed to the City of Miami Gardens Police Department and dispatching appropriate personnel and resources for police and emergency response services.

Under the general supervision of the Telecommunications Supervisor or designee, the Public Safety Telecommunicator operates a Computer Aided Dispatch (CAD) system, multi-line telephone systems, radio communications systems, recording equipment, and related public safety technology systems. Responsibilities include receiving requests for police services, evaluating information received, dispatching emergency personnel and equipment, monitoring field communications, and maintaining accurate records related to calls for service and public safety operations.

Public Safety Telecommunicators serve as the first point of contact during emergency situations and play a critical role in supporting public safety operations, officer safety, and emergency response coordination.

Essential Job Functions

Receives and processes emergency and non-emergency calls for police services and obtains accurate, essential information to determine the appropriate response.

Dispatches police personnel and equipment using radio systems, telephones, Computer Aided Dispatch (CAD) systems, and related communications technology.

Monitors multiple radio frequencies, communication channels, alarms, and emergency systems simultaneously while maintaining situational awareness during routine and critical incidents.

Enters, updates, and retrieves information from CAD, FCIC/NCIC, CJIS, and other law enforcement communication systems.

Maintains accurate logs, records, incident information, and documentation related to calls for service and communications activity.

Provides information and referral assistance to the public regarding police procedures, services, and other governmental resources.

Operates, monitors, and participates in the testing and troubleshooting of communications equipment and related systems.

Responds calmly, professionally, and effectively during stressful, high-volume, and emergency situations.

Exercises sound judgment and prioritizes emergency and non-emergency calls based on established procedures and operational needs.

Assists in training and mentoring newly assigned telecommunicators and trainees as assigned.

Attends required training programs, drills, certifications, and continuing education courses.

Performs other related duties as assigned.

Minimum Qualifications

Knowledge, Skills and Abilities: Knowledge of public safety telecommunications procedures, practices, and radio communications operations. Knowledge of FCIC/NCIC systems, CAD systems, and modern communications technology. Knowledge of computers, Microsoft Office applications, and data entry procedures.

Ability to communicate clearly, calmly, and effectively, both orally and in writing, during routine and emergency situations. Ability to analyze information quickly, evaluate situations, and make sound decisions under pressure. Ability to manage multiple incidents simultaneously while maintaining accuracy and attention to detail. Ability to remain composed and maintain professionalism during stressful and emotionally charged situations. Ability to establish and maintain effective working relationships with employees, law enforcement personnel, outside agencies, and the public. Ability to understand and follow oral and written instructions. Ability to work rotating shifts, including nights, weekends, holidays, overtime assignments, and emergency activations. Ability to type accurately and efficiently while handling active communications traffic.

Education & Experience Requirements: Requires a high school diploma or equivalent. Prior customer service, clerical, call center, dispatching, or public safety experience preferred. Must possess and maintain State of Florida 911 Public Safety Telecommunicator (PST) Certification. Must successfully complete all required pre-employment assessments, including CritiCall testing and other communications aptitude evaluations as established by the Department. Must successfully complete all required Departmental training programs, including National Incident Management System (NIMS) training. Must obtain and maintain FCIC/NCIC certification within timeframes established by the Department. Ability to type a minimum of 30–35 words per minute preferred. Must possess and maintain a valid Florida driver's license and satisfactory driving history throughout employment.

Employees are subject to rotating shifts and may be required to work extended hours during hurricanes, natural disasters, emergency activations, staffing shortages, or other critical incidents. Must be able to work all shifts, including nights, weekends, and holidays. Applicants selected for employment must successfully pass an extensive background investigation, fingerprinting, polygraph examination, and applicable CJIS/FCIC security requirements.

Supplemental Information

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a modern communications center environment utilizing computers, telephones, radios, CAD systems, and related communications equipment. Duties are primarily performed in a seated position and may involve prolonged periods of concentration, multi-tasking, and exposure to stressful emergency situations. Work is performed in a temperature controlled modern office setting, mostly from a seated position at a modular workstation. The employee must occasionally lift and move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The noise level is quiet to moderately loud.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand, and to use hands and fingers to handle, feel or operate objects, tools, or controls; and reach with hands and arms.

Benefits

Benefits available to FULL-TIME employees

Medical Insurance

• Aetna EPO Plan: The City covers 100% of the employee premium and 50% of dependent premiums.
• Aetna Choice 90% or Aetna Choice 100% Plan: The City contributes the equivalent of 100% of the EPO plan premium for the employee and 50% of dependent premiums.
• Waiver of Coverage: Employees who decline City health insurance and provide proof of other coverage, along with a signed waiver, receive a medical stipend of $125.00 bi-weekly.

Dental & Vision Insurance

• Employees may elect Dental and Vision coverage through Humana at full cost via payroll deductions.

Life Insurance & Disability

• Basic Life and AD&D: Provided by the City at 1x the employee's annual salary.
• Optional Coverage (employee-paid via payroll deduction):
  1. Supplemental Life Insurance
  2. Short-Term Disability
  3. Long-Term Disability

Voluntary Benefits

• Employees may enroll in the following optional programs at full cost, paid via payroll deductions: Legal Shield, Aflac, Flexible Spending Account (FSA) through TASC, Deferred Compensation through Mission Square and/or Ameritas

Additional Benefits

• Employee Assistance Program (EAP): Free and confidential support services.
• Personal Leave (PTO): Accrual of 176 hours annually, on a pro-rata bi-weekly basis.
  • Usable for vacation, illness, or personal needs.
  • Note: Bargaining unit members should refer to their respective Collective Bargaining Agreement (CBA).
• Paid Holidays: 13 paid holidays annually, including one floating holiday. Floating holiday must be used by the end of the fiscal year; not payable upon separation.

Retirement

• The City participates in the Florida Retirement System (FRS).
• Employees contribute 3% of gross salary, or a different percentage as may be required by amended state law, toward retirement benefits.