JOB DESCRIPTION

The 911 Public Safety Telecommunicator Trainee is a training level position intended for individuals with little or no comparable public safety dispatching experience. A 911 Public Safety Telecommunicator Trainee who successfully passes the training program and orientation period will advance to 911 Public Safety Telecommunicator, which is the initial full-working level. Trainee must successfully obtain a State of Florida DOH 911 Public Safety Telecommunicator Certificate, FCIC/NCIC Full Access Certification, 40-Hour Basic Telecommunicator Course Certification, Emergency Medical Dispatch Certification, Emergency Fire Dispatch Certification, and CPR Certification.

Under close direct supervision, the 911 Public Safety Telecommunicator Trainee will receive extensive training, on-the-job instruction, and hands-on training in public safety call taking for law enforcement, fire services, emergency medical, and other services. Throughout training, trainees are expected to show progressive growth and ability to apply complex rules, procedures, and policies to all work situations.  At the end of training and orientation, trainees must demonstrate and maintain working competence in the full range of law enforcement, fire, and medical call taking functions.

*Applicants with substantially comparable public safety telecommunications experience with a State of Florida DOH 911 Public Safety Telecommunicator Certificate, CPR Certification, and having at least one of the following: EMD Certification, EFD Certification, or NCIC/FCIC Full Access Certification; may be hired as a PST. Applicants must demonstrate proficiency, as detailed below, by the end of the initial orientation period and must have completed a minimum of 6-months of recent PST communications and dispatch experience.

WORKING CONDITIONS

Work is performed in an indoor, open-space environment, and stationary setting.  Trainees work with and are surrounded by computerized control panels that require detailed dexterity. The majority of time is spent in a seated position; however, Telecommunicator has freedom to stand and move in a limited area.  Trainees are expected to manage over-the-phone interactions and confrontations with angry, hostile, depressed, and/or otherwise emotionally distraught members of the public.  As a result, work requires quick, independent action, and alertness in emergency and possible life-threatening situations. Work entails extensive keyboarding and manual dexterity and also entails regular reaching, stretching, and lifting of standard dispatch supplies and materials, such as maps, binders, and flip cards.

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position. 

Essential Physical Skills/Demands

Hearing and Speaking:

Hear, understand, and respond to verbal information in person, by phone, and by radio, including difficult to understand callers

Be fluent in and understand written and verbal instructions in English

Additional language aptitude is desirable

Hear, understand, and respond using radio transmitters and receivers, radio consoles, telephone / radio headsets, multi-line telephone systems, and complex communications equipment

Seeing and Reading:

See, read, and understand written information and instructions in all forms, including handwritten, hard copy, or electronic communications formats

See and use all related communications equipment including radio transmitters and receivers, radio consoles, telephone/radio head-sets, multi-line telephone systems, lease line teletypes, computer consoles, and data communications terminals

See color differentiation as necessary to distinguish color variations on maps, computer screens, and radio consoles

Mental acuity and alertness:

Understand, respond to, and apply complex concepts, information, and instructions including policies, procedures, laws, and regulations

Engage in frequent interpersonal interactions that are stressful or sensitive in nature

Handle difficult interpersonal interactions and complaints with tact and diplomacy

Manage and accomplish multiple priorities and diverse responsibilities with a high level of accuracy

Think and apply judgment, discretion, and initiative in accomplishing work

Work effectively despite sleep pattern disruptions as a result of rotational and/or irregular shift work and overtime

Stamina, ability to regularly and reliably work long shifts.  (12-hour shift as required by staffing levels; extended shifts are also necessary on occasion).

Manual dexterity and typing:

Extensive use of computers, keyboards, office equipment, and similar specialized technical and electronic equipment commonly found in communications centers

Perform multiple tasks requiring manual dexterity at the same time

Write legibly

Physical dexterity:

Sit for extended periods of time; stand or walk as necessary

Sit for extended periods of time particularly during high stress situations

Stretch, reach, or lift objects or materials that may be up to 10 pounds in weight

Essential Functions

Trainees must successfully complete each progressive 911 Public Safety Telecommunicator training phase and successfully apply knowledge, skills, and abilities to the work as follows:

Receive and transmit telephone and radio emergency calls, as well as non-emergency calls and complaints or inquiries from the public

Assess and appropriately respond to a caller’s emotional state

Evaluate and prioritize calls based on urgency

Respond to requests from emergency response personnel

Operate multi-line phone and teletype systems, computers, data communications terminals, and other complex communications equipment to quickly and correctly access information and respond to requests from law enforcement, fire and EMS

Record the nature and source of incoming and outgoing telephone messages

Study and maintain familiarity with major roads, streets, industrial plants, and buildings

Perform other related tasks and duties as required for this skill level and as assigned by Supervisor

Required to work during a local declared state of emergency

Training and Experience

All candidates must meet the following minimum qualification requirements:

At least 18 years of age at the time of hire

Able to legally work in the United States

Possess a High School diploma or GED Certificate of Completion

At least one-year of continuous work experience

Ability to successfully complete all recruitment and selection components including, but not limited to, criminal history background to satisfy Florida Department of Law Enforcement standards for NCIC/FCIC operators, and all pre-employment screenings

Ability to successfully complete pre-employment testing (scheduled via 911 Telecommunications after application is received.

Knowledge, Skills and Abilities

Trainees must either possess or gain the following during the course of the 911 Public Safety Telecommunicator Trainee program and through the orientation period:

       Knowledge of:

Current techniques, policies, and procedures of public safety call taking

Columbia County geography, including all cities and townships, major highways, streets and key buildings and landmarks

Ability to:

Successfully obtain State of Florida DOH 911 Public Safety Telecommunicator Certificate, FCIC/NCIC Full Access Certification, Emergency Medical Dispatch Certification, Emergency Fire Dispatch Certification

Complete a CPR course

Perform extensive data entry and data retrieval from visual and /or audio sources

Understand and execute complex oral and written instructions

Demonstrate appropriate interpersonal communications skills for public safety communications

React quickly and correctly to emergency calls and situations

Learn and correctly apply detailed procedures and policies both in structured situations, such as emergency medical dispatch (EMD), and in non-routine situations that require independent judgment, critical thinking, and application of complex and varied procedures and policies, such as law enforcement dispatching

Learn, retain, and use knowledge of Columbia County geography in the course of work

Operate computerized equipment including computer aided dispatch (CAD), enhanced 911 (ANI/ALI), and automatic vehicle location (AVL) programs

Receive and accept regular feedback and constructive criticism without being defensive

Dispatch public safety personnel and equipment safely, quickly and efficiently

Relay messages exactly as received

React quickly and calmly in emergency situations and adopt effective courses of action

Perform call taking and dispatching work by phone, radio, and using other standard communications center equipment

Assess emotional state of callers; respond correctly to emergency and routine situations

Prioritize calls based on urgency

Apply appropriate initiative, discretion, and judgment in the work

Apply available guidelines, policies, or procedures in diverse situations

Develop and maintain effective working relationships with the public, coworkers, supervisors and managers, user agency stakeholders, and officials from other jurisdictions, department or agencies

Perform work under stressful or emotional conditions

Work any assigned shift, including day, swing, or graveyard and work all days of the week including weekends and holidays

Work under pressure in a loud, multitasking environment

Work mandatory overtime as needed and assigned