Emergency Communications Operator

Description

GENERAL PURPOSE:

The Emergency Communications Operator is responsible for handling routine and emergency 9-1-1 calls for service over various communications systems to Police, Fire, EMS, and other City departments. This position dispatches emergency response units; operates advanced computer system and related telecommunications machines and maintains related records. The operator assists the public by providing important and timely information and references to a variety of public service agencies. This work is performed under intermediate supervision - the incumbent performs a variety of routine work within established procedures and receives detailed instructions on new projects and assignments; work is reviewed periodically through observation and written reports for adherence to established policies and procedures.

Examples of Duties

ESSENTIAL FUNCTIONS:

NOTE: The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position or to reasonably accommodate individuals with disabilities.

Receive all incoming calls, screen, transmit information to appropriate authority (Police, Fire, EMS) or other appropriate personnel or agencies; operate teletype and computer aided dispatch systems; record and log all messages.

Maintain radio contact with authorities; receive and transmit messages; maintain records and logs of these contacts.

Prepare, type, file, copy, and maintain a wide variety of departmental correspondence; enter information into appropriate computer system; prepare and file departmental reports.

Research stolen property and criminal histories using FCIC/NCIC computer; update and maintain criminal records; perform license queries, registration queries, person queries, and other queries as needed.

Monitor video camera security system; perform equipment maintenance.

Receive non-emergency calls for service; direct caller to appropriate agency, if needed.

Perform other work as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Working knowledge of English, spelling, grammar, punctuation, and business correspondence.

Working knowledge of office terminology, methods, practices, procedures, filing systems, design, and maintenance and modern information systems and software.

Working knowledge of city streets and local area.

Working knowledge of network switches, routers, and firewalls.

Skill in the use of modern dispatch equipment including computers and radios.

Skill in interpersonal interactions to elicit critical information from sick, injured, and/or highly emotional individuals, who may be in a life-threatening situation.

Skill in the operation of modern office equipment, computers, and software, including Microsoft Office applications (Word, Excel, PowerPoint, etc.).

Skill in accurately and rapidly carrying out requests for information or assistance.

Ability to communicate and operate emergency 9-1-1 equipment.

Ability to speak clearly and concisely on telephone and on multiple radios.

Ability to think clearly and logically under stress.

Ability to obtain and maintain FCIC/NCIC and emergency medical dispatch certification.

Ability to maintain focus and flexibility with frequent interruptions; ability to follow up and monitor status of ongoing projects.

Ability to complete tasks in a timely manner, multi-task, organize work load, meet deadlines, follow-up and take tasks to completion.

Ability to complete work accurately with a high level of attention to detail.

Ability to communicate information tactfully and impartially, both in person and in writing with all staff, city officials, and the general public.

Ability to establish and maintain effective relationships with employees, supervisors, city officials, and the general public.

Ability to demonstrate proficiency in the City of Winter Park Core Competencies.

Ability to understand and follow oral and written instructions and keep accurate records.

This position is performed with working knowledge - the incumbent has ability to recall and apply important and commonly-used information from relevant source documents or information in a particular subject field.

Typical Qualifications

MINIMUM QUALIFICATIONS:

High School Diploma or equivalent.

One year of Call Center/Customer Service experience required.

Must be able to work shift work on days, nights, weekends, and holidays.

Must also pass a background investigation, polygraph examination, and psychological examination.

An equivalent combination of education, training and experience, which provide the necessary knowledge, skills and abilities and other competencies required for the position may be considered.

CERTIFICATIONS, TRAINING, SPECIAL REQUIREMENTS:

NOTE: All certifications must be current at the time of application, and must be maintained as a condition of continued employment.

Must obtain the following certifications within the first 12 months of hire: FCIC/NCIC Certification, Emergency Medical Dispatch, CPR certification, and Public Safety Telecommunications State Certification.

Supplemental Information

OTHER REQUIREMENTS:

Physical

This is light work requiring the exertion of 0 - 20 pounds of force occasionally and 0 - 10 pounds of force frequently to lift, carry, push, pull, and reposition objects.

Ability to traverse about an ADA accessible office setting, with or without reasonable accommodation.

Ability to remain stationary at a keyboard for extended periods of time and continuously operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.

Ability to manipulate objects and demonstrate small, precise movements repetitively.

Environmental

Tasks are regularly performed in an office setting without frequent exposure to adverse environmental conditions.

Sensory

Tasks require the manipulation of objects and demonstration of small, precise movements, the ability to detect and distinguish various features of one's surroundings, and the ability to effectively communicate and exchange information with others.

The does not constitute an employment agreement between the City and employee and is subject to change at any time by the City as the needs of the City and requirements of the job change.