A 911 Call Taker/911 Dispatcher (Telecommunications Specialist) receives and prioritizes E 9-1-1 and non-emergency telephone calls from the public; processes information using a computer-aided-dispatch (CAD) system; dispatches appropriate emergency service agencies such as police, fire and emergency medical units; and monitors public safety units in the field. They also retrieve and enter computer data for emergency response personnel within the service area.
Essential Job Duties
- Receive, screen and prioritize emergency and non-emergency telephone calls for service from the public requiring law enforcement, emergency medical service (EMS), or fire department attention and relay to officers or command personnel, as appropriate.
- Operate a multi-frequency radio and computer-aided dispatch system, access and interpret teletypes, monitor alarms systems, operate playback audio recorders, operate TDD/TTY, operate security devices and other related communication equipment located throughout the Center.
- Must condense large amounts of information into readable, sensibly typed remarks in a timely manner and have the ability to recall numerous acronyms and codes essential to appropriate call processing.
- Evaluate information received and utilize protocols provided through the computer-aided dispatch system to determine appropriate action or actions to be taken.
- Work rotating shift work during evenings, nights, weekends, and holidays and must be available to work extended shifts and be subject to emergency callout(s).
- Must continually demonstrate a high level of mental stability and professionalism.
- Deal with sensitive information in a discreet and professional manner by maintaining confidentiality.
- Maintain a positive customer service attitude at all times with public, user agency members, co-workers and supervisors.
- Make rapid, accurate decisions that affect the outcome of other public safety services.
- Must be reliable and dependable and report for work on a consistent and predictable basis.
- Follow the chain of command per agency policy.
- Must be able to work effectively in a disciplined environment with close supervision and carry out lawful orders according to policies regardless of personal agreement.
- Graduation from high school or satisfactory completion of the General Education Degree
- Type minimum 35 WPM (after deductions for errors)
- Experience in computer data entry and retrieval of information
- Experience in dealing with the public
- Proof of eligibility to work in the United States of America
- Must be able to successfully satisfy a thorough personal history background check, which will include a criminal history check
- Must be able to pass a psychological exam
- Must be able to pass pre-hire drug testing