JOB This is a communications position in the Emergency Communications Department with responsibility for answering emergency and non-emergency calls for police, fire, and emergency medical services and efficiently relaying the information to Dispatchers. This job involves an unusual working environment which includes: the stress of daily contact with life and death situations such as fires, murders, rapes, and assaults in progress; sitting for long periods including times with little call activity; having to remain calm and in control when speaking to people who are screaming, crying, or hysterical; being polite to people who are angry, abusive, or use foul language; strict adherence to rules and regulations; close supervision and constant evaluation of job performance. Employees are expected to work on a wheel schedule, involving various shifts which cover day and night hours and to work overtime as needed. Work is performed under direct supervision in accordance with a prescribed routine. Related work is done as required. EXAMPLE OF DUTIES
- Receives complaints and reports of incidents for fire, police, and emergency medical services by telephone wearing a headset;
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Answers text to 911 calls;
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Controls telephone conversations to obtain necessary information, following policies and procedures;
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Records information from callers manually and delivers to dispatchers, when computer is not functioning;
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Inputs information from callers or users agencies into computer, using typewriter style keyboard;
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Determines appropriate call type and course of action, based on the nature of the complaint and its priority;
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Follows appropriate EMD Protocol scripts to obtain and provide information;
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Maintains contact with caller during life-threatening situations and provides instructions until units arrive;
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Returns hang-up calls to determine if emergency services are required;
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Answers TTY (for the deaf) to provide services;
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Operates call check (tape recorder) to verify accuracy of information or information not understood,
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Directs non-emergency calls to the appropriate agency;
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Trains new Telecommunicators;
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Initiates searches of computer files, using a keyboard;
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Directs non-emergency calls to the appropriate agency;
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Testifies in court as needed;
