JOB Accountable for receiving and processing both emergency and non-emergency calls by; providing appropriate pre-arrival instructions; entering data into a computer-aided dispatch (CAD) system; evaluating situations and making decisions as to the assistance and needs of callers based on training, standard operating procedures, and agency guidelines; performing queries through the local public safety systems; operating assigned Communications Operations Bureau (COB) radio positions: the FCIC/NCIC computer and teletype radio, the law enforcement dispatch radio, and/or the fire-rescue dispatch radio; and perform their duties in accordance with ACSO operational policies.
Within one (1) year of hire, the Telecommunicator must train and demonstrate proficiency in at least one (1) of the following positions: call-taking, teletype, law enforcement (ASO and/or GPD) dispatch, or fire-rescue dispatch.
This position is required to train for duties on other positions based on staffing needs and as training opportunities become available. Personnel in this classification may be required to act as trainers for positions in which they are certified. Work requires independent judgment, initiative, and a calm presentation.
Personnel assigned to this classification report to the Combined Communications Center (CCC) Shift Supervisor. Performance is evaluated through observation, quality assurance reports, and appropriate employee performance appraisals. SUPPLEMENTAL INFORMATION
- Knowledge of local, state, federal laws and applicable civil laws
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Fire, EMS, law enforcement and communications call taking policies and communications policies and procedures
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Maintain familiarity with Standard Operating Procedures (SOP), Call Handling Guide (CHG) and appropriate resources to acquire thorough knowledge of CCC operations and procedures
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Operate a computer aided dispatch system (CAD) and a computerized telephone system
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Accurately and quickly record information into CAD
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Utilize proper telephone techniques; follow guidelines for answering emergency and non-emergency calls; assess requests and prioritize them appropriately
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Answer emergency calls within 10 seconds, non-emergency and direct speed dial calls from the public and other agencies, obtaining and providing critical information, life-saving medical and safety instructions
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Interview callers to obtain information necessary to affect the appropriate law enforcement, fire, and EMS response and to utilize the correct call handling procedures and telephone instructions
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Ability to concentrate on and address more than one thing simultaneously
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Maintain familiarity with the geographical area of Alachua County and the various addressing system and can locate addresses, major roads, streets, hospitals, schools, churches, buildings and other landmarks on a map
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Maintain high level of situational awareness
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Acknowledge and respond to field resources telephone requests, handle assigned tasks in the communications center in an expeditious manner, and process the call for service or request for assistance in accordance with established procedures
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Able to control conflict; speak with authority and confidence in a calm, clear voice, properly select words, take control of a call and elicit necessary information
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Maintain confidentiality of sensitive information
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Testify in court and represent the Alachua County Sheriff’s Office with a positive, professional image
