SUPERVISED BY:
Lead Telecommunicator
911 Deputy Director
Director
SUPERVISES:
None
POSITION SUMMARY:
Under the direct supervision of an assigned Lead Telecommunicator and the general supervision of the Deputy Director and Director, the Public Safety Telecommunicator answers and processes emergency and non-emergency calls for law enforcement, fire, medical, or other emergency services; dispatches calls for service and maintains radio communications with all public safety agencies; receives and processes queries thru criminal justice and Law Enforcement Information Network (LEIN) systems. This position performs an essential public safety function and shall be available for work in all conditions and in the event of an emergency.
ESSENTIAL JOB FUNCTIONS:
An employee in this position may be called upon to perform the following essential functions: These examples do not include all the duties the employee may be expected to perform. The omission of duties does not exclude them from the classification if the work is similar, related, or a logical assignment.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
1. Demonstrate clear and effective communication.
2. Process calls for assistance received on all designated communications systems.
3. Accurately record information provided by callers.
4. Question callers to determine the location and nature of the problem and accurately classify the call as an emergency or non-emergency.
5. Simultaneously perform various tasks while receiving multiple audio and visual sources (channels, talk groups, monitors, etc.). This includes quickly and effectively answering multiple communications requesting assistance and appropriately prioritizing those requests.
6. Identify the most appropriate responding agency and the priority of the call. Locate and dispatch the most appropriate resource following established response procedures.
7. Document appropriate narrative data for dispatch. Document information received on an “open line” call and determine whether the open line is a call or a TDD/TTY device. Continue to document traffic from field units and update unit status as appropriate.
8. Identify and communicate scene and responder safety concerns.
9. Provide updates on calls when applicable.
10. Maintain a professional tone and manage calls/incidents accordingly during
emergencies and non-emergency situations.
11. Identify and mitigate caller safety concerns.
12. Communicate with callers from various backgrounds who vary in ethnicity, age,
race, gender, and mental abilities and may be under the influence of alcohol/drugs. Utilize foreign language interpreter service as applicable.
13. Process information from callers who cannot or will not provide appropriate and
necessary information to initiate an incident.
14. Receive and process calls transferred or relayed from other agencies.
15. Prioritize pending calls for service. Be cognizant and aware of potential duplicate
and/or related calls.
16. Re-contact disconnected callers to determine the nature and location of the call
event.
17. Operate text, TDD, and TTY equipment to process calls from hearing or speech
impaired individuals in need of service.
18. Possess and maintain knowledge of inter-agency and respective public safety agency policies and procedures.
19. Provide callers with pre-arrival/post-dispatch instructions per established
protocols, policies, and procedures.
20. Refer or process internal complaints and/or requests for repair or service of agency equipment and systems.
21. Process and prioritize various information requests using local, state, federal, and international databases.
22. Receive, document, and disseminate additional requests for information and
resources.
23. Disseminate to other agencies pertinent information using various methods of
communication.
24. Monitor equipment alarms. Monitor other alarms from outside sources if
applicable.
25. Coordinate, document, and track the response of mutual aid resources.
26. Immediately respond to requests for backup units.
27. Brief on-coming relief personnel of shift activity and status of units.
28. Obtain and maintain appropriate and required certifications
29. Performs other duties as required.
This list may not include the total scope of the job functions. Duties and responsibilities may be added at any time.
REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND MINIMUM QUALIFICATIONS:
The requirements below represent the knowledge, skills, abilities, and minimum qualification
necessary to perform the position's essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the job.
Requirements include the following:
· High school diploma or equivalent and at least one year of progressively
more responsible experience in customer service and communication, preferably in a communications/telephone capacity in a public safety environment.
· CCCD, at its discretion, may consider an alternative combination of formal
education and work experience.
· Valid Michigan Vehicle Operator’s License.
· Upon completion of successful training requirements, must complete LEIN certification, emergency medical dispatch (EMD) certification, CPR, and Standards of Training as adopted by the Department of Licensing and Regulatory Affairs, Michigan Public Service Commission by sections 408*4) © and 413 of 1965 PA 32, MCL 484.1408 and 484.1413.
· Ability to learn and utilize applicable emergency telecommunications systems, radio
communication technology, computer-aided dispatch systems and equipment
related to emergency management programs under stressful situations.
· Ability to effectively communicate and present ideas verbally and in writing.
· Ability to establish effective working relationships and use good judgment,
initiative and resourcefulness when dealing with emergency callers,
representatives of other governmental agencies, professional contacts, elected
officials, and the public.
· Ability to effectively communicate and present ideas verbally and in writing.
· Ability to behave and communicate in a manner that promotes a positive and
professional work environment.
· Ability to assess situations, solve problems, work effectively under stress, and
changes in work priorities, within deadlines, and in emergencies.
· Skills in using office equipment, technology, computer software and programs. Programs currently used include Microsoft Suite, database entry and maintenance, GIS mapping, Law Enforcement Information Network (LEIN), and dispatch communication software.
· Must pass a typing test with a minimum of 30 words per minute.
· Ability to work non-traditional work hours, including significant and mandatory
overtime, and respond to emergencies on a 24-hour basis.
· Must pass criminal, physical, drug screen, and other background checks as required by Employer policy.
(The abovementioned qualifications are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.)
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here represent those an employee encounters while performing the job's essential functions.
The job duties require an employee to work under stressful conditions. While performing the duties of this job, the employee is regularly required to communicate with others in person and by telephone, read regular and small print, view and produce written and electronic documents, and enter data on a computer keyboard with repetitive keystrokes. The employee must be mobile in an office setting, stand, sit, stoop, kneel, and use hands to finger, handle, feel, and reach with hands and arms. The employee must occasionally lift or push/pull objects up to 15 lbs. without assistance.
The typical work environment: The 911 Center is open 24/7. The work can be intense and stressful, and shifts that include nights, weekends, and holidays are required to provide round-the-clock coverage. The noise level will vary from quiet to moderate.
(This job requires the ability to perform the essential functions contained in this description, including, but not limited to, the requirements listed above.)
Job Type: Full-time
Pay: $44,138.00 - $54,031.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
