Job Summary
This critical role serves as the vital communication link between the public needing help and emergency services response. Telecommunicators are typically the first point of contact when a person reaches out for help. This entails a candidate to be able to work independently in a high-stress environment while receiving and evaluating incoming emergency and administrative requests for services, including but not limited to law enforcement, fire, and emergency medical services (EMS); triaging those requests for service; providing guidance and assistance to the public in life-safety situations; and coordinating appropriate responses to high-risk, high-stress operations, with the objective of keeping all participants safe.
Essential Duties & Responsibilities
The primary responsibility of the PST is to protect citizens and emergency responders during the emergency incident. These include:
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Screening requests for emergency services; answering them professionally, recognizing if a call is received from telephone, text, video, or an automated data feed.
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Using appropriate technology to communicate with callers.
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Using knowledge of law enforcement, fire, and EMS protocols and interpreting sensor data to triage, prioritize, properly categorize, and initiate the correct emergency response.
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Demonstrating clear and effective communications with active listening, call control, judgment, respect, and empathy with callers that range from calm to panicked.
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Managing challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers.
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Ability to prioritize multiple events based on available resources—critical thinking.
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Utilizing language interpretation services and coordinating with mental health resources for appropriate contacts with callers who have mental health or language barriers to receiving help.
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Using text-to-911 to communicate effectively with callers.
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Interpreting caller location by using geographic knowledge, tools, and location tracking capabilities when available.
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Interpreting automatic number and automatic location data provided by the emergency communications phone system and verifying data using mapping software for accuracy and reliability.
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Maintaining communications during life-threatening emergencies, providing safety/lifesaving instructions, and maintaining control of the conversation until field units arrive on scene.
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Documenting incident details quickly and accurately to establish incident urgency, categorizing the incident type, and obtaining the proper help for the caller.
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Relaying initial information for dispatch accurately, reviewing the call for service details, and assuming incident command until first responders arrive.
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Conducting health and safety status checks of responders and using other available technology to ensure on-scene responders’ safety.
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Documenting thoroughly and accurately all incident activities while maintaining awareness of scene activities.
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Operating emergency, administrative, and backup telephone communications systems effectively.
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Facilitating the transferring of calls to the appropriate resources and performing conference calls with entities, such as but not limited to poison control centers or translation services.
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Interpreting and understanding local and regional geography to quickly and accurately identify the location of the emergency to improve response times of field responders.
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Operating a sophisticated workstation comprised of multiple computer systems, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, as well as communications systems such as radio dispatch consoles and recording systems.
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Managing chain of custody for records and documentation used in court proceedings and legal discovery.
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Maintaining a calm demeanor under chaotic and stressful circumstances, multiple conversations, and frequently noisy environments.
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Completing training, certifications, and competencies as needed by actively seeking training, completing the training and certifications required for assigned PST positions, and completing continuing education and career development as necessary.
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Following established agency policies and procedures, being aware of liability to the agency, and adhering to federal disclosure and privacy laws.
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Using debriefing tools, stress management techniques. and critical incident response models to deal with mental or emotional strain or tension resulting from adverse or very demanding circumstances.
Minimum Qualifications
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A high school diploma or GED
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Dependable, self-motivated, and team-oriented, with a desire to provide a service to the community.
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Working knowledge of Windows-based software and various other computerized electronic, telecommunications equipment
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Flexibility to adapt to changes.
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Have great attention to detail and empathy towards the customers’ needs and concerns.
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Must be able to adapt and function, without reservation, in high stress situations.
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Must pass a background investigation that meets all local, state, and federal requirements as well as to be without felony convictions.
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Must be able to perform essential job functions (reasonable accommodation may be made on a case-by-case basis)
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Must have never committed, been involved in, or been convicted of a felony or serious misdemeanor.
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Must be able to work on a rotating schedule, including nights, weekends, and holidays to ensure 24/7 coverage.
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Must be able to obtain and maintain the following licenses and certifications within a given time frame:
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Basic Telecommunicator Course that includes: Telecommunicator roles and responsibilities, 911 call processing, Radio communications, Emergency management, Emergency communications technology, Legal concepts, Interpersonal communications, Stress management, Quality assurance.
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Criminal Justice Information Services (CJIS) Security Training
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Certification in CPR
Physical Requirements & Work Environment This work is sedentary and requires little to no exertion of force. Work regularly requires speaking and hearing, frequent sitting, use of hands to handle or feel, reaching with hands and arms and repetitive motions. Work requires close vision, distance vision, ability to adjust focus, depth perception, and peripheral vision. Vocal communication and hearing is required. Work requires exposure to loud noises, extreme emotions, and stressful environments. Work is generally indoors and in a moderately noisy location surrounded by others talking on the phone or radio.
Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. The employee deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction. The PST may be asked to work scheduled shifts at any time of the day and on weekends and holidays. Must be able to cope in a safe manner with stressful situations, emotional callers, irate responders and unprofessional contacts. Under unusual circumstances, the PST may be required to perform duties at or near the scene of any emergency.
Employment Requirements
The City of Corsicana has established the goal of a 100% drug and alcohol-free workplace. Applicants will be required to undergo drug and alcohol testing prior to employment and will be subject to further drug and alcohol testing throughout their period of employment. Must have and maintain a valid Texas Motor Vehicle Driver’s License. Must have and maintain a satisfactory driving record. Punctuality and regular attendance is required. Must satisfactorily complete a one-year probation period.
Benefits
When you join the City of Corsicana, your compensation extends far beyond your hourly wage or annual salary. Our comprehensive benefits package represents a significant investment in every employee's financial security, health, and future retirement.
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Medical, dental, and vision insurance
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Basic life insurance equal to 1X the employee’s annual base salary up to $100,000 and Supplemental Death Benefit equal to 1X the annual base salary, reduced to $7,500 after retirement through the retirement system (TMRS)
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Optional additional insurance policies
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Retirement through Texas Municipal Retirement System (TMRS) with a 7 % employee contribution and a 2:1 City match
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Optional tax deferred supplemental 457B plan
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Employees accrue sick leave at a rate of one workday for each month employed
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Employees accrue vacation leave at rates dependent upon years of service
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Employees receive one day each fiscal year for personal leave
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The City observes 13 paid holidays
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Longevity pay equal to $6.00/month times length of service with the City of Corsicana.
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Wellness pay
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Bereavement Leave
More information on City benefits can be found here: City Benefits Summary
Applications must be completed to be considered for employment. You may submit your application by applying online Completed PDF applications can be submitted by email to Allie Hocutt ([email protected]) or PJ McFadden ([email protected]), by fax at 903.654.4820, or in person at the Corsicana Government Center, Human Resources Office, 200 N. 12th Street, Corsicana, Texas. The City of Corsicana is an equal opportunity employer.
