Description
GENERAL DESCRIPTION:
The 911 Public Safety Telecommunicator is responsible for receiving and processing emergency and non-emergency calls for assistance, dispatching appropriate services, and maintaining accurate records. This role requires exceptional communication skills, the ability to remain calm under pressure, and adaptability to rapidly changing technology and procedures. Duties require the ability to quickly determine the nature of the crisis from information provided by emergency personnel or the public and initiate appropriate action. Employees must be available to work any shift, holidays, weekends, and overtime as required. This position will handle dispatch services for Fire, Emergency Medical Services (EMS), Animal Services, and after-hour support for government entities.
Essential Job Functions
ESSENTIAL JOB FUNCTIONS:
- Answer and prioritize emergency and non-emergency calls, accurately recording information and providing appropriate assistance. May need to transfer callers to other emergency response agencies as needed following prescribed standard operating procedures (SOP).
- Must undergo and complete appropriate training to develop the necessary skills to be able to react and meet the expectations of any caller (highly emotional, frightened, hysterical, children, elderly, suicidal, non-English-speaking, intoxicated, hearing or speech-impaired, disoriented, specials needs, or chronic callers).
- Coordinates with units as needed, ensuring timely incident response.
- Maintains communications with all Fire & EMS, and Animal Services units. Monitors, receives and broadcasts calls on multiple radio talkgroups; dispatches required units according to established procedures.
- Stay current with new communication and emergency response technologies, participate in ongoing training and skill development, and fulfill continuing dispatch education requirements.
- Maintain detailed and accurate records of all calls and dispatches.
- Provide clear and effective communication with callers, offering reassurance and guidance until help arrives.
- Work closely with other public safety departments and agencies to ensure efficient and effective emergency response.
- Remain composed and professional during high-stress situations, providing critical support and decision-making.
- Provides accurate and rapid processing of routine and emergency calls, which requires following scripted triage protocols to provide lifesaving pre-arrival instructions.
- Allocates resources appropriately, as the need arises by applying appropriate decision-making rules and approved protocols.
- Operates communications and associated peripheral equipment to dispatch units and enter call records into a computer-aided dispatch system (CAD). Must be able to seamlessly transition between multiple software programs, utilizing different keyboards and mice simultaneously to obtain and process information efficiently within the center.
- Takes complaints, reports issues to supervisor, and documents as required.
- Depending on the severity of an incident, a PST may need to participate in post-dispatch activities.
- Must meet service level agreements (SLAs) or benchmarks as defined by best practice organizations.
- In case of an emergency or crisis (hurricane, flood, etc.), the position must respond/perform recovery duties as assigned by the immediate supervisor. All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.
- Maintains regular physical attendance during work hours as assigned at one of the County's offices or work facilities with the ability to work evenings, nights, and holidays as required. Required to work flexible schedules, including evenings, weekends, holidays, standby, and mandatory overtime.
(These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related marginal duties as requested.)
Minimum Qualifications
MINIMUM QUALIFICATIONS:
Knowledge, Skills, And Abilities
- Knowledge of radio communications rules and regulations governing radio transmission. Knowledge of basic radio receiving and transmitting operations, equipment, and proper radio and telephone procedures.
- Knowledge of Sumter County geography; adjoining counties, roadway networks, major intersections, important attractions, buildings, industries, and subdivisions.
- Knowledge of basic medical and fire terminology.
- Ability to react calmly and handle emergencies promptly.
- Ability to interact with excited persons calmly to secure essential information about emergencies.
- Ability to speak in a clear, well-modulated voice and deal with the public in a firm, courteous, tactful, and impartial manner.
- Ability to maintain clear, accurate, and detailed accounts of operations.
- Ability to make sound decisions during stressful situations.
- Ability to learn to operate radio and telephone transmitting and receiving equipment.
- Ability to communicate effectively, both orally and in writing, and to listen and understand.
- Ability to sit at a console for extended periods.
- Ability to communicate effectively using verbal, written, and visual communication.
- Ability to operate a computer and utilize the related software programs.
- Ability to follow established protocols and follow the chain of command.
- Ability to maintain flexibility and adaptability when performing tasks and duties in a dynamic environment.
- Ability to establish and maintain effective working relationships with others.
Education And Experience
- Graduation from an accredited high school or possession of an acceptable equivalency diploma.
- One (1) year of experience working in a fast-paced, high call volume commercial or government public safety dispatching/call-taking facility is preferred.
Licenses, Certifications, Or Registrations
- Valid Florida Driver's License and a driving record acceptable to the insurance provider.
- Required National Incident Management System (NIMS) certifications within six (6) months of employment.
- Must possess and maintain the Florida Public Safety Telecommunicator Certification within one (1) year of employment
- Must possess and maintain Cardiopulmonary Resuscitation (CPR) certification within six (6) months of employment.
- Must possess and maintain Emergency Medical Dispatch (EMD) certification within six (6) months of employment.
- Must possess and maintain Emergency Fire Dispatch (EFD) certification within six (6) months of employment.
Supplemental Information
Essential Physical Skills
- Must be capable of reaching all communications control panels and reference materials in the communications center.
- Acceptable vision (with or without correction)
- Acceptable hearing (with or without correction)
- Walking
- Standing
- Bending
- Stooping
- Must be able to operate a motor vehicle
ENVIRONMENTAL CONDITIONS:
- Work is performed in a fast-paced, high call volume call center environment.
- Work is occasionally performed in and around a fire station or fire department training labs/grounds.
Reasonable accommodation will be made for otherwise qualified individuals with a disability.
FLSA Non-Exempt Status
Reviewed: 10/01/2024
Click here to explore our full benefits package!
Sumter County employees with full-time status are eligible to receive medical, dental, short-term disability, and life insurance benefits. Vision, dependent coverage, and additional voluntary insurance benefits are available through payroll deduction at the employee’s expense. Sumter County participates in the Florida Retirement System (FRS) and contributes based on current legislative requirements. Additional benefits include 11 Paid Holidays, paid time off (PTO), and educational assistance reimbursement.
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Did you graduate from an accredited high school or have an accepted equivalency diploma?
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Do you have one (1) year of experience working in a fast-paced, high call volume commercial or government public safety dispatching /call-taking facility? (Preferred)
