Public Safety Telecommunicator

CONVERSE COUNTY JOINT COMMUNICATIONS CENTER

POSITION DESCRIPTION
JOB TITLE:  Public Safety Telecommunicator                      DEPARTMENT: Joint Communications
REPORTS TO:  Public Safety Communications Supervisor     SALARY:  $48,921.60 annually ($23.52/hr), DOE
CLASSIFICATION:  Salaried, Non-Exempt                               STATUS:  Full-Time
SUPERVISES:  none                                                                FUNDED BY:  County / CityJOB SUMMARYPublic Safety Telecommunicator is defined as a contract, part-time, trainee, probationary, or full-time front-level classification. The Public Safety Telecommunicator trains in and performs a variety of routine and complex duties required to operate a multi-agency, multi-jurisdiction dispatch and 9-1-1 call center.
 DUTIES AND RESPONSIBILITIESEssential Duties:

• Answer, evaluate and prioritize incoming emergency and non-emergency phone calls on multiple phone lines.  Clearly and articulately question callers to determine their location and the nature of their problem(s) or request(s) to determine type of response needed. When certified, provide emergency medical instruction to callers.  Resolve routine inquiries.  Conference parties when applicable.  Refer calls not requiring dispatch to appropriate departments or agencies.
• Operate computer-aided dispatch (CAD) system with speed and accuracy to document telephone, radio, field activity and to create calls for service.  Receive and comprehend information received from a variety of sources, often simultaneously, including but not limited to telephone, radio and in-person verbal and nonverbal communications, as well as written information in both hard and electronic forms, entering appropriate information into the CAD system as it is received.
• Determine response requirements and relative priorities of situations, and dispatch units in accordance with established departmental protocol and procedures, instructions from a superior, or by individual judgment if required by the situation.  Display sound multi-tasking and decision-making capabilities.
• Operate radio and paging equipment to dispatch the appropriate law enforcement and/or other first responder field units to routine and emergency requests for service.  Monitor primary (e.g., law enforcement, Fire, Ambulance Service, search, and rescue) and support (e.g., emergency management, public works, hospital, school district) radio frequencies, receive and reply clearly and articulately to radio traffic from field units. Remain apprised of information and developing situations via the radio system.
• Deal with excited, hysterical, agitated, angry, emotional, or unpleasant callers on a regular basis.  Perform crisis intervention with distraught callers during high-risk situations until appropriate emergency field units arrive on scene.  Conference non- English-speaking callers with language line services for assistance whenever necessary.
• Gather all necessary information vital to officer response and safety.  Monitor status displays and computer screens and accurately maintain contact, status, and location of public safety personnel and equipment. 
• Record details of calls, dispatches, and messages.  Responsible for the precise and accurate recording, retrieval, interpretation, and dissemination of information.  Relay information and messages to and from public safety personnel, public safety agencies, and all other individuals or groups requiring notification.
• Display strong interpersonal skills.  Enable a positive and professional working environment.  Work effectively with a wide range of other people, departments, and agencies, maintaining professionalism and cooperation to achieve results.
• Use research skills in accessing a wide range of computer systems, files, and records to provide public safety-first responders, citizens, and departmental personnel across agencies with pertinent or requested information. 
• Enter, update, and retrieve information in/from teletype networks and computerized data systems regarding such things as criminal histories, wanted, protected or missing persons, stolen property or vehicles, and driver’s license or vehicle registration.  Maintain associated paper and computerized logs.
• Maintain access to, and security of, highly sensitive materials.   Maintain confidentiality of information created or encountered in the performance of assigned duties consistent with applicable Federal, State, County and agency rules and regulations.
• Develop and maintain geographic knowledge of Converse County, including but not limited to the location of roads, streets, highways, landmarks, waterways, recreation areas and jurisdictional boundaries.   When necessary, read, interact with, and effectively interpret small and large-scale maps from computer screens or paper-based maps to determine location and provide directions.
• Complete paperwork as required, such as for arrests.  Update and maintain alarm information in the Computer Aided Dispatch system.  Regularly review assigned email account for messages, reply to messages or take other action as necessary. 
• Maintain familiarity with alternate dispatch location(s) and equipment and staff and operate such as needed or requested in the case of dispatch evacuation or critical incidents.  Develop and maintain knowledge of evacuation policies and procedures.  Develop and maintain knowledge of Emergency Operations and incident command system procedures.
• Develop and maintain knowledge of county and departmental policy and procedures; adhere to such.  Develop and maintain knowledge of county and agency mission statements, values, and goals, perform duties in line with these directives.
• Receive ongoing training; complete such training in a timely manner.  Learn material and pass tests as required, such as for certification.
• Work a varying schedule to include but not limited to, varying hours, holidays, weekends and nights, and overtime when required.
• Prioritize and effectively manage workload consisting of numerous and varied duties listed above, often presented simultaneously.

Other Duties:

• Conduct special projects and assignments as designated.  When required, provide Court testimony, and serve as an expert witness concerning call records and content.
• Maintain files of information relating to emergency calls such as personnel rosters and emergency call-out and notification files.
• Monitor City and County Department alarm systems. 
• Exercise control of doors within the public areas of the Converse County Joint Center and detention when required. 
• Exercise control of county-wide public warning sirens when required.
• Maintain a current Notary Commission in the state of Wyoming.
• Sit on interview boards as needed.

 EDUCATION, EXPERIENCE AND TRAINING

• Minimum Education:  High School Diploma or GED.
• Work Experience:  Prior dispatch or customer service experience beneficial but not required.
• Training or Certification: No previous training or licensing required. 
• Within the first year of employment incumbents must obtain:
  • Wyoming Dispatch Basic Certification
  • First Aid/CPR certification
  • Emergency Medical Dispatcher certification.
  • ICS 100 and 700 Certifications

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of customer service and public relations principles and processes.  Ability to perform with a high standard of customer service, professional conduct, and civic responsibility.
• Knowledge of related internal and external departmental operations, policies, procedures, and protocols.  Ability to apply knowledge of protocol and procedures to daily operations. 
• Knowledge of emergency medical dispatch protocols and ability to read and relay such to callers.
• Knowledge of radio protocols and ability to operate radio console equipment.
• Knowledge of computer equipment and software applications, including knowledge of current technological capabilities and applications.  Ability to utilize a broad range of hardware and software applications in the performance of job duties.
• Knowledge of the geography of Converse County, including primary roads, streets, highways, major buildings, and various agency jurisdictions.  Ability to read maps accurately and rapidly.
• Knowledge of seldom used procedures.  Ability to apply knowledge of such procedures when required.
• Skill in scanning software displays for new information.  Skill in quickly recognizing and responding to information requiring attention.
• Skilled in interpersonal relations.  Ability to work cooperatively with other personnel, departments, and outside agencies and to establish and maintain tactful, courteous, and effective working relationships with those contacted in the course of work, including the public.  Ability to work in a team-based environment and achieve common goals. 
• Skilled in independent thinking, attention to detail, and decision-making capabilities.
• Ability to remain calm under pressure, exercise good judgment and make quick, sound decisions with little information in emergency situations.  Ability to analyze situations quickly and accurately, while taking effective action to assure public safety provider and citizen safety. 
• Ability to understand and prioritize information received through auditory means.
• Ability to distinguish and comprehend simultaneous communications from several sources.
• Ability to effectively interrogate callers to retrieve necessary information.
• Ability to remain calm in stressful situations while providing directions to others.
• Ability to use computer and handset based telephonic equipment.
• Ability to operate software- and hardware-based telephone equipment and functions such as hold and resume, call transfers, conferences, etc.
• Ability to use deductive reasoning and problem solving.  Ability to utilize analytical skills and apply results.
• Ability to follow directions. 
• Ability to deal with excited, hysterical, agitated, angry, emotional, or unpleasant callers on a regular basis.  Ability to perform crisis intervention and use calming techniques with callers when needed.
• Ability to gather, assimilate and disseminate information on a continuous basis.  Ability to accurately receive, record, and relay information from and through various mediums.  Ability to research information across multiple sources. 
• Ability to maintain confidentiality of information obtained in the course of daily duties.
• Ability to accurately complete paperwork.
• Ability to communicate effectively and professionally via verbal and written means.  Written and verbal communication to include the ability to be clear and concise.  Verbal communication includes active listening.
• Ability to complete training online and in classroom settings.
• Ability to project a professional and credible manner in person and via the telephone.
• Ability to multi- or switch-task, such as to listen, talk, and key information concurrently or move between several tasks in quick succession. Ability to organize workload.

 OTHER REQUIREMENTS (including physical and environmental)

• Ability to perform work in a confined area with limited mobility.
• Ability to interface with multiple computer terminals for the duration of an assigned shift, up to 14 hours in length.  Ability to use multiple screens, keyboards, and computer mice in the performance of daily duties.
• Ability to work in a frequently fast paced and high-pressure environment.
• Ability to sit or stand for extended periods of time with limited or no breaks.
• Work in a highly structured environment where all communications are recorded or documented and reviewed as public records.
• Ability to distinguish objects, text, etc. in low and bright light using visual capacity including peripheral vision, depth perception, color vision, and far and especially near acuity to conduct daily responsibilities.  Ability to view multiple video display terminals for extended periods of time in variable light conditions.
• Distinguish and interpret the meaning of colors on video display terminals
• Ability to lift, carry, push and/or pull burdens of minimal weight up to 10 lbs.
• Ability to grasp and manipulate office equipment and similar other tools and materials.
• Ability to conduct activities involving stooping, kneeling/bending, twisting, climbing, and reaching as utilized on a minimal basis daily.
• The ability to work with hands above shoulder height and with arms extended at shoulder height with up to 10 lbs. is required on a minimal basis annually.

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