Telecommunicator

Description

 A Telecommunicator works under the general supervision of the Communications Shift Supervisor and is responsible for answering 9-1-1 telephone lines, dispatching public safety personnel and equipment, and recording and relaying sensitive information that may involve life and death situations. As an employee of the 911 Communications Services Division, the Telecommunicator shall obey all policies, procedures, rules, and regulations of the 911 Communications Services Division. Positions in this job class are subject to working evenings, weekends, holidays, and overtime. This job class is treated as FLSA Non-exempt.

Illustrative Duties:

• Receives emergency and non-emergency calls, including enhanced 9-1-1, TDD, text, and administrative and private line telephone calls.
• Communicates effectively with citizens and the personnel of the agencies with which we interact.
• Answers and evaluates incoming calls for police, fire, or emergency medical services.
• Collects pertinent details and determines the priority of the call, sometimes within a few seconds of the conversation, and decides whether units should be dispatched.
• Hears and comprehends radio communication, even in adverse conditions, including but not limited to the outside noise at the scene where the unit is, background noise at the dispatch location, radio interference from outside sources, and field personnel not speaking clearly or loud enough.
• Accurately recalls details and procedures and applies them instantly in emergency situations.
• Dispatches calls to appropriate police and/or fire units via radio and coordinates responding backup units if necessary.
• Monitors radio frequencies and LINK/NCIC computers for significant activities.
• Using a computer or written log, document the nature of each call received, which unit(s) responded, the action taken, and the disposition of the call.
• Asks vital questions and directs callers with pre-arrival instructions to the involved parties of police, fire, and medical emergencies.
• Assess callers to interpret, analyze, and anticipate situations to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies.
• Responds to non-emergency inquiries from the public by providing such information as phone numbers and local department information appropriate to their need, general information regarding traffic tickets, incidents, and accident reports, and the responsible officer.
• Provides various notifications to public safety agencies, businesses, and citizens, such as providing information on accident victims, arrested persons, alarm activations, etc.
• Verifies, enters, updates, and/or deletes the following kinds of information into the LINK/NCIC systems: missing persons or runaways; stolen, recovered, and/or abandoned vehicles.
• Assists police officers in retrieving information from the computer-aided dispatch (CAD) and LINK/NCIC systems; e.g., a subject’s personal information, description, present/last known address, vehicle, any prior incidents or contacts with police officers, and criminal history.
• Retrieves and disseminates a variety of information to police, fire, and EMS personnel, such as warrants, stolen vehicles, complaint information, officer activity, fire activity, alarms, key holders, cross street information, etc.
• Accurately and effectively makes LINK/NCIC entries.
• Provides notifications, as needed, to utilities or other agencies, such as Paducah Power, FAA, EPA, railroads, etc.
• May testify in court as required regarding decisions made and actions taken.
• Participate in training less experienced dispatchers in the proper operation of technical systems and performing other job tasks.
• Activate monthly warning siren tests as directed.
• Other duties as assigned.

Benefits:

• Paid time off (paid holidays, a personal day, and 3 weeks of vacation in the first year)
• Clothing allowance
• Comprehensive health and wellness package
• Opportunity for annual pay increases
• Medical, Dental, & Vision insurance offered
• Retirement benefits
• Voluntary & supplemental benefits are offered
• Education assistance is offered
• An Employee Assistance Program is provided by the employer

Salary Description:

$20.46 - $25.06 hourly/$42,551 - $52,124 annually  

Requirements

Qualifications:

• Must be 18 years of age.
• A high school diploma or equivalent is required.
• Experience equivalent to one year of customer service or office support work, including public contact, computer literacy, and data entry.

Special Qualifications:

• Must satisfactorily pass all assigned skills assessments, including CritiCall or similar skills testing platform.
• Must successfully pass an oral board assessment.
• Must satisfy the Kentucky Telecommunicator Professional Standards requirements, including successful completion of: 
• Police Department Background Investigation
• Polygraph examination
• Psychological examination
• Drug screen.
• Must successfully complete a one (1) year probationary period.

Knowledge, Skills, and Abilities

• Must have 20/20 corrected vision; must be able to hear speech from both ears in the normal range of 30 DB at 500to 2000 Hz range.
• Must be able to speak and communicate clearly over telephones and radio.
• Must be capable of activating radio and phone systems utilizing buttons and switches.
• Must be able to type a minimum of 30 words per minute.
• Must be able to input data via the keyboard.
• The ability to maintain confidentiality is a must.
• Must be able to work days, nights, weekends, and holidays.
• Must be able to work overtime to maintain proper staffing levels.
• Must be able to function individually and as a team member.
• Must have the ability to handle multiple tasks at one time and remain calm in a sometimes stressful environment.

Training

• Successful completion of an intense minimum in-house training program within the one (1) year probationary period.
• Must successfully complete the 4-week Telecommunicator Academy at the Kentucky Department of Criminal Justice Training located on the campus of Eastern Kentucky University in Richmond, KY, within 12 months of hire.
• Complete eight hours of mandated continuing education training each year of employment to maintain Kentucky Telecommunicator Certification throughout employment.