911 Dispatch Trainee

York-County; Pennsylvania; On-site; USD 38,000 - 56,000; Full time

Job summary

York County Government seeks a Telecommunicator to receive emergency and non-emergency calls and dispatch police, fire, medical, or other services per policy. This role requires training, certifications, and ongoing education; operates CAD and radio systems while maintaining confidentiality.

Applicants must be at least 18 with a high school diploma or GED, pass background checks, and demonstrate professionalism and composure under pressure in a fast-paced public-safety environment.

Qualifications

• Must be at least 18 years old with a high school diploma or GED.
• Must pass pre-employment exams and background checks.
• Must maintain confidentiality and professionalism.
• Ability to handle confidential information and work under pressure.

Responsibilities

• Operates telephone and CAD systems and other dispatch equipment.
• Receives emergency and non-emergency calls from the public and agencies.
• Enter, update, and retrieve information from multiple computer systems.
• Condense information into clear remarks and make quick decisions.
• Maintain confidentiality and a positive customer service attitude.

Skills

Communication

Interpersonal skills

Customer service

Technical skills

Decision making

Problem solving

Teamwork

Dependability

Integrity

Adaptability

Attendance

Education

High School Diploma or GED

Tools

CAD systems

NCIC / CLEAN

CITRIX / JNET

Job description

Receives emergency and non-emergency telephone calls from the public, emergency service providers, and other public safety agencies requesting police, fire, medical or other emergency services; Responsible for efficiently and accurately gathering of caller information and making the appropriate emergency services dispatch in accordance to established policies and procedures. The Telecommunicator performs assigned duties under the direct supervision and control of the Shift Supervisor. The Shift Supervisor reviews daily work for speed and accuracy of detail.

https://www.youtube.com/watch?v=AJSIU-Aand0&t=9s

Located in south-central Pennsylvania, York County Government offers many exciting and challenging opportunities to learn and grow in a career while making a difference in the lives of York County residents. Each County department meets a unique need in the community and provides an opportunity for both professional growth and personal satisfaction. York County offers a competitive wage and benefit package.

TELECOMMUNICATOR I - ESSENTIAL JOB FUNCTIONS and RESPONSIBILITIES

• Must successfully pass the training program’s milestones, benchmarks, and exams in addition todemonstrating skills in training and live dispatch environments.
• Must successfully achieve and maintain certifications in the following: EmergencyTelecommunicator Course (ETC), Emergency Medical Dispatch (EMD) Course, CPR, Pennsylvania Emergency Management Agency (PEMA), National Incident Management System
  (NIMS) on line courses (IS100, IS200, IS700, IS800), National Crime Information Center (NCIC) Commonwealth Law Enforcement Assistance Network (CLEAN), HAZMAT Awareness, and Missing and Exploited Children on line course within the established benchmarks.
• Must successfully complete monthly continuing education.
• Attend monthly shift meetings.
• Properly apply policy, procedures, and protocols.
• Operates telephone and Computer Aided Dispatch (CAD) systems, and other variety of communications equipment.
• Proficient using back up methods: cards and telephone.
• Receives emergency and non-emergency telephone calls from the public, emergency serviceproviders, and other public safety agencies requesting police, fire, medical or other emergency services.
• Must condense large amounts of information into a readable, sensibly typed, or hand writtenremarks in a timely manner.
• Enter, update and retrieve information from a variety of computer systems.
• Must make quick and accurate decisions.
• Deals with sensitive information in a discreet and professional manner by maintainingconfidentiality.
• Maintains a positive customer service attitude at all times with the public, public safety providers,and other public safety agencies.
• Must continually demonstrate a high level of professionalism.
• Assist in maintaining computerized Master Street Addressing Guide (MSAG) and emergency database by collecting the appropriate information and immediately relay to the Shift Supervisor tohandle the problem.
• Perform additional assigned duties as directed.

TELECOMMUNICATOR II, III, IV - ESSENTIAL JOB FUNCTIONS and RESPONSIBILITIES

• Includes Telecommunicator I - Essential Job Functions and Responsibilities.
• Must successfully achieve a sign off on (Fire/EMS), County Police, or City Police, the trainee willpass the training program’s benchmarks and exams in addition to demonstrating skills in training and live dispatch environments.
• Operates a variety of communications equipment including: radio consoles, telephones, CADsystem, and other varieties of technical equipment.
• Proficient in using back up methods: cards, radio, telephone, and paging.
• Coordinates and assigns field units to incidents based on the nature of the incident, the priority of the incident, and available resources in accordance.
• Proficient in tracking and documenting radio activity, incident information, and unit status.
• Identifies, analyzes, and disseminates pertinent information to field units.
• Evaluates information and disseminates updates to field units.
• Coordinates, assigns, and monitors the use of multiple radio talk groups.
• Monitors and receives box alarms on the simplex system.
• Access and operates local and state data base systems to verify information as requested and disseminate information to law enforcement officials.
• Operates playback audio recorders (radio and telephone), if applicable.
• Analyzes and evaluates all information in order to identify the potential for escalation of the incident and perform status checks to determine scene and responder safety.
• Must make quick and accurate decisions.
• Assists other dispatchers as necessary and when not occupied with primary duties or if occupied with duties of a lower priority.
• Performs checks on vehicle registration, driver's license, wanted person, missing persons, and property and disseminates information to local law enforcement.
• Comply with FCC regulations that directly apply to the public safety radio.

TELECOMMUNICATOR V - ESSENTIAL JOB FUNCTIONS and RESPONSIBILITIES

• Includes Telecommunicator I, II, III, and IV Essential Job Functions and Responsibilities.
• Must successfully achieve a sign off on Records (SCOPE), the employee must pass a written andsimulation exam within set time frame.
• Enters, modifies, and cancels data in databases with a high degree of accuracy, and retrieves,interprets, and disseminates information to appropriate law enforcement officials.
• Will perform checks on vehicle registrations, driver’s licenses, wanted/missing persons, stolen gunsand stolen articles only at the request of law enforcement; these requests will be treated with thehighest level of confidentiality.
• Receives and sends teletypes through the CLEAN and NCIC computer systems.
• Accesses a variety of information through Citrix, AOPC, JNET, and other databases and maintainscertification to use those systems.
• Maintains departmental files, records, and office equipment.

MINIMUM REQUIREMENTS

• At least 18 years old and possess a high school diploma or GED equivalent.
• A combination of education and experience, which indicate a possession of the knowledge, skillsand abilities required at entry.
• Basic computer skills.
• Must successfully pass pre-employment exams, criminal and employment background investigations, and drug and hearing screenings.

KNOWLEDGE, SKILLS, AND ABILITIES

• Communications - skill to write legibly, spell correctly and type; skill to speak clearly, and hear what is being said over the phone and radio; act quickly; skill to read and interpret complex oral and written instructions.
• Interpersonal Skills – ability to show understanding, courtesy, tact, empathy, and concern, develops and maintains relationships, may deal with difficult people and is sensitive to individual differences.
• Customer Service – ability to manage difficult or emotional callers using tact and empathy; skill to reassure and provide feedback to the caller and respond to the caller’s needs.
• Technical Skills – skill to accurately record names, numbers, and details of a call, and to operate a variety of computer systems and dispatching equipment.
• Problem Solving – ability to identify and resolve problems.
• Decision Making - ability to make sound and well-informed decisions.
• Teamwork – ability to contribute to building a positive team spirit; supports everyone’s efforts to succeed.
• Organizational Support – ability to support organization goals and values; skill to comply with all lawful rules and policies and procedures.
• Professionalism – ability to treat others with respect and consideration and react well under pressure.
• Adaptability – ability to adapt to work environment changes; skill to deal with frequent change, delays, or unexpected events.
• Dependability – ability to follow direction and takes responsibility for own actions; ability to complete tasks in a timely manner.
• Innovation – ability to present creative ideas; presents ideas and information in a manner to get other’s ideas.
• Integrity/Honesty – ability to keep sensitive information confidential.
• Attendance/Punctuality – ability to report to work at; days, evenings, nights, weekends, and holidays; report to work on a consistent and reliable basis including inclement weather.

To perform this job successfully, the incumbent will possess the knowledge, skills, and ability or aptitude to perform each duty proficiently, and comply with County Policies and Procedures, as outlined in the County Employee Handbook.

If you have any questions, please contact the county's Department of Human Resources at [e-mail].