911 TELECOMMUNICATOR

County of Summit, OH; Tallmadge (OH); On-site; USD 57,636 - 58,676; Full time

Job summary

A governmental emergency service center in Tallmadge, OH is hiring 9-1-1 Telecommunicators to manage emergency and non-emergency calls. Candidates must possess strong critical thinking skills and be able to work under stressful conditions. The role includes dispatching, data handling, and communication with emergency services. Competitive hourly wages based on shift are offered.

Qualifications

• Must be at least 18 years old.
• One or more years full-time work experience with customer interaction.
• Ability to pass background checks and training processes.

Responsibilities

• Dispatch police, fire, and EMS.
• Make decisions on resource allocation.
• Monitor data for first responder safety.
• Evaluate and prioritize emergency calls.

Skills

Critical thinking

Data entry

Interpersonal communication

Problem-solving

Ability to work under pressure

Tools

Computer-aided dispatch (CAD)

Enhanced 9-1-1 (ANI/ALI)

Automatic vehicle location (AVL)

Job description

Job Description

Summit Emergency Communication Center (SECC) 9-1-1 Telecommunicators perform a full range of call taking and dispatching functions for law enforcement, fire, and emergency medical services (EMS) calls, as well as certain non-emergency functions. Job responsibilities are performed under general supervision.

Required Qualifications

• Must be at least 18 years or older.
• Must be able to legally work in the United States.
• One or more years full-time work experience with customer interaction.
• Accurate and rapid data entry.
• Proven critical thinking skills.
• Ability to memorize and recall details, codes, and procedures.
• Ability to work all days and hours, including but not limited to days, afternoons, nights, weekends, holidays, and overtime.
• Ability to pass all required job selection and training processes including a comprehensive background investigation, drug test, psychological evaluation, and extensive on-the-job training. Any felony conviction is disqualifying.
• Excellent computer skills, knowledge, and experience. Ability to monitor 6+ computer screens.

Preferred Qualifications

Knowledge of:

• Current techniques, policies and procedures of public safety call taking and dispatching.
• Agency computer systems and programs including computer-aided dispatch (CAD), enhanced 9-1-1 (ANI/ALI), and automatic vehicle location (AVL) programs.
• Summit County geography, including locations and boundaries of all cities and townships; location of all major highways, streets and key buildings and landmarks; and addressing systems (i.e., streets, avenues, odd/even addresses, etc.) used for each jurisdiction of the SECC.
• Type of information that is allowed to be broadcast over Federal Communications Commission (FCC) radio systems.
• Effective interpersonal communication methods and techniques.
• Proper notification for equipment failures or after hour call outs for radio, computer, or phone problems.

Ability to

• Perform extensive data entry and data retrieval from visual and/or audio sources.
• Understand and execute complex oral and written instructions.
• Demonstrate appropriate interpersonal communication skills for public safety call taking and dispatching.
• React quickly and correctly to emergency situations and adopt effective course of action.
• Correctly apply detailed procedures and policies both in structured situations, such as emergency medical dispatch (EMD), and in non-routine situations that require independent judgment, critical thinking and application of complex and varied procedures and policies, such as law enforcement dispatching.
• Learn, retain and use knowledge of Summit County geography in the course of work.
• Operate computerized equipment including computer-aided dispatch (CAD), enhanced 9-1-1 (ANI/ALI), and automatic vehicle location (AVL) programs.
• Receive and accept regular feedback and constructive criticism without being defensive.
• Dispatch public safety personnel and equipment safely, quickly, and efficiently.
• Relay messages exactly as received.
• React quickly and calmly in emergency situations and adopt effective courses of action.
• Perform call taking and dispatching work by phone, radio and using other standard communications center equipment.
• Assess callers’ emotional state; respond correctly to emergency and routine situations.
• Prioritize calls based on urgency.
• Apply appropriate initiative, discretion, and judgment in the work.
• Correctly apply available guidelines, policies, and procedures in diverse situations.
• Develop and maintain effective working relationships with the public, coworkers, supervisors, managers, user agency stakeholders, and officials from other jurisdictions, departments, or agencies.
• Perform work under stressful or emotional conditions.
• Work under pressure in a loud, multi-tasking environment.
• Work mandatory overtime as needed and assigned.
• Have reliable and predictable attendance.

Work Environment

• Work is performed in an emergency dispatch environment and the employee will regularly be exposed to normal hazards associated with an office.
• Work will be performed in areas of high security.
• Employees will be subject to highly stressful calls due to the nature of the work.
• Employees will be subject to caller and employee anger and/or frustration due to nature of the work.

Physical Demands

• While performing the duties of this position, the employee may be required to travel to and access the various assigned work sites.
• Job is physically comfortable. Typically requires sitting, walking, standing, stooping, bending, pushing, pulling, keying, talking, hearing, seeing and repetitive motions; use hands to finger, handle, or feel.
• May occasionally be required to reach with hands and arms and climb or balance. The employee must regularly lift up to 10 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.

Licensing / Certification

Please refer to required and preferred qualifications.

Pre-Employment Testing Requirements

• Criminal Background Check
• Pre-employment Drug and Alcohol Testing

Job Duties

• Dispatch police, fire, and EMS.
• Make extemporaneous decisions regarding which resources and personnel to dispatch based on the information at hand.
• Monitor rapidly changing data to ensure first responder safety and swift, accurate dispatch of information.
• Memorize and recall complex codes and protocol based on policy and procedures.
• Maintain a calm and controlled demeanor.
• Assess and appropriately respond to a caller’s emotional state.
• Evaluate and prioritize calls based on urgency.
• Determine the correct jurisdiction requiring services.
• Dispatch appropriate law, fire or emergency personnel and equipment.
• Respond to requests from emergency response personnel.
• Operate all ancillary warning equipment.
• Record the nature and source of incoming and outgoing radio and telephone messages.
• Study and maintain familiarity with major roads, streets, industrial plants, and other critical infrastructure.
• Monitor multiple public safety radio frequencies.
• Report the need for radio and/or communications equipment repairs.
• Receive and transmit telephone and radio emergency calls, as well as non-emergency calls and complaints or inquiries from the public.
• Relay radio calls from/to other public safety authorities to coordinate the dispatching of services between two or more agencies.
• Operate two-way radios, multi-line phone and teletype systems, computers, data communications terminals and other complex communications equipment to access information and respond from police, fire and EMS efficiently and correctly.
• Work overtime as needed.
• Perform other related tasks and duties as required.

Work Location: Summit Emergency Communications Center, 630 North Avenue, Tallmadge, OH 44278

Work Schedule: 24/7 operations. 1st, 2nd, 3rd shifts.

Salary Information: 1st Shift: $27.71 per hour / $57,636.80 annually
2nd Shift: $28.11 per hour / $58,468.80 annually
3rd Shift: $28.21 per hour / $58,676.80 annually