911 Telecommunicator -Full time

City of Lawrence; Indianapolis (IN); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Holiday bank

Retirement plan

Job summary

The City of Lawrence is looking for full-time 9-1-1 Telecommunicators. This challenging role requires exceptional multi-tasking abilities and an unwavering focus on public safety. As a primary point of contact, you will manage emergency and non-emergency calls while ensuring effective communication and resource dispatching in critical situations.

Ideal candidates will have a High School diploma and the ability to handle stressful circumstances with professionalism and empathy. Comprehensive training and certification will be provided as part of this civic responsibility.

Qualifications

• Must have a High School Diploma or equivalent.
• Ability to type at least 30 words per minute.
• Must acquire and maintain certifications in CPR and Public Safety Telecommunications.

Responsibilities

• Receive, screen, and prioritize emergency and non-emergency calls.
• Dispatch appropriate responses for police, fire, and EMS.
• Maintain professionalism in all interactions under pressure.

Skills

Multi-tasking

Attention to detail

Confidentiality

Professionalism

Emotional intelligence

Mental resilience

Education

High School Diploma or equivalent

Tools

Word processors

Spreadsheets

CAD systems

GPS systems

Job description

The City of Lawrence is seeking full-time 9-1-1 Telecommunicators. 9-1-1 Telecommunicators are integral members of the public safety system as the initial point of contact and vital link between citizens in need and emergency and non-emergency services. This demanding, high-stress position requires a candidate who can demonstrate exceptional proficiency in multi-tasking, attention to detail, confidentiality, professionalism, emotional intelligence, and mental resilience. The overall objective of a 9-1-1 Telecommunicator is to ensure the safety of the citizens of the City of Lawrence and its public safety personnel by effectively communicating, collecting pertinent information and data, and dispatching the appropriate resources when seconds matter.

Essential Job Functions

• Receive, screen, and prioritize emergency and non-emergency calls, dispatching appropriate responses for police, fire, and EMS.
• Adhere to established policies and procedures for managing requests to accurately assess situations, prioritize incidents, and dispatch the correct response.
• Exercise sound, independent judgment when managing routine and complex situations.
• Maintain professionalism in interactions with citizens, public safety personnel, co-workers, and other public safety agencies while displaying empathy, patience, and the ability to remain calm under pressure.
• Use various communication and information systems to gather and relay necessary details, including medical pre-arrival instructions.

Performance Standards

Employees at all levels are expected to effectively work together to meet the needs of the organization and the community through work behaviors that demonstrate the City’s values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

Required Skills and Abilities

• Judgment and Decision Making – Uses logic and reasoning to analyze, understand, and evaluate complex situations. Exercises appropriate judgment in establishing priorities.
• Crisis Management – Remains calm under pressure. Performs assigned tasks in changing environments and stressful circumstances. Effectively manages stress and easily adapts.
• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees, representatives from various departments, and outside agencies. Communicates effectively in times of adversity.
• Technical Skills – Uses relevant software programs (i.e. word processors, spreadsheets, CAD systems, etc.) and information systems specific to the job with reasonable speed and accuracy. Reads and interprets maps, understands geographical locations, and uses related tools or software (such as GPS systems) to determine locations.
• Communication – Excellent ability to listen and understand information presented verbally and in writing. Ability to handle various issues with tact, diplomacy, and in a confidential manner.
• Coordination of Work – Ability to plan and organize a daily work routine and establish priorities for the completion of work by sound time management.
• Training and Development – Commitment to ongoing learning and staying up-to-date with the latest protocols, technology, and best practices relevant to the position.

Physical Requirements / Work Environment

• Ability to work up to 12‑hour shifts on any shift assigned.
• Ability to respond to 24‑hour emergency call‑outs.
• Ability to exert light physical effort, which may involve lifting, carrying, pushing, and/or pulling of objects and materials weighing 5–10 pounds.
• Ability to work for extended periods sitting at a workstation and wearing a headset.

Education and Experience

• Must have a High School Diploma or equivalent.
• Ability to type at least 30 words per minute.
• Will be expected to acquire and maintain the following certifications:
• American Health Association CPR
• Association of Public Safety Communications Officials International (APCO) Public Safety Telecommunicator 1, Emergency Medical Dispatcher, and Fire Service.
• National Crime Information Center / Indiana Data & Communication System Full Operator
• National Incident Management System: ICS‑100, ICS‑200, & IS‑700

Additional Requirements

• Requires a background investigation to include local, state, and federal criminal history check, sex offender registry, and consumer report. Requires satisfactory results from pre‑employment drug screening.
• Must be at least 18 years of age.
• Full‑time, civilian, hourly position (shift differential for middle and late shifts).
• Medical, Dental, Vision, Basic Life Insurance, and additional voluntary options.
• Earned vacation and sick time in addition to a holiday bank.
• Indiana Public Retirement System (INPRS) account and 427(b) retirement plan.
• Professional development to include continued education and in‑service training.
• Benefits apply to full‑time positions.

Note: This job description provides a general overview of the responsibilities and qualifications for the 911 Telecommunicator position within the Lawrence Public Safety Communications Division. The specific duties may vary based on the municipality's needs, structure, and existing processes.