Telecommunications Operator

Town of East Hartford; East Hartford (CT); On-site; USD 52,000 - 76,000; Full time

Job summary

Town of East Hartford is seeking a full-time Public Safety Telecommunication Operator to serve as the first point of contact in emergencies. The role requires calm under pressure, precise data entry, and the ability to route calls accurately within established procedures.

Responsibilities include receiving and processing emergency and routine calls, dispatching fire, police, and EMS units, and maintaining critical communications across town agencies.

Qualifications

• Experience operating multi-line telephone systems and radio consoles.
• Ability to follow procedures, document calls, and manage emergency communications.
• Knowledge of public safety terminology and dispatch procedures.
• Willingness to obtain required state certifications within specified timelines.

Responsibilities

• Receive and process emergency and administrative calls for fire, police, EMS, and related services.
• Operate consoles, route calls, and dispatch units using radio frequencies.
• Enter incident details into dispatch systems and maintain logs.
• Relay directions and information to field personnel and other agencies.
• Monitor equipment and maintain communication with callers and responders.
• Perform overtime work as required.

Skills

Multi-line phone systems

Radio consoles

Data entry accuracy

Clear communication

Active listening

Calm under pressure

multitasking

Problem solving

Attention to detail

Education

State Certification as Telecommunications Operator (within 1 year)

EMR certification desirable

Tools

CAD/Data systems (NCIC, DMV)

Connecticut COLLECT/NCIC familiarity

Job description

The Town of East Hartford, a CALEA-accredited and State of Connecticut-accredited organization, is committed to delivering the highest quality public safety services to our community. East Hartford is a demographically diverse community of approximately 50,000 residents, offering a dynamic urban/suburban environment. Our Police and Fire Departments are committed to maintaining a safe and welcoming community for all who live, work, and visit.

The Telecommunications Operator, Public Safety plays a vital role in emergency response operations, serving as the first point of contact for individuals in crisis. This position requires strong communication skills, the ability to remain calm under pressure, and a commitment to public service.

We are currently accepting applications for the position of Full-Time Public Safety Telecommunication Operator.

Equal Employment Opportunity (EEO) Statement:

The Town of East Hartford proudly stands as an equal opportunity employer, dedicated to fostering a work environment free from discrimination. We firmly uphold the principles of equality, ensuring that all individuals are treated fairly without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, or any other characteristic protected by federal, state, or local laws. Our commitment to inclusivity and diversity is unwavering, and we enthusiastically encourage applicants from all walks of life to join our team.

Duties

• Receive oral and written instructions from the Communications Supervisor and carry out assignments in accordance with established procedures and departmental policies.
• Plan, organize, and perform daily tasks following standardized protocols and Communications Section guidelines.
• Establish work priorities within approved operational parameters.
• Receive and process administrative, routine, and emergency calls for fire, police, emergency medical, and related public safety services.
• Operate telephone consoles and route incoming calls appropriately.
• Record complaints and service requests as they are received.
• Enter incident information into the computerized dispatch system using a computer terminal.
• Maintain manual information logs as required.
• Access, enter, and retrieve data from electronic information systems, including but not limited to the Connecticut Department of Motor Vehicles, National Crime Information Center (NCIC), and system plans.
• Determine dispatch priority based on policy, procedure, training, and sound judgment.
• Dispatch fire, police, and emergency medical units using the appropriate radio systems and frequencies.
• Receive and transmit instructions, directions, and orders using clear and coded communication.
• Adjust geographic assignments of public safety personnel to ensure adequate coverage across the Town.
• Operate the public safety communications console, including switching transmit/receive frequencies and managing multiple-frequency dispatches and broadcasts.
• Establish, monitor, control, and terminate console-controlled radio crosspatches as needed.
• Select alternate frequencies to maintain communication in the event of system failures.
• Maintain continuous communication capability with mobile fire, police, and emergency medical units.
• Record incident details using computer systems and written documentation as appropriate.
• Relay directions, updates, and orders from supervisors to field personnel.
• Operate designated radio systems to facilitate communication among East Hartford agencies, state agencies, and adjacent towns.
• Summon ambulance services in accordance with field unit requests and established procedures.
• Relay information and service requests to other Town departments, utility companies, and contracted wrecker services.
• Monitor alarm communication systems and incoming radio and COLLECT messages, forwarding information as necessary.
• Report deficiencies or failures in equipment or procedures.
• Receive and forward canine-related calls to the Animal Control Officer or designee.
• Provide general information to the public in a courteous and professional manner.
• Perform overtime work as required.

Knowledge

• Knowledge of public safety communications practices, including call-taking, radio operations, and emergency dispatch procedures.
• Understanding of fire, police, and EMS terminology, protocols, and incident response processes (or the ability to learn them).
• Knowledge of computer-aided dispatch (CAD) systems, database queries, and record-keeping methods.
• Familiarity with State and national information systems such as DMV records and NCIC (or the ability to acquire this knowledge).
• Knowledge of departmental policies, procedures, and regulations related to emergency communications (or the ability to learn them quickly).

Skills

• Skill in operating multi-line telephone systems, radio consoles, and computer-based communications equipment.
• Accurate typing and data entry skills, with strong attention to detail.
• Clear and effective verbal and written communication skills.
• Strong listening skills with the ability to interpret information rapidly and accurately.
• Skill in managing multiple tasks simultaneously in a fast-paced or high-stress environment.
• Effective problem-solving skills using judgment, policy, and common sense.

Abilities

• Ability to remain calm, composed, and decisive during emergencies or high-pressure situations.
• Ability to follow written and verbal instructions precisely.
• Ability to prioritize calls and incidents appropriately based on urgency and established guidelines.
• Ability to learn and apply complex policies, procedures, and technical systems.
• Ability to interact professionally with callers, responders, the public, and other agencies.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to work rotating shifts, including nights, weekends, holidays, and required overtime.

Certification as Emergency Medical Responder (EMR) is desirable.

State Certification as a Telecommunications Operator within one (1) year of hire.

State Certification of CT COLLECT/NCIC within 2 months of hire.

Certification of CPR/AED within 2 months of hire.

Certification of Emergency Medical Dispatch within 2 months of hire.