Telecommunicator (911 Dispatch)

Northampton County; Nazareth (Northampton County); On-site; USD 45,000 - 68,000; Full time

Job summary

Northampton County is seeking a Telecommunicator to serve as emergency call-taker/dispatcher for the PSAP. The role requires handling 911 and administrative lines, coordinating with police, fire, and EMS, and applying SOPs and APCO-related training.

The position operates on a 24/7 rotating shift, including nights and weekends. Applicants must have a high school diploma or GED and relevant experience; proven ability to work under high stress, use CAD and NCIC/CLEAN systems, and maintain

Qualifications

• High school diploma or GED required; 1+ year in radio communications, call center, or public safety preferred.
• Typing speed of 25 words per minute and data entry accuracy (≈3,250 keystrokes per hour).
• Strong listening and communication skills for public safety environments.
• Ability to work in a 24/7/365 emergency dispatch setting and handle high-stress situations.

Responsibilities

• Receive emergency and non-emergency calls and determine appropriate responses.
• Dispatch units to police, fire, or EMS and coordinate with agencies.
• Provide pre-arrival instructions and use CAD, GEO, and other systems.
• Maintain confidentiality and accurate daily records of calls and dispatches.
• Participate in ongoing training and obtain required certifications.

Skills

Keyboarding 25 WPM

Data entry (3250 keystrokes/hr)

Active listening

Verbal communication

Multitasking

Education

High school diploma or GED

1+ year experience in Radio Communications/Call Center/Public Safety

Job description

There is a Written Exam for this position. Candidates will be notified via email to schedule their testing session; they will be allowed up to two (2) hours to complete the exam. Candidates may take the test twice in a one-year period. The CritiCall Public Safety Dispatcher/Calltaker Pre-Employment test is a computerized test that consists of ten (10) modules, including: Telecommunicator Personality Test, Keyboarding (25 WPM Requirement), Reading Comprehension, Decision Making, Data Entry, Data Entry (Audio), Call Summarization, Cross Referencing, Character Comparison, Prioritization

Practice test resources: Practice Keyboarding and Data Entry Tests: http://thepracticetest.com/

GENERAL PURPOSE

The Telecommunicator position serves as the emergency call-taker/dispatcher for emergency and non-emergency requests on E-911 trunked lines, administrative lines, and radio infrastructure at the Northampton County Public Safety Answering Point (PSAP). Work includes dispatching of calls to the appropriate discipline, i.e. police, fire, Emergency Medical Service (EMS), municipal, in compliance with Center Standard Operating Procedures (SOP's), as well as the operation of the Commonwealth Law Enforcement Assistance Network/National Crime Information Center (CLEAN/NCIC) system as needed. The 911 Center is a 24/7/365 operation. An applicant eligible for this position MUST be available to work all shifts including nights, holidays, and weekends.

SUPERVISION RECEIVED

This position reports directly to the Dispatch Shift Supervisor.

SUPERVISION EXERCISED

This position is not responsible for the supervision of other employees or functions.

ESSENTIAL DUTIES OF THE POSITION

Receives emergency and non-emergency calls from the public, as well as public service providers, for public safety services. Accepts calls routed to the 911 Center via both current and future media methods such as, but not limited to, Text-to-911, Video, Text Telephone or Telecommunications Device for the Deaf (TTY). Effectively manages each call per established guidelines, policies, and training. Requests information from callers to gather critical information, such as personal information, location, and the nature of the call. Records information, assesses the need for emergency services, determines appropriate response(s) required, and evaluates the relative priority of each response. Dispatches the appropriate response unit(s). Provides and relays necessary information regarding emergency situations to those individuals requiring notification, including public safety officials and representatives. Provides Emergency Medical Dispatch (EMD) (pre-arrival instructions) to persons in need of immediate life-saving intervention, when appropriate. Utilizes Computer Aided Dispatch (CAD), phone system, and Geolocation (GEO) tools to determine location and appropriate municipal protocols for response. Utilizes TTY transmission equipment for communication with the hearing impaired. Maintains daily records of calls and dispatch activity. Maintains the highest level of confidentiality. Adapts to unique circumstances that are presented by callers and then applies learned skills and established guidelines in resolving situations. Possesses the ability to cope with highly stressful situations regularly, with minimal supervision. Works a rotating shift, including nights, weekends, and holidays. Required to serve as a peer trainer at the discretion of management after the successful completion of the Association of Public‑Safety Communications Officials (APCO) Certified Training Officer (CTO) course. Operation of NCIC and the CLEAN system for police. Obtaining and maintaining CLEAN/NCIC access is required for this position. *An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrati ns of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

REQUIRED MINIMUM QUALIFICATIONS EDUCATION & EXPERIENCE

• - Completion of a high school, or general equivalency, diploma; AND At least one (1) year of Radio Communications Training, Call Center experience, or Public Safety Agency (Police, Fire, or EMS) experience is preferred
• - At least one (1) year of Radio Communications Training, Call Center experience, or Public Safety Agency (Police, Fire, or EMS) experience is preferred

BACKGROUND INVESTIGATION

A post offer criminal history check will be completed for all Telecommunicator candidates. Failure to successfully pass the background investigation will be cause for the offer to be rescinded.

URINE DRUG SCREEN

A post offer urine drug screen is a requirement for employment. Failure to successfully pass the urine drug screen will be cause for the offer to be rescinded.

HEARING TEST

A post offer hearing test for various frequency sensitive levels is a requirement for employment. Failure to successfully pass the hearing test will be cause for the offer to be rescinded.

MANDATORY TRAINING

All Telecommunicator candidates must successfully pass the EMD training program, APCO Public Safety Telecommunicator (PST), APCO Fire Service Communications (FSC), APCO Law Enforcement Communications (LEC), National Incident Management Systems (NIMS) 100, 200, 700, 800, NCIC/CLEAN training program, as well as other training programs and certifications as outlined by the Department of Emergency Management. All Telecommunicators must pass all state required exams and maintain required certifications as necessary to continue employment. All mandatory training as outlined by the Department of Emergency Management Services must be completed as an essential function of the job.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of office practices and procedures commonly employed in communications, emergency management, and public safety environment. Knowledge of the geography, highway, and street systems in boroughs and townships within the County of Northampton. Effective communication skills, including active listening, clarity of speech, and verbal and written communication, as pertinent to public safety communications. Ability to speak clearly and distinctly over electronic media. Effective computer skills and a level of proficiency necessary to perform data entry quickly and accurately from written, audible, or other sources. Ability to type 25 words per minute and data entry ability of 3,250 keystrokes per hour. Ability to interpret geographical information. Ability to read and interpret maps. Ability to multi-task. Ability to identify and respond appropriately to emergency and stressful situations simultaneously. Ability to maintain composure and self-control in order to perform necessary job duties while exposed to high stress situations. Ability to learn the specific operation, rules, and procedures governing County radio, computer, alarm, and other systems. Ability to learn computer aided dispatch software program and hardware. Ability to establish and maintain effective working relationships with associates, officials of law enforcement, firefighting and emergency medical care agencies, representatives from other local, State, and Federal agencies, and the public. Ability to read, write, speak, understand, and communicate in English to perform the duties of this position.

TOOLS AND EQUIPMENT

Personal computer, keyboard and mouse, CAD software and hardware, communication/radio equipment, TTY transmission equipment, telephone, cell phone, fax machine, copy machine, and State NCIC/CLEAN computer network.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to stand, walk, sit, and talk or hear. The em