Telecommunicator/Call Taker

Lancaster County Government; Lancaster (SC); On-site; USD 29,000 - 40,000; Full time

Job summary

Lancaster County Government seeks a dispatcher to answer E-911 and non-emergency calls for police, fire, EMS, coroner, emergency management, animal control and other agencies. You will analyze information, prioritize responses, and dispatch appropriately while guiding callers with lifesaving instructions until responders arrive.

Requirements include passing tests, maintaining a clean record, and obtaining APCO E-911 and EMS dispatch certifications within one year.

Qualifications

• Answer E-911 and non-emergency calls for public safety agencies.
• Prioritize and dispatch emergency and non-emergency responses.
• Provide lifesaving information and caller guidance until responders arrive.

Responsibilities

• Coordinate interpretation services for non-English speakers.
• Maintain dispatch records and reports.
• Monitor alarms, weather warnings, and radio communications.

Skills

Emergency dispatch

Public safety communications

Radio operation

Crisis counseling

Education

APCO certification

Emergency Medical Dispatch certification

Tools

GIS

CAD software

NCIC access

Job description

The purpose of the position is to answer all E-911, emergency and non-emergency calls for emergency services and public safety agencies in an appropriate and timely manner; to accurately analyze, prioritize and dispatch emergency and non-emergency call for service for law enforcement, emergency medical services, fire and various other public safety agencies: to provide callers with appropriate medical or safety instructions to assist in the preservation of life and property until the arrival of responding emergency response personnel; to maintain accurate dispatch records and to perform related administrative and technical work as required.

Receive all E-911, emergency, and non-emergency phone calls for law enforcement, emergency medical services, fire services, coroner, emergency management, animal control, and other emergency agencies. Provide appropriate lifesaving information to the caller to stabilize the situation until the arrival of emergency services. Appropriately prioritize. Utilize various techniques to calm callers. Provide basic crisis counseling support to callers to avert potential self-hazard, suicide, or hostage situations.

Analyze all information received to determine the appropriate emergency or/non-emergency response by public safety organizations. Ensure appropriate level of response. Ensure appropriate priority is provided for the response to the scene; ensure responders are provided with all pertinent information to ensure their safety, including but not limited to maintain constant contact with emergency responders via radio and/or Mobile Data Systems to ensure responder safety and information.Maintain constant track of all field units to ensure their safety, tracking their activities such as traffic stops, property checks, etc.

Receive incoming non-emergency and/or after hours calls for various agencies, determining appropriate actions and ensuring appropriate notifications are made for each agency.

Coordinate interpretation service for non-English speaking citizens. Use TDD machine to communicate with hearing/speech impaired persons.

Complete and submit required forms and reports. Notify supervisor of any variations from procedures for calls received.

Utilize Computer Aided Dispatch Software, Geographic Information Systems (GIS) and other technology/database systems to accurately maintain information received from callers and response personnel. Use Computer Aided Databases and GIS to determine emergency locations, potential hazards, pre-fire plans, etc. Utilize GIS to track and provide location information for emergency responders such as hydrants, property ownership, etc.

Enter, update, maintain and retrieve law enforcement information to and from the National Crime Information Center (NCIC) System. Use system to obtain criminal history and other records requested.

Research and provide officers with driver’s license, driving history, and vehicle registration information, as well as coordinating transports with law enforcement personnel.

Receive and track all calls and information received via phone lines. Conduct appropriate telephone interviews of the caller to ensure accuracy and completeness of the information received. Provide information to appropriate investigators.

Monitor fire, medical, and law enforcement alarms and security cameras. Notify key personnel of activations.

Monitor weather warning systems. Track severe weather systems, take appropriate actions to ensure readiness for response, and ensure protection of the citizens of the community.

Conduct tours and make public education presentations at events when needed.

Perform general clerical work as required, including typing reports and records, entering, and retrieving computer data, copying and filing documents, and faxing.

Remain on call 24 hours per day, seven days a week, for emergency responses.

Perform daily system checks on telephone, computers, and radio systems, satellite equipment, recording and communications equipment. Perform maintenance.

Assist in maintaining the emergency operations center/mobile emergency operations center in a constant state of readiness. Respond to the county’s Mobile Emergency operations center in an emergency or disaster scene to provide field communications.

Monitor radio communications of all emergency response organizations; respond to any unit in distress or requesting assistance.

CLEAN CRIMINAL RECORD REQUIRED. Must possess and/or be able to obtain and maintain APCO, Emergency Medical Dispatch, Fire Dispatch, Basic Telecommunications, Medical First Responder, CPR and S.C. Criminal Justice Academy E-911 certifications. Basic E911 certification by the S.C. Criminal Justice Academy must be completed within 1 year of hire unless special circumstances are approved. The job requires normal visual acuity and field of vision, hearing and speaking abilities, color perception.

Applicant must have the ability to pass:

Hearing/Eye Test

Extensive Background Check

Drug Test

Polygraph Test

Typing Test

Applicant must have the ability to work:

12-hour shifts

On Call Schedule

Day and Night Shift jobs are available

INVOLVEMENT WITH DATA, PEOPLE, AND THINGS

DATA INVOLVEMENT

Perform specialized technical work involving data collection, evaluation, analysis, and troubleshooting. Reports on operations and activities of a department. Performs general coordination of individual or departmental activities.

PEOPLE INVOLVEMENT

Follow complex rules or systems, using professional literature and technical reports. Enforce laws, rules, regulations, and ordinances.

INVOLVEMENT WITH THINGS

Requires operating or repairing complex machinery or equipment that requires extended training and experience, such as electronic telecommunications equipment and the application of custom, complex software or systems. May involve installation and testing. Use computers for word processing, spreadsheets, PowerPoint presentations, and custom applications.

REASONING REQUIREMENTS:

Perform skilled work involving almost constant problem solving.

MATHEMATICAL REQUIREMENTS:

May use descriptive statistics, advanced geometry, or algebra. Requires the use of a wide range of administrative and/or technical methods in the solution of problems.

LANGUAGE REQUIREMENTS:

Communicate with internal and external groups, write manuals and complex reports, and persuade or influence others in favor of a service, point of view, or course of action.

MENTAL REQUIREMENTS:

Work in a moderately fluid environment with guidelines and rules having frequent variations from the routine.

VOCATIONAL/EDUCATIONAL AND EXPERIENCE PREPARATION

SPECIAL CERTIFICATIONS AND LICENSES:

Must possess a valid state driver’s license.

Must possess and/or be able to obtain and maintain APCO, Emergency Medical Dispatch, Fire Dispatch, Basic Telecommunications, Medical First Responder, CPR, and S.C. Criminal Justice Academy E-911 certifications.

Basic E-911 certification by the S.C. Criminal Justice Academy must be completed within 1 year of hire unless special circumstances are approved.

PHYSICAL AND DEXTERITY REQUIREMENTS:

Requires light work that involves walking or standing much of the time and involves exerting up to 20 pounds of force on a recurring basis. Skill, adeptness, and speed in the use of fingers, hands or limbs on repetitive operation of mechanical and electronic office or shop machines or tools within moderate tolerances and limits of accuracy.

SENSORY REQUIREMENTS:

The job requires normal visual acuity and field of vision, hearing and speaking abilities, and color perception.

JUDGMENTS AND DECISIONS:

May be responsible for the actions of others, requiring almost constant decisions affecting co-workers, crime victims, patients, customers, clients or others in the general public.

ADA COMPLIANCE

Lancaster County is an Equal Opportunity Employer. ADA requires the County to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

• Annual salary begins at $34,650, for applicants with no experience. However, salary from other agencies may be matched depending on applicant’s experience and certifications.