Telecommunicator I

bentonvillear; Bentonville (AR); On-site; USD 30,000 - 40,000; Full time

Job summary

The City of Bentonville is hiring a Telecommunicator I to operate emergency communication systems, including police and fire dispatch. This entry-level position involves answering emergency calls, maintaining communication with responders, and providing pre-arrival instructions to citizens.

A high school diploma or GED is required. Successful candidates must exhibit strong communication skills and the ability to perform effectively under stressful situations. The job supports public safety and requires working shifts, including weekends and holidays.

Qualifications

• Ability to read and comprehend instructions.
• Clear oral and written communication skills.
• Proficient in using computers and dispatch systems.

Responsibilities

• Operate telephone console for incoming assistance calls.
• Answer emergency and non-emergency calls.
• Dispatch personnel and provide instructions using EMD protocol.

Skills

Communication skills

Ability to handle stressful situations

Knowledge of public safety communications

Education

High school diploma or GED

Job description

SAFETY-SECURITY SENSITIVE

In the interest of protecting the health and safety of all co-workers, citizens, first responders and all those we serve, the City of Bentonville has classified some positions, including Telecommunicator I, II, and III, as "safety sensitive." A "safety sensitive" position is any job position in which impaired performance could result in harm to the health and/or safety of self or others. Any applicant/employee that is actively engaged in the use of medical marijuana, even if in possession of a valid medical marijuana card, will be excluded from employment in a "safety sensitive" position.

Telecommunicator I Entry Level

Apprentice working under direct supervision that includes the training phase. Telecommunicator I will perform other duties as assigned.

SUMMARY

Telecommunicators operate the City of Bentonville emergency police, fire, EMS, and the 911 and non-emergency phones and radio communication equipment. Receive emergent and non-emergent phone calls. Dispatch personnel and equipment and provide pre-arrival instructions to citizens. Work assignments and work schedules may be subject to change to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned.

ESSENTIAL FUNCTIONS

• Operates telephone console to receive incoming calls for assistance.
• Answer emergency and non-emergency calls from citizens.
• Obtains vital information, refers calls to appropriate agencies, and contacts agencies for citizens.
• Questions callers to determine nature of problem, location and seriousness of emergency response needed, and type and number of personnel and equipment needed.
• Transmits orders and receives messages from law enforcement units, fire department units, emergency response units, local and state agencies, wrecker services, utility workers, and others.
• Determines correct course of action, priority, and number of units to dispatch.
• Scans computer-aided dispatch program to determine units available and locations of first responders.
• Maintains a constant knowledge of all Dispatch Policies and Procedures.
• Operates NCIC/ACIC computer system; receives and disseminates information concerning stolen vehicles, articles, and wanted/missing persons; enters felony and misdemeanor warrants into NCIC.
• Operates two-way radio to dispatch police, fire, medical, and other personnel, and equipment and to relay instructions or information to remove units.
• Maintains current knowledge of all main thoroughfares, access routes, and roads closed for construction and repairs.
• Enter commands on computer keyboard to update files and maintain logs.
• Relay instructions or questions from remote units.
• Documents radio traffic in CAD.
• Documents complaints from citizens in CAD.
• Coordinates all police, fire, ambulance, and other emergency requests, relaying instructions to closest and most suitable units available.
• Provides pre-arrival instructions using EMD protocol before paramedics arrive.
• Transmits and receives messages between divisions of own agency and other law enforcement agencies.
• Contacts police officers to verify assignment locations; monitors dispatched units and, when necessary, serves as liaison with caller.
• Receives incoming alarms for Police, Fire, and EMS; updates CAD files with recent representative, address, and phone number information.
• Determines type and number of units to respond to emergency.
• Operates with minimal equipment when evacuated to Detention during natural disasters.
• Notifies fire station(s) and activates radio pre-alert toning system that automatically contacts one/multiple fire stations and indicates location of fire/EMS call for service.
• Relays messages from scene of fire, such as requests for additional help and medical assistance.
• Records date, time, type of call and destination of messages received or transmitted.
• Interfaces with the ACIC system to input data and obtain information on driver’s licenses, vehicle registrations, stolen property, NCIC hits and warrants, etc., as required.
• Reads and interprets a variety of resource material, procedural manuals, computer programs, etc.
• Performs minor office functions such as filing, copying, and sorting.
• Tests various communications systems and reports malfunctions to maintenance units.
• Protects the privacy of all Bentonville Emergency Communications Center information in accordance with the agency’s privacy policies, procedures, and practices as required by federal and state law.
• Proficient oral/written communication and computer skills.

KNOWLEDGE

Public Safety communications knowledge is preferred, but not required.

ABILITIES

Effectively deal with people and highly stressful situations, which may be for an extended period. Assess situations quickly and accurately. Use appropriate judgment when responding to incident reports emergency situations. Adhere to and follow established policies and procedures. Operate multiple computer terminals, two-way radio, as well as related dispatch and recording equipment. Prepare and maintain accurate records. Follow oral and written instructions. Communicate clearly and effectively both verbally and in writing. Deal effectively and courteously with co-workers and the public. Perform effectively as a member. Perform the essential functions of the job without posing a direct threat to the health and safety of others.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED).

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATH SKILLS

Ability to add, subtract, multiply, and divide in all units of measurement, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.

REASONING ABILITY

Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

• ACIC/NCIC Basic and Advanced Certification
• International Academy of Emergency Medical Dispatch Certification
• CPR Certification
• APCO Public Safety Telecommunicator Certification
• APCO Instructor Public Safety Telecommunicator Certification – If appointed
• International Academy of Emergency Medical Dispatch QA Certification – If appointed
• Maintain Valid Driver’s License

PHYSICAL REQUIREMENTS

Performs bending and reaching necessary to obtain resource materials; subject to sitting for long periods of time. Must be able to grip objects and wear headset that will cover or fit within the canal of one ear. Must be able to speak clearly, enunciate properly, hear, and understand spoken communications originating simultaneously from both the headset and other sources in the communication room. Lift and carry boxes of computer paper weighing up to 40 pounds as required.

WORK ENVIRONMENT

Work is performed in an area with background noise from radios, telephones, fax/copy machine, and other equipment. Shift work is required, including weekends and holidays. Subject to shift being changed with minimal notice. May be required to work overtime, when necessary, sometimes on short notice. Subject to possible verbal abuse from callers, and frequent exposure to traumatic situations. The noise level for this environment is moderate. Indoors, with heating and cooling regulated, exposure to constant noise in a work environment with minimal natural lighting.

MISCELLANEOUS REQUIREMENTS

Must be able to work any assigned hours/shifts with varying days off. Subject to emergency call-in. Must successfully complete an extensive background investigation; must not possess any felony convictions; and must pass pre-employment drug testing and physical.

SUPERVISORY RESPONSIBILITIES

None.

NOTE

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as needed.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.