TELECOMMUNICATOR TRAINEE

City of Miami Gardens; Miami Gardens (FL); On-site; USD 38,000 - 52,000; Full time

Job summary

City of Miami Gardens is seeking a Telecommunicator Trainee for a full-time, non-exempt position in the police department. The role includes handling emergency and non-emergency calls, dispatching police and resources, and using CAD and radio systems.

The trainee will undergo structured training to achieve PST Apprenticeship certification, FCIC/NCIC access, and NIMS training, with shifts including nights and weekends.

Qualifications

• Requires a high school diploma or equivalent.
• Prior customer service, clerical, call center, dispatching, or public safety experience is preferred.
• Must successfully complete required pre-employment assessments and training programs including PST Apprenticeship.

Responsibilities

• Receives and processes emergency and non-emergency calls for police services and determines appropriate response.
• Dispatches police personnel and equipment via CAD, radio, and telephones.
• Enters and retrieves information from CAD, FCIC/NCIC, and other systems.
• Maintains logs and documentation related to calls and communications activity.
• Operates communications equipment and participates in routine testing and troubleshooting.
• Responds calmly to stressful situations and completes required trainings and certifications.

Skills

Customer service

Telephone etiquette

Computer literacy

Microsoft Office

Clear communication

Decision making under pressure

Multi-tasking

Professionalism

Teamwork

Shift work

Education

High school diploma or equivalent

Tools

CAD system

Multi-line telephone systems

Radio communications equipment

FCIC/NCIC system

Job description

This is a non-sworn, full-time, non-exempt trainee position involving responsible technical and communications work in receiving emergency and non-emergency calls directed to the City of Miami Gardens Police Department and dispatching appropriate personnel and resources for police and emergency response services.

Under the general supervision of the Telecommunications Supervisor or designee, the Telecommunicator Trainee participates in a structured training program designed to develop the knowledge, skills, and abilities necessary to perform emergency communications and dispatch functions. Duties involve operating a Computer Aided Dispatch (CAD) system, multi-line telephone systems, radio communications equipment, and related public safety technology systems.

Incumbents must successfully complete all required training phases and obtain applicable certifications within the required timeframes as a condition of continued employment.

This is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may be required to perform all duties listed, and may be required to perform additional, position-specific tasks.

Receives and processes emergency and non-emergency calls for police services, obtaining accurate and critical information to determine the appropriate response.

Dispatches police personnel and equipment using the Computer Aided Dispatch (CAD) system, radio systems, telephones, and related communications equipment.

Enters, updates, and retrieves information from CAD, FCIC/NCIC, and other law enforcement communication systems.

Provides information and referral assistance to the public regarding police procedures and services.

Monitors multiple communication channels simultaneously and maintains situational awareness during emergency and high-volume incidents.

Maintains accurate logs, records, and documentation related to calls for service and communications activity.

Operates communications equipment and participates in routine testing and troubleshooting of systems and equipment.

Responds calmly and professionally to stressful and emergency situations while gathering and relaying critical information.

Attends and successfully completes required training programs, certifications, drills, and continuing education courses.

Performs other related duties as assigned.

Knowledge, Skills and Abilities

Knowledge of customer service principles and telephone etiquette. Knowledge of computers, Microsoft Office applications, and basic data entry procedures. Ability to communicate clearly, calmly, and effectively, both orally and in writing, during routine and emergency situations. Ability to analyze information quickly and make sound decisions under stressful and time-sensitive conditions. Ability to multi-task and manage several incidents simultaneously while maintaining attention to detail. Ability to remain composed and maintain professionalism during high-volume and emergency situations. Ability to understand and follow oral and written instructions. Ability to establish and maintain effective working relationships with employees, law enforcement personnel, outside agencies, and the public. Ability to work rotating shifts, including nights, weekends, holidays, overtime, and emergency activations.

Education & Experience Requirements

Requires a high school diploma or equivalent. Prior customer service, clerical, call center, dispatching, or public safety experience is preferred. Must successfully complete all required pre-employment assessments, including CritiCall testing and other communications aptitude evaluations as established by the Department. Must successfully complete all required Departmental training programs, including participation in and successful completion of the State of Florida 911 Public Safety Telecommunicator (PST) Apprenticeship Program through Miami Dade College. Participation in the apprenticeship program requires the employee to enroll at Miami Dade College as a part-time student, attend required classes and training sessions, maintain satisfactory progress in the program, and successfully complete all academic and practical training requirements established by the College, the State of Florida, and the Department.

Must obtain and maintain the State of Florida 911 Public Safety Telecommunicator (PST) Certification, FCIC/NCIC certification, and required National Incident Management System (NIMS) training within the timeframes established by the Department and/or applicable regulatory requirements. Continued employment is contingent upon successful completion of required training and maintenance of all required certifications.

Must possess and maintain a valid Florida Driver License and satisfactory driving history throughout employment. Employees are subject to shift assignments and must be available to work all shifts, including nights, weekends, holidays, overtime, and extended emergency operations during hurricanes, natural disasters, or other critical incidents. Applicants selected for employment must successfully complete an extensive background investigation, fingerprinting, polygraph examination, and all applicable CJIS/FCIC security requirements.

Employees participating in City-sponsored Telecommunicator training, certification, and/or apprenticeship programs may be required to execute a Training Reimbursement Agreement requiring a specified period of continued employment. Employees who separate from employment prior to satisfying the required service commitment may be responsible for repayment of applicable training-related expenses on a prorated basis in accordance with the executed agreement.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a modern communications center environment utilizing computers, telephones, radios, CAD systems, and related communications equipment. Duties are primarily performed in a seated position and may involve prolonged periods of concentration, multi-tasking, and exposure to stressful emergency situations. Work is performed in a temperature controlled modern office setting, mostly from a seated position at a modular workstation. The employee must occasionally lift and move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The noise level is quiet to moderately loud.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand, and to use hands and fingers to handle, feel or operate objects, tools, or controls; and reach with hands and arms.