9-1-1 Telecommunicator Trainee

About the role

The 9-1-1 Telecommunicator Trainee will be trained and certified to serve as the public’s primary point of contact when requesting a response by public safety resources. The role requires complete dedication to the training program and instructors while promoting the Department’s core values of integrity, respect, and customer service.

Responsibilities

• Train to receive and process calls from the public, accurately assigning requests for police, fire, emergency medical units, and other public safety resources.
• Train to facilitate communication coordination with public safety agencies and their resources.
• Become knowledgeable in county geopolitical boundaries, major highways, and landmarks.
• Learn day-to-day operations in accordance with all communication center written directives, policies, procedures, and guidelines.
• Learn to utilize tools and technologies such as telephone systems, computer-aided dispatch terminals, radio, and associated peripheral communications equipment.
• Receive instruction on accurately recording information on forms and logs as dictated by policies and procedures.
• Obtain job-related certifications, including but not limited to:
  • Association of Public-Safety Communications Officials (APCO) Public Safety Telecommunicator
  • Commonwealth Law Enforcement Assistance Network (CLEAN)
  • PEMA Telecommunicator
  • Emergency Medical Dispatch (EMD)
  • CPR
• Develop and maintain teamwork while promoting positive morale.
• Perform other related duties as assigned.

Supervisory Controls

Day-to-day operations are guided by Department and Division written directives, policies, procedures, and guidelines. Situations outside the scope of these guidelines are reviewed by training staff as needed. Suggestions for improvements or solutions to unusual problems are encouraged and should be directed to immediate supervisors.

Evaluation

Work is reviewed by the Professional Development Coordinator and Assistant Training Coordinator(s) through interactive observation, quizzes, class participation, and exams. Evaluation focuses on results obtained, fulfillment of training program objectives, and adherence to management philosophies, operational guidelines, and laws.

Requirements

• High school diploma or equivalency.
• No record of criminal convictions.
• Excellent interpersonal, oral, and written communication skills, with the ability to perform effectively in high-stress situations.
• Adequate computer and typing knowledge.
• Ability to work various shifts, including night shifts, rotating schedules, weekends, and holidays.

Physical Demands

• Ability to sit and stand for moderate periods of time.
• Manipulate computer-based hardware such as keyboards, phone handsets, keypads, and pointing devices (mouse, trackball).
• Perform handwritten dictation activity.
• Work at night and in all weather conditions.
• Occasionally perform light physical work, including reaching, pulling, and lifting.

Work Environment

• Work is confined to an immediate work area requiring continuous staffing.
• Time is spent at computer display terminals, viewing monitors, and observing incidents.
• Involves sensitive telephone contact with the public, who may be hostile, emotional, unstable, or physically/mentally distraught.
• Requires the ability to handle high-stress situations due to medical and other emergencies.
• Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
• The noise level in the work environment is usually low to moderate.