911 Call Taker

About the role

The TELECOMMUNICATOR I (TC-I) works under the general supervision of the communications shift supervisor and communications assistant supervisor. They perform functional work related to the operation of the communications center.

Responsibilities

• Answers emergency and non-emergency phone calls and quickly determines if the call is for emergency services to include fire, EMS, and/or law enforcement responses and enters details of the request into a CAD terminal to facilitate dispatch to the appropriate agency.
• Notifies other agencies or the proper authority of requests for service, including transferring the call when necessary.
• Provides all pertinent information for the transfer.
• Researches and relays all pertinent information to the dispatcher regarding calls for service using local agency records and information from other available resources.
• Maintains cleanliness and operational readiness of assigned work area and equipment and reports any equipment malfunctions to supervisory staff through chain of command, submitting the appropriate work order as needed.
• Initiates and utilizes language line and conference call services as needed.
• Handles inquiries from law enforcement and fire rescue personnel.
• Performs other work as requested.

Requirements

• A High School Diploma or GED.
• Familiarity with routine office procedures.
• Prior customer service, basic telephone skills, and radio experience is helpful but not required.
• Knowledge of Hernando County geography including current and new roadways, major intersections, popular businesses, local attractions and adjoining counties is helpful but not required.

Qualifications

• Training and Experience:
• A High School Diploma or GED.
• Familiarity with routine office procedures.
• Prior customer service, basic telephone skills, and radio experience is helpful but not required.
• Knowledge of Hernando County geography including current and new roadways, major intersections, popular businesses, local attractions and adjoining counties is helpful but not required.
• Knowledge, Abilities And Skills:
• Knowledge of proper English grammar, spelling, and punctuation.
• Knowledge of modern office procedures, methods, and equipment.
• Ability to think clearly and react effectively in an emergency situation.
• Ability to work independently and meet schedules and deadlines of the work.
• Ability to elicit critical information in a stressful or life threatening situation.
• Ability to exercise one’s own initiative and judgment and provide aid as needed for calls for service.
• Ability to perform a variety of duties, often changing abruptly from one task to another of a different nature.
• Ability to maintain clear, concise and accurate logs and records.
• Ability to type at least 30 words per minute.
• Ability to interact effectively, professionally, and politely with co-workers and the public.
• Ability to multi-task under high-stress situations.
• Ability to gain and maintain control of a conversation and adapt as needed due to unforeseen circumstances.
• Ability to achieve and maintain the following certifications: Florida 911 Public Safety Telecommunicator, Emergency Medical Dispatch (EMD), FCIC/NCIC, Driver and Vehicle Information Database (DAVID), CPR.
• Essential Physical Skills:
• Ability to communicate effectively, both orally and in writing.
• Ability to access, input, and retrieve information from a computer.
• Ability to sit for long periods of time.
• Ability to lift up to 5 pounds.

Environmental Conditions

Work inside under frequent stressful situations. Reasonable accommodation will be provided for qualified individuals with a disability.

Equal Opportunity Employer