Telecommunicator

About the role

Telecommunicators process incoming and outgoing emergency and non-emergency calls, 9-1-1 texts and emergency data. They dispatch emergency resources and communicate with Police, Fire and EMS units. They remain calm as they provide medical assistance and life-saving instructions that ensure caller safety. Fluctuations in call volume can cause the job to be fast paced and high stress at times.

Responsibilities

• Receives emergency calls; gathers maximum amount of caller information in minimum amount of time; determines appropriate response; and dispatches field officers and other emergency personnel accordingly.
• Renders life-sustaining CPR and other pre-arrival medical instructions to callers, when necessary following requests for ambulances.
• Responds to inquiries and/or requests for service and provides callers with appropriate department or agency information.
• Translates information into a computer-aided dispatch (CAD) system for proper and timely dissemination and recommendations.
• Records time of call, emergency personnel dispatched, response time, and final disposition of call, as required.
• All vacant calls are interrogated for TTY generated calls and/or called back to ascertain nature of calls.
• Reviews, updates, and maintains Indiana Data and Communication System (IDACS) and National Crime Information Computer (NCIC) information.
• Monitors and receives alarm system activations and dispatches officers, fire departments, or ambulances when necessary.
• Notifies appropriate representatives of alarms or any malfunctions until cleared.
• Takes all reasonable steps to maintain a safe work environment.
• Performs related duties as assigned.

Qualifications

• Minimum knowledge equivalent to a high school education.
• Eighteen months of additional training in an emergency service field, communications, leadership, or secondary education, preferred.
• Experience equivalent to one year of clerical experience that includes typing, answering phones, and taking messages preferred.
• Must be able to complete training within one year, including:
  • Completes standards-approved Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) training courses.
  • Demonstrates ability to quickly identify the seriousness of a problem and provide real-time CPR and life-sustaining first aid instructions.
  • Demonstrates knowledge of and ability to use emergency medical terminology.
  • Adheres to national standards and Priority Dispatch ProQA standard protocol.
  • Translates information quickly into and through different computer systems.
  • Demonstrates thorough knowledge of area law enforcement demands.
  • Effectively receives and dispatch calls both spoken and via computer terminals.
  • Acquires the following certifications: EMD, EFD, EPD, CPR, IDACS/NCIC.
  • Uses all communications radio frequencies.
  • Reads and comprehends maps and provides clear and concise directions.
  • Appropriately receives, maintains and logs all emergency and non-emergency related calls.
• Ability to meet all departmental hiring and retention requirements including passing a thorough background and criminal history checks.

Work environment

• Performs duties in an office environment and is frequently exposed to stressful situations associated with requests for emergency assistance.
• Often continues on duty during a shift with little break time.
• Ability to clearly and calmly respond during stressful situations.
• Ability to work assigned hours, including overtime and work on holidays and weekends.
• Central Emergency Dispatch is a 24-7 operation. Telecommunicators work 8-hour shifts and 12-hour shifts. Shifts are determined by department needs. Some OT is required.
• Shifts are Days, Mids, and Nights. Hours vary during the training period, which can last up to a year. Shifts bids are done by seniority each January.

Personal work relationships

Maintains frequent contact with police, fire, and ambulance personnel county-wide, and members of the public for a variety of purposes, including coordination of telecommunication operations, and non-routine contact with callers requesting emergency assistance in situations that jeopardize public safety.

This response is AI-generated, for reference only.