911 Dispatcher I

About the position

This is a skilled and technical position responsible for answering all incoming emergency and non-emergency phone calls including the Marion County Enhanced 9-1-1 System. Provides support for dispatch peers and reports to the 911 Shift Supervisor.

Responsibilities

• Assists with answering all incoming phone lines to include emergency 9-1-1 lines and all non-emergency lines.
• Able to prioritize and handle large volume of incoming calls.
• Remains calm to assist hysterical callers during incidents of volatile situations.
• Knowledge of geographic boundaries is needed to assist and respond appropriately to citizen requests for information, directions and service.
• Able to read various maps associated with geographic boundaries.
• Provides police and emergency assistance to the deaf community and demonstrates the ability to properly operate the Telecommunications Device for the Deaf (TDD).
• Respects human diversity and responds professionally in all situations.
• Demonstrates active and accurate listening ability.
• Familiar with support agencies and able to refer citizens according to need.
• Ability to access numerous resources manuals and directories to provide thorough and complete service to peers and citizens.
• Requires constant manual typing into a formatted screen.
• Ability to operate standard computer keyboards and to maneuver various computer programs and the related software.
• Minor equipment troubleshooting and maintenance to include paper and ribbon changes.
• Able to complete and process work related forms in a timely manner.
• Ability to monitor and read five to seven CRTs simultaneously.

Requirements

• High School Diploma or G.E.D. required.
• Specialized schooling and/or on the job education in a specific skill area (e.g. data processing, clerical/administrative, equipment operation etc.)
• Two (2) years' related experience and/or training is preferred.
• Experience in customer relations is preferred.
• Florida Operators Driver's License with an acceptable driving record.
• Successful completion of the ETC Basic Telecommunications Certification Training (within 2 months of employment).
• Successful completion of the Call Taker Training Program (within 2 months of employment).
• Successful completion of the FCIC/CJIS Training/Certification (within 2 months of employment).
• Successful completion of CPR/EMD/EFD/EPD Certification (within 2 months of employment).
• Successful completion of State of Florida PST Certification (within 1 year of employment).
• Successful completion of TTY Certification (within 2 months of employment).
• Successful completion of FEMA IS 100 Certification (within 2 months of employment).
• Successful completion of FEMA IS 200 Certification (within 4 months of employment).
• Successful completion of FEMA IS 300 Certification (within 4 months of employment).
• Successful completion of FEMA IS 700 Certification (within 2 months of employment).

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Medical FSA (Flexible Spending Account) and Dependent Care FSA
• Pet Insurance
• Employee Health & Wellness Center
• Voluntary Cancer Insurance
• Supplemental Critical Care Insurance
• Supplemental Accident Insurance
• Legal Plan Insurance
• Deferred Compensation Plan
• Direct Deposit
• Discounts - Theme Park
• Employee Assistance Program (EAP)
• Holidays and Paid Time off
• Retirement Plan
• Training Programs
• Tuition Reimbursement