911 Public Safety Telecommunicator, Lead

Pinellas County Government•Largo, FL

7d•Onsite

About The Position

Performs advanced public safety telecommunications work involving the receipt and documentation of routine and non-routine exchanges typical to Fire/EMS/Police 911 emergency calls and public safety related non-emergency calls; performs the full range of fire dispatch and radio operations functions as needed, takes on a formalized role of leader, mentor, and trainer; acts as a backup and liaison to the supervisor on duty.

Requirements

Must be at least 18 years of age or older with a High School Diploma or equivalent (G.E.D.) and able to speak, write, and comprehend the English language.
Must successfully obtained and be able to maintain required certifications including, but not limited to: Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS) Level 3 – CJIS Security & Awareness Certification; State of Florida 911 Public Safety Telecommunicator Certification; Emergency Medical Dispatch and Emergency Fire Dispatch Certification from the International Academies of Emergency Dispatch, and Cardiopulmonary Resuscitation (CPR) Certification upon appointment;
Two (2) years of experience in an emergency communication center environment, including experience with IAED emergency medical and fire dispatch protocols, which includes one (1) year of experience in public safety telecommunications work that includes training/mentoring new telecommunicators and/or evaluating quality of work/performance measures; or
An equivalent combination of education, training, and/or experience.
Have at least two (2) years of experience in an emergency communication center environment, including experience in both the call taker and radio operator skillsets, which includes one (1) year of experience in public safety telecommunications work that includes training/mentoring new telecommunicators and/or evaluating quality of work/performance measures;
Successfully obtained and be able to maintain the APCO Certified Training Officer (CTO) Certification, or willing to obtain CTO Certification when first training class after promotion is available.
Demonstrate more advanced proficiency, competency, and satisfactory completion of regularly assigned work, as a Public Safety Telecommunicator, in an independent manner.
Participate in duties beyond basic requirements such as training, mentor program, TERT, CISM, participation in a professional organization, project management, committee (internal or external), etc.
During disaster situations, you are required to remain at the 9-1-1 center until released, potentially overnight(s). (You are compensated for your time.)
Knowledge of automated office equipment, practices, and procedures;
Knowledge of basic radio equipment operations and procedures (receiving and transmitting);
Knowledge of basic telephone equipment operations and procedures;
Knowledge of public safety software applications;
Knowledge of County geography, corporate areas, roadway networks, locations of important attractions, major buildings, subdivisions, and hospitals;
Knowledge of Health Insurance Portability and Accountability Act (HIPAA) and the rules and regulations pertinent to area of assignment;
Knowledge of police, fire and medical terminology, grammar, spelling, and math;
Knowledge of recordkeeping practices and procedures;
Skill in the application of quality customer service;
Skill in the operation of automated office equipment;
Ability to apply basic computer applications;
Ability to distinguish varied pitches of bells, signals, and tones and different colors;
Ability to hear through a headset while positioned at a workstation for an extended period of time;
Ability to make prompt, accurate decisions during emergency situations;
Ability to react calmly and secure essential information when dealing with excited persons;
Ability to simultaneously handle multiple calls/tasks;
Ability to speak in a clear well-modulated voice and deal with the public in a firm, courteous, tactful, and impartial manner;
Ability to type at a reasonable rate of speed.

Responsibilities

Act as the primary resource for providing assistance to the floor staff when needed.
Ensures associates implement on-the-job best public safety practices in responding to and handling emergency calls applying the International Academies of Emergency Dispatch protocols;
Acts in the absence of a supervisor;
Receives telephone calls requesting assistance or information from citizens or emergency service agencies/personnel;
Screens calls, determines the appropriate actions, and initiates action as required by standard operating procedures;
Uses phone location services as needed to determine where to send emergency assistance;
Dispatches the proper equipment to handle Fire/EMS emergencies, relays information, and executes tasks/requests related to these emergencies;
Makes contact and maintains communication with other agencies such as State Watch Office, Florida Fish and Wildlife Commission, Bayflite, Tampa Bomb Squad, National Transportation Safety Board, FBI, United States Coast Guard, Department of Environmental Protection, National Oceanic Atmospheric Administration (NOAA), Department of Health, State Forestry Service, Federal Aviation Administration (FAA), Department of Homeland Security, all local police agencies, etc.;
Maintains accurate records of incoming and outgoing calls by entering information into computer;
Monitors radio transmissions on required radio channels, responds to requests made over said frequencies, and maintains appropriate documentation of actions;
Operates telephone systems, computer-aided dispatch terminals, radio, and associated peripheral communications equipment;
Maintains knowledge of medical terminology;
Function as mentor to all employees to encourage ongoing development
Demonstrates leadership at all times;
Coordinates with other agencies in relaying or securing information and maintains constant contact with established operating frequencies;
Participates in recruitment and hiring of new telecommunicators;
Collaborates with the Training Supervisor in the review, development, maintenance, and implementation of telecommunicator training standards and materials;
Assists Training Supervisor with classroom training;
Provides instruction, coaching, and feedback to trainers;
Conducts remedial training to correct performance deficiencies as directed by the supervisor;
Trains and mentors new radio operators and call takers as directed by management;
Conducts quality assurance reviews when assigned to the Quality Assurance team;
Informally review calls (Fire/EMS, Law, PD Transfers, and Admin) as they come in and are handled for real time assistance and feedback, both positive and constructive.
Assists with continuing dispatch education training;
Identifies work environment issues and makes improvement recommendations;
Promotes teamwork and positive morale;
Manage small projects as assigned by management;
Performs other related job duties as assigned.