911 Telecommunicator / Emergency Call Taker – Full-Time

Pafford•Gulfport, MS

3d•Onsite

About The Position

This is a full-time position for a 911 Telecommunicator / Emergency Call Taker. The role involves receiving, prioritizing, and handling multiple simultaneous emergency and administrative phone calls. This includes processing requests for ambulance services, identifying the nature of problems through questioning, and summarizing critical information for public safety first responders using the computer-aided dispatch system. The position requires accessing and operating computer databases, searching websites, and effectively transmitting information by radio and telephone. Telecommunicators will also receive and transmit information from law enforcement, fire/medical personnel, and other public safety agencies, and contact outside public service agencies as requested.

Requirements

Ability to perform oriented tasks efficiently and accurately in a fast paced, high stress environment.
Ability to listen, speak and write articulately clearly and interact with the public, a diverse workgroup, and emergency staff without confusion.
Ability to refer common patient care issues to supervisory authority.
Ability to gain an understanding of the current telecommunications organizational structure, policies, procedures, programs, practices, terminology and services.
Ability to maintain files.
Ability to concentrate and evaluate information when handling angry, difficult, hysterical or uncooperative callers.
Ability to effectively listen with communication equipment.
Ability to communicate respectfully and effectively.
Ability to participate in effective teamwork by being self motivated, accepting of assignments and by completing assignments within agreed upon deadlines.
Ability to identify problems and collect, summarize and relay information.
Ability to summarize key individual characteristics and enter the information into the database, (while using correct grammar, spelling and punctuation) for use by co-workers and pre-hospital care staff.
Ability to demonstrate leadership qualities such as adaptability, flexibility, dependability, punctuality and accountability through quick, effective responses to change.
Ability to remain calm in stressful situations and assist other staff to appropriately handle stressful situations.
Pass a criminal background check and drug screening test prior to the start of training.

Nice To Haves

Work experience preferably in a customer service or public relations environment.
Ability to speak a foreign language is a bonus.
An outgoing, positive personality and professional work ethic is essential.
The desire and willingness to be part of a team.

Responsibilities

Receive, prioritize, and handle multiple, simultaneous emergency and administrative phone calls for assistance, such as car accidents, medical emergencies, and hospital transfers.
Process requests for emergency and non-emergency ambulance service, referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.
Identify, through appropriate and timely questioning of the caller, the nature of the problem.
Summarize critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation.
Refer and classify calls for assistance according to the level of response required, as outlined in the policy and procedure guidelines.
Access and operate computer databases and search websites as necessary.
Receive and transmit information effectively by radio and telephone.
Receive requests by radio, phone, electronic format or fax from law enforcement, fire/medical personnel, and other public safety agencies to access, enter, retrieve, and disseminate information.
Prioritize and effectively relay information in proper format to the requesting agency.
Contact outside public service agencies as requested and relay information as required.