911 Telecommunicator Trainee

Panama City, City of•Panama City, FL

5d•Onsite

About The Position

This entry-level, highly responsible telecommunication trainee position processes citizen requests for emergency and non-emergency response by the Panama City Police Department and after-hours Panama City Utilities Department. Under the general guidance and leadership of the Chief of Police, the trainee is prepared for promotion to 911 Telecommunicator after successfully completing training and passing Florida certification testing. This is an emergency-essential position. The employee must perform emergency duties and actions to prepare, repair, and recover the City before, during, and after adverse storm events or other natural or manmade conditions. The role requires working in an indoor computer and telecommunications environment, with constant viewing of monitors and television screens, and may involve working during extreme weather conditions. Occupational stress and tension are a constant part of the job. The employee may be assigned other logical duties and may receive reasonable accommodations to perform essential functions. The City of Panama City is an Equal Opportunity Affirmative Action Employer.

Requirements

Graduation from high school or possession of an acceptable equivalency diploma.
Ability to type 25 CWPM.
Ability to learn and operate radios, Windows-based computer programs, DAVID, EAGENT, RMS, and computer-aided dispatch.
Ability to communicate effectively and tactfully with people at all levels of society.
Ability to complete all state requirements for certification as a Telecommunicator.
A comparable amount of training or experience may be substituted for the minimum qualifications.
Strong desire to assist others in a positive, servant-focused manner.
Knowledge of geography, streets, landmarks, and jurisdictions within the service area.
Ability to actively listen and extract essential information quickly and accurately under pressure.
Ability to remain calm, focused, and professional during emergencies, crises, and emotionally charged interactions.
Knowledge of emergency communication procedures, including call-taking, dispatching, and radio communication protocols.
Ability to work rotating shifts, including nights, weekends, and holidays, as required in 24/7 operations.
Ability to type accurately at a rapid pace to document calls and relay information.
Knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
Ability to learn proprietary and third-party software independently.
Ability to develop and maintain effective working relationships with City team members, elected officials, agencies, and the public.
Ability to communicate clearly, concisely, and professionally, including in high-stress situations.
Ability to adapt to evolving technology, systems, and procedures in emergency communications.
Ability to exercise independent judgment while following established processes and procedures.
Ability to multitask and stay organized as priorities change.
Ability to maintain confidential and sensitive information and understand the impact of information accuracy on the team.
Ability to solve problems resourcefully in accordance with established policies and practices.

Responsibilities

Process emergency and non-emergency requests for police and after-hours utility personnel.
Use computer systems to process information requests, analyze responses, and relay information to responders promptly.
Maintain the status of assigned personnel, including their location, availability, and equipment.
Coordinate the movement and assignment of personnel and equipment to provide city services effectively and promptly.
Operate communications equipment, including radios, telephones, data recording devices, TTY devices, and computers.
Assess the type of service needed by citizens and officers in the field using logic and sound judgment.
Interpret codes, ordinances, policies, procedures, and geographical boundaries.
Coordinate services using multiple information sources, including NCIC/FCIC, Computer-Aided Dispatch, Records Management Systems, databases, and directories.
Enter data into CAD systems, logbooks, and records management systems.
Work shifts as necessary, including 12-hour and rotating shifts, and be subject to emergency recalls.
Perform other duties as assigned.