911 Telecommunicator

State of careers Rhode Island • RI State Police Safety Complex, RI

2d • $59,609 - $68,285 • Onsite

About The Position

GENERAL STATEMENT OF DUTIES: To operate a multi-functional, automated emergency communications console on an assigned shift within a 24-hour statewide public-safety communications system; responds to and coordinates requests for emergency services by determining service needs and transferring caller to appropriate dispatch agency, such as police, fire, or emergency medical services (EMS), for direct agency intervention; and to do related work as required. SUPERVISION RECEIVED: Works under the general direction of a shift supervisor who monitors daily work activities in process and reviews daily work activities or as completed for conformance with division standards. SUPERVISION EXERCISED: None.

Requirements

• Ability to speak clearly and succinctly during stressful situations and speak with upset persons in such a way as to determine nature of problem for appropriate call transfer and pre-arrival medical procedure.
• Ability to react quickly and concentrate in emergency situations.
• Ability to remain calm in stressful situations.
• Capacity to work with advanced telecommunications equipment.
• Ability to work with high volume of work over a long period of time.
• Capacity to speak clearly with good diction.
• Ability to report for duty in extreme weather and road conditions.
• Ability to remain on duty for extended periods when staffing or other emergencies exist.
• Ability to perform multiple physical functions often simultaneously (listen, speak, record, type and transfer calls).
• Ability to follow direction, protocols and procedures, and work harmoniously in a structured environment.
• Ability to multi-task and navigate between several different software programs.
• Graduation from senior high school.
• Employment in a responsible high call volume public-safety environment or other call-heavy telecommunications environment involving intense customer contact in a service delivery agency.
• Computer proficiency in current applications and platforms including, keyboard/typing skills.
• Comprehensive background investigation conducted by the Rhode Island State Police.
• Physical examination.
• Psychological evaluation.
• Approved first aid training program within six months of appointment and maintain current certification.
• Emergency Medical Dispatcher (EMD) certification classes (3.5 days of training, and thereafter 24 hours of on-line certification classes every 2 years).
• ICS 100 and ICS 200 FEMA courses and certification no later than the end of the 130 working day probationary period.
• Attend mandatory candidate orientation meeting.
• Ability to work a non-traditional work week of four (4) days on, two (2) days off.
• May be required to work involuntary overtime.
• RI E 9-1-1 Call Center employees are considered "essential personnel" and as such provide public-safety emergency communications services and are required to work during adverse weather conditions, which may require travel during adverse weather conditions.
• Ability to check departmental email while off duty.

Responsibilities

• Operate a multi-functional, automated emergency communications console on an assigned shift within a 24-hour statewide public-safety communications system.
• Respond to and coordinate citizens' requests for emergency services by determining service needs and transferring caller to appropriate dispatch agency, such as police, fire, or emergency medical services (EMS), for direct agency intervention.
• Operate 9-1-1 public safety answering point communications console which may include multi-line telephone routing technology, GIS mapping software, overhead imagery software, computer-aided dispatch software, texting software, emergency medical dispatch (EMD) software, intercity police and fire radio and voice-recording equipment and other related software as directed.
• Determine the caller's emergency need(s), validates address information for either voice or text-to-911 calls, and transfer calls to appropriate emergency service agency or agencies for direct agency intervention.
• Provide medical instruction and support over the telephone using knowledge gained as a certified provider of adult/child/infant CPR-first aid and emergency medical dispatch protocols.
• Provide specific pre-arrival medical instructions using state-of-the art call-taking software while callers await the arrival of first responders.
• Record any database discrepancies for corrective action and maintains other appropriate logs.
• Receive 911 text calls in lieu of voice communications using the SMS (short message service) messaging system also known as texting or Text-to-911.
• Filter out repeat calls for the same incident after third report is transferred.
• Divert non-emergency calls and discourage inappropriate calls.
• Operate instant retrieval tape recorder and computer screen to facilitate transfer process.
• Provide follow up on all "closed line" and uncommunicative calls.
• Speak with irate, upset, irrational persons to collect information.
• Remain on the line with caller to update dispatch agency of changing events.
• Recognize unique critical situations and alerts shift supervisor while continuing to deal with call.
• Initiate a "Ping" or "Exigent Request" via the supervisor relative to location information or subscriber name and address information in instances where the safety of the caller and/or general public is in jeopardy.
• Consult with shift supervisor on any difficult or unusual situations.
• Follow system procedures, and organizational directives.
• Record and report any 9-1-1 system or telephone network dysfunction for corrective action.
• Ensure and maintain the security of proprietary information and activity as required by law.
• Do related work as required.

Benefits

• Information regarding benefits available to State of Rhode Island employees can be found on the Office of Employee Benefits' website.
• Direct deposit for all employees is required for hires after September 30, 2014.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED