911 Telecommunicator

Ramsey County (MN) • Saint Paul, MN

328d

About The Position

The current vacancies are in the Emergency Communications Department. The eligibility list created by this vacancies may be used to hire other vacancies in the department or County. The position involves answering 9-1-1 emergency and non-emergency calls from the public, interdepartmental calls from police, fire and ambulance services, and calls from other public safety agencies. The role requires monitoring four to six computer screens while efficiently gathering, prioritizing, and documenting caller information. Callers will be provided with appropriate advice or referral, or police, fire, and/or emergency medical (EMS) services will be initiated. The position also includes performing data channel duties when scheduled, operating Computer Aided Dispatch (CAD), 800 MHz radio, and multiple sophisticated communications equipment systems, and performing related duties as assigned.

Requirements

• High school graduation or equivalent.
• Two years of customer service experience; or one year of experience where providing service for police, fire and EMS services was the primary responsibility.
• Associate and/or bachelor's degree may substitute for the two years of work experience.

Nice To Haves

• Work experience preferably in a telephone/call center environment.
• Ability to speak and understand a language other than English for effective communication with callers.

Responsibilities

• Operate multi-line 9-1-1 emergency phone system; respond to emergency and non-emergency calls by either handling directly or transferring to appropriate agencies.
• Condense large amounts of information into readable, sensible typed remarks in a timely manner and use appropriate acronyms and codes essential to appropriate call processing.
• Maintain familiarity with the standard operating procedures and appropriate manuals that provide thorough knowledge of Emergency Communications Center operations and procedures.
• Access and operate multiple federal, state and local data base systems to query, enter, modify, clear and cancel information as requested.
• Compose and/or send various teletypes or comprehend and process correctly those received.
• Provide excellent customer service to community members and law enforcement requests for information.
• Comprehensive knowledge of the geography of all agencies served including the location of streets, important structures and landmarks.
• Prioritize and effectively relay requests by radio, phone, electronic format or fax from law enforcement personnel, or other public safety agencies.
• Provide on-going timely updates within CAD for law or fire dispatcher or responding field personnel as you receive information.
• Testify in court when required.
• Deal with sensitive information in a discreet and professional manner by maintaining confidentiality.
• May train new employees and provide coaching and complete daily observation reports.

Benefits

• Equal Opportunity Employer
• Veteran's Preference points applied after passing the examination process.
• Criminal background checks conducted for all employment offers.

What This Job Offers

• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED