Public Safety Communicator I

Fairfax County•Fairfax (Ej11), VA

2d•Onsite

About The Position

Do you want to make a difference in your community? Would you find it rewarding to be a crucial link in the public safety chain? If you answered yes to these questions, then you may be a good fit for Fairfax County's Department of Public Safety Communications (DPSC). DPSC, also known as Fairfax County 9-1-1, is a nationally recognized public safety communications agency and we are searching for new team members. DPSC is the largest 9-1-1 Center in the Commonwealth of Virginia, one of the ten largest in the United States, as well as being one of the most technologically advanced 9-1-1 centers in the United States. As essential staff members of the agency, Public Safety Communicators (PSCs) are the first people that a caller interacts when reporting emergencies in Fairfax County. Our PSCs receive extensive paid training to gain the knowledge, skills and abilities that will allow them to be independent decision makers while adhering to established policies and procedures. Through continued training, PSC I's have the opportunity to advance to the higher PSC II and PSC III skill sets. From their training, our PSC’s: Answer 9-1-1 emergency and other calls from the community as well as dispatching police, fire and rescue and sheriff's office resources Make lifesaving decisions and provide clear direction and advice, including pre-arrival medical instruction to callers reporting medical emergencies. Fairfax County employees are eligible for a comprehensive benefits package, and participation in a Defined Benefit Retirement Plan, with retirement eligibility after 25 years of service. All applicants must have the ability to: Perform work assignments at different work locations when required Work holidays, work every other weekend and work shifts during days, evenings, or midnights Accept last minute changes in their schedule Compensation: The non-negotiable starting salary for this position is $27.2721 per hour, except for current Fairfax County merit employees, who will retain their current salary as long as it does not exceed $33.1490. To learn more about our Public Safety Communicator, please click here or copy and paste the following link: https://www.fairfaxcounty.gov/911/careers into a new browser to view our recruitment video for the Public Safety Communicator.

Requirements

By the end of the probationary period, thorough knowledge of the policies, procedures, process, laws, ordinances, and regulations affecting public safety call-taking, and the ability to apply them appropriately
By the end of the probationary period, skill in operating all equipment, systems, and consoles to receive, record, and monitor data about emergency/non-emergency calls
Ability to listen and obtain essential information by telephone
Ability to listen and respond effectively to abusive and excited callers without deterioration of quality of service
Ability to quickly assess the scope and magnitude of an emergency
Ability to demonstrate understanding, compassion, and empathy
Ability to act quickly and decisively
Ability to work calmly and effectively under stress
Ability to exercise tact and sound judgment
Ability to speak clearly and concisely in English
Ability to maintain control and manage calls while conveying confidence
Ability to exercise tact, judgment, confidence, and authority
Ability to establish and maintain good working relationships with co-workers and others
High school graduation or possession of a GED issued by a state department of education
Within a specified time period, satisfactory completion of a prescribed training program
Within a specified time period, trainees must attain and maintain the following certifications: Basic Dispatcher certification; Certification in cardiopulmonary resuscitation (CPR); Certification in Automated External Defibrillation (AED); Certification in Emergency Medical Dispatch (EMD); Certification as a Virginia Criminal Information Network (VCIN) Operator Level C.
Must be 18 years of age at time of hire
Must be a United States citizen; or a lawful permanent resident of the United States and eligible for naturalization
Must successfully complete a criminal background investigation, polygraph examination prior to employment
Must be able to perform essential job functions (reasonable accommodation may be made on a case-by-case-basis)
Must have never committed, been involved in, or been convicted of, a felony or serious misdemeanor
Must be of good character and reputation
Must be able to work a 12-hour shift plus a mandatory ½ hour roll call prior to the shift, (days and nights) including holidays and weekends.
Must be able to accept last minute schedule changes.
May be required to work up to 16 hours in emergency situations.
Must have the ability to sit/stand for prolonged periods of time as required.
Physically able to write legibly as required by public safety protocols.
Communicate by speaking, articulating, and enunciating clearly in English.
Hear 40 dB at 500, 1000, and 2000 Hz according to DOT Standards.
See, using the Snellen Standard, at least 20/40 acuity in each eye with or without correction and at least 70 degrees peripheral in horizontal meridian measured in each eye.
Type a minimum of 3500 keystrokes per hour, accurately using various keyboard configurations (as per agency standards) to record and transmit caller information to include address, location, phone numbers, and other time-sensitive event details to public safety field personnel.
Travel to work at other locations, to include the alternate 9-1-1 center.
Able to perform job using standard agency equipment.

Nice To Haves

Bilingual in English and another language

Responsibilities

Serves as primary point of contact for reporting all 9-1-1 emergencies in Fairfax County
Represents the County and Department in a professional manner and with a high level of customer service
Provides information or directions to callers, police, fire & rescue/EMS, and other public safety agencies, adhering to DPSC, Police, Fire & Rescue department policies and procedures governing the dissemination of information
Operates a sophisticated workstation comprised of multiple computer systems including Automatic Call Distribution (ACD) 9-1-1 emergency and non-emergency telephone system, geographical mapping tools (GIS and aerial photography), Computer Aided Dispatch (CAD), and other repositories of critical information, etc. to answer, triage and process incoming emergency and non-emergency calls for service from the general public or other public safety agencies for the protection of life and property
During a life-threatening emergency, establishes communications with the caller, provide safety/life-saving instructions, and maintains control of the conversation until units arrive on the scene
Interacts with callers who may be injured, distressed, distraught and/or emotional, and also public safety field personnel on the telephone and radio to accurately communicate information and instructions in all situations
Gathers, classifies, and supplements pertinent information obtained from the caller and enters it into the CAD system, consistent with appropriate protocols
Establishes communications with hearing impaired callers through the TTY application of the telephone system
Facilitates language interpretation between non-English speaking callers and interpreters to provide assistance needed
Provides all services in a "manual mode" (i.e., non-computerized environment) when primary CAD system is not available
During computer down time, operates the back-up telephone system (BUTS) and TTY device, uses the street directory, telephone lists, and complaint cards, etc. to generate the appropriate public safety response
Performs job duties at the alternate 9-1-1 center if activated or during tests/drills