Public Safety Telecommunicator

Sumter County Board of County Commissioners•Wildwood, FL

6d•Onsite

About The Position

The 911 Public Safety Telecommunicator receives and processes emergency and non-emergency calls, dispatches appropriate services, and maintains accurate records. The position provides dispatch services for Fire, Emergency Medical Services (EMS), Animal Services, and after-hours support for government entities. It requires clear communication, composure under pressure, adaptability, and the ability to quickly assess information from the public and emergency personnel and take appropriate action. The telecommunicator uses radio, telephone, computer-aided dispatch (CAD), and related equipment and software to coordinate response units and process calls. The role includes following scripted triage protocols and approved procedures, providing pre-arrival instructions, documenting activity, and coordinating with other public safety departments and agencies. Employees must complete required training and certifications and remain current with communication technology, emergency response procedures, and continuing education requirements. The work is performed in a fast-paced, high-call-volume call center, with occasional work in and around a fire station or fire department training facilities. Employees must maintain regular attendance at a County office or work facility and be available for flexible schedules, including evenings, nights, weekends, holidays, standby, and mandatory overtime. During emergencies, employees may be assigned recovery duties or other work outside their usual duties, location, or schedule as County needs require.

Requirements

Graduation from an accredited high school or possession of an acceptable equivalency diploma.
Valid Florida Driver's License and a driving record acceptable to the insurance provider.
Obtain required National Incident Management System (NIMS) certifications within six months of employment.
Possess and maintain Florida Public Safety Telecommunicator Certification within one year of employment.
Possess and maintain Cardiopulmonary Resuscitation (CPR) certification within six months of employment.
Possess and maintain Emergency Medical Dispatch (EMD) certification within six months of employment.
Possess and maintain Emergency Fire Dispatch (EFD) certification within six months of employment.
Knowledge of radio communications rules and regulations, radio operations and equipment, and proper radio and telephone procedures.
Knowledge of Sumter County geography, adjoining counties, roadway networks, major intersections, attractions, buildings, industries, and subdivisions.
Knowledge of basic medical and fire terminology.
Ability to react calmly, handle emergencies promptly, and obtain essential information from excited callers.
Ability to speak clearly and deal with the public in a firm, courteous, tactful, and impartial manner.
Ability to maintain clear, accurate, and detailed operational records and make sound decisions under stress.
Ability to learn and operate radio and telephone transmitting and receiving equipment.
Ability to communicate effectively orally and in writing, listen and understand, and use verbal, written, and visual communication.
Ability to sit at a console for extended periods.
Ability to operate a computer and related software programs.
Ability to follow established protocols and the chain of command.
Ability to adapt and remain flexible in a dynamic environment and establish effective working relationships.
Ability to reach communications control panels and reference materials in the communications center.
Acceptable vision and hearing, with or without correction.
Ability to walk, stand, bend, and stoop.
Ability to operate a motor vehicle.

Nice To Haves

One year of experience working in a fast-paced, high-call-volume commercial or government public safety dispatching or call-taking facility is preferred.

Responsibilities

Answer and prioritize emergency and non-emergency calls, record information accurately, and provide appropriate assistance.
Transfer callers to other emergency response agencies when needed, following standard operating procedures.
Coordinate with response units and maintain communications with Fire, EMS, and Animal Services units.
Monitor, receive, and broadcast calls on multiple radio talkgroups and dispatch units according to established procedures.
Provide reassurance, guidance, and scripted lifesaving pre-arrival instructions to callers until help arrives.
Apply approved protocols and decision-making rules to assess incidents and allocate resources appropriately.
Operate communications equipment and peripheral devices, dispatch units, and enter call records into the computer-aided dispatch system.
Transition between multiple software programs and use different keyboards and mice to obtain and process information efficiently.
Maintain detailed and accurate records of calls and dispatches.
Work with other public safety departments and agencies to support effective emergency response.
Participate in post-dispatch activities when required by incident severity.
Meet service-level agreements or benchmarks established by best-practice organizations.
Take complaints, report issues to a supervisor, and document them as required.
Remain composed and professional in high-stress situations and make sound decisions.
Participate in ongoing training and skill development and fulfill continuing dispatch education requirements.
Perform emergency or crisis recovery duties and other assigned duties as directed by the immediate supervisor.
Maintain regular physical attendance and work assigned flexible schedules, including evenings, nights, weekends, holidays, standby, and mandatory overtime.