Public Safety Telecommunicator (PST)

Rio Blanco County•Meeker, CO

2d•$29•Onsite

About The Position

The Public Safety Telecommunicator (PST) serves as a vital communications link between people seeking help and emergency services. PSTs are often the first point of contact for emergency calls and must independently receive and evaluate emergency and administrative requests for law enforcement, fire, and emergency medical services; triage requests; guide the public through life-safety situations; and coordinate responses to high-risk incidents with the objective of keeping the public and responders safe. The role involves receiving calls and other incoming information through telephone, text, video, and automated data feeds; gathering and verifying incident details; assessing and prioritizing incidents; communicating with callers and responders; dispatching or coordinating appropriate resources; and documenting incidents accurately. PSTs use specialized communications and computer systems, maintain situational awareness, and apply established policies, procedures, and protocols while working in a high-stress emergency communications environment. Work is performed in an emergency communications center, where pace and call volume can vary from minimal to fast-paced and high-volume. Employees make significant decisions involving people, resources, and property, often with limited direction. Scheduled shifts may occur at any time of day, including weekends and holidays. Under unusual circumstances, PSTs may perform duties at or near an emergency scene. The position is designated essential and requires reporting to work when the government or agency is closed.

Requirements

High school diploma or GED.
Dependable, self-motivated, and team-oriented, with a desire to provide service to the community.
Working knowledge of Windows-based software and computerized electronic and telecommunications equipment.
Ability to adapt to change and function without reservation in high-stress situations.
Attention to detail and empathy toward customers' needs and concerns.
Pass a background investigation meeting local, state, and federal requirements and have no felony convictions.
Must never have committed, been involved in, or been convicted of a felony or serious misdemeanor.
Ability to perform essential job functions; reasonable accommodation may be considered on a case-by-case basis.
Ability to work a rotating schedule, including nights, weekends, and holidays, to provide 24/7 coverage.
Subject to callback and holdover to maintain minimum 24/7 staffing.
Must report to work during government or agency closures because the position is designated essential.
Must obtain and maintain required certifications and training within the specified time frame, including a Basic Telecommunications Course covering telecommunicator roles and responsibilities, 911 call processing, radio communications, emergency management, emergency communications technology, legal concepts, interpersonal communications, stress management, and quality assurance.
Must obtain and maintain Criminal Justice Information System (CJIS) Security Training.
Must obtain and maintain CPR certification.
Must obtain and maintain Colorado EMD certification.
By the end of the probationary period, demonstrate thorough knowledge of policies, procedures, processes, laws, ordinances, and regulations affecting public safety call taking and the ability to apply them appropriately.
Ability to use logic, critical thinking, and reasoning to solve problems and reach conclusions.
Ability to follow stringent policy and procedure requirements, maintain confidentiality, and handle sensitive information trustworthily.
Ability to communicate clearly and effectively, relay details accurately, listen actively, and think and act quickly.
Ability to compile and analyze operational data and prepare and maintain accurate records.
Ability to interact effectively with people of different social, economic, and ethnic backgrounds and maintain cooperative, professional working relationships.
Ability to follow instructions, spell correctly, and write clearly.
Ability to handle multiple tasks under pressure and in emergency and stressful situations.
Ability to learn quickly and retain public safety and technology training material.
Ability to maintain regular, reliable, and punctual attendance.
Ability to obtain information from hostile, confusing, and emotional callers and provide tactful, courteous customer service.
Ability to handle complaints and difficult situations calmly, remember names, numbers, and locations accurately, and interpret geographic data and maps quickly and accurately.
Resilience and resourcefulness in coordinating high-risk, high-stress operations with the objective of keeping participants safe.
Ability to operate computer systems and specialized software and enter data by keyboard with speed and accuracy.
Ability to organize and prioritize work, meet deadlines, and use judgment to evaluate situations, establish priorities, resolve matters, and relay information as needed.
Problem-solving ability, a friendly and tactful personality, patience, resilience, stress tolerance, and adaptability.

Responsibilities

Screen incoming requests for emergency services and respond professionally across telephone, text, video, and automated data-feed channels.
Use appropriate technology to communicate with callers and interpret sensor, caller, and location data to triage, prioritize, categorize, and initiate emergency responses.
Apply law enforcement, fire, and EMS protocols to prioritize and sequence calls promptly, including with limited or no supervision.
Communicate clearly and effectively with callers using active listening, call control, judgment, respect, and empathy.
Provide pre-arrival and post-dispatch instructions in life-safety situations, including CPR, childbirth, hemorrhaging, active shooter incidents, and entrapments.
Manage calls involving distressed, autistic, hearing-impaired, elderly, angry, or foreign-language-speaking callers; provide direct counseling to suicidal persons, domestic violence victims, and children.
Obtain and verify caller information and location, determine the nature of incidents, assess available data, and relay information to emergency services verbally or digitally.
Prioritize multiple incidents based on available resources and use critical thinking to determine appropriate responses.
Use TDD, relay services, text-to-911, and language interpretation services to communicate with callers; coordinate with mental health resources when appropriate.
Determine caller location using geographic knowledge, location-tracking capabilities, mapping software, and automatic number and location data, verifying accuracy when possible.
Maintain communications during life-threatening emergencies, provide safety and lifesaving instructions, and control conversations until field units arrive.
Use available vehicle, bystander, and law enforcement information to identify safety concerns and needs for advanced life support or specialized fire extraction resources.
Use training and reference resources to assess incidents involving livestream video, graphic images, or text, and take appropriate action by relaying information, initiating emergency responses, or referring callers to other agencies.
Document incident details and activities quickly, thoroughly, and accurately, including urgency, incident category, and information needed to provide assistance.
Communicate with public safety responders using appropriate terminology, codes, and signals; relay initial dispatch information, review call details, and assume incident command until first responders arrive.
Conduct responder health and safety checks and use available technology to support on-scene responder safety.
Operate emergency, administrative, and backup telephone communications systems; transfer calls and facilitate conference calls with resources such as poison control centers and helicopter dispatch.
Operate a workstation with computer systems, CAD and GIS software, state and federal clearinghouses, TTY and text-to-911 systems, radio dispatch consoles, and recording systems.
Manage multiple systems and conversations simultaneously and notify key personnel or other agencies when additional information, resources, or situational awareness is needed.
Use mass notification software and social media platforms to inform the public about emergency incidents, and activate community warning systems for critical information such as severe weather or life-safety events.
Maintain chain of custody for records and documentation used in court proceedings and legal discovery.
Maintain a calm demeanor in chaotic, stressful, and frequently noisy conditions.
Complete required training, certifications, competencies, continuing education, and career development.
Follow agency policies and procedures, account for agency liability, and comply with federal disclosure and privacy laws.
Use debriefing tools, stress-management techniques, and critical-incident response models to address mental or emotional strain.