Telecommunications Operator

City of Bartow•Bartow, FL

About The Position

This is skilled telecommunications work of more than average difficulty in the operation of equipment associated with a consolidated Public Safety Communications Center. The role requires initiative, independent and sound judgment when handling emergencies, and the ability to remain calm under extreme stress in potentially life-threatening situations. The operator receives and processes law enforcement, medical, fire, rescue, and other service requests; determines the appropriate response; and dispatches emergency personnel and equipment. The position is designated as Emergency and Essential, and employees may be required to work overtime or alternate hours for efficient department operations. The operator maintains required certifications and performs related duties as assigned. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions. The position has no supervisory responsibilities. It requires a high school diploma or GED; an equivalent combination of education, training, and experience may be considered. A valid Florida driver’s license and telephone number are required. The employee must possess or be able to acquire FCIC/NCIC operator and 911 certifications, hold CPR certification, and obtain State of Florida Public Safety Telecommunicator certification within one year of employment. An elevated background check by the City of Bartow Police Department may be required upon hire. The work is predominantly sedentary and involves routine keyboard operations, with some walking or standing and regularly exerting up to 10 pounds of force. The role requires vocal communication, hearing, visual acuity, written and oral communication, interpreting data and documents, and working under deadlines with constant interruptions. Availability for a flexible schedule, including evenings, weekends, and holidays, is required. All City of Bartow employees are considered essential in emergencies and are subject to applicable Florida public-service ethics and public-records statutes.

Requirements

High school diploma from an accredited school or a GED; an equivalent combination of education, training, and experience may be considered.
Valid Florida driver’s license.
Maintain a valid telephone number.
Possess or be able to acquire valid FCIC/NCIC Operator and 911 certifications.
Possess CPR certification.
Obtain State of Florida Public Safety Telecommunicator certification within one year of employment.
Availability to work a flexible schedule, including evenings, weekends, and holidays.
May be required to pass an elevated background check provided by the City of Bartow Police Department upon hire.
Knowledge of public safety organizations and operations.
Knowledge of equipment operating characteristics, practices, and procedures associated with a Public Safety Communications Center/Enhanced 911 Public Safety Answering Point.
Knowledge of human relations and established workforce practices.
Knowledge of general office equipment and telephone practices, procedures, and equipment.
Knowledge of City streets and principal buildings, or ability to acquire that knowledge within a reasonable period.
Ability to deal effectively and harmoniously with employees, agencies, and the public.
Ability to interpret and apply written policies and oral directives.
Ability to keep records and perform routine clerical work.
Ability to learn applicable procedures, techniques, and regulations for Police/Fire Communications Center operations within a reasonable period.
Ability to read, write legibly, and speak English fluently.
Ability to use written and oral communication skills, interpret data and documents, and work under deadlines with constant interruptions.
Ability to meet the stated physical and sensory demands, including routine keyboard operations, vocal communication, hearing, and visual acuity.

Responsibilities

Operate a multi-line telephone, answer incoming calls, interview callers, determine the nature of requests, classify them, and select the appropriate response.
Contact ambulance services, hospitals, wrecker services, and other agencies.
Direct calls to the proper departments and answer routine questions.
Operate a Computer Aided Dispatch system for Police and Fire emergency response; use it to notify dispatch of service requests, maintain control, and record dispatch and call-for-service activities.
Receive law enforcement, medical, fire, rescue, and related service requests and calls.
Operate radios, telephone switchboards, alarm systems, recording devices, and computer terminals.
Dispatch emergency equipment and personnel as needed.
Forward medical emergency calls to county radio.
Receive and forward service requests, complaints, and other calls for City departments and other agencies.
Receive and transmit radio messages and maintain a radio log.
Operate computer terminals on FCIC/NCIC networks.
Prepare and maintain public safety computer records.
Research names, addresses, and phone numbers for police activity and place calls for officers.
Maintain familiarity with the operating procedures of agencies served.
Perform clerical tasks as directed.
Remain in telephone contact with callers when the situation requires it.
Maintain certifications required for job duties.
Work overtime or alternate hours as necessary for efficient department operations.
Perform other related duties as assigned.
Adhere to Florida statutes governing public-service ethics and public records; serve as an emergency-essential City employee when an emergency is declared.