TELECOMMUNICATOR TRAINEE

Dauphin County•Steelton, PA

4d•Onsite

About The Position

The Telecommunicator Trainee receives classroom and on-the-job instruction in emergency communications equipment, call-taking techniques, and interpersonal communication. The role develops skills in managing multiple emergencies, responding appropriately to callers under duress, questioning and listening effectively, categorizing incidents, and identifying appropriate emergency service providers. Trainees demonstrate required competencies in practice scenarios and while on duty, and complete prescribed phased training. The position staffs a Next Generation 911 (NG911) station as assigned by the Shift Manager/OIC. It uses telephone and ANI/ALI systems, GIS, and computer-assisted dispatch (CAD) to identify, prioritize, process, and route calls and incidents. The trainee receives and processes emergency and non-emergency calls, including calls in other languages using the telephone conferencing system and Language Line, and TTY calls using established shorthand and protocols. The role also identifies and reports incidents involving hazardous materials and obtains required emergency dispatch and CPR certifications. Work is performed primarily indoors in an office environment, generally seated at a desk, with normal exposure to noise, stress, and indoor dust or dirt. The role may require working a variety of shifts and hours, including days, evenings, nights, weekends, and holidays. Physical requirements include prolonged sitting, intermittent standing and movement, and occasional lifting or carrying of objects weighing up to ten pounds. The position requires emotional stability and the ability to remain calm, attentive, and composed in stressful emergency situations. The anticipated start date is February 1, 2027. The first day of employment is contingent upon successful completion of the interview process, Board of Commissioners approval, and passing all required background checks.

Requirements

High school graduation or completion of an accredited equivalency program.
Verified typing/data-entry rating of at least 25 words per minute on a valid, County-administered examination.
Successful completion of pre-ECC operational training.
Excellent analytical and problem-solving skills.
Excellent written, oral, interpersonal, and organizational skills.
Ability to handle sensitive information with the highest degree of integrity and confidentiality.
Ability to communicate clearly orally, in writing, and through networked computing.
Ability to understand and carry out oral, written, and electronically transmitted instructions.
Ability to analyze and accurately process extraordinary events and emergencies in a timely manner.
Ability to manage simultaneous, dissimilar emergencies and work accurately in an inherently stressful environment with occasionally irregular hours.
Ability to complete prescribed phased training satisfactorily.
Ability to maintain emotional stability, attention to detail, concentration, and composure in difficult and emergency circumstances.
Ability to sit for long periods and perform intermittent standing, walking, bending, twisting, reaching, stooping, and grasping; occasionally lift or carry up to ten pounds.
Ability to work a variety of shifts and hours, including nights, evenings, days, weekends, and holidays.
Ability to establish NAED and PEMA certification.
Knowledge of Dauphin County ECC administrative and call-taking SOGs, supplemental policies, and dispatch guidelines.
Knowledge of Dauphin County EMA operations and associated systems, including PEIRS and TMI.
Knowledge of Dauphin County and surrounding regions, geography, topography, and local emergency service providers.
Knowledge of applicable federal, state, and local rules, regulations, and service standards; quality assurance standards; and applicable liability issues.
Knowledge of NG911 ESINET and telephone-system commands and functions; CAD, GIS, and NAED systems; Language Line; TTY communications; and hazardous-material identification and reporting.
Skill in coordinating electronic receipt and transmission of multimedia data amid frequent interruptions and in focused questioning of people under stress.
Skill in CPR; satisfactory completion of coursework and examinations is a prerequisite to continuing employment.
Ability to discern and accurately describe callers’ affect and inflections and establish working relationships with supervisors, peers, emergency-service professionals, government officials, and other interested persons.

Responsibilities

Receive classroom and on-the-job instruction in equipment operation, call-taking techniques, and interpersonal communications.
Demonstrate mandated competencies in practice scenarios and while on duty.
Staff an assigned NG911 position and use ANI/ALI retrieval and telephone systems to identify, prioritize, and route incoming and outgoing calls.
Use GIS functions to locate emergencies and correlate them with agency response zones.
Carry out relevant CAD functions and commands.
Obtain Emergency Medical Dispatch, Emergency Fire Dispatch, Emergency Police Dispatch, and CPR certifications.
Receive and process requests for emergency services in accordance with NAED.
Receive and process calls in languages other than English using telephone conferencing and Language Line, and accurately record and transmit information to CAD.
Receive and process emergency and non-emergency TTY calls using established shorthand and protocols, and transfer information to CAD.
Identify incidents involving hazardous materials, enter pertinent information in CAD, and forward information to the Shift Manager/OIC.
Perform related tasks in accordance with adopted SOGs and established procedures.
Perform other job-related duties as required.