Telecommunicator Trainee

Dauphin County•Harrisburg, PA

4d•Onsite

About The Position

The Telecommunicator Trainee receives classroom and on-the-job instruction in emergency communications equipment and operations, call-taking techniques, and interpersonal communication. Training covers handling multiple emergencies, callers in distress, listening and questioning, categorizing problems, and identifying appropriate local and regional emergency providers. Trainees demonstrate required competencies in practice scenarios and on duty, and staff a Next Generation 911 (NG911) position as assigned by the Shift Manager or OIC. The role receives, processes, records, and routes emergency and non-emergency calls using telephone systems, ANI/ALI retrieval, GIS, and computer-assisted dispatch (CAD). It also handles calls in languages other than English through telephone conferencing and Language Line, and TTY calls using established shorthand and protocols. The trainee identifies incidents involving hazardous materials and records and relays pertinent information. The position works indoors in an office environment, primarily seated at a desk, with normal exposure to noise, stress, and indoor dust or dirt. Work may involve a variety of shifts and hours, including nights, evenings, days, weekends, and holidays. The first day of employment is contingent on successful completion of the interview process, approval by the Board of Commissioners, and passing required background checks.

Requirements

Graduation from high school or an accredited equivalency program.
Attain a verified, County-administered typewriting/data-entry rating of 25 words per minute.
Successfully complete pre-ECC operational training.
Excellent analytical and problem-solving skills.
Excellent written, oral, interpersonal, and organizational skills.
Ability to handle sensitive information with a high degree of integrity and confidentiality.
Ability to complete prescribed phased levels of professional training.
Ability to work a variety of shifts and hours, including nights, evenings, days, weekends, and holidays.
Ability to sit for long periods and perform intermittent standing, walking, bending, twisting, reaching, stooping, and grasping; sedentary work with occasional lifting or carrying up to ten pounds.
Ability to maintain mental alertness, remain calm in difficult or emergency circumstances, and cope with the physical and mental stress of the position.
Ability to communicate clearly, follow instructions, pay close attention to details, and concentrate on work.
Ability to analyze and accurately process emergencies and extraordinary events in a timely manner.
Ability to manage simultaneous dissimilar emergencies and work accurately and confidentially in a stressful environment.
Ability to establish NAED and PEMA certification.
Ability to establish work relationships with supervisors, colleagues, subordinates, emergency and other professionals, officials, and members of the public.
Obtain CPR certification; satisfactory completion of the related class work and examinations is a prerequisite to continuing employment.

Responsibilities

Receive classroom and on-the-job instruction in equipment capabilities and operations, call-taking techniques, and interpersonal communications.
Demonstrate mandated competencies in practice scenarios and while on duty.
Staff an NG911 position as assigned by the Shift Manager or OIC.
Use ANI/ALI retrieval and telephone systems to identify, prioritize, and route incoming and outgoing calls.
Use GIS functions to locate emergencies and correlate 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, process relevant information in CAD, and forward information to the Shift Manager or OIC.
Perform related duties in accordance with adopted SOGs and established procedures.
Perform other job-related duties as required.