Telecommunicator

Alachua County Sheriff's Office•Combined Communications Center, FL

About The Position

The Telecommunicator receives and processes emergency and non-emergency calls, provides appropriate pre-arrival instructions, enters information into a computer-aided dispatch (CAD) system, evaluates situations, and determines callers’ assistance needs according to training, standard operating procedures, and agency guidelines. The role performs queries through local public safety systems and operates assigned Communications Operations Bureau radio positions, which may include FCIC/NCIC computer and teletype radio, law enforcement dispatch radio, and/or fire-rescue dispatch radio. Duties must be performed in accordance with ACSO operational policies. Within one year of hire, the Telecommunicator must train and demonstrate proficiency in at least one of these positions: call-taking, teletype, law enforcement dispatch (ASO and/or GPD), or fire-rescue dispatch. The employee must also train for other positions as staffing needs and training opportunities arise. Certified personnel may be required to act as trainers. The work requires independent judgment, initiative, and a calm presentation. The position reports to the Combined Communications Center (CCC) Shift Supervisor. Performance is evaluated through observation, quality assurance reports, and employee performance appraisals.

Requirements

High school diploma or GED.
Successfully complete pre-employment CritiCall testing with an overall passing score.
Successfully complete a pre-employment typing test with the ability to type at least 35 CWPM.
Successfully complete the assigned training module and attain sufficient expertise to operate in a given position with minimal supervision after the assigned training period.
Possess, or obtain within six months of hire, Emergency Medical Dispatcher (EMD), Emergency Fire Dispatcher (EFD), CPR, and Emergency Telecommunicator Course (ETC) certifications.
Possess current, valid State and National law enforcement computerized information systems (FCIC/NCIC) certification, or obtain it within six months of hire.
Successfully complete the Florida 911 Public Safety Telecommunicator Certification exam within one year of hire.
Successfully complete all National Incident Management System (NIMS) Incident Command System (ICS) courses required by the Department of Homeland Security.
Complete the National Center for Missing and Exploited Children (NCMEC) Dynamics and First Responders Course within one year of hire.
Maintain all Telecommunicator certifications.
Knowledge of applicable local, state, and federal laws and civil laws; fire, EMS, law enforcement, and communications call-taking policies; and communications policies and procedures.
Maintain familiarity with Standard Operating Procedures (SOP), Call Handling Guide (CHG), CCC operations, and available resources.
Operate CAD and computerized telephone systems and accurately and quickly record information.
Use proper telephone techniques, answer emergency calls within 10 seconds, assess and prioritize requests, and provide critical information and life-saving medical and safety instructions.
Concentrate on and address more than one task simultaneously, maintain situational awareness, and control conflict using a calm, clear, authoritative voice.
Maintain familiarity with Alachua County geography, addressing systems, and local landmarks.
Meet the stated physical and communication requirements, including extended sitting and computer-screen viewing, operating foot-controlled equipment, typing for extended periods, and hearing, speaking, reading, writing, and understanding English fluently.

Nice To Haves

Associate’s degree.
Bachelor’s degree.
Preferred majors include Criminal Justice, Communications, or another related field.

Responsibilities

Receive and process emergency and non-emergency calls, provide pre-arrival instructions, and obtain and provide critical information.
Enter information into the CAD system and evaluate situations to determine callers’ assistance needs in accordance with training, procedures, and agency guidelines.
Perform queries through local public safety systems.
Operate assigned communications positions, including FCIC/NCIC computer and teletype, law enforcement dispatch radio, and/or fire-rescue dispatch radio.
Within one year of hire, train and demonstrate proficiency in at least one designated position: call-taking, teletype, law enforcement dispatch, or fire-rescue dispatch.
Train for duties in other positions as staffing needs and training opportunities arise.
Act as a trainer for positions in which certified, when required.
Interview callers, prioritize requests, and follow appropriate call-handling procedures and telephone instructions.
Respond to field-resource telephone requests and process calls for service or assistance according to established procedures.
Maintain confidentiality of sensitive information.
Testify in court and represent the Alachua County Sheriff’s Office professionally.