Telecommunicator (911 - Call Taker)

County of Berks•Reading, PA

8d•Onsite

About The Position

The telecommunicator receives 911 and 10-digit calls from the public and accurately assigns requests for police, fire, emergency medical, or other allied public safety resources to the appropriate dispatcher or agency. The role also includes administrative work related to these functions and is designated as an essential position serving mission-critical department functions. The starting rate is $24.60 per hour, with a stated schedule of 42 hours per week. The position requires receiving and processing emergency and non-emergency calls, interviewing callers, providing information and basic safety instructions, and obtaining certification to provide emergency medical dispatch assistance. The telecommunicator uses computer-assisted dispatch and other information systems, mapping applications, and files to support call-taking and public safety operations. The role includes ongoing and cross-functional training, possible training of other employees, and leadership responsibilities as assigned. The work takes place primarily in an indoor electronic office environment, with long periods seated and operating computer equipment while maintaining alertness and reliability. The employee may occasionally relocate to backup or field sites, including remote locations, and may need to travel to alternate work locations. Physical presence in the office is required, as is access to reliable transportation. In emergencies, the role may require 12–16-hour shifts and continuous performance under extreme stress.

Requirements

High school graduate or equivalent.
Pass departmental pre-employment testing.
Basic computer skills in a Windows-based environment.
Typing proficiency of at least 35 words per minute with near-100% accuracy.
Ability to maintain confidentiality, handle high stress, and demonstrate emotional control in difficult circumstances.
Ability to multitask, including listening attentively, typing, and talking simultaneously.
Sound decision-making skills, including recognizing when a decision exceeds the employee’s authority.
Ability to establish and maintain effective working relationships with coworkers, management, safety agencies, and the public.
Good written and verbal communication skills.
Ability to accurately follow detailed written and verbal instructions.
Ability to speak, understand, read, and write English clearly and understandably.
Ability to read and discern visual images on various media, including computer video display terminals.
Ability to achieve satisfactory performance reviews throughout the on-the-job training program and obtain and maintain required certifications, including PEMA Telecommunicator, APCO, EMD, Commonwealth Law Enforcement Assistance Network at the level management determines necessary, and American Heart Association CPR.
Complete periodic recertifications in required areas.
Pass and maintain criminal history clearances required by department policy and regulating agencies, including the Pennsylvania State Police.
Ability to work long shifts of 12–16 hours when needed during emergencies.
Correctable vision with normal color vision and correctable hearing in both ears.
Ability to use standard computer and human-interface devices, including a mouse, keyboard, and keypads, with limited accommodations due to specialized equipment.
Ability to lift office-related equipment or supplies up to 30 pounds occasionally.
Physical presence in the office is required.
Access to reliable transportation for potential travel to alternate work locations.

Nice To Haves

Some exposure to emergency services terminology is highly desired.
Participation in Berks County emergency services is preferred.
Familiarity with Berks County, including geopolitical boundaries, major highways, intersections, and landmarks, is preferred.
Equivalent combinations of education and experience that provide the required knowledge, skills, and abilities are acceptable.

Responsibilities

Receive and properly process 10-digit non-emergency calls according to established quality assurance guidelines for time, professionalism, and protocol.
Receive and properly process 911 and 10-digit emergency calls according to established quality assurance guidelines for time and professionalism.
Use appropriate interview techniques to engage callers and obtain information based on call type.
Use language line resources to communicate with callers who cannot communicate their needs in English.
Provide callers with information in accordance with department policy and management direction.
Provide basic instructions to help callers protect themselves from hazardous situations before public safety responders arrive.
Obtain emergency medical dispatch (EMD) certification and provide EMD assistance to callers as needed.
Enter and retrieve information in the computer-assisted dispatch (CAD) system for complaint-taking, unit dispatching, incident coordination, and information transmission or retrieval.
Review and interpret mapping application data to help emergency responders locate scenes.
Retrieve and compile information for appropriate individuals and agencies using centralized management information systems, other data systems, and hard-copy files and logs.
Participate in assigned ongoing training, including classroom, self-directed continuing education, and on-the-job training.
Train at additional communications functional positions as required by management.
Participate in training for career advancement and personal growth as required by management.
Master additional communications functional positions in accordance with department policy as required by management.
Train or orient other employees in work tasks for functional positions the employee has mastered, as required by management.
Assume leadership roles as required by management.
Process weekly mailings to police, fire, and ambulance agencies.
Participate in departmental improvement processes as requested by management.
Complete other associated duties as assigned.