Telecommunicator

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

7d • Onsite

About The Position

Accountable for receiving and processing both emergency and non-emergency calls by providing appropriate pre-arrival instructions, entering data into a computer-aided dispatch (CAD) system, evaluating situations and making decisions as to the assistance and needs of callers based on training, standard operating procedures, and agency guidelines. This role involves performing queries through local public safety systems, operating assigned Communications Operations Bureau (COB) radio positions (FCIC/NCIC computer and teletype radio, law enforcement dispatch radio, and/or fire-rescue dispatch radio), and performing duties in accordance with ACSO operational policies. Within one year of hire, the Telecommunicator must train and demonstrate proficiency in at least one of the following positions: call-taking, teletype, law enforcement (ASO and/or GPD) dispatch, or fire-rescue dispatch. This position requires training for duties on other positions based on staffing needs and available training opportunities. Personnel in this classification may be required to act as trainers for positions in which they are certified. Work requires independent judgment, initiative, and a calm presentation. Personnel assigned to this classification report to the Combined Communications Center (CCC) Shift Supervisor. Performance is evaluated through observation, quality assurance reports, and appropriate employee performance appraisals.

Requirements

• High School/GED Required
• Successfully complete the pre-employment CritiCall testing with an overall passing score
• Successfully complete a pre-employment typing test with the ability to type 35 CWPM or better
• 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 (6) months of hire, Emergency Medical Dispatcher (EMD) certification
• Possess, or obtain within six (6) months of hire, Emergency Fire Dispatcher (EFD) certification
• Possess, or obtain within six (6) months of hire, Cardio-Pulmonary Resuscitation (CPR) certification
• Possess, or obtain within six (6) months of hire, Emergency Telecommunicator Course (ETC) certification
• Possess current, valid State and National law enforcement computerized information systems (FCIC/NCIC) certification or obtain within six (6) months of hire
• Successfully complete the Florida 911 Public Safety Telecommunicator Certification exam within one (1) year of hire
• Successfully complete all National Incident Management System’s (NIMS) Incident Command System (ICS) courses required by Department of Homeland Security
• Completion of the National Center for Missing and Exploited Children (NCMEC) Dynamics and First Responders Course within one (1) year of hire
• Maintain all Telecommunicator certifications
• Sit for extended periods
• Operate foot-controlled equipment effectively for long periods of time
• View multiple computer screens for extended periods
• Normal vision range; see color differentiation as necessary to distinguish color variations on maps, computer screens, and radio consoles
• Normal hearing level; hear, understand, and respond using radio transmitters and receivers, radio consoles, telephone/radio headsets, multi-line telephone systems, and complex communications equipment
• Speak, annunciate, read, write, and understand English fluently
• Clear speech and adequate hearing sufficient to communicate and respond effectively and appropriately in the work environment
• Use of headsets and foot pedals to precisely hear voices and other sounds
• Ambulate independently
• Reach, handle, and/or grasp documents and technology
• Manual dexterity
• Type on computer keyboards for extended periods
• Knowledge of local, state, federal laws and applicable civil laws
• Knowledge of fire, EMS, law enforcement and communications call taking policies and communications policies and procedures
• Ability to concentrate on and address more than one thing simultaneously
• Ability to maintain high level of situational awareness
• Ability to control conflict
• Ability to maintain confidentiality of sensitive information

Nice To Haves

• Associate's Degree Preferred
• Bachelor's Degree Preferred
• Preferred Major(s): Criminal Justice, Communications, or other related field
• Maintain familiarity with Standard Operating Procedures (SOP), Call Handling Guide (CHG) and appropriate resources to acquire thorough knowledge of CCC operations and procedures
• Maintain familiarity with the geographical area of Alachua County and the various addressing system and can locate addresses, major roads, streets, hospitals, schools, churches, buildings and other landmarks on a map
• Able to control conflict; speak with authority and confidence in a calm, clear voice, properly select words, take control of a call and elicit necessary information

Responsibilities

• Receiving and processing emergency and non-emergency calls
• Providing appropriate pre-arrival instructions
• Entering data into a computer-aided dispatch (CAD) system
• Evaluating situations and making decisions regarding caller assistance and needs
• Performing queries through local public safety systems
• Operating assigned Communications Operations Bureau (COB) radio positions
• Operating the FCIC/NCIC computer and teletype radio
• Operating the law enforcement dispatch radio
• Operating the fire-rescue dispatch radio
• Performing duties in accordance with ACSO operational policies
• Training and demonstrating proficiency in at least one position (call-taking, teletype, law enforcement dispatch, or fire-rescue dispatch) within one year of hire
• Training for duties on other positions based on staffing needs and training opportunities
• Acting as trainers for certified positions
• Maintaining familiarity with Standard Operating Procedures (SOP), Call Handling Guide (CHG), and CCC operations
• Operating a computer-aided dispatch system (CAD) and a computerized telephone system
• Accurately and quickly recording information into CAD
• Utilizing proper telephone techniques
• Following guidelines for answering emergency and non-emergency calls
• Assessing requests and prioritizing them appropriately
• Answering emergency calls within 10 seconds
• Answering non-emergency and direct speed dial calls from the public and other agencies
• Obtaining and providing critical information
• Providing life-saving medical and safety instructions
• Interviewing callers to obtain necessary information for appropriate response
• Utilizing correct call handling procedures and telephone instructions
• Concentrating on and addressing more than one thing simultaneously
• Maintaining familiarity with the geographical area of Alachua County and its addressing system
• Locating addresses, major roads, streets, hospitals, schools, churches, buildings, and landmarks on a map
• Maintaining a high level of situational awareness
• Acknowledging and responding to field resources' telephone requests
• Handling assigned tasks in the communications center expeditiously
• Processing calls for service or requests for assistance in accordance with established procedures
• Controlling conflict
• Speaking with authority and confidence in a calm, clear voice
• Properly selecting words
• Taking control of a call and eliciting necessary information
• Maintaining confidentiality of sensitive information
• Testifying in court
• Representing the Alachua County Sheriff’s Office with a positive, professional image

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED