Emergency Communications Operator I

  • 008632

SUMMARY: Under direct supervision, answers and processes incoming telephone calls for Police, Fire and EMS both emergency and non-emergency using a multi-channel radio system dispatches and monitors police, fire rescue and other assigned personnel and enters information into various computer systems; and performs related duties as assigned.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

DUTIES AND RESPONSIBILITIES: (which are not in any hierarchical order)
  1. Answers incoming telephone lines, such as 9-1-1 emergency, non-emergency lines, and TDD deaf-lines, to determine location and nature of call gathers pertinent information and correctly prioritizes the incident.
  2. Dispatches both emergency and non-emergency requests for service to fire and police units on the appropriate radio channel, and enters appropriate information into computer aided dispatch system.
  3. Maintains contact with all units on assignment, maintains accurate status and location of police and fire units, maintains daily computerized log of all requests for service.
  4. Prioritizes calls, monitors channels during critical incidents, determines appropriate police and/or fire personnel and responds and dispatches information to appropriate personnel; keeps direct supervisor and field supervisors appraised of emergency and unusual situations.
  5. Determines the number of units, and which units, to dispatch.
  6. Performs FCIC/NCIC queries and entries, uses other computer systems as required; enters, updates and retrieves information from computerized networks relating to wanted person, stolen property, vehicle registration, stolen vehicles and other related information.
  7. Provides detailed directions to citizens, police, firefighters and other agencies.
  8. Answers non-emergency calls for assistance; answers routine questions over the phone regarding civil, criminal and traffic laws; directs calls to police and/or fire staff or other agencies as appropriate.
  9. Assists in the training of new employees.
  10. Tests and inspects equipment as required; notifies supervisor of any malfunctions.
  11. Notifies of emergency and non-emergency situations to public, local, state and federal agencies.
  12. Follows emergency medical dispatching protocol as detailed by certification.
  • Knowledge of basic State and Federal Communications Commission rules and regulations governing operation of radio and telephone transmitting and receiving systems.
  • Knowledge of standard radio broadcasting and dispatch procedures and policies.
  • Knowledge of geographic features and streets.
  • Knowledge of policies and procedures of receiving and processing emergency and non-emergency calls for service.
  • Knowledge of city and state regulations affecting work.
  • Knowledge of protocol and shorthand of TDD communication.
  • Knowledge of basic computer skills.
  • Knowledge of 911 rules and regulations.
  • Skill in both verbal and written communication.
  • Skill in distinguishing between emergency and non-emergency calls.
  • Ability to provide excellent customer service.
  • Ability to send, understand and interpret written communications.
  • Ability to type accurately.
  • Ability to work accurately and confidentially in a stressful environment with irregular working hours.
  • Ability to exercise good judgement and make sound decisions quickly in emergency situations.
  • Ability to effectively communicate and elicit information from upset and irate citizens.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT: Work involves moderate work generally in an office setting. There is frequent need to sit, talk or hear, use hands to finger, handle or feel and perform other similar actions during the course of the workday. The City of West Palm Beach promotes a drug/alcohol free work environment through the use of mandatory pre-employment drug testing.

MINIMUM QUALIFICATIONS: High School diploma, GED, or vocational training and experience in the operation of radio transmitting equipment, or any equivalent combination of training and experience. Applicant should have never been convicted of a felony or a misdemeanor involving perjury, false statement, moral turpitude, or domestic violence. Ability to become certified and maintain certification in FCIC/NCIC operation, Emergency Medical Dispatcher, CPR and 911-TDD. Emergency communications experience, preferred. Bilingual in Creole and/or Spanish, preferred.

FLSA Code: Non Exempt
Last revision date: October 2006
Overtime: Yes
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