Emergency Communications Operator III

  • 008634

SUMMARY: Under direct supervision, answers incoming telephone lines for emergency and non-emergency police, fire, and medical communications using a multi-channel radio system; dispatches and monitors officers, firefighters and medical personnel and enters information into criminal justice information 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, determines nature of call, prioritizes the call (emergency or non-emergency), and verifies location of call.
  2. Dispatches calls to emergency, fire and police units on the appropriate channel, and enters appropriate information into computer aided dispatch system.
  3. Receives and dispatches calls and messages for police units; maintains contact with all units on assignment, maintains accurate status and location of police and fire field units, maintains daily computerized log of all field calls and units dispatched.
  4. Prioritizes calls, monitors channels during critical incidents, determines appropriate officers 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 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 accurate and understandable directions to citizens, officers and other law enforcement 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.
  • 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.
  • Skill in both verbal and written communication.
  • Skill in distinguishing between emergency and non-emergency calls.
  • 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 or GED and seven (7) years working experience as ECO with the City of West Palm Beach, or any equivalent combination of training and experience. Certification in FCIC/NCIC operation, Emergency Medical Dispatcher, CPR and 911-TDD, required.

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