Job Details
EXAMPLES OF DUTIES
- Screen Initial Calls - Receives emergency and non-emergency calls or requests for service from various sources. I.e. phone, text, visual data (video or images), social media, fire alarms, and automated systems. Ascertain incident information such as accurate location, type of incident to identify and mitigate scene safety of callers, citizens, and responders. Use numerical addresses, street names, intersections, landmarks, gps coordinates to determine accurate incident location. Use information provided by bystanders, vehicle telematics, responders, alarm companies or data analytics to create an enhanced view of what occurred or is occurring.
- Manage Callers - Taking steps to protect the caller is paramount to de-escalating an incident. This key job task is fundamental to preventing someone from suffering injury or harm. Telecommunicators must undergo appropriate training to develop and maintain necessary skills to reaction and meet the expectations of any caller. Callers seeking assistance vary and can be highly emotional, angry, frightened, hysterical, children, elderly, non-English speaking, suicidal, chronic callers, demanding social status callers, intoxicated, hearing or speech impaired, disoriented or special needs.
- Take Appropriate Action - Once the call has been screened, categorized, prioritized and relevant information gathered, the Telecommunicator will dispatch the appropriate agency, persons, and/or equipment as may be necessary. Provide direct care via the use of pre-arrival instructions, allowing the telecommunicators to apply lifesaving, and hands-on intervention when necessary.
- Process request for service for law enforcement, fire and medical personnel - Telecommunicators will manage the call for service by ensuring additional data is captured in real time using the CAD system. During events, ensure proper resources are aware of and are appropriately responding to incidents.
- Control Radio Traffic - Remain aware and always prepared for unexpected radio transmissions from any unit at any time. Remain vigilant, perceptive, aware of changing dynamics, nimble and possess the ability to rapidly adjust to changing scenarios. Learn and utilize specific languages often used in police, fire and EMS scenarios. Depending on the severity of an incident, a telecommunicator may be required to participate in post-dispatch activities.
- Operate Agency Equipment - Responsible for multiple computer programs and monitor systems across multiple computer screens. This includes multiple telephones, 2-way radios, pagers, computer terminals, and any combination thereof in order to perform dispatch function.
- Document information accurately - Using Computer Aided Dispatch software, log all calls and enter pertinent data required to establish a permanent record of each incident. Using the Law Enforcement Network of Kentucky and the National Crime Information System, Enter Emergency Protection Orders (EPOs) and Domestic Violence Orders (DVOs), warrants, reports, etc. into the LINK/NCIC computers. Check and verify LINK/NCIC entries made by employees from different shifts. Access LINK/NCIC data base to obtain criminal history and other information such as stolen vehicle reports, missing persons, license plate checks, wanted persons, etc.
- Participate in Field Operations - May be responsible to assist with field communications such as major community events, or SWAT callouts. Maintain skills and training in preplanning and conducting tactical communications for responses in both pre-planned and spontaneous events.
- Enhance Professional Competence - In order to perform the job tasks required, in a rapidly evolving technological environment, a Telecommunicator must actively seek to enhance their professional competence. Required to attend training classes, workshops and conferences and obtaining certifications that are paramount for a Telecommunicator to succeed in the public safety environment.
- Other Duties as assigned by the Director or his/her designee
DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES
- Ability to get along with others in the workplace and to respect their rights as individuals.
- Ability to communicate verbally with individuals; ability to comprehend simple verbal orders and to perform the directed task.
- Ability to work in a fast paced, high stress environment requiring multi-tasking skills in the areas of verbal communications, computer entry, and telephone answering skills.
- Ability to read and understand written work directives and to follow program instructions.
- Knowledge of safe work practices and ability to apply them in work day conditions.
- Good working knowledge of standard office machines including calculator, copy machine, computer terminals and printers, facsimile machines, etc.
- Ability to work effectively on a daily basis with general to limited supervision.
DESIRABLE TRAINING AND EXPERIENCE
- Graduate of an accredited high school, or a G.E.D. equivalency certificate from an accredited high school, supplemented by experience in emergency operations such as police, fire and/or EMS; or any combination of training and experience which provides the desired knowledge, skills, and abilities.
The above Job Description is intended to describe the general content of, and the requirements for, the performance of this job, including the essential functions. The description is not to be construed as an exhaustive, all inclusive statement of job duties, requirements, or responsibilities.
Benefits
A full-time employee is one who works more than thirty (30) hours per week on a regularly scheduled basis. Full-time employment with the County, enjoys an excellent health benefits plan (including hospitalization, dental, prescription, and optical plans), competitive wages, participation in the County Employees Retirement System (CERS), Life Insurance coverage, Long term Disability coverage, optional participation in state administered 401(k) program, and paid sick days, vacation and holidays.
Salary will commensurate with experience.
This is skilled and semi-skilled work in dispatching for the Police Departments, Fire Departments, and other emergency service agencies served by the Communications Center. An employee in this class is responsible for receiving, managing and recording emergency and non-emergency calls, dispatching the appropriate agency, persons, and/or equipment as necessary, while processing additional requests from first responders. Demonstrate clear and effective communications, both oral and written. Duties are performed under general supervision.
NECESSARY SPECIAL REQUIREMENTS
- Available for recall 24 hours a day.
- Must be capable of becoming certified by the State for LINK/NCIC terminal operation within the mandated period of time.
- Must be capable of becoming certified by the State in accordance with the Telecommunication Professional Standards (TPS)
- Must possess a current Telecommunications Public Safety Certification recognized by the Kentucky Law Enforcement Council.
PHYSICAL REQUIREMENTS
- Must be able to lift forty (40) pounds or more to a height of four (4) feet or more.
- Must be able to sit for extended periods of time.
- Eyesight must be correctable to 20/20 vision.
- Hearing must be within normal acceptable range of 20-25 with or without a hearing aid.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.