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In addition to all Telecommunicator functions, this position is responsible for the on-the-job training of a new hire/trainee for all aspects of public safety communications, call receiving and dispatch, and will report directly to the Center Manager.
Essential Functions & Responsibilities
- Processes incoming and outgoing emergency and non-emergency telephone calls, ensuring agency policy, procedures and goals are met.
- Dispatches and communicates with law enforcement, fire and EMS units ensuring agency policy, procedures and goals are met.
- Responsible for time sensitive work involving the transmission of radio and telephone information and requests to public safety agencies.
- Must deal with sensitive information in a discreet and professional manner.
- Learns and trains on a variety of technology including computers, radios and telephone systems.
- Works in an environment where multiple activities are routinely underway that influence the performance of the duties assigned.
- Ability to speak English clearly and verbally communicate effectively.
- Work effectively and calmly in a high stress environment.
- Meets all training requirements of the Center.
- Provides input regarding policies and procedures pertaining to the operation of the Center.
- Coordinates with Center Manager to implement changes in Center procedures.
- Provides daily feedback to trainees’ during the on-the-job phase of training by use of Daily Observation Reports (DOR).
- Provides specific trainee performance reports to Center Manager; Training and Management with Daily Observation Reports (DOR) for ongoing coaching and guidance.
- Coordinates with management to identify “in-service” training relevant to policy and procedure as well as professional development of Center staff.
- Provides input to Center Manager to identify staff in need of remedial training due to performance issues.
- Ability to recall details and record information/numbers quickly and correctly.
- Maintains familiarity with the general geography of the communities served.
- Ability to simultaneously process information from multiple sources (verbal, texts, notifications and/or emails) and keep information clear.
- Ability to make appropriate decisions based on minimal information.
- In the absence of the Center Manager, the CTO must be able to act in that capacity and supervise the operations of the Communications Center.
- Knowledge of all aspects of a communications center operation.
- Knowledge of communication facilities, equipment and management practices as they pertain to the operation of a public safety communications center.
- Knowledge of mentoring, training and coaching new hires/trainees during the on-the-job training phase (OJT).
- Knowledge of technology systems utilized by a public safety communications center.
- Knowledge of rules and regulations of the Federal Communications Commissions (FCC) as they pertain to the operation of a public safety communications center.
- Knowledge of accepted call handling practices for public safety call-takers with an emphasis on professionalism and high level of customer service.
- Knowledge of the principles and practices of radio communications as well as the proper policies and procedures used in public safety dispatching with an emphasis on professionalism and high level of customer service.
- Knowledge of agency’s geographical service areas and relationship/location of public safety responders.
- Knowledge of operational needs of public safety responders.
- Knowledge of National Incident Management System (NIMS) and Incident Command System (ICS) as it relates to a public safety communications center.
Required Qualifications and Skills
- Mentor, coach and train new hires/trainees in the principles and technology of call taking and dispatching and aid in their successful completion of training and transition to on-duty status utilizing formal training programs and experience.
- Work independently with minimal supervision.
- Evaluate both employee and supervisory personnel.
- Coordinate multiple priorities and completing demands on time.
- Communicate effectively and professionally, both orally and in writing.
- Work collaboratively and cooperatively with co-workers and personnel from customer agencies.
- Present ideas and recommendations in a clear and concise manner.
- Be reliable, dependable and report for work on a consistent basis.
- Become a certified CTO within six (6) months of appointment.
Must complete/have completed
- High School Diploma (or equivalent)
- 2 years of proven paid experience in public safety communications (preferred)
- Communication Training Officer Certification (CTO) through Public Safety Training Consultants (PSTC)
- Criminal Justice Information System (CJIS) Terminal Operator Certification
- Emergency Medical Dispatch (EMD) Certification through the National Academies of Emergency Dispatch (NAED)
- Emergency Fire Dispatch (EFD) Certification through the National Academies of Emergency Dispatch (NAED)
- Emergency Telecommunicator Certification (ETC) through the National Academies of Emergency Dispatch (NAED)
- General police, fire and EMS operations training
- Cardio Pulmonary Resuscitation (CPR)
- 90% of work is performed in the communications room with constant noise.
- 5% of work is performed in attendance of meetings on and off-site.
- 5% of work is performed in a classroom
- Dexterity of hands and fingers to operate personal computers.
- Sitting for extended periods of time while working at computer keyboards, monitoring a variety of public safety communications systems and completing documentation required of operations.
- Vision, specifically to include up close, distance, color and peripheral; depth perception and ability to adjust focus.
- Hearing and speaking to exchange information with emergency callers and public safety personnel.