Telecommunicator

Job Overview

This critical role serves as the vital communications link between public requests for help and a timely response by emergency services. The candidate must be able to work independently in a high-stress environment while receiving and evaluating incoming emergency, non-emergency, and administrative requests for emergency services. These services include but are not limited to fire and emergency medical services (EMS), triggering those requests for service, providing guidance and assistance to the public in life-safety situations, and coordinating appropriate responses to high risk, high-stress operations, with the objective of keeping all participants safe.

Salary Information

The starting salary for the Telecommunicator position is $21.29/hr. Once the employee successfully completes the full training program (average time period is 7-12 months) and is released from probation, hourly pay increases to $22.36/hr.

The normal schedule generates 8 hours of built-in overtime per pay period, and provides every other Friday, Saturday, and Sunday off.

Night shift schedules earn an additional 5% per hour.

Core Competencies

- Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
- Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional, and ethical behaviors that establishes trust throughout the organization and with the public we serve.
- Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
- Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform some or all of the activities described below.

- Learn to receive and triage emergency and non-emergency calls from the public and internal sources.
- Learn to operate communication equipment, including multi-line telephones, two-way radios, mapping software, and computer-aided dispatch (CAD) systems.
- Learn to document incident details quickly and accurately to establish incident urgency, categorize the incident types, and obtain the proper help for the caller.
- Learn to evaluate and prioritize calls based on urgency and established protocols.
- Assist in dispatching appropriate fire, or emergency medical services under supervision.
- Monitor and relay information to field units, ensuring timely and accurate communication.
- Undergo structured training, including classroom instruction and on-the-job mentoring, to develop proficiency in all aspects of emergency communications.
- Demonstrate clear and effective communications with active listening, call control, good judgement, and professional respect with callers that range from calm to panicked.
- Learn to facilitate the transfer of calls to appropriate resources and perform conference calls with entities, such as but not limited to BLS providers, poison control centers or helicopter dispatch.
- Complete training, certifications, recertifications and competencies as required for the Public Safety Telecommunicator position and completing continuing education and career development as assigned.
- Learn to read and interpret geographical spatial data and maps quickly and accurately.
- Work rotating shifts, including nights, weekends, holidays, and overtime as required.
- Become proficient with the use of TDD and relay services to comply with standards for handling calls from hearing impaired callers.
- Maintain a calm demeanor under chaotic and stressful circumstances, multiple conversations, and frequently noisy environments.
- Utilize language interpretation services.
- Use text to 9-1-1 to communicate effectively with callers.
- Performs other related duties as required.

Job Specifications

- Ability to establish and maintain cooperative and professional working relationships with co-workers.
- Able to use logic, critical thinking, and reasoning to reach conclusions and solve problems.
- Ability to adhere to policy and procedure requirements that are stringent, rigorous, and unwavering, including confidentiality of information and trustworthiness while dealing with sensitive information.
- Working knowledge of Windows-based software and various other computerized electronic, telecommunications equipment.
- Communicate clearly, concisely, and effectively; relay details accurately, listen actively, think, and act quick.
- Skill in compiling and analyzing operational data and preparing and maintaining accurate records.
- Skill in being dependable, self-motivated and team orientated.
- Problem solving in dynamic situations.
- Friendly and tactful personality.
- Ability to follow instructions, spell correctly, and write clearly.
- Ability to learn quickly and retain public safety and technology training materials.
- Patience and resilience.
- Maintain regular, reliable, and punctual attendance.
- Stress tolerance and adaptability.
- Work is performed in an emergency communications center.

Physical Requirements

- Frequent sedentary work; constant use of a computer.
- Constant overall vision; constant color perception, constant eye-hand coordination; constant depth perception; frequent reading/close-up work; constant field of vision/peripheral.
- Frequent repetitive motion and reaching; Foot and hand coordination.
- Constant requirement to hear normal speech; constant hearing on telephone and radio; ability to hear faint sounds; constant talking on telephone/radio.
- Potential telephone contact with hostile individuals; exposure to emergency situations; may be exposed to trauma, grief, and death; frequent public contact; decision-making and concentration.

Work Category

Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Minimum Qualifications Required

- Graduation from high school or possession of a GED Certificate; AND
- Must be able to work on a rotating schedule including nights, weekends, holidays to ensure 24/7 staffing; AND
- Must be willing to be called back and held over to maintain minimum staffing 24/7.

Additional Requirements for Some Positions

- No illegal drug use within the past 36 months or after 30 years of age.
- No illegal drug sale.
- No felony convictions or misdemeanor convictions involving perjury, false statement, or domestic violence.
- Meet all medical, physical, and psychological requirements.
- Obtain within the probationary period certification in First Aid, Cardiopulmonary Resuscitation (CPR), Florida 9-1-1 Public Safety Telecommunicator (PST), International Academy of Emergency Dispatch (IAED) Fire and Medical.

Special Probationary Notes:

- A probationary period is required for all new hires and employees new to the department.
- New hires must complete the Hillsborough County Telecommunicator Trainee program AND pass the State of Florida Public Safety Telecommunicator test and the International Academy of Emergency Dispatch Fire and Medical certification to complete probation successfully.

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

Career Progression

Telecommunicator Trainees that acquire the competencies and minimum qualifications for the next tier will advance to the new tier upon submission of appropriate documentation of qualifications. Additionally, employees in tier 1 trainee positions will be required to complete their initial probationary period successfully to advance to the next tier.