911 Call Taker

HERNANDO COUNTY SHERIFF'S OFFICE
AL NIENHUIS
JOB TITLE: TELECOMMUNICATOR I (TC-I)
BUREAU: ADMINISTRATIVE SERVICES BUREAU
SUPERVISED BY: COMMUNICATIONS SHIFT SUPERVISOR
FLSA: Non-Exempt
CHARACTERISTICS OF THE CLASS:
Under the general supervision of the communications shift supervisor and assistant supervisor, performs functional work related to the operation of the communications center. Employees are expected to exercise independent judgment. The TC-I receives and screens emergency and non-emergency phone calls from the public and public safety personnel, entering call details into the computer-aided dispatch (CAD) terminal. Calls may be routine, emergency, traumatic, or requests for information. The TC-I answers questions from the public, referring only the most complex to the shift supervisor. Employees in this classification are required to work 12-hour shifts, consisting of day shift and night shift, holidays, and weekends. Employees may be required to work overtime when necessary on both short notice and during catastrophic events, e.g., during hurricanes or mass casualty incidents. Performs other work as requested.
[NOTE]: These examples are intended only as illustrations of the various types of work performed. 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.
ESSENTIAL JOB FUNCTIONS:

1. Answers emergency and non-emergency phone calls and quickly determines if the call is for emergency services to include fire, EMS, and/or law enforcement responses and enters details of the request into a CAD terminal to facilitate dispatch to the appropriate agency.

1. Notifies other agencies or the proper authority of requests for service, including transferring the call when necessary. Provides all pertinent information for the transfer.

1. Researches and relays all pertinent information to the dispatcher regarding calls for service using local agency records and information from other available resources.

1. Receives and documents information for "be on the lookout" (BOLO) broadcasts and handles inquiries from law enforcement and fire rescue personnel.

1. Initiates and utilizes language line and conference call services as needed.

1. Maintains cleanliness and operational readiness of assigned work area and equipment and reports any equipment malfunctions to supervisory staff through chain of command, submitting the appropriate work order as needed.

1. Other duties as assigned.

QUALIFICATIONS:
A.Training and Experience

1. High school diploma or GED.

1. Familiarity with routine office procedures.

1. Prior customer service, basic telephone skills, and radio experience is helpful but not required.

1. Knowledge of Hernando County geography including current and new roadways, major intersections, popular businesses, local attractions and adjoining counties is helpful but not required.

B. Knowledge, Abilities and Skills

1. Knowledge of proper English grammar, spelling, and punctuation.

1. Knowledge of modern office procedures, methods, and equipment.

1. Ability to think clearly and react effectively in an emergency situation.

1. Ability to elicit critical information in a stressful or life threatening situation.

1. Ability to work independently and meet schedules and deadlines of the work.

1. Ability to exercise one's own initiative and judgement and provide aid as needed for calls for service.

1. Ability to perform a variety of duties, often changing abruptly from one task to another of a different nature.

1. Ability to maintain clear, concise and accurate logs and records.

1. Ability to type at least 30 words per minute.

1. Ability to interact effectively, professionally, and politely with co-workers and the public.

1. Ability to multi-task under high-stress situations.

1. Ability to gain and maintain control of a conversation and adapt as needed due to unforeseen circumstances.

1. Ability to achieve and maintain the following certifications:

1. 1. Florida 911 Public Safety Telecommunicator

1. 1. Emergency Medical Dispatch (EMD)

1. 1. FCIC/NCIC

1. 1. Driver and Vehicle Information Database (DAVID)

1. 1. CPR

ESSENTIAL PHYSICAL SKILLS:

• Ability to communicate effectively, both orally and in writing.
• Ability to access, input, and retrieve information from a computer.
• Ability to sit for long periods of time.
• Ability to lift up to 5 pounds.

ENVIRONMENTAL CONDITIONS:

• Work inside under frequent stressful situations.
• Reasonable accommodation will be made for qualified individuals with a disability.

Equal opportunity employer