Public Safety Telecommunicator

We are looking to add Public Safety Telecommunicators to our team!

Who We Are

The Lucas County 911 Regional Council of Governments is a governmental entity formed to provide consolidated 911 operations in Lucas County, Ohio. The Lucas County 911 Regional Council of Governments will serve as the singular Public Safety Answering Point (PSAP) for the 441,815 residents of the 21 political subdivisions of Lucas County and provide emergency dispatch services to the County’s 13 fire departments, 15 law enforcement agencies, and countywide emergency medical service. A Board of Directors comprised of seven Lucas County public safety executives serve as the governing board. An Executive Director oversees operations and technology.

The Public Safety Telecommunicator provides a communication link between citizens needing help and emergency responders. These positions are vital to the safety of our community and success of a consolidated PSAP.

The telecommunicator position requires individuals who can make decisions independently in a demanding environment with excellent communication skills and ability to multi-task and perform work with a high degree of accuracy.

We are looking for individuals who are dependable and team oriented. If you want to impact many lives working in the public safety industry with the opportunity for growth, we want to hear from you.

Employment opportunities will be offered based on qualifications, prior experience, and operational needs.

The Lucas County 911 Regional Council of Governments is an Equal Opportunity Employer.

Job Title:                               Public Safety Telecommunicator

Location:                               2144 Monroe Street, Toledo, Ohio 43604

Status:                Classified; FLSA: Non-Exempt

ESSENTIAL RESPONSIBILITIES

The Public Safety Telecommunicator may be assigned as a Public Safety Call Taker or a Public Safety Dispatcher based on staffing needs. Public Safety Telecommunicators will have additional opportunity for growth into a leadership role.

The Public Safety Call Taker receives 911 emergency and non-emergency requests for assistance.

• Receives requests for 911 emergency and non-emergency services and responds professionally and appropriately.
• Promptly screens and evaluates incoming calls, interprets and verifies location while obtaining pertinent information, prioritizes, and determines the correct response with limited supervision.
• Transmits incident information to police, fire, or emergency medical dispatch. May transfer or refer callers to outside agencies or resources when necessary.
• Clearly and effectively communicates with callers that range from calm to panicked using active listening skills, call control, judgment, respect, and empathy.
• Operates a sophisticated workstation comprised of multiple systems and software including but not limited to Computer Aided Dispatch (CAD), phone system, Geographical Information Systems (GIS), Text-to-911, and audio recording system.
• Maintains communication with callers during life-threatening emergencies or volatile situations and may provide safety instructions while maintaining control of the call.
• Documents incident details quickly and accurately using appropriate police, fire, and emergency medical terminology and protocols.
• Verifies and retrieves information through other information sources such as NORIS, LEADS, and NCIC.
• Maintains current working knowledge of all policies, procedures, rules, regulations, technology, and new developments affecting public safety services.
• Consistently provides excellent customer service and support to citizens and responders.
• Provides on-the-job training.
• Maintains regular, reliable, and punctual attendance which includes working weekends, nights, and holidays. Mandatory overtime may be required.
• Performs other assigned duties as directed.

The Public Safety Dispatcher analyzes calls for service, dispatches resources, and serves in a support role as a primary contact for emergency responders. The Public Safety Dispatcher will specialize and perform the work in one area of dispatch service: police, fire, or emergency medical services.

• Monitors radio frequencies and responds to requests for services, resources, and information.
• Reviews and prioritizes calls for service based on incident details.
• Determines proper course of action following policies, procedures, and protocols.
• Dispatches proper emergency resources in an efficient and effective manner.
• Transmits information and incident updates to responders promptly and accurately using various methods of communication using appropriate police, fire, and emergency medical services terminology, codes, and protocols.
• Monitors and documents all responder activities pertinent to the incident such as safety checks, status changes, and uses available technology to ensure responder safety.
• Maintains communication with responding units and other required agencies.
• Communicates with callers during life threatening emergencies or volatile situations and may provide safety or pre-arrival instructions based on police, fire, or emergency medical protocols.
• Makes additional emergency notifications based on agency specific needs.
• Operates a sophisticated workstation comprised of multiple systems and software including but not limited to Computer Aided Dispatch (CAD), phone system, Geographical Information Systems (GIS), radio dispatch console, and audio recording system.
• Verifies and retrieves information through other information sources such as NORIS, LEADS, and NCIC.
• Maintains current working knowledge of all policies, procedures, rules, regulations, technology, and new developments affecting public safety services.
• Consistently provides professional and prompt support to citizens and emergency responders.
• Provides on-the-job training.
• Maintains regular, reliable, and punctual attendance which includes working weekends, nights, and holidays. Mandatory overtime may be required.
• Performs other assigned duties as directed.

MINIMUM REQUIREMENTS/QUALIFYING EXPERIENCE AND EDUCATION

• High School diploma, GED, or equivalent.
• Two (2) years of experience in a public service environment where a combination of problem solving, customer service, and/or keyboarding were major work duties.
• Public safety emergency communication experience is preferred.
• Must be able to type minimum of 35wpm.
• Candidates applying for the position with a specialty in emergency medical services must be certified as an EMT-B (Emergency Medical Technician-B).

OTHER REQUIREMENTS

• Candidates must a pass pre-employment physical which may include drug, hearing, and visual screenings.
• Must possess a valid Driver’s License.
• Must pass a pre-employment criminal history check and obtain NORIS, LEADS, and NCIC certification.
• Candidates applying for the position with a specialty in fire services or police services must be able to satisfactorily complete formalized training in area of specialty.
• Candidates applying for the position with a specialty in emergency medical services must be able to satisfactorily complete formalized training and obtain an emergency medical services dispatching (EMD) certification. 

KNOWLEDGE, SKILLS AND ABILITIES

Successful candidates applying for the Public Safety Telecommunicator positions must be able to work in a diverse team-oriented work environment along with possessing excellent work ethics.

Candidates must have considerable knowledge of public safety dispatch operations, policies, and procedures. Knowledge of telephone system functions, Computer Aided Dispatch (CAD), and two-way radios. Knowledge of local and regional geography with a good understanding of jurisdictional boundaries, landmarks, public buildings, major streets, and more. Knowledge of dispatch codes, abbreviations, and terminology commonly used in public safety.

Ability to develop and maintain professional relationships at all levels within the organization. Ability to think quickly, work well under pressure, and use judgement to make sound decisions consistent with core responsibilities. Ability to handle changing variables and perform duties while making decisions independently. Ability to consistently remain calm during stressful situations and heavy workloads. Ability to provide excellent customer service to citizens and first responders. Ability to maintain a strict level of confidentiality with sensitive information.

Must have excellent verbal and written communication skills to provide information in a clear, concise, accurate, and effective manner. Considerable skill in memorizing, retaining, and recalling information. Must possess excellent data entry skills while simultaneously listening to and/or obtaining information.

Questions can be emailed to Tina Kirk, Human Resource Manager, at tkirk@lc911.org

The Lucas County 911 Regional Council of Governments is an Equal Opportunity Employer.