Telecommunicator (911 Dispatch)

Telecommunicator Personality Test

Equal Employment Opportunities - It is the policy of Northampton County to provide equal employment opportunities (EEO) to all persons regardless of race, color, national origin, religion, sexual orientation, marital status, sex, gender identity, gender expression, age, genetic information, disability, or any other status protected by the Pennsylvania Human Relations Act, Title VII of the Civil Rights Act of 1964, the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA) and any other state, federal, or local law.

For questions regarding this posting, please contact Sherry Christman, Human Resources Analyst, at schristman@northamptoncounty.org or 610-829-6382.

GENERAL PURPOSE
The Telecommunicator position serves as the emergency call-taker/dispatcher for emergency and non-emergency requests on E-911 trunked lines, administrative lines and radio infrastructure at the Northampton County Public Safety Answering Point (PSAP). Work includes dispatching of calls to the appropriate discipline, i.e. police, fire, EMS, municipal, in compliance with Center Standard Operating Procedures (SOP's), as well as the operation of the CLEAN/NCIC system as needed.

SUPERVISION RECEIVED
This position reports directly to the Dispatch Shift Supervisor.

SUPERVISION EXERCISED
This position is not responsible for the supervision of other employees or functions.

ESSENTIAL DUTIES OF THE POSITION
Receives emergency and non-emergency calls from the public as well as public service providers for public safety services. Accepts calls routed to the 911 Center via both current and future media methods such as, but not limited to, Text-to-911, Video, TTY.

Effectively manages each call per established guidelines, policies, and training. Requests information from callers to gather critical information, such as personal information, location, and the nature of the call; records information; assesses the need for emergency services; determines appropriate response(s) required and evaluates the relative priority of each response; dispatches the appropriate response unit(s).

Provides and relays necessary information regarding emergency situations to those individuals requiring notification, including public safety officials and representatives.

Provides EMD (pre-arrival instructions) to persons in need of immediate life-saving intervention, when appropriate.

Utilizes CAD and GEO tools to determine location and appropriate municipal protocols for response.

Utilizes TTY transmission equipment for communication with the hearing impaired.

Maintains daily records of calls and dispatch activity.

Maintains the highest level of confidentiality.

Adapts to unique circumstances that are presented by callers and then applies learned skills/established guidelines in resolving situations.

Possesses the ability to cope with highly stressful situations regularly, with minimal supervision.

Works a rotating shift, including weekends and holidays.

Serves as peer trainer, as required, upon completion of required Certified Training Officer (CTO) training.

Operation of Statewide National Criminal Information Center (NCIC) and the Commonwealth Law Enforcement Assistance Network (CLEAN) system for police.

*An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrations of the various types of work that may be 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.

REQUIRED MINIMUM QUALIFICATIONS

EDUCATION & EXPERIENCE - Completion of a high school, or general equivalency, diploma; AND

One (1) to two (2) years Radio Communications Training, Call Center experience, or Public Safety Agency (Police, Fire, or EMS) experience is preferred.

BACKGROUND INVESTIGATION - A post offer criminal history check will be completed for all Telecommunicator candidates. Failure to successfully pass the background investigation will be cause for the offer to be rescinded.

URINE DRUG SCREEN - A post offer urine drug screen is a requirement for employment. Failure to successfully pass the urine drug screen will be cause for the offer to be rescinded.

HEARING TEST - A post offer hearing test for various frequency sensitive levels is a requirement for employment. Failure to successfully pass the hearing test will be cause for the offer to be rescinded.

MANDATORY TRAINING - All Telecommunicator candidates must be able to successfully pass EMD training program, APCO emergency communications training program, NCIC/CLEAN training program, as well as pass all state required exams and maintain required certifications as necessary during employment. All mandatory training as outlined by the Department of Emergency Management Services must be completed as an essential function of the job.

Must maintain annual certifications in First Aid, CPR (Cardio Pulmonary Resuscitation).

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of office practices and procedures commonly employed in communications, emergency management and public safety environment.

Knowledge of the geography, highway, and street systems in boroughs and townships, within the County of Northampton.

Effective communication skills, including active listening, clarity of speech, verbal and written communication, pertinent to public safety communications. Ability to speak clearly and distinctly over electronic media.

Effective computer skills and a level of proficiency necessary to perform data entry from written, audible, or other sources, quickly and accurately.

Ability to type 25 words per minute and data entry ability of 3,250 keystrokes per hour.

Ability to interpret GEO information.

Ability to read and interpret maps.

Ability to multi-task, to identify and respond appropriately to emergency and stressful situations simultaneously.

Ability to maintain composure and self-control in order to perform necessary job duties while exposed to high stress situations.

Ability to learn the specific operation, rules and procedures governing County radio, computer, alarm and other systems.

Ability to learn specific computer aid dispatch software program and hardware.

Ability to establish and maintain effective working relationships with associates, officials of law enforcement, firefighting and emergency medical care agencies, representatives from other local, State and Federal agencies, and the public.

Ability to read, write, speak, understand and communicate in English to perform the duties of this position.

TOOLS AND EQUIPMENT
Personal computer, keyboard and mouse, computer aided dispatch tool (CAD) software and hardware, communication/radio equipment, TTY transmission equipment, telephone, cell phone, fax machine, copy machine, and State NCIC/CLEAN computer network.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand, walk, sit and talk or hear. The employee is occasionally required to use hands to finger, handle or feel objects.

The employee must occasionally lift and/or move up to twenty-five (25) pounds.

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.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually quiet, but may become moderately noisy.

SELECTION GUIDELINES
Formal application, rating of education and experience, oral interview and reference check as well as job related tests may be required.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.


FLSA STATUS: FLSA NON-EXEMPT (ELIGIBLE FOR OVERTIME)
DESIGNATION: CAREER SERVICE
PAY GRADE: RU-20
UNION STATUS: AFSCME RESIDUAL NON-PROFESSIONAL UNIT


Updated May 2023