Full Time 911 Telecommunicator

BRANCH COUNTY 911 / CENTRAL DISPATCH

TELECOMMUNICATOR

Position Summary

Under general supervision, the Telecommunicator serves as a critical link between the public and emergency responders by receiving, evaluating, prioritizing, and dispatching emergency and non-emergency calls for police, fire, emergency medical services (EMS), and other public safety resources.

Telecommunicators work in a 24-hour emergency communications center and are responsible for accurately obtaining information, assessing the nature and urgency of calls, dispatching appropriate resources, monitoring the status and location of field units, and maintaining clear and effective communication with emergency personnel.

This position requires the ability to remain calm and exercise sound judgment in stressful and rapidly changing situations. Telecommunicators must effectively manage multiple communications systems and competing priorities while maintaining accuracy, professionalism, confidentiality, and a strong commitment to public service.

Essential Duties and Responsibilities

The following duties are representative of the work performed. Other related duties may be assigned.

• Receive and process 9-1-1 emergency and non-emergency telephone calls from the public.
• Obtain, verify, and accurately document critical information regarding the location, nature, and circumstances of an incident.
• Determine the appropriate priority and response based on established policies, procedures, protocols, and information received.
• Dispatch appropriate law enforcement, fire, EMS, and other emergency or non-emergency resources.
• Monitor multiple public safety radio frequencies and maintain effective communication with field personnel.
• Maintain awareness of the status, location, and availability of responding units throughout an incident.
• Operate computer-aided dispatch (CAD), computerized telephone, radio, mapping, records, and other public safety communication systems.
• Enter, update, retrieve, and accurately maintain information in multiple computer systems and databases.
• Provide emergency medical dispatch (EMD) instructions and other approved pre-arrival instructions when appropriate.
• Monitor emergency alarms and respond to requests for emergency and non-emergency assistance.
• Receive and process requests for information relating to vehicle registrations, driving records, warrants, and other law enforcement information, and provide information in accordance with applicable laws, policies, and procedures.
• Coordinate communications among multiple agencies and responding units during emergency and non-emergency incidents.
• Maintain accurate records, logs, call information, and dispatch documentation.
• Communicate clearly and professionally with callers, law enforcement officers, firefighters, EMS personnel, other public safety agencies, and the general public.
• Exercise discretion and maintain strict confidentiality of sensitive and protected information.
• Recognize and appropriately respond to situations involving distressed, emotional, confused, or potentially hostile callers.
• Perform multiple tasks simultaneously while maintaining accuracy and appropriate response times.
• Follow established policies, procedures, protocols, and emergency communications practices.
• Participate in required training, continuing education, certifications, and professional development.
• Maintain equipment and immediately report communication or technology issues to the appropriate personnel.
• Perform other related duties as assigned.

Minimum Qualifications

• High school diploma or GED.
• Ability to successfully complete required training and certifications associated with emergency communications and dispatch operations.
• Ability to pass required background screening and other pre-employment requirements.
• Ability to work a 24-hour rotating schedule, including days, nights, weekends, holidays, and overtime or mandatory assignments as required.
• Prior emergency communications, dispatch, public safety, customer service, or related experience is preferred but not required.

Knowledge, Skills, and Abilities

The successful candidate must demonstrate the ability to:

• Operate computers and computer-based communication and dispatch systems with accuracy.
• Learn and effectively use computer-aided dispatch, mapping, radio, telephone, records management, and other public safety systems.
• Read, understand, and follow written and oral instructions, policies, procedures, and protocols.
• Listen carefully, obtain accurate information, and communicate clearly and concisely.
• Effectively prioritize multiple calls, incidents, and requests based on the nature and urgency of the information received.
• Multitask and manage information from multiple sources simultaneously while maintaining accuracy.
• Hear, distinguish, and understand multiple audio sources, including radio transmissions and telephone conversations.
• Make sound decisions quickly and exercise good judgment in emergency and stressful situations.
• Remain calm, professional, and emotionally controlled when dealing with emergencies, distressed callers, and high-pressure situations.
• Communicate effectively using a clear, understandable, and professional radio and telephone voice.
• Establish and maintain effective working relationships with co-workers, supervisors, emergency responders, other agencies, and members of the public.
• Maintain confidentiality and appropriately handle sensitive and protected information.
• Demonstrate reliability, dependability, integrity, and a strong commitment to public service.
• Adapt to changing circumstances and respond appropriately to unexpected situations.
• Successfully complete required training and maintain required certifications.

Desired Characteristics

Successful Telecommunicators demonstrate:

• High moral character and integrity
• Sound judgment and decision-making
• Emotional stability and self-control
• Compassion and empathy
• Strong communication and listening skills
• Confidence and professionalism
• Attention to detail and accuracy
• Ability to remain calm under pressure
• Strong multitasking and organizational skills
• Dependability and accountability
• Ability to work effectively as part of a team
• Creativity, resourcefulness, and problem-solving ability
• A strong commitment to serving the community

Working Conditions

Telecommunicators work in a 24-hour emergency communications center and may be exposed to stressful, emotionally difficult, or rapidly changing situations. The position requires extended periods of sitting, frequent use of computers and communication equipment, continuous attention to multiple audio and visual sources, and the ability to remain alert and focused for the duration of a shift.

The position requires flexibility to work 12-hour day and night shifts, including weekends, holidays, overtime, and other irregular hours as operational needs require.

Nature of Work

Telecommunicators are often the first point of contact for individuals experiencing an emergency and serve as a vital connection between the public and first responders. The position requires a high degree of responsibility, professionalism, confidentiality, accuracy, and sound judgment.

The Telecommunicator must be able to effectively manage competing priorities, gather critical information, provide appropriate assistance, and coordinate emergency resources while maintaining composure and professionalism under pressure.

Employment Type

Full-Time

Schedule

12-Hour Rotating Shifts – Day and Night

24-Hour Emergency Communications Center

Experience

Prior emergency communications, dispatch, public safety, or related experience is preferred but not required.

Education

High School Diploma or GED Required