DESCRIPTION

This is a skilled and technical position responsible for answering all incoming emergency and non-emergency phone calls including the Marion County Enhanced 9-1-1 System. Provides support for dispatch peers and reports to the 911 Shift Supervisor.

EXAMPLES OF DUTIES

Public Contact and Relations Represents approximately 90% of the work hours. Assists with answering all incoming phone lines to include emergency 9-1-1 lines and all non-emergency lines. Able to prioritize and handle large volume of incoming calls. Able to prioritize information and calls based upon the pertinent information obtained. Assist callers during incidents of volatile situations. Knowledge of geographic boundaries is needed to assist and respond appropriately to citizen requests for information, directions and service. Able to read various maps associated with geographic boundaries. Provides police and emergency assistance to the deaf community and demonstrates the ability to properly operate the Telecommunications Device for the Deaf (TDD). Demonstrates active and accurate listening ability. Familiar with support agencies and able to refer citizens according to need. Ability to access numerous resources manuals and directories to provide thorough and complete service to peers and citizens. Computer Operation Requires constant manual typing into a formatted screen. (Minimum speed = 25 wpm). Ability to operate standard computer keyboards and to maneuver various computer programs and the related software. Minor equipment troubleshooting and maintenance to include paper and ink cartridge changes. Able to complete and process work related forms in a timely manner. Ability to monitor and read five to seven monitors simultaneously.

Equipment Used:

Cassidian phone system, CIS CAD system, Enhanced 9-1-1 system, fax machine, photo copier, various printers, Fire alarm system, TDD system, multiple security cameras and related intercom and gate controls, shredder and miscellaneous general office small tools and equipment. Must have the ability to work as scheduled or until duly relieved. Perform any other related duties as required or assigned.

TYPICAL QUALIFICATIONS

EDUCATION

AND EXPERIENCE

High school, plus specialized schooling and/or on the job education in a specific skill area; E.G. data processing, clerical/administrative, equipment operation, etc., plus 2 years related experience and/or training is preferred. Or equivalent combination of education and experience.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Completion of telecommunications course is required (within 2 months of employment) Completion of the ETC Basic Telecommunications Certification training within sixty (60) days after employment Completion of the Call Taker Training Program (within 2 months of employment) Completion of the

FCIC/CJIS

Training/Certification (within 2 months of employment) Completion of

CPR/EMD/EFD/EPD

Certification (within 2 months of employment) Completion of State of Florida PST Certification (within 1 year of employment) Completion of TTY Certification (within 2 months of employment) Completion of

FEMA IS 100

Certification (within 2 months of employment) Completion of

FEMA IS 200

Certification (within 4 months of employment) Completion of

FEMA IS 300

Certification (within 4 months of employment) Completion of

FEMA IS 700

Certification (within 2 months of employment)

PUBLIC CONTACT

Extensive contacts with various diversified sectors of the public environment; wherein, the contacts are of extreme importance and failure to exercise proper judgment can lead to substantial losses to the organization.

EMPLOYEE CONTACT

Contacts with other departments or offices and also frequently with individuals in middle level positions; consulting on problems which necessitate judgment and tact in presentation to obtain cooperation or approval of action to be taken. Also, important contacts with associates as required in advanced supervisory jobs.

SOFTWARE SKILLS REQUIRED

Advanced:

10-

Key, Alphanumeric Data Entry, Spreadsheet Intermediate:

Word Processing/Typing

ADDITIONAL SOFTWARE SKILLS

Working knowledge of

Microsoft Products:

Outlook, Word, and Excel.

OTHER SKILLS

Accurate type of 25 wpm or more Experience in customer relations Hearing ability with or without correction Split ear capabilities to monitor supplemental incoming information and requests by peers/dispatchers/supervisor Ability to deal with the public Ability to read maps Working knowledge of physical and social characteristics of Ocala Flexibility to move, bend, stoop, reach, lift and carry up to 30 pounds of supplies Manual dexterity to operate computerized phone, CAD and miscellaneous systems

Work Schedule:

Full Time, hours not specified

Annual Salary:

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