Minimum RequirementsEducation:

High School Diploma or equivalent. EMT certified preferred. Work or volunteer experience, where public contact via telephone, computer use and data entry were part of the responsibilities.

Desirable QualificationsWork experience preferably in a customer service or public relations environment and the ability to speak and understand English for effective communication with callers. Ability to speak a foreign language is a bonus. An outgoing, positive personality and professional work ethic is essential. The desire and willingness to be part of a team.

Candidates who receive contingent employment offers will be required to pass, prior to the start of training, a criminal background check and drug screening test.

Examples of Work PerformedReceive, prioritize, and often handle multiple, simultaneous emergency and administrative phone calls for assistance, such as but not limited to, car accidents, medical emergencies and hospital transfers.

Process requests for emergency and non-emergency ambulance service, that often require referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.

Identify, through appropriate and timely questioning of the caller, the nature of the problem.

Summarize the critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation, and refer and classify calls for assistance according to the level of response required, as outlined in the policy and procedure guidelines.

Access and operate computer databases and search websites as necessary.

Receive and transmit information effectively by radio and telephone.

Receive requests by radio, phone, electronic format or fax from law enforcement, fire/medical personnel, and other public safety agencies to access, enter, retrieve and disseminate information; prioritize and effectively relay information in proper format to the requesting agency. Contact outside public service agencies as requested and relay information as required.

Work EnvironmentIncumbents function in a stressful environment and work eight and twelve hour shifts during nights, weekends and holidays. Decisions must be made quickly with little margin of error and consequences are usually seen immediately. Work involves operation of multiple computer terminals, requiring doing several things at once, without getting confused or forgetting an important piece of information. Constant attention to the workstation and its communications equipment limits mobility, except for work breaks. Telecommunicators must conduct themselves with a high degree of professionalism despite frequent contact with individuals who are distraught, angry and sometimes disrespectful. The content and nature of many calls is traumatic and disturbing. Work is carried out in a secured 9-1-1 emergency call center in a controlled, closely supervised, and highly structured work environment.

Knowledge, Skills and Abilities RequiredAbility to perform oriented tasks efficiently and accurately in a fast paced, high stress environment.

Ability to listen, speak and write articulately clearly and interact with the public, a diverse workgroup, and emergency staff without confusion.

Ability to refer common patient care issues to supervisory authority.

Ability to gain an understanding of the current telecommunications organizational structure, policies, procedures, programs, practices, terminology and services.

Ability to maintain files.

Ability to concentrate and evaluate information when handling angry, difficult, hysterical or uncooperative callers.

Ability to effectively listen with communication equipment.

Ability to communicate respectfully and effectively.

Ability to participate in effective teamwork by being self motivated, accepting of assignments and by completing assignments within agreed upon deadlines.

Ability to identify problems and collect, summarize and relay information.

Ability to summarize key individual characteristics and enter the information into the database, (while using correct grammar, spelling and punctuation) for use by co-workers and pre-hospital care staff.

Ability to demonstrate leadership qualities such as adaptability, flexibility, dependability, punctuality and accountability through quick, effective responses to change.

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