Telecommunicator

The City of Lawrence is seeking full-time, 9‑1‑1 Telecommunicators. 9‑1‑1 Telecommunicators are integral members of the public safety system as the initial point of contact and vital link between citizens in need and emergency and non‑emergency services. This demanding, high‑stress position requires a candidate who can demonstrate exceptional proficiency in multi‑tasking, attention to detail, confidentiality, professionalism, emotional intelligence, and mental resilience.

The overall objective of a 9‑1‑1 Telecommunicator is to ensure the safety of the citizens of the City of Lawrence & its public safety personnel by effectively communicating, collecting pertinent information & data, & dispatching the appropriate resources when seconds matter.

• Receive, screen, and prioritize emergency and non‑emergency calls, dispatching appropriate responses for police, fire, and EMS.
• Adhere to established policies and procedures for managing requests to accurately assess situations, prioritize incidents, and dispatch the correct response.
• Exercise sound, independent judgment when managing routine and complex situations.
• Maintain professionalism in interactions with citizens, public safety personnel, co‑workers, and other public safety agencies while displaying empathy, patience, and the ability to remain calm under pressure.
• Use various communication and information systems to gather and relay necessary details, including medical pre‑arrival instructions.

Employees at all levels are expected to effectively work together to meet the needs of the organization and the community through work behaviors that demonstrate the City’s values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

• Judgment and Decision Making – Uses logic and reasoning to analyze, understand, and evaluate complex situations. Exercises appropriate judgment in establishing priorities.
• Crisis Management – Remains calm under pressure. Performs assigned tasks in changing environments and stressful circumstances. Effectively manages stress and easily adapts.
• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees, representatives from various departments, and outside agencies. Communicates effectively in times of adversity.
• Technical Skills – Uses relevant software programs (i.e. word processors, spreadsheets, CAD systems, etc.) and information systems specific to the job with reasonable speed and accuracy. Reads and interprets maps, understands geographical locations, and uses related tools or software (such as GPS systems) to determine locations.
• Communication – Excellent ability to listen and understand information presented verbally and in writing. Ability to handle various issues with tact, diplomacy, and in a confidential manner.
• Coordination of Work – Ability to plan and organize a daily work routine and establish priorities for the completion of work by sound time management.
• Training and Development – Commitment to ongoing learning and staying up-to-date with the latest protocols, technology, and best practices relevant to the position.

• Ability to work up to 12‑hour shifts on any shift assigned.
• Ability to respond to 24‑hour emergency call‑outs.
• Ability to exert light physical effort, which may involve lifting, carrying, pushing, and/or pulling of objects and materials weighing 5‑10 pounds.
• Ability to work for extended periods sitting at a workstation and wearing a headset.

• Must have a High School Diploma or equivalent.
• Ability to type at least 30 words per minute.
• Will be expected to acquire and maintain the following certifications:
• American Health Association CPR
• Association of Public Safety Communications Officials International (APCO) Public Safety Telecommunicator 1, Emergency Medical Dispatcher, and Fire Service.
• National Crime Information Center / Indiana Data & Communication System Full Operator
• National Incident Management Systems: ICS‑100, ICS‑200, & IS‑700

• Requires a background investigation to…