Telecommunicator Job Saint Paul area,Minnesota USA,Customer Service/HelpDesk

Position: 911 Telecommunicator

The current vacancies are in the Emergency Communications department. The eligibility list created by this vacancy may be used to hire other vacancies in the department.

Answer 9-1-1 emergency and non-emergency calls from the public, the interdepartmental calls from police, fire and ambulance services, and calls from other public safety agencies. Monitor four to six computer screens, while efficiently gathering, prioritizing, and documenting caller information. Provide callers with the appropriate advice or referral, or initiate police, fire, and/or emergency medical (EMS) services to the caller. Perform data channel duties when scheduled.

Operate Computer Aided Dispatch (CAD), 800 MHz radio, multiple sophisticated communications equipment systems, and perform related duties as assigned.

ESSENTIAL FUNCTIONS

Operate multi-line 9-1-1 emergency phone system; respond to emergency and non-emergency calls by either handling directly or transferring to appropriate agencies. Operate TDD/TTY.

Condense large amounts of information into readable, sensible typed remarks in a timely manner and use appropriate acronyms and codes essential to appropriate call processing.

Maintain familiarity with the standard operating procedures and appropriate manuals that provide thorough knowledge of Emergency Communications Center operations and procedures.

Access and operate multiple federal, state and local data base systems to query, enter, modify, clear and cancel information as requested.

Compose and/or send various teletypes or comprehend and process correctly those received.

Provide excellent customer service to community members and law enforcement requests for information.

Comprehensive knowledge of the geography of all agencies served including the location of streets, important structures and landmarks. Ability to use a computerized map.

Prioritize and effectively relay requests by radio, phone, electronic format or fax from law enforcement personnel, or other public safety agencies. Contact outside public service divisions as requested and relay response information as required.

Provide on‑going timely updates within CAD for law or fire dispatcher or responding field personnel as you receive information. Keep supervisor advised of operational needs.

Testify in court when required.

Deal with sensitive information in a discreet and professional manner by maintaining confidentiality.

Must be reliable and dependable and report for work on a consistent and predictable basis.

May train new employees and provide coaching and complete daily observation reports.

(The work assigned to a position in this classification may not include all possible tasks in this description and does not limit the assignment of any additional tasks in this classification. Regular attendance according to the position’s management approved work schedule is required.)

Education

High school graduation or equivalent.

Experience

Two years of customer service experience; or one year of experience where providing service for police, fire and EMS services was the primary responsibility.

Substitution

Equivalent combination of education and related experience.

Certifications/Licensure

None.

Finger printing

The Bureau of Criminal Apprehension (BCA) and the FBI require the Emergency Communication Center (ECC) to submit fingerprint cards of new employees and to keep them on file for every employee that has access to their databases.

Bureau of Criminal Apprehension (BCA)

Certification by the Bureau of Criminal Apprehension (BCA) for authorized access to the Portals/MNJIS (Minnesota Justice Information System) computer system required after hire and the ability to maintain this certification every two (2) years.

The examination process will consist of the following section with each section weighted as indicated:

Training and Experience Rating = 100%

The examination for 911 Telecommunicator will consist of a training and experience rating, comprised of the questions in the attached supplemental questionnaire. Not all applicants who meet the minimum qualifications will pass the training and experience rating. The rating on this supplemental questionnaire will depend on your…


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