Emergency Communications Operator

Open Until Filled

The Emergency Communications Operator is responsible for handling routine and emergency 9‑1‑1 calls for service over various communications systems to Police, Fire, EMS, and other City departments. This position dispatches emergency response units, operates advanced computer system and related telecommunications machines, and maintains related records. The operator assists the public by providing important and timely information and references to a variety of public service agencies.

This work is performed under intermediate supervision – the incumbent performs a variety of routine work within established procedures and receives detailed instructions on new projects and assignments; work is reviewed periodically through observation and written reports for adherence to established policies and procedures.

• Receive all incoming calls, screen, transmit information to appropriate authority (Police, Fire, EMS) or other appropriate personnel or agencies; operate teletype and computer aided dispatch systems; record and log all messages.
• Maintain radio contact with authorities; receive and transmit messages; maintain records and logs of these contacts.
• Prepare, type, file, copy, and maintain a wide variety of departmental correspondence; enter information into appropriate computer system; prepare and file departmental reports.
• Research stolen property and criminal histories using FCIC/NCIC computer; update and maintain criminal records; perform license queries, registration queries, person queries, and other queries as needed.
• Monitor video camera security system; perform equipment maintenance.
• Receive non‑emergency calls for service; direct caller to appropriate agency, if needed.
• Perform other work as assigned.

Working knowledge of English, spelling, grammar, punctuation, and business correspondence.

Working knowledge of office terminology, methods, practices, procedures, filing systems, design, and maintenance and modern information systems and software.

Working knowledge of city streets and local area.

Working knowledge of network switches, routers, and firewalls.

Skill in the use of modern dispatch equipment including computers and radios.

Skill in interpersonal interactions to elicit critical information from sick, injured, and/or highly emotional individuals, who may be in a life‑threatening situation.

Skill in the operation of modern office equipment, computers, and software, including Microsoft Office applications (Word, Excel, PowerPoint, etc.).

Skill in accurately and rapidly carrying out requests for information or assistance.

Ability to communicate and operate emergency 9‑1‑1 equipment.

Ability to speak clearly and concisely on telephone and on multiple radios.

Ability to think clearly and logically under stress.

Ability to obtain and maintain FCIC/NCIC and emergency medical dispatch certification.

Ability to maintain focus and flexibility with frequent interruptions; ability to follow up and monitor status of ongoing projects.

Ability to complete tasks in a timely manner, multitask, organize work load, meet deadlines, follow-up and take tasks to completion.

Ability to complete work accurately with a high level of attention to detail.

Ability to communicate information tactfully and impartially, both in person and in writing with all staff, city officials, and the general public.

Ability to establish and maintain effective relationships with employees, supervisors, city officials, and the general public.

Ability to demonstrate proficiency in the City of Winter Park Core Competencies.

Ability to understand and follow oral and written instructions and keep accurate records.

This position is performed with working knowledge – the incumbent has the ability to recall and apply important and commonly‑used information from relevant source documents or information in a particular subject field.

• High School Diploma or equivalent.
• One year of experience in a high‑volume call center or customer service environment or a high‑stress environment is required.
• Must be able to work shift work on days, nights, weekends,…