Telecommunication Operator

Full-Time Public Safety Telecommunication Operator

The Town of East Hartford, a CALEA-accredited and State of Connecticut-accredited organization, is committed to delivering the highest quality public safety services to our community. East Hartford is a demographically diverse community of approximately 50,000 residents, offering a dynamic urban / suburban environment. Our Police and Fire Departments are committed to maintaining a safe and welcoming community for all who live, work, and visit.

The Telecommunications Operator, Public Safety, plays a vital role in emergency response operations, serving as the first point of contact for individuals in crisis. This position requires strong communication skills, the ability to remain calm under pressure, and a commitment to public service.

Motivation, enthusiasm, and commitment to the community are mandatory.

An application and additional information are available online.

Essential Job Functions

Emergency Communications Duties :

Answers administrative, routine, and emergency calls related to fire, police, emergency medical services, and other public safety concerns.

Operates a multi-line telephone console to route incoming calls appropriately.

Accurately records complaints and service requests as received.

Inputs and retrieves data using computerized dispatch systems and manual recordkeeping methods.

Accesses and utilizes electronic data systems, including the Connecticut Department of Motor Vehicles, National Crime Information Center (NCIC), and local databases.

Dispatch Operations :

Assesses and prioritizes dispatch requests based on policy, procedure, experience, and sound judgment.

Dispatches fire, police, and EMS units using appropriate radio systems and frequencies.

Communicates instructions and information using both clear and coded language.

Adjusts geographic deployment of public safety personnel to ensure adequate town-wide coverage.

Operates public safety communications consoles and manages multiple-frequency transmissions and broadcasts.

Establishes and terminates console-controlled radio crosspatches and selects alternate frequencies as needed to maintain communication integrity.

Field Support and Coordination :

Maintains continuous communication with mobile units across fire, police, and EMS services.

Records incident details via computer terminal or written documentation.

Relays supervisory instructions and operational updates to field units.

Coordinates inter-agency communication between East Hartford departments, state agencies, and neighboring municipalities.

Dispatches ambulances per field unit requests and established protocols.

Forwards service requests to appropriate town departments, utility providers, and towing services.

Monitoring and Reporting :

Monitors alarm systems and incoming radio traffic, including the COLLECT system, for critical information.

Reports equipment malfunctions or system deficiencies promptly.

Handles calls related to animal control and refers them to the Canine Control Officer or designated personnel.

Provides general information and assistance to the public as needed.

Note :

Overtime work may be required based on operational needs. Supervised by the Communications Supervisor.

Knowledge, Skills and Abilities

Accurate typing skills and attention to detail.

Ability to quickly learn and effectively operate automated information systems, including entering and retrieving data from electronic filing systems.

Capacity to develop a working knowledge of telephone and radio communications equipment and related systems.

Ability to understand and follow instructions delivered in written, oral, or scheduled formats.

Strong problem-solving skills, with the ability to apply experience and sound judgment to resolve issues.

Ability to remain calm, clear, and composed when managing complex or emergency situations involving multiple variables.

Demonstrated ability to perform effectively under high-stress conditions.

Willingness and ability to acquire comprehensive knowledge of public safety procedures, policies, and the State of Connecticut Motor Vehicle Department records systems.

Physical requirements include :

Excellent hearing ability in both ears, based on a puretone threshold between 0-25 decibels, with a frequency range between 500-3000 cycles.

Excellent binocular vision, correctable to 20 / 20, with no color-blindness.

Well-modulated voice with distinct enunciation.

Ability to remain seated for extended periods of time.

Ability to work rotating shifts, including holidays and weekends.

Job Qualifications and Licensing

High school diploma or equivalent required; prior experience in public safety communications or a related field is strongly preferred.

Proficiency in reading, writing, and speaking the English language.

Testing will include a written exam through the CT Police Chief's Association (CPCA), an oral board exam, an extensive background investigation, a psychological exam, a medical exam, and a controlled substance screen.