9-1-1 Telecommunicator Trainee

SUMMARY

The 9-1-1 Telecommunicator Trainee will be trained and certified to be the public's primary point of contact when requesting a response by public safety resources. He / she will be engaged in training that requires complete dedication to the course of instruction and instructors. He / she promotes the Department's core values of integrity, respect, and customer service without compromise.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Train to receive calls from the public; train to accurately assign requests for police, fire, emergency medical units and other public safety resources.
• Train to facilitate communication coordination with public safety agencies and their resources.
• Become knowledgeable in county geopolitical boundaries, major highways and landmarks.
• Learn day-to-day operation in accordance with all communication center written directives, policies, procedures and guidelines.
• Learn how to utilize all available tools and technologies to efficiently complete all job tasks. These include telephone systems, computer-aided dispatch terminals, radio, and associated peripheral communications equipment.
• Receive instruction on how to accurately record information on variety of forms and logs as dictated by policies and procedures.
• Obtain job-related certifications which include, but are not limited to, Association of Public-Safety Communications Officials (APCO) Public Safety Telecommunicator, Commonwealth Law Enforcement Assistance Network (CLEAN), PEMA Telecommunicator, Emergency Medical Dispatch (EMD), and CPR.
• Develops and maintains teamwork, and promotes positive morale; and,
• Performs other related duties as assigned.

SUPERVISORY CONTROLS : Day-to-day operation is guided by Department and Division written directives, policies, procedures, and guidelines. Incidents or situations being handled that fall outside the scope of guidelines, normal practice and day-to-day training should be reviewed by the training staff as needed. Suggestions to immediate supervisors regarding new or improved techniques and methods of obtaining effective results and overcoming unusual problems are encouraged.

EVALUATION : Work is reviewed by the Professional Development Coordinator and Assistant Training Coordinator(s) through interactive observation, quizzes, class participation, and exams, and evaluated for results obtained, fulfillment of expectations and training program objectives, and adherence to management philosophies, operational guidelines, and law.

QUALIFICATION REQUIREMENTS

High school diploma or equivalency. No record of criminal convictions . Excellent interpersonal, oral and written communication skills with the ability to complete those skills successfully in high stress situations. Adequate computer and typing knowledge. Valid Pennsylvania driver's license. Must be able to work various shifts including night shift, rotating schedules, weekends and holidays.

PHYSICAL DEMANDS

Ability to sit and stand for moderate periods of time; manipulate computer-based hardware such as keyboards, phone handsets, keypads, and pointing devices (mouse, trackball); perform handwritten dictation activity; work at night and work in all weather conditions. Occasionally may be required to do light level physical work that would include reaching, pulling and lifting.

WORK ENVIRONMENT : Work is confined to an immediate work area that requires continuous staffing. Time is spent at computer display terminals, viewing monitors and observing incidents. Work involves sensitive telephone contact with the members of the public, who may be hostile, emotional, unstable, or physically or mentally distraught. This position requires the ability to deal with times of high stress due to medical and other emergencies. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. The noise level in the work environment is usually low to moderate.

EQUAL EMPLOYMENT OPPORTUNITY POLICY : I t is the policy of the Montgomery County Department of Public Safety to promote the employment of all individuals in accordance with their fullest abilities regardless of their race, color, religious creed, age, gender, political affiliation / registration, national origin, ancestry, sexual orientation, lifestyle, familial status or non-job-related handicaps or disabilities. All Department employees will be provided equal opportunities in employment, wages, promotions, benefits and all other privileges, terms and conditions of employment.