Telecommunications Operator

Telecommunications Operator

The role of the Telecommunications Operator is an intersection of critical intervention of lifesaving instructions for the caller and a conduit of essential communications for the field responder to improve outcomes. The fundamental reason this classification exists is to receive, evaluate, and process all 9-1-1 calls for police, fire, and medical assistance; or, to operate base radio equipment for dispatching police units on police related incidents. Depending on the assignment, incumbents may operate a multi-button telephone system, radios, computer terminals, and teletype equipment to receive, evaluate, and transmit information that frequently involves emergency situations affecting human welfare and safety. Work involves evaluating incoming calls, dispatching field units, and transmitting information and messages upon request and / or according to established procedures.

The ideal candidate will possess experience in a fast-paced environment; experience with multiple phone lines is ideal, will be familiar with law enforcement processes, possess a calm demeanor and be able to workdays and / or nights, weekends, holidays and overtime hours as needed. At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to build and maintain a highly engaged workforce. You will be challenged to learn and grow in an environment that values employee development and career-building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values : Adaptability - Integrity - Initiative - Empathy - Optimism

Innovation. Only a limited number of the most qualified applicants meeting the City's requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via email- please monitor your junk / spam email for communication as it will come from a system generated source.

Essential Functions

Receive and prioritize emergency and non-emergency calls for service from the public and allied agencies.

Determine the nature and location of emergencies and dispatch appropriate personnel and resources.

Operate a multi-channel radio console and computer-aided dispatch (CAD) system to coordinate field units.

Maintain continuous communication with field personnel, providing updates, supplemental information, and officer safety checks.

Accurately document information into the CAD system while maintaining clear and concise communication.

Access and relay information from state and national databases (ACJIS / NCIC) for warrant, vehicle, and criminal history checks.

Communicate effectively with citizens experiencing high stress, emotional distress, or language barriers.

Follow established protocols, standard operating procedures, and department policies.

Monitor multiple radio frequencies and systems simultaneously.

Participate in ongoing training to maintain certifications and ensure proficiency in systems and procedures.

Requirements

Formal Education / Knowledge : Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

Experience : Minimum one year of experience in a related field.

Certifications and Other Requirements : Must be at least 18 years of age. Ability to obtain and maintain Arizona Department of Public Safety Terminal Operator Certification (ACJIS / NCIC) within six months of hire. Successful completion of all background investigations, including polygraph and psychological evaluation. Typing requirement of 35 words per minute or 10,500 keystrokes per hour.

Reading : Work requires the ability to read manuals, maps, and data sheets.

Math : Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, division, and general accounting.

Writing : Work requires the ability to write reports, proposals, worksheets, and letters.

Managerial : Job has no responsibility for the direction or supervision of others but may provide advice / direction to an employee with less experience / skill or tenure.

Policy / Decision Making : Moderate - The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Projects and daily work are managed with little oversight, however special assignments and significant work products may be reviewed upon completion. Typical positions in this category are supervisory, highly technical, or lower-level professional jobs.

Technical Skills : Comprehensive Application - Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities.

Interpersonal / Human Relations Skills : High - Interactions may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may also involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.

12 Month Objectives

Successfully complete the Telecommunications Training program including an in-house 4-week academy and 2 9-12-week phases covering emergency and non-emergency phone skills and emergency radio operations.

Develop effective oral communication skills and the ability to speak clearly over the phone and the radio as demonstrated by clearly answering incoming calls, assisting callers and through clearly and accurately responding to incoming radio traffic and dispatching Police personnel to calls for service.

Learn the geography of the City of Goodyear as evidenced through practical and training exercises and accurately entering locations of calls for service into the CAD system.

Develop skills to effectively utilize the Computer Aided Dispatch (CAD) and Records Management Systems (RMS), as evidenced through training and practical exercises.

Work under pressure and be able to accurately assess emergency situations, and make sound, independent decisions as demonstrated to supervisory personnel and trainers in training and live situations.

Answer 9-1-1, TDD, Text and administrative phone lines, and obtain pertinent information as demonstrated by efficiently and accurately entering calls for service into the CAD system.

Obtain Level A Terminal Operator Certification (TOC) through ACJIS within 6 months of employment by successfully passing the required test.

Obtain Notary Public Certification through the State of Arizona.

Practice exceptional customer service when dealing with the public and coworkers as evidenced by displaying a genuine interest in their needs and answering questions, sending assistance or providing knowledgeable referrals when needed.

Maintain a clean and serviceable uniform as well as a high standard of personal hygiene as directed by department policy.

Work effectively with fellow employees and supervisors by practicing good communication skills, support, and teamwork.

Maintain an acceptable attendance record by reporting to shifts on time and limiting unnecessary leave.

Receive an overall Successful rating on a city performance appraisal at the six-month, mid-term and at the end of trial period