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General Description
Performs specialized work in areas of emergency communications (911 call center). Employees assigned to this classification receive and respond to emergency and non-emergency calls for Police, Fire/Rescue, EMS for multiple agencies. May dispatch other equipment and personnel in response to emergency situations. Work is performed under general supervision of the Communications Director. Employees must exercise initiative and independent judgment to properly react and respond appropriately under very stressful conditions. Work is reviewed while in progress and upon completion through direct observation, audit of tapes, review of logs, and quality of services provided by the Communications Center. Essential Job Functions
The tasks listed below represent most of the time spent working in this position. Supervisor may assign additional tasks within the scope of this classification as necessary.
Receives and responds to 911, emergency, non-emergency, complaint, and service-related phone calls.
Determines nature and priority of calls by asking questions of callers, and transfers information to appropriate units or person.
Operates computer-aided dispatch (CAD) system to dispatch Public Safety units to calls; monitors activities and location of Public Safety units to ensure situations are under control; provides immediate backup when needed and notifies appropriate supervisors.
Operates teletype computer equipment to enter, retrieve, and transmit information regarding outstanding warrants, vehicle registrations, driver licenses, criminal histories, etc; maintains appropriate logs and files in accordance with requirements of the Florida Crime Information Commission (NCIC and FCIC) and departmental procedures.
Trains new employees by demonstrating procedures, instructing in the operation of equipment, and teaching the knowledge, skills, and abilities needed for successful performance.
Interacts in a professional manner via radio or telephone with the public and fellow employees and other Public Safety agencies.
Responsible for being knowledgeable of all material contained within the Communications Center Standard Operating Guide, having a working knowledge of Departmental rules/regulations and City rules/regulations.
Maintains various files and logs to document information pertaining to Public Safety and established standards.
Performs specialized work in areas of emergency communications (911 call center). Employees assigned to this classification receive and respond to emergency and non-emergency calls for Police, Fire/Rescue, EMS for multiple agencies. May dispatch other equipment and personnel in response to emergency situations. Work is performed under general supervision of the Communications Director. Employees must exercise initiative and independent judgment to properly react and respond appropriately under very stressful conditions. Work is reviewed while in progress and upon completion through direct observation, audit of tapes, review of logs, and quality of services provided by the Communications Center. Essential Job Functions
The tasks listed below represent most of the time spent working in this position. Supervisor may assign additional tasks within the scope of this classification as necessary.
Receives and responds to 911, emergency, non-emergency, complaint, and service-related phone calls.
Determines nature and priority of calls by asking questions of callers, and transfers information to appropriate units or person.
Operates computer-aided dispatch (CAD) system to dispatch Public Safety units to calls; monitors activities and location of Public Safety units to ensure situations are under control; provides immediate backup when needed and notifies appropriate supervisors.
Operates teletype computer equipment to enter, retrieve, and transmit information regarding outstanding warrants, vehicle registrations, driver licenses, criminal histories, etc; maintains appropriate logs and files in accordance with requirements of the Florida Crime Information Commission (NCIC and FCIC) and departmental procedures.
Trains new employees by demonstrating procedures, instructing in the operation of equipment, and teaching the knowledge, skills, and abilities needed for successful performance.
Interacts in a professional manner via radio or telephone with the public and fellow employees and other Public Safety agencies.
Responsible for being knowledgeable of all material contained within the Communications Center Standard Operating Guide, having a working knowledge of Departmental rules/regulations and City rules/regulations.
Maintains various files and logs to document information pertaining to Public Safety and established standards.
Other Duties:
May work rotating shifts to include days, evenings, midnights, weekends, and all holidays. Must complete a 40-hour basic telecommunication course within first year of hire. Performs any other duties or tasks that may be assigned. Qualifications
MINIMUM QUALIFICATIONS EDUCATION AND EXPERIENCE REQUIREMENTS: Graduation from high school or equivalent certification required and one-year experience.
CERTIFICATIONS AND LICENSES: Valid Florida driver’s license or other acceptable official identification. Basic FCIC/NCIC certification or ability to become certified within 6 months of hire. State of Florida DOH Telecommunicator Certification preferred. Knowledge, Skills and Abilities
Knowledge, Skills, and Abilities – Knowledge of operating procedures for handling emergency and non-emergency calls.
Knowledge of FCIC/NCIC procedures and regulation governing same. Knowledge of Orange County Sheriff’s Information Management System.
Knowledge of computer-aided dispatch (CAD) system operations.
Considerable knowledge of the efficient operation of radio receiving and transmitting equipment.
Ability to multi-task in a fast-paced, stressful environment, exercise good judgment and respond to various calls simultaneously and take proper action.
Ability to maintain a constant attention to details while using communication equipment in noisy and confined work area with radio traffic, ringing telephones and conversations occurring simultaneously. Thorough knowledge of the geographic boundaries of the City and surrounding district including location of streets, subdivisions, important buildings, and major landmarks.
Ability to type at least 30 words per minute.
Ability to speak clearly in a well-modulated voice, using good diction.
Ability to understand and carry out oral and written instructions. Knowledge in 911 operations.
Ability to operate computers, printers, fax machines, multi-lines telephone system, scanners, teletype, TDD terminal, Centra Comm II consoles, Alpha-Mate terminal, and security cameras. Disclaimer
The City of Apopka reserves the right to fill positions prior to the closing date and also reserves the right to close the posting prior to the date indicated. Positions will be filled by competitive selection from among categories of qualified and available candidates. It is the policy of the City of Apopka to give first consideration to all employees and other internal applicants prior to considering external (outside) applicants. Applicants should expect a starting salary at the minimum of the pay grade range; applicants with exceptional qualifications and/or experience may be eligible for a rate of pay which is higher than the range minimum upon approval by Administration. Your social security number is requested for the purpose of payroll eligibility verification, processing employment benefits, applicant and employee background checks, and income reporting and will be used solely for those purposes.
The City of Apopka participates in E-Verify. Employers are required by federal law to verify the identity and employment eligibility of all persons hired to work in the United States. We utilize the E-Verify system to process our new hires. We provide information to the Social Security Administration and, if necessary, the Department of Homeland Security with Information from each new employee”s Form I-9 to confirm work authorization.
