Telecommunications Officers answer 9-1-1 emergency and non-emergency calls from the public, the interdepartmental calls from police, fire, and ambulance services,calls from other public safety agencies, and those special services identified as having a need to maintain direct communications with the Center. TCO’s monitor multiple computer screens and radio frequencies, while efficiently gathering, prioritizing and documenting caller information. The TCO will provide callers with the appropriate advice or referral, or initiate police, fire and/or emergency medical (EMS) services. Furthermore, Center staff shall demonstrate and maintain excellent written and oral communications skills, exercise reasonable judgment influenced by the mission of the Center as well as guided by protocols. Staff should always seek to achieve the high standards set for the Center and maintain above average interpersonal skills, when dealing with customers and recognize that positive interpersonal interactions are required when working with other emergency service providers as well as peers within the Center.
Telecommunications Officers report to the 9-1-1 Team Leaders and Operations Manager.
Essential Job Duties and Functions:
- Receive, prioritize, and often handle multiple, simultaneous emergency and administrative phone calls for assistance. This position is responsible for obtaining and gathering data concerning the authenticity, nature, and location of the incident based on established operating procedures;
- Summarize the critical information for public safety first responders in the computer aided dispatch system (CAD) using correct grammar, spelling, and punctuation, and refer and classify calls for police/fire/EMS assistance according to level of response required;
- Accurately and timely dispatch of law enforcement, fire, rescue, and emergency management personnel, as appropriate to all emergencies within the County or as otherwise directed.
- Relay medical and other instructions to callers according to established protocols;
- Monitor and coordinate unit activity and assignments via public safety radio frequencies; Maintain status and locations of public safety personnel;
- Utilize 9-1-1 Communications Equipment including CAD software, radio consoles, telephone system, voice recorder, computer software programs, and other equipment;
- Operate the Missouri Uniform Law Enforcement System, review incoming and outgoing messages, complete entries and provide for timely dissemination, access and maintain sensitive/confidential information created or encountered in the performance of assigned duties and filing maintenance;
- May assist in providing on-the-job training for new employees and submit progress reports on trainees;
- Keep informed of departmental regulations, policies, and procedures;
- Maintain a positive customer service attitude at all times with the public, user agency members, co-workers and supervisors. Portray a professional demeanor at all times;
- Must be reliable and report for work on a consistent and dependable basis;
- Perform other duties as required or assigned.
- Must meet minimum qualification standards, as outlined on the hiring and promotion practices policy.
- Clearly related experience in emergency telecommunications is highly desirable. Previous fire, law enforcement, emergency medical experience may be beneficial within an Enhanced 9-1-1 environment.
- The ability to work well with others, without loss of compromise of professional demeanor especially during periods of high anxiety, is a performance standard.
**The duties and responsibilities included in this job description are not intended to be all inclusive and the 9-1-1 Telecommunications Officer will be expected to perform other reasonable job related duties as assigned.