POLICE COMMUNICATIONS OFFICE I - City of Jacksonville, FL - Jacksonville, FL

This is technical work in receiving and transmitting emergency calls, information and messages. Work requires knowledge of emergency communications operating procedures, with the ability to operate computerized emergency communications telephone equipment which can be learned on the job within four to five months. Contacts require answering and responding to emergency calls from distraught and emotional individuals and require assertiveness as well as sensitivity to insure appropriate information is gathered and transmitted according to the situation. The work is covered by standard operating procedures and routines but the employee has the latitude to take action according to the specific situation and must be able to adjust to situations not previously encountered. The employee must determine the nature of each call and follow the appropriate procedure based on training and experience. Work is performed at a console which has a computerized communications system with a headset in a very controlled environment. Operates emergency communications equipment, copier, telecommunications devices for the deaf, and standard office equipment. Work requires sitting for prolonged periods of time and the ability to simultaneously communicate with the caller and enter information into a computer. Work is stressful as this is the 9-1-1 call receiver and callers may be hysterical, incoherent, or belligerent and numerous emergency calls may be handled in rapid succession, and worker has limited physical mobility. Employees in this class work shifts to cover 24 hours per day, seven days per week operation.

Examples of Work:

Answers telephone to receive and transmit messages. Answers emergency 9-1-1 calls and makes referrals to police or fire dispatcher as appropriate. Obtains information from callers, determines assistance needed and makes disposition. Operates a computerized telephone console and computer terminal in receiving and transmitting voice and/or data messages for dispatch to police and fire rescue personnel and/or equipment in accordance with prescribed patterns and needs. Records information regarding requests for emergency services by use of computer keyboard. Maintains various records as applicable. Assists in training of new employees. Coordinates emergency service response with other public safety agencies. Operates standard office equipment. Performs related work as required.

Knowledge, Skills and Abilities:

Knowledge of emergency communications center operating procedures. Knowledge of the City of Jacksonville’s geography. Ability to speak English rapidly, clearly and concisely. Ability to maintain control of conversations with emotionally distressed persons for the purpose of obtaining data. Ability to maintain accurate records. Ability to exercise judgment and initiative in handling emergency calls and complaints. Ability to answer and handle emergency calls on a continuous basis. Ability to establish and maintain satisfactory working relationships. Ability to read computer screens for extended periods. Ability to hear under adverse conditions. Ability to wear headset during entire work shift. Ability to write English legibly and rapidly. Ability to learn and recall signals, codes and computer commands. Ability to simultaneously communicate, interpret communications and enter data into a computer. Ability to follow instructions quickly. Ability to operate a telephone with headset. Ability to type at least 35 wpm.

Open Requirements/Supplemental Information:

Ability to read, write and speak English. Must satisfactorily complete Emergency Communications training course during the probationary period.

Other Requirements

Must pass a test for controlled substances prior to employment and may be tested for controlled substances during employment in this classification. Employees may elect to participate in an on-the-job dispatch training program. In accordance with FL State Statute 401.465, effective October 1, 2012, any person employed as a 911 public safety telecommunicator at a public safety answering point must be certified by the Dept. of Health (DOH) by passage of an examination approved by DOH, which measures the applicant’s competency and proficiency in the subject matter of the public safety telecommunicator training program. Probationary employees must have successfully passed examination within 6 months from hire date in order to remain employed in this job classification.

ONLINE APPLICATION REQUIRED. Apply at www.coj.net upload resume, transcripts, certification, and if claiming veteran’s preference, attach DD-214 (Form 4) for consideration. Although you may attach your resume for inclusion with your application, it is important your application provides all the relevant education and experience you possess. Otherwise, your application will be considered incomplete.

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