Telecommunicator (911 Dispatch)

GENERAL PURPOSE
The Telecommunicator position serves as the emergency call-taker/dispatcher for emergency and non-emergency requests on E-911 trunked lines administrative lines and radio infrastructure at the Northampton County Public Safety Answering Point (PSAP). Work includes dispatching of calls to the appropriate discipline i.e. police fire Emergency Medical Service (EMS) municipal in compliance with Center Standard Operating Procedures (SOPs) as well as the operation of the Commonwealth Law Enforcement Assistance Network/National Crime Information Center (CLEAN/NCIC) system as needed.

The 911 Center is a 24/7/365 operation. An applicant eligible for this position MUST be available to work all shifts including nights holidays and weekends.

SUPERVISION RECEIVED
This position reports directly to the Dispatch Shift Supervisor.

SUPERVISION EXERCISED
This position is not responsible for the supervision of other employees or functions.

ESSENTIAL DUTIES OF THE POSITION
Receives emergency and non-emergency calls from the public as well as public service providers for public safety services. Accepts calls routed to the 911 Center via both current and future media methods such as but not limited to Text-to-911 Video Text Telephone or Telecommunications Device for the Deaf (TTY).

Effectively manages each call per established guidelines policies and training. Requests information from callers to gather critical information such as personal information location and the nature of the call. Records information assesses the need for emergency services determines appropriate response(s) required and evaluates the relative priority of each response. Dispatches the appropriate response unit(s).

Provides and relays necessary information regarding emergency situations to those individuals requiring notification including public safety officials and representatives.

Provides Emergency Medical Dispatch (EMD) (pre-arrival instructions) to persons in need of immediate life-saving intervention when appropriate.

Utilizes Computer Aided Dispatch (CAD) phone system and Geolocation (GEO) tools to determine location and appropriate municipal protocols for response.

Utilizes TTY transmission equipment for communication with the hearing impaired.

Maintains daily records of calls and dispatch activity.

Maintains the highest level of confidentiality.

Adapts to unique circumstances that are presented by callers and then applies learned skills and established guidelines in resolving situations.

Possesses the ability to cope with highly stressful situations regularly with minimal supervision.

Works a rotating shift including nights weekends and holidays.

Required to serve as a peer trainer at the discretion of management after the successful completion of the Association of Public-Safety Communications Officials (APCO) Certified Training Officer (CTO) course.

Operation of NCIC and the CLEAN system for police. Obtaining and maintaining CLEAN/NCIC access is required for this position.

*An employee assigned to this title shall perform a majority but may not perform all of the duties listed in this job description. Conversely minor level duties performed on the job may not be listed. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position.

REQUIRED MINIMUM QUALIFICATIONS

EDUCATION & EXPERIENCE - Completion of a high school or general equivalency diploma; AND

At least one (1) year of Radio Communications Training Call Center experience or Public Safety Agency (Police Fire or EMS) experience is preferred.

BACKGROUND INVESTIGATION A post offer criminal history check will be completed for all Telecommunicator candidates. Failure to successfully pass the background investigation will be cause for the offer to be rescinded.

URINE DRUG SCREEN - A post offer urine drug screen is a requirement for employment. Failure to successfully pass the urine drug screen will be cause for the offer to be rescinded.

HEARING TEST A post offer hearing test for various frequency sensitive levels is a requirement for employment. Failure to successfully pass the hearing test will be cause for the offer to be rescinded.

MANDATORY TRAINING All Telecommunicator candidates must successfully pass the EMD training program APCO Public Safety Telecommunicator (PST) APCO Fire Service Communications (FSC) APCO Law Enforcement Communications (LEC) National Incident Management Systems (NIMS)NCIC/CLEAN training program as well as other training programs and certifications as outlined by the Department of Emergency Management. All Telecommunicators must pass all state required exams and maintain required certifications as necessary to continue employment. All mandatory training as outlined by the Department of Emergency Management Services must be completed as an essential function of the job.

KNOWLEDGE SKILLS AND ABILITIES
Knowledge of office practices and procedures commonly employed in communications emergency management and public safety environment.

Knowledge of the geography highway and street systems in boroughs and townships within the County of Northampton.

Effective communication skills including active listening clarity of speech and verbal and written communication as pertinent to public safety communications. Ability to speak clearly and distinctly over electronic media.

Effective computer skills and a level of proficiency necessary to perform data entry quickly and accurately from written audible or other sources.

Ability to type 25 words per minute and data entry ability of 3250 keystrokes per hour.

Ability to interpret geographical information.

Ability to read and interpret maps.

Ability to multi-task. Ability to identify and respond appropriately to emergency and stressful situations simultaneously.

Ability to maintain composure and self-control in order to perform necessary job duties while exposed to high stress situations.

Ability to learn the specific operation rules and procedures governing County radio computer alarm and other systems.

Ability to learn computer aided dispatch software program and hardware.

Ability to establish and maintain effective working relationships with associates officials of law enforcement firefighting and emergency medical care agencies representatives from other local State and Federal agencies and the public.

Ability to read write speak understand and communicate in English to perform the duties of this position.

TOOLS AND EQUIPMENT
Personal computer keyboard and mouse CAD software and hardware communication/radio equipment TTY transmission equipment telephone cell phone fax machine copy machine and State NCIC/CLEAN computer network.

PHYSICAL DEMANDS
While performing the duties of this job the employee is frequently required to stand walk sit and talk or hear. The employee is occasionally required to use hands to finger handle or feel objects.

The employee must occasionally lift and/or move up to twenty-five (25) pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually quiet but may become moderately noisy.

SELECTION GUIDELINES
Formal application rating of education and experience interview and reference check as well as job related tests may be required.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.


FLSA STATUS: FLSA NON-EXEMPT (ELIGIBLE FOR OVERTIME)
DESIGNATION: CAREER SERVICE
PAY GRADE: RU/GR20
UNION STATUS: AFSCME RESIDUAL NON-PROFESSIONAL UNIT


Updated February 2025