Job Summary:

The Emergency Communications Operator will receive incoming calls on the 911 line, obtain relevant information, prioritize calls, and reroute them to medical emergency services, fire department, or police department. The Operator will also remain on the line until the receiving agency acknowledges that it is assuming responsibility for the call.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Answers all incoming emergency (911) calls promptly. Follows standard operating procedures (SOPs) for obtaining pertinent information depending on the nature of call. Connects calls with the appropriate department immediately while continuing to obtain information. While receiving call, enters name, location and other pertinent information into computer-aided dispatching (CAD) system so that it is permanently available.
• Attempts to ascertain the exact nature of problem and the immediacy of the need. Calms the caller and encourages the caller to remain on the line in case further assistance is required.
• For fire emergencies, attempts to determine whether people are at risk and ascertains nature and extent of the fire.
• For police emergencies attempts to assess the potential for violence and the degree of risk to the public and the police, as well as the nature of crime and whether it is still in progress.

Required Skills/Abilities:

• Ability to act calmly and rationally in stressful situations.
• Knowledge of computer usage and keyboarding, preferably in Microsoft Windows and Word environments, and a score of 45 wpm on a typing test.

Education and Experience:

• High school graduate or GED.
• Qualified as an emergency medical technician (or in the process of certification).
• Successful completion of a 12-week training program.
• Successful completion of a simulator test to measure memory, hand/eye coordination, and the ability to perform tasks under stressful conditions.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.