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Hillsborough County Government

Senior Telecommunicator (#SRTELEFTCK) FTCK
$19.43-$33.27 Hourly / $3,367.87-$5,766.80 Monthly / $40,414.40-$69,201.60 Yearly




JOB OVERVIEW

Performs advanced duties receiving and directing emergency and non-emergency calls and utilizing emergency communications equipment to dispatch emergency response personnel to provide timely response to requests for assistance; and oversees the work performed by subordinate staff.

MINIMUM QUALIFICATIONS

Graduation from high school or possession of a GED certificate; and

Two years of experience as a Telecommunicator or Radio Dispatcher in Hillsborough County

Or

An equivalent combination of education, training and experience that would reasonably be expected to provide the job-specific competencies noted below.

CORE COMPETENCIES

  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

JOB SPECIFIC COMPETENCIES

  • Working knowledge of the communication center standard operating procedures, regulations and 911 system.
  • Working knowledge of Agency policies, procedures and guidelines.
  • Working knowledge of effective communication techniques.
  • Working knowledge of digital and audio communications equipment operation.
  • Working knowledge of computerized mapping systems and related software use and application.
  • Working knowledge of law enforcement, emergency medical or fire terminology.
  • Ability to respond to emergency situations in a calm and controlled manner.
  • Ability to accurately assess emergency information and make correct decisions.
  • Ability to operate a multi-line or computerized telephone, digital, audio or radio communications equipment.
  • Ability to train and oversee the work performed by subordinate staff.
  • Ability to use a computer and related software.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to follow oral and written instruction.
  • Ability to locate offices, agencies or individuals promptly through directories or other information sources.
  • Ability to work under stressful conditions.
  • Ability to maintain confidential information.
  • Ability to work effectively with others.
  • Ability to follow established procedures.
  • Ability to accurately sort, file, and retrieve material using alphabetical, numerical or chronological systems.
  • Ability and willingness to work rotating shifts including nights, weekends and holidays.

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. 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. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

  • Receives 911 and non-emergency calls, quickly and calmly assesses the situation, enters information into the Computer Aided Dispatch (CAD) system for agency dispatch and/ or redirects them to specific or alternate emergency responding agencies or departments.
  • Connects conference calls involving two or more parties to render timely emergency assistance.
  • Dispatches emergency response personnel using digital and/or analog voice communications equipment, and/or an emergency computer dispatch system.
  • Creates reports to identify incorrect location information received through the Automatic Location Information system, in order to initiate corrective actions.
  • Pinpoints the location of emergency/non-emergency calls initiated from land lines or cellular phones using a Global Positioning System (GPS).
  • Types memoranda and reports, and duplicates or edits emergency call recordings, in response to court subpoenas and public records requests.
  • Maintains records and reports, including shift reports and operational logs.
  • Initiates emergency call-backs to obtain additional information or to follow-up on disconnected calls.
  • Provides guidance, training and oversees the work performed by subordinate staff.
  • May be required to research local, state and federal databases, when information dictates or when requested, to verify outstanding warrants, location history information and other information, and provides the information to emergency response personnel prior to arriving at the emergency location.
  • May be required to perform duties at temporary emergency command centers and locations during periods of local, state and national emergencies.
  • May be required to become familiar with the physical layout of Hillsborough County.
  • May be required to testify in court in order to provide an accurate account of information received from emergency/non-emergency calls for assistance.
  • Performs other related duties as required.  

This classification description is not intended to be, nor should it be construed as an all inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.

SPECIAL PROBATIONARY NOTE

A one year probationary period is required for all new hires and employees new to the department.

CLASS: SRTELEFTCK; EST: 8/28/2015; REV: 10/1/2015;