City of Tampa

This is the second level job class in the Public Safety Telecommunications series, performing the full range of call-taking and dispatching duties of higher than average difficulty. Positions at this level are distinguished from the Public Safety Telecommunicator I by independent performance of the range of duties, applying well developed area knowledge, mentoring of new employees. Positions at this level are fully aware of operating procedures and policies of the Communications Center and are normally filled by advancement from the Public Safety Telecommunicator level.

Employees in this class are responsible for performing a variety of public safety communications tasks of average difficulty which, depending on assignments, include dispatching calls for police or fire service, receiving and evaluating calls from citizens, entering data, and maintaining necessary records. Under general supervision, employees operate all communications equipment. Employees must exercise some initiative and independent judgment in advising citizens and determining which unit is in the best position to respond. Employees are required to work rotating shifts including nights, weekends, and holidays. Important aspects of this job are the ability to respond to emergencies in a calm and controlled manner, and the ability to record data precisely and enter it into the computer accurately and on a timely basis. Additionally, employees in some positions will be responsible for obtaining either Florida Department of Law Enforcement (FDLE) or Emergency Medical Dispatcher (EMD) certification. Employees must be capable of maintaining awareness of activity in an assigned area of the city to include knowing the location of all in-service vehicles. Work is reviewed through records maintained, observation of services rendered, and periodic evaluation of work performance.

Answer emergency (9-1-1) and non-emergency telephone lines obtaining information, prioritizing and confirming the location of calls as well as making independent determination of appropriate action for processing all incoming calls for service, to include relaying pertinent information to the appropriate public safety response unit (police, fire, and/or emergency medical services/EMS) or providing callers with the appropriate advice or referral.

Operate and monitor two-way radio channels, computer aided display (CAD) monitors and other related sophisticated communications equipment systems, while efficiently gathering, prioritizing, and documenting caller information.

Process complaints and make appropriate referrals on a broad variety of public safety matters, that often require referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.

Summarize critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation, and refer and classify calls for police/fire/EMS assistance according to the level of response required.

Receive requests by phone or electronic format from law enforcement, fire/medical personnel, and other public safety agencies to access, enter, retrieve, and disseminate data utilizing local, state and national database systems; prioritize and effectively relay information in proper format to requesting agency. Contact outside public service divisions as requested and relay information as required.

Receives and evaluates calls for service from citizens; advises citizens on calls that are not of an emergency nature; determines the jurisdiction in which the incident occurred in order to recommend referral; determines if a police unit should be dispatched to a scene for an investigation in order to facilitate prompt referral of a case.

Dispatches fire and emergency medical units as appropriate; provides initial instructions on emergency medical care when trained as EMD.

Maintains service status of all mobile units; dispatches units by radio through the use of code signals; dispatches wreckers to accidents and impounds following rotation schedule.

Provides general knowledge to citizens to increase their understanding of Tampa Police Department, laws, crime, etc.; responds to citizens’ complaints in order to take proper corrective action.

Maintains records and prepares reports as required; records information on complaints including type of service required, location, and identification of persons, time of dispatch, time “out of service”, and subsequent “return to service” of vehicles.

Interviews citizens over the phone in a professional manner to elicit the necessary information for completing reports.

Operates computer terminal to make inquiries into data systems for wanted information; converts information for computer applications and enters; cancels entries when located or no longer needed; prepares information received from the system and routes to requester.

Performs related work as required.

Working knowledge of: radio-transmitting equipment operating procedures and regulations; zone boundaries, city streets, and street conditions; the city and its geography.

Some knowledge of: effective communications techniques; records keeping and reporting; operation of various personal computer applications.

Ability to: react quickly, calmly, and rationally in emergencies; speak clearly and communicate effectively with police officers, firefighters, and the general public; speak a second language might be required; establish and maintain effective working relationships with employees and the general public; operate radio dispatching, video data terminal, and teletype equipment.

Skill in: basic typing/keyboard.

Graduation from an accredited high school or vocational school and six (6) months of experience in computer aided dispatching work for law enforcement, fire, or other public safety agency of comparable size; or an equivalent combination of training and experience. Preference may be given to individuals who are bilingual (English/Spanish).

Possession of a valid State of Florida certification as a Public Safety Telecommunicator.

Employees may be required to work rotating shifts, including nights, weekends, holidays and overtime as needed. During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.