STATE OF
HUMAN RESOURCES
CLASSIFICATION: TELECOMMUNICATIONS SPECIALIST I
Class Code: 9325-16 Date Established: 02-01-95
Occupational Code: 9-5-2 Date of Last Revision: 10-21-08
BASIC PURPOSE: To operate a state-wide emergency
telecommunications computerized control console system on an assigned shift to
receive requests for police, fire or emergency medical assistance in order to
forward requests for emergency services and provide life support instructions
pending arrival of qualified medical personnel.
CHARACTERISTIC DUTIES AND RESPONSIBILITIES:
·
Operates a
computerized telephone console system to answer calls from citizens requesting
emergency assistance.
·
Determines
whether the caller’s request is an emergency and transfers calls to
appropriate emergency service provider..
·
Provides
pre-arrival life support instructions.
·
Operates
instant recall recorder, TTY equipment and other telecommunications equipment
to facilitate transfer process.
·
Monitors calls
for addressing accuracy and initiates reports of incorrect information to
assure database update.
·
Collects
necessary information from callers in order to make decisions appropriate to
emergency situation.
·
Recognizes
critical situations and alerts supervisor, consults with supervisor regarding
difficult or unusual situations.
·
Assists in
training new employees in the use of computerized telecommunications equipment,
record keeping and database updates.
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DISTINGUISHING FACTORS:
Skill: Requires skill in developing formats and
procedures for special applications OR in investigating and reviewing the use
of equipment and data for a specialized function.
Knowledge: Requires understanding and using business or
trades vocabulary or basic arithmetic to perform standard operating procedures.
Impact: Requires responsibility for contributing to
immediate, ongoing agency objectives by facilitating the direct provision of
services to the public or other state agencies.
Errors at this level result in inaccurate reports or invalid test
results and require a significant investment of time and resources to detect.
Supervision: Requires partial supervision of other
employees doing work which is related or similar to the supervisor, including
assigning job duties, providing training, giving instructions and checking
work.
Working Conditions: Requires performing regular job functions in
a controlled environment with minimal exposure to disagreeable job elements and
little risk of hazard to physical or mental health.
Physical Demands: Requires light work, including continuous
walking or operating simple equipment for extended periods of time as well as
occasional strenuous activities such as reaching or bending.
Communication: Requires reviewing summaries and reports and
making decisions to solve problems or to achieve work objectives as well as
articulating and expressing those solutions and goals. This level also requires formal presentations
of solutions and goals to employees and the general public to increase the
responsiveness of the agency toward the demands of its client system.
Complexity: Requires a combination of job functions to
establish facts, to draw daily operational conclusions, or to solve practical
problems. This level also requires
providing a variety of alternative solutions where only limited standardization
exists.
Independent Action: Requires a range of choice in applying a
number of technical or administrative policies under general direction and
making routine decisions or in recommending modifications in work procedures
for approval by supervisor.
MINIMUM QUALIFICATIONS:
Education: Graduation from high school or G.E.D.
equivalent. Each additional year of
approved formal education may be substituted for one year of required work
experience.
Experience: Five years’ experience in a
service-oriented position such as paramedic, firefighter, emergency medical
technician, dispatcher, law enforcement, public safety, food service, teacher,
outside customer service, or a related field, involving a high volume of
interactive public contact, requiring the need for quick response and accuracy,
as well as multitasking ability, while working in a stressful environment.
License/Certification: Must be able to obtain certification as an
Emergency Medical Dispatch and certified TTY/TDD operator within ninety (90)
days of hire.
SPECIAL REQUIREMENTS: For appointment
consideration, Telecommunications Specialist applicants must successfully
participate in a multiple choice written examination measuring possession of
knowledge, skills and abilities identified as necessary for satisfactory job
performance by this class specification.
The Bureau of Emergency Communications will be responsible for
determining if prospective appointees possess normal hearing, present an
acceptable job compatibility profile, qualify in a controlled substance
screening test, and exhibit potential for job success as determined by an
interview panel.
RECOMMENDED WORK TRAITS: Knowledge of the practices and procedures of
telecommunication call handling.
Knowledge of area agencies and supportive services that handle emergency
or crisis situations. Knowledge of the
functions of fire, police, and emergency medical services, and the principles
of enhanced 9-1-1 systems. Knowledge of
the procedures and practices of information input and retrieval in a
computerized communications system. Skill
in the operation of computerized telecommunications equipment. Skill in coding information for computer
input or storage of information. Ability
to follow technical manuals and guidelines to operate computerized
telecommunications equipment. Ability to
recognize unusual conditions and react quickly and calmly in emergency
situations. Ability to communicate
clearly and concisely while remaining calm in life-threatening situations. Ability to maintain accurate database
information. Ability to recall names,
street addresses, medical protocols, and TTY/TDD syntax, etiquette and
protocols. Ability to read and
understand procedural manuals, computer screens and written and typed messages. Ability to hear and understand messages under
conditions of background noise and distraction.
Ability to perform mentally fatiguing and stressful tasks. Ability to establish and maintain effective
working relationships with associates, supervisors, police, fire, medical
emergency, poison control, suicide prevention, and the general public. Must be willing to maintain appearance
appropriate to assigned duties and responsibilities as determined by the agency
appointing authority.
DISCLAIMER STATEMENT: This class specification is descriptive of
general duties and is not intended to list every specific function of this
class title.
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