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.
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.
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.