This is a fast paced, highly technical work environment involving automated systems pertaining to law enforcement public safety communications. Work requires the ability to comprehend and apply law enforcement and public safety operation procedures, which is learned through extensive training that consists of several phases of classroom and on-the-job training. Communication with the public and First Responders require the ability to analyze situations and determine the effective course of action; adjust quickly to changing situations while assessing time and sensitive information; perform several tasks at the same time and assign appropriate priorities, signals, and codes to incoming calls for services while monitoring multiple frequencies and viewing multiple computer/camera screens. Must have the ability to maintain an efficient and calm demeanor in handling adverse or stressful situations for an extended period of time in a high volume public safety work environment. Work requires sitting for prolonged periods of time wearing a headset, which restricts movement in the work area. Work is performed under general supervision where the dispatcher works under clearly defined procedures but has latitude to set priorities based on the events that are occurring at the time. Hours of operation are 24 hours a day, 365 days a year. The employee is primarily scheduled for shift work hours. Work periods may have permanent or rotating days off, frequently requiring the employee to work holidays, weekends, evenings, and nights. The employee is subject to work overtime, being held over or called back to work for disasters, local emergencies, or special events. Requires frequent contact with the public, police and emergency service providers, and occasional contact with other federal, state, and local government agencies. Some of these contacts may require considerable skill in diplomacy, tact, and/or discretion.
Examples of Work
- Answers 9-1-1 calls from the public requesting police and emergency assistance.
- Processes calls for information purposes and non-emergency assistance.
- Dispatches police emergency calls in accordance with prescribed patterns and needs.
- Dispatches police personnel and/or equipment through the use of a computerized radio system and computerized aided dispatch system requiring voice communication and data entry simultaneously.
- Obtains information from a very diverse group of callers who are oftentimes distraught or emotional for the purpose of processing requests for emergency assistance.
- Records emergency incident response information and maintains the current status and state of Police emergency vehicles and equipment by use of computer aided dispatch program and/or manually.
- Monitors and responds to voice communications on multiple radio frequencies. Queries, interprets, and maintains information in the FCIC/NCIC databases and operates a high-speed teletype system.
- Assists in the training of new employees, as necessary.
- Coordinates emergency service response with other public safety agencies and/or surrounding counties.
- Operates office equipment necessary in the performance of this job.
- Maintains various records as applicable.
- Performs related work as required.
Knowledge, Skills and Abilities
- Knowledge of techniques and procedures used in operating emergency communications equipment.
- Knowledge of customer service standards and best practices.
- Knowledge of Jacksonville Sheriff's Office Standard Operating Procedures.
- Knowledge of the City of Jacksonville's geography.
- Knowledge of applicable FCIC/NCIC system and guidelines.
- Skill in operating emergency communications radio equipment.
- Skill in empathetic listening techniques.
- Ability to remain calm under pressure and stressful working conditions during heavy workload and emergency related calls.
- Ability to make oral and written reports.
- Ability to handle confrontations constructively.
- Ability to speak English rapidly, clearly and concisely.
- Ability to maintain control of conversations under stressful situations.
- Ability to maintain accurate records.
- Ability to exercise judgment and initiative in dispatching emergency calls and other requests.
- Ability to dispatch and handle emergency calls on a continuous basis under time constraints.
- Ability to establish and maintain satisfactory working relationships.
- Ability to read computer screens for extended periods.
- Ability to hear under adverse conditions.
- Ability to write English legibly and rapidly.
- Ability to learn and recall signals, codes and computer commands.
- Ability to simultaneously communicate, interpret communication, and enter data into a computer accurately.
- Ability to read and apply maps and GPS systems.
- Ability to follow instructions quickly.
- Ability to operate a two-way radio console and/or a multi-line telephone system while wearing a headset during entire work shift.
- Ability to comprehend data quickly, and make decisions quickly in accordance with procedures.
- Ability to hear and comprehend all audible transmissions in adverse conditions using current equipment.
Open Requirements/Supplemental Information
Ability to read, write and speak English clearly. The typing requirement for this position is 35 WPM. A high school graduate or above is preferred. Requires the ability to work overtime with little or no notice, shift work, weekends, holidays, evenings, and nights. Hours of operation are 24 hours a day, 365 days a year.
Probation period for this class is one year. Employee must successfully complete on-the-job receiving and dispatching training program during probationary period. Employee must be able to type accurately while performing multiple tasks in order to complete probationary period. In accordance with FL State Statute 401.465, effective October 1, 2012, any person employed as a 911 public safety telecommunicator at a public safety answering point must be certified by the Dept. of Health (DOH) by passage of an examination approved by DOH, which measures the applicant's competency and proficiency in the subject matter of the public safety telecommunicator training program. Probationary employees must have successfully passed examination within 6 months from hire date in order to remain employed in this job classification. Personal leave usage during probationary period is limited and approval of leave requests is discretionary by management. Must not have committed or been convicted of any felony offense or serious misdemeanor offense. Must successfully pass criminal background and drug test prior to hire. Must be able to maintain confidentiality, discretion, and be sensitive to critical incidents; no distracted dispatching is permitted at anytime in 911 Communications Center.
Florida/National Crime Information Certification (FCIC/NCIC) Must be attained and re-certified every two years. St of FL Public Safety Telecommunicator Must secure within 6 months & must be maintained.
The City of Jacksonville is an Equal Opportunity/Equal Access Employer and will provide equal opportunity to all employees and applicants in compliance with all applicable federal and state employment laws and the current interpretation of employment discrimination by the United States Equal Employment Opportunity Commission, as set forth in Directive 0528. There shall be no discrimination or harassment against any person with regard to race, color, sex (including pregnancy), sexual orientation, gender identity or expression, religion, political affiliation, national origin, disability, age, marital status, veteran status, or any other impermissible factor in recruitment, hiring, compensation, training, placement, promotion, discipline, demotion, transfers, layoff, recall, termination, working conditions and related terms and conditions of employment.
“To Serve and Protect in Partnership with Our Community”