Incumbent serves as Telecommunicator Level I for Morgan County E-911, responsible for receiving incoming emergency and non-emergency calls, dispatching information to appropriate response unit, and receiving complaints and inquiries from the public. 

DUTIES:

Receives emergency 911 calls, determines nature of call, gathers the maximum amount of information in the minimum amount of time, and determines appropriate response and dispatches response of emergency personnel using CAD. Provides medical instruction to the caller prior to arrival of emergency personnel, as needed. 

Communicates and coordinates with other agencies for emergency situations. 

Answers and processes non-emergency administrative calls, obtaining information and referring call to the proper authority. 

Operates computer aided dispatch system CAD, operates and monitors radio consoles, dispatches and maintains location and status of all in-service and on call law enforcement, fire, EMS personnel and equipment. 

Monitors multiple radio public safety frequencies, including notifying and/or dispatching local personnel as needed. 

Enters, maintains, and documents confidential IDACS/NCIC information, including researching, verifying, and retrieving information for law enforcement agencies as requested. Receives and transmits computer reports. 

Receives and dispatches alarms. 

Activates tornado sirens as required and directed during severe weather. 

Participates in training drills and attends classes, including certification programs as required. May periodically testify in court regarding calls and dispatches. 

Operates TDD/TTY for hearing impaired callers. 

Occasionally travels out of town for required meetings/training, but not overnight. Performs other duties as needed. 

JOB REQUIREMENTS AND DIFFICULTY OF WORK:

High school diploma or GED. 

Possession of or ability to obtain and maintain possession of all required certifications, including IDACS/NCIC Full Operator Class, PowerPhone Public Safety Tele-communicator (40 hours), PowerPhone Emergency Medical Dispatch &T-CPR (telephone CPR), PowerPhone Law Enforcement Dispatch, PowerPhone Fire Service Dispatch, Spillman Bridge Learning Modules ( including Computer Aided Dispatch, HUB basics, Mobile basics), APCO Public Safety Tele- communicator 1 (40 hours), Department of Homeland Security, Federal Emergency Management Association, NIMS 100 Introduction to Incident Command System, 200 ICS for Single Resources and Initial Action Incidents, NIMS 700 An Introduction, American Heart Association Basic Life Support Program (CPR & AED), Department of Homeland Security Nationwide Suspicious Activity Reporting Initiative, and any additional trainings required by E-911 Director. 

Must be proficient in the use of all related communications equipment, including radio transmitters and receivers, radio consoles, telephone/radio headsets, multi-line telephone. 

Ability to meet all County hiring requirements, including passage of a written test and drug test. Knowledge of public safety communications, dispatch procedures, and emergency management. Knowledge of community geography and emergency services jurisdictions and boundaries. 

Working knowledge of and ability to make practical application of standard practices, procedures, rules and regulations of the Department and ability to take authoritative action as situations demand. 

Complete knowledge of local geography and ability to read maps, use emergency code terminology, and quickly, clearly and calmly respond during stressful situations. 

Working knowledge of standard English grammar, spelling and punctuation, and ability to condense large amounts of information into coherent typed remarks. Ability to complete written reports within Department deadlines. 

Working knowledge of radio frequencies, codes, procedures and limitations, and ability to speak clearly and distinctly, hear and be heard and understood when communicating in person, by radio, or by telephone. 

Practical knowledge of area law enforcement, EMS and fire demands, and ability to effectively perform essential duties of the position without posing a direct threat to the health and safety of self and other individuals in the workplace. 

Ability to type with speed and accuracy and properly operate a variety of standard office equipment, including computer, E-911 system, two-way radio, computerized telephone system, weather radio, paging system, fax machine, and calculator. 

Ability to receive emergency 911 calls, determine nature of call, gather the maximum amount of information in the minimum amount of time, and determine appropriate response and dispatches response of emergency personnel using CAD. Ability to provide pre-arrival instruction to the caller prior to arrival of emergency personnel, as needed. 

Ability to visually differentiate variations on maps, computer screens, and radio consoles. 

Ability to manage and accomplish multiple priorities and diverse responsibilities with a high level of accuracy. 

Ability to maintain positive public relations and interpersonal relations with coworkers and safety agencies. 

Ability to engage in interpersonal interactions that are stressful or sensitive in nature, and handle difficult interpersonal interactions and complaints with tact and diplomacy. 

Ability to establish and maintain cooperative, effective and productive working relationships using patience, courtesy and respect. 

Ability to deal with sensitive information in a discreet and professional manner, and remain alert, calm and courteous under extreme situations and relay information to responding units in a timely fashion. 

Ability to occasionally travel out of town for required meetings/training, but not overnight. 

Ability to effectively communicate with co-workers, other County departments, all law enforcement agencies, all fire and EMS departments, all jails and prisons, all hospitals, DNR, all street and highway Departments, railroads, utility companies, Coroner, and members of the public, including being sensitive to professional ethics, gender, cultural diversities and disabilities. 

Ability to maintain confidentiality of Department information and records according to state requirements. 

Ability to comply with all employer and Department policies and work rules, including, but not limited to, attendance, safety, drug-free workplace, and personal conduct. 

Ability to understand, memorize, retain and carry out oral and written instructions and present findings in oral or written form. 

Ability to analyze, evaluate and coordinate information, make determinations, and take action based on information. 

Ability to work independently and with others in a team environment, often amidst frequent distractions, interruptions, time constraints, and on several tasks at the same time. 

Ability to apply knowledge of people and locations, and utilize good judgment in extreme and uncommon situations. 

Ability to work shifts in a 24-hour a day, 7 day a week operation that may include weekends, holidays, and overtime. 

Possession of a valid Indiana driver’s license and demonstrated safe driving record. 

RESPONSIBILITY:

Assignments and objectives are set jointly by immediate supervisor and incumbent following standard operating procedures or policy and procedural manuals. Incumbent must have supervisor’s permission to deviate from standard operating procedures. Incumbent has some flexibility in the job. Errors are primarily detected and/or prevented through legally defined procedures and procedural safeguards. Work errors could result in damage to property/equipment and possible loss of life. 

PERSONAL WORK RELATIONSHIPS:

Incumbent maintains frequent contact with co-workers, other County departments, all law enforcement agencies, all fire and EMS departments, all jails and prisons, all hospitals, DNR, all street and highway Departments, railroads, utility companies, Coroner, all law enforcement agencies and members of the public, for purposes of giving and receiving information, training personnel, and rendering service. 

Incumbent reports directly to Morgan County E-911 Shift Supervisor. 

PHYSICAL EFFORT AND WORK ENVIRONMENT:

Incumbent performs duties in an emergency call center, involving sitting/walking at will, standing for long periods, driving, lifting/carrying objects weighing between 25 and 50 pounds, reaching, bending, crouching/kneeling, close/far vision, color/depth perception, keyboarding, speaking clearly, hearing sounds/communication and handling/grasping objects. Incumbent is frequently exposed to stressful situations associated with emergency requests for assistance and typically performs duties in a restricted seated position with little or no opportunity for breaks during shift.