Communications Operator III

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Shift Work – The Emergency Operations Bureau (EOB) operates 24 hours per day / 7 days per week. Shifts assignments include weekends, holidays, on call, hurricanes, evacuations, or other state of emergencies. Shifts are not rotating; you must be flexible and able to work 12-hour shifts including day shift (0700-1900) or night shift (1900-0700). There is no guarantee of shift assignment, it is based on the need once you graduate from the academy. You will be able to bid for a desired shift assignment every 6 months, based on seniority.

Answer emergency and non-emergency telephones. Operators must listen accurately and record the information provided by citizens, police, fire, and medical personnel and be able to accurately relay this information to the appropriate person often called upon to make decisions quickly, accurately, and effectively. When a call is taken, the first concern is that of the caller. Each situation must be analyzed and evaluated individually, always keeping in mind the importance of the information imparted and treating each caller impartially and fairly. Call takers must be self-motivated and work well as a part of a team. To be successful you must be able to perform multiple tasks, at times under stressful conditions.

Tasks :  Complete assignment as directed; maintain work areas; knowledge of general orders; process wrecker requests and maintain wrecker files; utilize resources; track and monitor appropriate personnel; route calls to proper agency; respond and request assistance from other agencies; prioritize calls; operate telephone consoles / CML; operate NCIC / FCIC computer; operate the PSC computer / CAD; notify agencies / floor supervisor of robberies and priority events; dispatch appropriate personnel for service; and inform supervisors of events and activities in progress.

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1. Desire to be helpful. This includes not only people who are a pleasure to help, but also individuals who may be unreasonable, demanding, rude, unpleasant, and uncooperative.

2. Ability to think clearly and act promptly in emergencies and under pressure. EOB personnel shall maintain a professional demeanor.

3. Ability to speak clearly and distinctly. Along with this, the ability to reduce rambling and formulate disconnected information into concise and accurate messages.

4. An inquiring mind, a desire to learn, and a desire to do a good job.

5. Thorough knowledge of the geography of the jurisdictions covered by the public safety agencies the EOB serves.

6. Customer service, including the initiative to do more than just what is required when a usual procedure does not provide a solution to a problem.

7. Recognition of the importance of the job. The communications operator is the only link between the responder and help and is often the only link between the citizen and help. The communications operator is the department's representative most often contacted by the public.

8. Courtesy : All sections of the emergency operations bureau are essentially business offices and must be operated in a businesslike manner. Like any other business that deals with the public, all employees are expected to be courteous.

9. Predisposition towards public safety work : A communications operator must learn to think like a field unit and anticipate the type of information they will require for effective handling of their duties.

• As a condition of continued employment, the 9-1-1 Public Safety Telecommunicator Training Program must be completed, and the Florida Certification exam must be passed within 11 ½ months of appointment to the position.   Training :  Communications Operator III (Call Taker) training will begin with a 6-week classroom style academy to include 1 week of EMD / EFD certification training and 16 weeks of field training. Operators will work 8-hour shifts during the agency paid training academy, and upon completion move to 12-hr shifts.    Certifications :  During the first year of employment Operators will receive certifications in the following :

9-1-1 Public Safety Telecommunicator Florida Certification

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