9-1-1 Call Taker / Dispatcher (Emergency Communications Specialist), Trainee

Are you ready to make a difference in your community? We’re seeking dedicated individuals to join our Division of Emergency Communications within the Department of Public Safety. As an Emergency Communications Specialist, you’ll play a vital role in emergency response coordination. Here’s what you’ll be doing:

1. Emergency Assistance Coordination:
   • Efficiently receive and promptly process emergency assistance requests.
   • Facilitate seamless communication of critical information to emergency response agencies, expediting swift action.
2. Cutting-Edge Equipment Operation:
   • Excel in operating cutting-edge communications equipment and technology.  
   • Execute authorized techniques and procedures flawlessly and seamlessly.
3. Collaborate with a Dynamic Team:
   • Work closely with fellow dispatchers and call takers.
   • Contribute to a supportive team dedicated to saving lives daily!

• Competitive Compensation: Start at $20.00 per hour, with additional increases after completing training phases.
• Career Growth: Opportunities for advancement within our department.
• Impactful Work: Your role directly contributes to public safety and emergency response efforts.
• Comprehensive Training: We’ll equip you with the skills you need to succeed.
• Amazing Benefits: Lee County Board of County Commissioners offers one of the most competitive and comprehensive plans around. In addition to affordable premiums and co-pay structure for medical plans, additional benefits include:
  • Tuition Assistance
  • Paid Holidays
  • Generous Paid Time Off
  • Sick Pool 
  • and more!

• Receives and processes 9-1-1, emergency, and non-emergency calls for service, evaluates and processes the information, creates an event in the Computer Aided Dispatch system, provides pre-arrival and post-dispatch instructions to the caller and relays information to other jurisdictions; processes and prioritizes incoming calls.
• Dispatches Fire and EMS personnel and equipment on both routine and emergency calls utilizing a state-of-the-art CAD system, radio dispatching consoles, and other related equipment.
• Monitors and maintains system status of public safety personnel and equipment; analyzes situations accurately and takes effective action to help ensure responder safety; handles the reassignment of both emergency medical and emergency fire equipment to ensure adequate district-wide and county-wide protection and coverage.
• Provides operational support for fire and medical operations; facilitates outside agency assistance and mutual aid requests.
• Provides quality customer service to co-workers, customers, citizens and the public safety community.
• Achieves and maintains all required certifications and training; including Emergency Medical Dispatch, Emergency Fire Dispatch, and Emergency Police Dispatch certification through the International Academies of Emergency Dispatch, CPR certification, Florida DOH 911 Public Safety Telecommunicator certification, and any other required certifications. (All required certifications and training are department funded and will be completed within the first year of employment).

Education Requirement:

• Graduation from high school or equivalent (GED).

• At least six months of experience in one of the following areas:
  • Telecommunications
  • Call center environment
  • Any other related high volume/high stress customer service field or closely related experience.

Emergency Communications Specialist Training:

• The ideal candidate should be able to successfully complete all phases of training, including call-taking and Fire/EMS radio training. This ensures they are well-prepared for handling emergency calls and dispatching appropriate resources.

• Candidates should have the ability to learn and follow policies and procedures set forth by both Lee County and the Public Safety Division of Emergency Communications. This ensures consistency and adherence to established guidelines.

• The role requires passing all required licenses and certifications as per departmental policy. These certifications may vary depending on the specific jurisdiction and agency.

• A preferred typing speed of 40 words per minute (cwpm) is desirable. Efficient typing skills are crucial for accurately documenting information during emergency calls.

• While not mandatory, the ability to provide life-saving or emergency instructions during calls can be valuable. This skill ensures effective communication with callers until help arrives.

• Strong verbal and written communication skills are essential. Dispatchers must convey critical information accurately and succinctly to emergency responders.

• Familiarity with maps and geographical knowledge of Lee County is important. Dispatchers often need to guide responders to specific locations.

• Knowledge of how 911 systems operate is crucial. Dispatchers should understand call routing, protocols, and the importance of timely responses.

• A basic understanding of emergency medical services (EMS) and fire procedures is beneficial. This knowledge helps dispatchers coordinate appropriate resources.

• Dispatchers use computer dispatch systems extensively. Proficiency in keyboard navigation and accurate data entry is essential.

• The role involves working in a fast-paced, ever-changing environment. Adaptability is key to handling unexpected situations effectively.

• Candidates must be willing to work 12-hour shifts, including overnights, nights, days, weekends, and holidays. Emergency services operate around the clock, so flexibility is crucial.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES:

All County employees are required to work before, during, or after an emergency as needed. This may include temporarily being assigned to work and performing duties outside of the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.