The Role
Operate a 24-hour emergency communications console to receive and triage 911 calls, validate locations, transfer to police/fire/EMS, provide pre-arrival medical instructions using EMD protocols, use GIS/CAD/Text-to-911 and radio/voice systems, maintain logs, handle stressed callers, initiate location pings, follow procedures, and complete required training and certifications.
Summary Generated by Built In
DepartmentDepartment of Public SafetyDivisionProtective Services (Non-Sworn)Salary$59,609.00 - $68,285.00Job ProfileJC-00426800-74 - 911 TelecommunicatorScheduled Work Days & Work HoursSupplemental InformationSPECIAL REQUIREMENTS:
Prior to appointment must successfully complete the following:
- A comprehensive background investigation conducted by the Rhode Island State Police;
- A physical examination;
- A psychological evaluation.
Following appointment as a probationary 911 Telecommunicator must successfully complete the following:
- An approved first aid training program within six months, and thereafter must maintain current certification as a condition of employment;
- Emergency Medical Dispatcher (EMD) certification classes requiring 3.5 days of training, and thereafter 24 hours of on-line certification classes every 2 years as a condition of employment;
- ICS 100 and ICS 200 FEMA courses and certification no later than the end of the 130 working day probationary period.
Failure to pass any of these six mandatory requirements will result in the withdrawal of the conditional offer of employment.
ADDITIONAL REQUIREMENTS:
- Must attend mandatory candidate orientation meeting.
- Ability to work a non-traditional work week of four (4) days on, two (2) days off; and may be required to work involuntary overtime.
- RI E 9-1-1 Call Center employees are considered "essential personnel" and as such provide public-safety emergency communications services and are required to work during adverse weather conditions, which may require travel during adverse weather conditions.
- Ability to check departmental email while off duty.Benefits
4 days on/2 days off; One of the following shifts depending on bidding process: 8 a.m.-4 p.m./4 p.m.-12 a.m./12 a.m.-8 a.m.
Job Requisition NumberJR103416 911 Telecommunicator (Evergreen)Pay GradeU04321 AClassification911 TelecommunicatorClass DefinitionGENERAL STATEMENT OF DUTIES: To operate a multi-functional, automated emergency communications console on an assigned shift within a 24-hour statewide public-safety communications system; responds to and coordinates requests for emergency services by determining service needs and transferring caller to appropriate dispatch agency, such as police, fire, or emergency medical services (EMS), for direct agency intervention; and to do related work as required.
SUPERVISION RECEIVED: Works under the general direction of a shift supervisor who monitors daily work activities in process and reviews daily work activities or as completed for conformance with division standards.
SUPERVISION EXERCISED: None.
SUPERVISION RECEIVED: Works under the general direction of a shift supervisor who monitors daily work activities in process and reviews daily work activities or as completed for conformance with division standards.
SUPERVISION EXERCISED: None.
Illustrative Examples of Work Performed:
- To operate a multi-functional, automated emergency communications console on an assigned shift within a 24-hour statewide public-safety communications system; responds to and coordinates citizens' requests for emergency services by determining service needs and transferring caller to appropriate dispatch agency, such as police, fire, or emergency medical services (EMS), for direct agency intervention.
- To operate 9-1-1 public safety answering point communications console which may include multi-line telephone routing technology, GIS mapping software, overhead imagery software, computer-aided dispatch software, texting software, emergency medical dispatch (EMD) software, intercity police and fire radio and voice-recording equipment and other related software as directed.
- To determine the caller's emergency need(s), validates address information for either voice or text-to-911 calls, and transfer calls to appropriate emergency service agency or agencies for direct agency intervention.
- To provide medical instruction and support over the telephone using knowledge gained as a certified provider of adult/child/infant CPR-first aid and emergency medical dispatch protocols.
- To provide specific pre-arrival medical instructions using state-of-the art call-taking software while callers await the arrival of first responders
- To record any database discrepancies for corrective action and maintains other appropriate logs.
- To receive 911 text calls in lieu of voice communications using the SMS (short message service) messaging system also known as texting or Text-to-911
- To filter out repeat calls for the same incident after third report is transferred.
- To divert non-emergency calls and discourage inappropriate calls.
- To operate instant retrieval tape recorder and computer screen to facilitate transfer process.
- To provide follow up on all "closed line" and uncommunicative calls.
- To speak with irate, upset, irrational persons to collect information.
- To remain on the line with caller to update dispatch agency of changing events.
- To recognize unique critical situations and alerts shift supervisor while continuing to deal with call.
- To initiate a "Ping" or "Exigent Request" via the supervisor relative to location information or subscriber name and address information in instances where the safety of the caller and/or general public is in jeopardy.
- To consult with shift supervisor on any difficult or unusual situations.
- To follow system procedures, and organizational directives.
- To record and report any 9-1-1 system or telephone network dysfunction for corrective action.
- To ensure and maintain the security of proprietary information and activity as required by law.
- To do related work as required.
Required Qualifications for Appointment:
KNOWLEDGE, SKILLS, AND CAPACITIES:
Education: Such as may have been gained through graduation from senior high school; and
Experience: Such as may have been gained through employment in a responsible high call volume public-safety environment or other call-heavy telecommunications environment involving intense customer contact in a service delivery agency; computer proficiency in current applications and platforms including, keyboard/typing skills, is required.
Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.
- The ability to speak clearly and succinctly during stressful situations and speak with upset persons in such a way as to determine nature of problem for appropriate call transfer and pre-arrival medical procedure;
- The ability to react quickly and concentrate in emergency situations;
- The ability to remain calm in stressful situations; the capacity to work with advanced telecommunications equipment;
- The ability to work with high volume of work over a long period of time;
- The capacity to speak clearly with good diction; The ability to report for duty in extreme weather and road conditions;
- The ability to remain on duty for extended periods when staffing or other emergencies exist;
- The ability to perform multiple physical functions often simultaneously (listen, speak, record, type and transfer calls);
- The ability to follow direction, protocols and procedures, and work harmoniously in a structured environment;
- The ability to multi-task and navigate between several different software programs;
- And related knowledge, skills, and capacities.
Education: Such as may have been gained through graduation from senior high school; and
Experience: Such as may have been gained through employment in a responsible high call volume public-safety environment or other call-heavy telecommunications environment involving intense customer contact in a service delivery agency; computer proficiency in current applications and platforms including, keyboard/typing skills, is required.
Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.
Prior to appointment must successfully complete the following:
- A comprehensive background investigation conducted by the Rhode Island State Police;
- A physical examination;
- A psychological evaluation.
Following appointment as a probationary 911 Telecommunicator must successfully complete the following:
- An approved first aid training program within six months, and thereafter must maintain current certification as a condition of employment;
- Emergency Medical Dispatcher (EMD) certification classes requiring 3.5 days of training, and thereafter 24 hours of on-line certification classes every 2 years as a condition of employment;
- ICS 100 and ICS 200 FEMA courses and certification no later than the end of the 130 working day probationary period.
Failure to pass any of these six mandatory requirements will result in the withdrawal of the conditional offer of employment.
ADDITIONAL REQUIREMENTS:
- Must attend mandatory candidate orientation meeting.
- Ability to work a non-traditional work week of four (4) days on, two (2) days off; and may be required to work involuntary overtime.
- RI E 9-1-1 Call Center employees are considered "essential personnel" and as such provide public-safety emergency communications services and are required to work during adverse weather conditions, which may require travel during adverse weather conditions.
- Ability to check departmental email while off duty.Benefits
For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.
Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.
Skills Required
- High school diploma or equivalent
- Experience in a high call-volume public-safety or call-heavy telecommunications environment
- Computer proficiency in current applications and platforms, including keyboard/typing skills
- Ability to speak clearly and succinctly under stress and with upset persons
- Ability to react quickly, concentrate, remain calm, and multitask (listen, speak, record, type, transfer calls)
- Capacity to work with advanced telecommunications equipment and navigate multiple software programs
- Ability to report for duty in extreme weather and remain on duty for extended periods when needed
- Successful completion of a comprehensive background investigation, physical exam, and psychological evaluation prior to appointment
- Obtain and maintain first aid/CPR certification within six months of appointment
- Complete Emergency Medical Dispatcher (EMD) certification and ongoing recertification training as a condition of employment
- Complete ICS 100 and ICS 200 FEMA courses and certification by end of probationary period
- Ability to work assigned shift schedule (four days on/two days off) and accept involuntary overtime; considered essential personnel
- Maintain security of proprietary information and report 911 system or network dysfunctions
- Attend mandatory candidate orientation and check departmental email while off duty
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The Company
What We Do
The State of Rhode Island is the official government entity responsible for the administration, governance, and delivery of public services to the citizens and residents of the state of Rhode Island.
