Telecommunicator (HELPS)

This is a communications position in the Emergency Communications Department with responsibility for answering emergency and non-emergency calls for police, fire, and emergency medical services and efficiently relaying the information to Dispatchers.

This job involves an unusual working environment which includes: the stress of daily contact with life and death situations such as fires, murders, rapes, and assaults in progress; sitting for long periods including times with little call activity; having to remain calm and in control when speaking to people who are screaming, crying, or hysterical; being polite to people who are angry, abusive, or use foul language; strict adherence to rules and regulations; close supervision and constant evaluation of job performance.

Employees are expected to work on a wheel schedule, involving various shifts which cover day and night hours and to work overtime as needed.

Work is performed under direct supervision in accordance with a prescribed routine.

Related work is done as required.

* Receives complaints and reports of incidents for fire, police, and emergency medical services by telephone wearing a headset; * Answers text to 911 calls; * Controls telephone conversations to obtain necessary information, following policies and procedures; * Records information from callers manually and delivers to dispatchers, when computer is not functioning; * Inputs information from callers or users agencies into computer, using typewriter style keyboard; * Determines appropriate call type and course of action, based on the nature of the complaint and its priority; * Follows appropriate EMD Protocol scripts to obtain and provide information; * Maintains contact with caller during life-threatening situations and provides instructions until units arrive; * Returns hang-up calls to determine if emergency services are required; * Answers TTY (for the deaf) to provide services; * Operates call check (tape recorder) to verify accuracy of information or information not understood, * Directs non-emergency calls to the appropriate agency; * Trains new Telecommunicators; * Initiates searches of computer files, using a keyboard; * Directs non-emergency calls to the appropriate agency; * Testifies in court as needed; I.

High school diploma or Equivalent; OR II.

Completion of the Public Safety Communications course of study offered by the Rochester City School District.

SPECIAL REQUIREMENTS: 1.

Must have satisfactory police record and background check including FBI fingerprinting.

2.

Must undergo a medical examination that will test, but will not be limited to: vision, hearing, speech, physical ability to sit for long periods, and must pass a psychological evaluation.

New hires and re-hires must pass a drug test.