Emergency Communicator II (911 Dispatcher)

This is skilled telecommunications work of more than average difficulty in the operations of equipment associated with a consolidated Public Safety Communications Center and enhanced 911 Public Safety Answering Point. Work involves operating equipment to receive and/or respond to emergency and non-emergency requests for assistance/information on a shift in a seven-day-per-week, 24-hour-per-day operation. The nature of this work requires the exercise of initiative, the use of independent and sound judgment in handling emergency situations, and the ability to function calmly under extreme stress in potentially life-threatening situations.

• Operates a multi-line telephone to answer incoming calls, interviews callers to determine the nature of the request, classifies the request, and determines the response needed.
• Contacts ambulance services, hospitals, wrecker services, and other agencies.
• Directs calls to proper departments and answers routine questions.
• Operates a complex Computer Aided Dispatch System, which functions for both Police and Fire Emergency Response, handling approximately 500 calls for service daily.
• Operates the Florida Crime Information Center (FCIC) computer terminal to access other agencies, obtain information, or input information about ongoing investigations.
• Operates a radio console to inform/dispatch the proper Police/Fire personnel and equipment to scenes of emergencies or crime.
• Utilizes the Computer Aided Dispatch System to notify the dispatch of service requests, to maintain control, and to record the activities of all dispatches or calls for service.
• Trains newly hired personnel assigned to them and submits weekly written evaluations.
• Operates an enhanced 911 Public Safety Answering Point position, maintaining all required logs, records, and forms, and assists in submitting all required reports according to federal and state law.
• Makes decisions based on knowledge of City, state, and federal law that could affect lives and property. 
• May be required to participate in and/or facilitate training to support departmental or City initiatives and requirements. 
• Required to work 12-hour shifts and mandatory overtime as required for staffing needs on midnight or day shifts, as determined by department needs.
• Required to work overtime or alternate hours as necessary for the efficient operation of the department. 
• Position is designated as Emergency and Essential.

• This role has emergency response responsibilities, though it may not be considered essential during an emergency event. This position is subject to recall around the clock for emergency response operations, which may require irregular work hours, work at locations other than normal work locations, and may include duties other than specified in the employee’s official job description. Assignments in support of emergency operations may be extensive in nature, with little advance notice, and may require employees to relocate to emergency sites with physically and operationally challenging conditions.
• May serve as the Emergency Communications Supervisor in his/her absence.

• High school diploma from an accredited school or its equivalent.

• Must possess and maintain a valid driver’s license.

• Must possess and maintain a valid telephone number.
• Must maintain State of Florida Public Safety Telecommunicator certification.
• May be required to pass an elevated background check provided by the City of Lakeland Police Department upon hire.

• Public safety organizations and operations.

• Operating characteristics, practices, and procedures of the equipment associated with a Public Safety Communications Center/Enhanced 911 Public Safety Answering Point.
• Human relations and established practices as applied to the workforce.
• General office equipment and telephone practices, procedures, and equipment.
• Names and locations of streets and principal buildings in the City, or the ability to rapidly acquire such knowledge in a reasonable period.

• Deal effectively and harmoniously with other employees, agencies, and the public.

• Interpret and apply written policies and oral directives.
• Keep records and perform routine clerical work.
• Learn, within a reasonable period, the applicable procedures, techniques, and regulations involved in the operations of a Police/Fire Communications Center.
• Operate a two-way radio system and communicate effectively with personnel in the field.
• Read, write legibly, and speak English fluently.

• Sedentary work that involves walking or standing some of the time, exerting up to 10 pounds of force regularly, and routine keyboard operations.
• Risks exposure to operating under adverse and emergency conditions.
• Normal visual acuity, field of vision, hearing, speaking, color perception, sense of taste, sense of smell, depth perception, and texture perception.

This job description outlines the general nature and level of work and is not intended to be an exhaustive list of duties or qualifications. Management reserves the right to modify or assign additional responsibilities as needed.

Required Documents
1.   DD214 Military Discharge (if applicable)

Applicants for the position of Emergency Communicator II are required to submit a copy of ALL required documents with the employment application. Applicants will not be eligible for employment until ALL required documents have been submitted to CIVIL SERVICE or uploaded with the application.
 
Elements of the Selection Process

Our system allows you to work on your application and save the application without submitting it. This allows applicants the opportunity to save your work and come back to finish the application without having to start over.   If you submit your application and do not "complete" it before 4:00 PM on the posted close date (listed on the job opportunities page), your application will be rejected from the system and you will have to start the application over.  The application WILL NOT be accepted or reviewed until it is "complete".

After submission of the completed application (including ALL required documents) the application will be accepted.  

Applicants passing the minimum qualifications will be evaluated to determine if you will continue in the process.  Applicants with the most desirable applications, will move the next phase of the process.

Applicants selected to move forward will complete a Biographical Interview, conducted by a member of the G.S. S. Staff.  The biographical interview will consist of a full comprehensive review of the application submitted to confirm accuracy of the information provided.   Applicants that are selected to continue in the process will be given information and instructions for the submission of a Personal History Questionnaire, which will be required to move forward in the process.  The G.S.S staff will also take your fingerprints to assist in the background phase of the hiring process.

If selected to move to the next phase, applicants will be invited to attend a panel interview conducted by a minimum of three department members from the Communications Center.

Those applicants who are selected for employment will be given a conditional offer of employment. The job offer is contingent upon successful completion and approval of a Truth Verification Examination (i.e. polygraph or computer voice stress analysis), psychological fitness examination, medical examination, drug screen testing, and completed background investigation.  A thorough background investigation will be completed on all candidates selected for employment.

The applicant will receive written notice either by mail or electronic mail at each phase of the selection process advising them that they were selected to move forward or that they were not selected.  It is the responsibility of the applicant to ensure that the e-mail address provided on the application is correct and to provide any updated information to Civil Service during the application process.

Once a decision has been reached to offer the applicant employment OR the applicant will not be offered employment, applicants will be notified in writing within 30 days. The intent of the Lakeland Police Department is that the selection process, from the date of the biographical interview until the applicant is advised of a decision regarding employment, will not extend beyond 180 days.

When an applicant is selected for employment and all elements of the selection process have been passed, the applicant will participate in an 80-hour orientation phase of training prior to entering the Communications Training program as a trainee.  Upon completing orientation, the trainee will start the four-phase Communications Training program that can last as long as seven to eight months.  The four phases of the training program include Call-Taker/Intake operations, Police Dispatch, Fire Dispatch, and Data/Teletype operations.

The trainee will be on probationary status for one year from their date of hire, pending successful completion of all training requirements and ongoing satisfactory job performance.
 
Background Investigation
A background investigation of each candidate for all positions is conducted prior to appointment to probationary status. The background investigation may include, but is not limited to:

 a. verification of qualifying credentials 
 b. a review of any criminal record 
 c. a review of applicants driving record 
 d. fingerprint check 
 e. warrants check 
 f. records check 
 g. verification of at least three personal references 
 h. a review of prior employment/military history 
 i. a review of applicant’s employment and academy files 
 j. review of social site/internet information

Be advised that sensitive or confidential aspects of the candidate's personal life may be explored.

Psychological Fitness Examination
An emotional stability and psychological fitness examination of candidate receiving a conditional offer of employment is conducted and assessed by a qualified professional prior to appointment to probationary status.

Truth Verification Examination
A computer voice stress analysis (CVSA) or polygraph examination of all candidates receiving a conditional offer of employment is conducted and assessed by a qualified professional prior to appointment to probationary status. Candidates are provided with a list of areas from which the truth verification examination questions will be drawn prior to the examination. The results of a truth verification examination shall not be used as a single determinant of employment status.

Medical Examination
A medical examination of all candidates receiving a conditional offer of employment is conducted and assessed by a qualified professional prior to appointment to probationary status. The medical examination certifies the general health of the candidate, to include acceptable levels of hearing and vision or accommodations to perform the duties of the position.

Drug Screen
A drug screen of all candidates receiving a conditional offer of employment is conducted and assessed by a qualified professional prior to appointment to probationary status. The drug screen tests for recent usage of controlled substances, either illegal or prescribed substances. Prohibited substances are defined by departmental directives and are available to candidates who have questions concerning prohibited drug usage.

Reapplication
Reapplication, retesting, and re-evaluation of applicants not hired is permitted after six months from the last failed exam date as long as nothing in the applicant's history indicated an unfitness for employment. Conditions that qualify as unfitness for employment include revelations of unacceptable drug use, criminal records, or other factors discovered during the selection process.

The City of Lakeland is an Equal Opportunity/Equal Access Employer and a Drug Free workplace.

Salary : $25 - $37