What are the responsibilities and job description for the Emergency Communications Specialist, Trainee position at Lee County Government?
Description
Are you someone who stays calm under pressure, thrives in fast-paced environments, and wants to make a direct impact on your community?
Lee County Public Safety is seeking motivated Emergency Communications Specialist, Trainees to join our Division of Emergency Communications. This role is ideal for individuals with experience in telecommunications, call center operations, or other high-stress customer service settings—and a passion for helping people during their most critical moments. Whether you're coming from customer service, healthcare, hospitality, public safety, technology, or another fast-paced environment, your skills may translate well to emergency communications. We provide comprehensive training and certifications to prepare you for a career in 9-1-1.
As an Emergency Communications Specialist, you’ll be the vital link between the public and first responders. You will answer 9-1-1 and non-emergency calls, gather critical information, provide life-saving instructions, and coordinate the dispatch of fire, EMS, and law enforcement units. This position demands strong communication skills, quick decision-making, and the ability to adapt rapidly to changing situations. All required training and certifications are fully funded by the department.
If you’re ready for a meaningful career where every shift makes a difference, we’d love to hear from you.
Duties and Responsibilities
What You’ll Do
Emergency Call Handling & Assistance
- Receive and process 9-1-1, emergency, and non-emergency calls.
- Gather and evaluate information quickly and accurately.
- Provide pre-arrival and post-dispatch instructions.
- Prioritize calls and enter events into the Computer Aided Dispatch (CAD) system.
Dispatch & Radio Operations
- Train to dispatch Fire, EMS, and Law Enforcement resources using advanced Computer Aided Dispatch (CAD) and public safety radio systems.
- Monitor responder status and maintain situational awareness.
- Analyze evolving situations and take action to support responder safety.
- Coordinate mutual aid and outside agency assistance when needed.
Operational Support & Teamwork
- Collaborate with fellow call takers and dispatchers in a fast-paced, team-focused environment.
- Maintain confidentiality of caller and operational information.
- Deliver excellent customer service to the public and public safety community.
- Support countywide coverage by reassigning units as needed.
Training & Certification
- Achieve and maintain all required certifications, including:
- Emergency Medical Dispatch
- Emergency Fire Dispatch
- Emergency Police Dispatch
- CPR certification
- CJIS certification Florida DOH 911 Public Safety Telecommunicator certification
- Complete a comprehensive training program that includes 9-1-1 call taking and Fire, EMS, and Law Enforcement radio dispatch. Follow department policies and procedures to ensure consistent, high-quality service.
- Specialized Training Opportunities
- Opportunities for FAA Part 107 Remote Pilot certification and participation in the Division's Drone as First Responder (DFR) program.
- Additional specialized training and assignments may be available as employees progress through their careers.
Education, Experience, Licensing
What We’re Looking For
(Any equivalent combination of education and experience)
(Any equivalent combination of education and experience)
- High school diploma or GED.
- Six months of experience in one of the following areas:
- Telecommunications
- Call center or contact center operations
- High-volume or high-stress customer service
- Alarm monitoring or security dispatch
- Transportation or utility dispatch
- Hospital switchboard operations
- Public service aide or 311 call screening
- Other comparable experience involving high-volume communication, customer service, multitasking, or problem-solving
- Preferred typing speed: 40 wpm.
Background/Certification Requirements
All candidates must successfully pass a Criminal Justice Information Services (CJIS) background check and complete all required certifications during the probationary period. Continued employment depends on maintaining CJIS clearance.
All candidates must successfully pass a Criminal Justice Information Services (CJIS) background check and complete all required certifications during the probationary period. Continued employment depends on maintaining CJIS clearance.
Required After Hire
- Successful completion of call-taking and radio training.
- Completion of all required certifications and licenses within prescribed timeframes.
Supplemental Information
Interview & Assessment Process
As part of the hiring process, candidates will complete a skills-based assessment during the interview. The assessment is designed to evaluate abilities such as multitasking, listening, information processing, decision-making, and attention to detail—skills that are essential to success in emergency communications. Prior emergency communications or dispatch experience is not required to complete the assessment.
Why Join Us?
Emergency Communications Specialists play a critical role in safeguarding the public. You’ll be part of a dedicated team that supports first responders and guides callers through some of their most challenging moments. With comprehensive training, peer support, specialized assignments, and a clear development pathway—including Qualified Dispatcher, Certified Training Officer, and Supervisor—you can build a long-term, meaningful career in public safety..
Emergency Communications Specialists play a critical role in safeguarding the public. You’ll be part of a dedicated team that supports first responders and guides callers through some of their most challenging moments. With comprehensive training, peer support, specialized assignments, and a clear development pathway—including Qualified Dispatcher, Certified Training Officer, and Supervisor—you can build a long-term, meaningful career in public safety..
Compensation & Benefits
- Earn more as you learn: Start at $20.00/hr with automatic pay increases as you successfully progress through designated training milestones. Tuition assistance, generous PTO, paid holidays, sick pool, and more.
- Employee assistance programs and peer support for stress management.
- Advanced communications technology and modern facilities.
Work Environment & Expectations
This role requires flexibility in a 24/7 emergency operations setting. Candidates must be willing to work 12-hour shifts, including days, nights, weekends, holidays, and overnights. Emergency Communications Specialists work in a technology-driven environment that requires simultaneous listening, speaking, typing, decision-making, and use of multiple computer systems. The position involves handling emergency and emotionally challenging situations while remaining calm, professional, and focused.
This role requires flexibility in a 24/7 emergency operations setting. Candidates must be willing to work 12-hour shifts, including days, nights, weekends, holidays, and overnights. Emergency Communications Specialists work in a technology-driven environment that requires simultaneous listening, speaking, typing, decision-making, and use of multiple computer systems. The position involves handling emergency and emotionally challenging situations while remaining calm, professional, and focused.
About the Department
The Lee County Division of Emergency Communications serves as the first point of contact during emergencies throughout the county. Our team ensures that fire, EMS, and law enforcement responders receive accurate, timely information so they can deliver effective assistance in the field. We utilize advanced systems, follow national best practices, and provide comprehensive training to ensure our specialists are confident and prepared.
The Lee County Division of Emergency Communications serves as the first point of contact during emergencies throughout the county. Our team ensures that fire, EMS, and law enforcement responders receive accurate, timely information so they can deliver effective assistance in the field. We utilize advanced systems, follow national best practices, and provide comprehensive training to ensure our specialists are confident and prepared.
About Lee County
Lee County is located in beautiful Southwest Florida and is home to over 800,000 residents. We are dedicated to serving our community with high-quality services and a focus on sustainability and innovation. Join us in making Lee County a great place to live, work, and visit. Find out more about Lee County at Lee County Government.
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: This job 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. The employee will be required to follow any other instructions and to perform any other job-related duties requested by his or her supervisor. The job description supersedes prior job descriptions. When duties and responsibilities change and develop the job description will be reviewed and subject to changes of business necessity. 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.
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