Agency Summary

The purpose and mission of the Metropolitan Emergency Services Agency is to provide operation and management of the Division of Emergency Communications - 911 center, Division of Emergency Management, and the Division of Public Safety Communications - technology infrastructure to the City of Indianapolis and Marion County. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Job Summary

This position serves as the primary radio communications operator for EMS, fire, and police first responders. Incumbent in this position is responsible for receiving and evaluating emergency and non-emergency calls for fire, medical, and police services agencies. Incumbent monitors assigned radio channels and coordinate all radio communications as necessary, including dispatching appropriate units and following established protocols. The incumbent may be required to initiate necessary call handling procedures, such as EMD instructions, and provide appropriate pre-arrival and medical instructions on medical calls. 911 Control Operators are responsible for answering emergency and non-emergency radio traffic and function as a critical part of every incident by facilitating requests and ensuring procedures and protocols are followed. The incumbent in this position follows established policies, procedures, rules, and regulations in handling emergency calls and incidents. Incumbent must rely on training and experience when an incident falls outside of established standards of operations. Position reports to the Shift Supervisor. 

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Key Responsibilities

• Processes emergency and non-emergency requests received via telephone, radio, or in person
• Remains apprised of all fire, EMS, and police officials within the authority of the 911 Center for the county
• Enters information into CAD, VESTA, Map, EMSystem, Location, or other systems accurately 
• Acquires and maintains certifications as required by the division
• Operates CAD, Motorola MC7500, Locution, EMSystem, VESTA Telephone, VESTA Mapping, recording, and monitoring devices
• Operates specialized platforms and technology systems for informational checks and requests to include CJIS associate systems, wrecker ordering systems, and report database systems to include records management system access

• Must maintain confidentiality at all times
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time

Minimum Job Requirements and Qualifications

High School Diploma or equivalent and must be certified and trained as a Telecommunicator. Must have excellent hearing and eyesight. Must be able to manually enter information into various systems by keyboard typing and be capable of physically sitting for long periods at an assigned workstation. Must be able to pass a full-scope background investigation, including psychological and physical examinations. Cannot be convicted of a felony and most misdemeanor crimes which involved moral turpitude. Must be eligible to attain IDACS certification and maintain certification. Must be able to ensure the effective treatment of customers, whether face-to-face or telephonically, in a professional and courteous manner. Control Operators must be able to acquire and maintain EMD certification, APCO PST1or department equivalent, and CPR certification within one (1) year of hire date. Must pass critical assessment test and certification courses successfully to complete the MESA Communications training program. Must be able to read a map and provide directions, monitor road and weather conditions, and make necessary adjustments. Must be able to communicate effectively as diligence is required for every transmission, every day. Must be able to work under extremely stressful conditions. The dispatch center is open 24 hours, seven days a week, including holidays. This position's shift (i.e., early, middle, or late) will be assigned based on the agency's current needs.