Examples of Work Performed: |
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Work Environment: Incumbents function in a stressful environment and work eight and twelve hour shifts during nights, weekends and holidays. Decisions must be made quickly with little margin of error and consequences are usually seen immediately. Work involves operation of multiple computer terminals, requiring doing several things at once, without getting confused or forgetting an important piece of information. Constant attention to the workstation and its communications equipment limits mobility, except for work breaks. Telecommunicators must conduct themselves with a high degree of professionalism despite frequent contact with individuals who are distraught, angry and sometimes disrespectful. The content and nature of many calls is traumatic and disturbing. Work is carried out in a secured 9-1-1 emergency call center in a controlled, closely supervised, and highly structured work environment. |
Internal/External Relationships & Impact on Services/Operations: |
Internal/External Relationships: Daily contact with the public to respond to questions and requests for assistance; with field personnel to provide information; with other public safety agencies to exchange information and requests. Impact on Services/Operations: Duties impact on the Communication Center's ability to deal with both emergency and non-emergency situations in a timely and effective manner: Proper performance of duties results in the dispatch of the appropriate response unit for each situation; increased safety and efficiency of paramedics and other emergency responders due to being provided timely and accurate information; and the accurate maintenance of records and files. Improper performance of duties can result in a negative public image for the agency due to inefficiency in handling calls or poor public relations skills; decreased safety to emergency responders and the public due to the provision of inaccurate information, delays in response or in appropriate dispatch of response units. Consequences of errors range from a simple delay in service to loss of life. |
Knowledge, Skills and Abilities Required: |
Required at Entry:
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