Operate telephone, radio, or other communication systems to receive and communicate requests for emergency assistance at 9-1-1 public safety answering points and emergency operations centers. Take information from the public and other sources regarding crimes, threats, disturbances, acts of terrorism, fires, medical emergencies, and other public safety matters. May coordinate and provide information to law enforcement and emergency response personnel. May access sensitive databases and other information sources as needed. May provide additional instructions to callers based on knowledge of and certification in law enforcement, fire, or emergency medical procedures.
Work Activities
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Question callers to determine their locations and the nature of their problems to determine type of response needed.
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Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
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Record details of calls, dispatches, and messages.
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Provide emergency medical instructions to callers.
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Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
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Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
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Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.
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Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
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Observe alarm registers and scan maps to determine whether a specific emergency is in the dispatch service area.
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Maintain access to, and security of, highly sensitive materials.
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Monitor various radio frequencies, such as those used by public works departments, school security, and civil defense, to stay apprised of developing situations.
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Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions.
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Operate and maintain mobile dispatch vehicles and equipment.
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Maintain files of information relating to emergency calls, such as personnel rosters and emergency call-out and pager files.
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Learn material and pass required tests for certification.
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Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies.
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Monitor alarm systems to detect emergencies, such as fires and illegal entry into establishments.
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Test and adjust communication and alarm systems, and report malfunctions to maintenance units.
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Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
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Speaking
Talking to others to convey information effectively.
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Social Perceptiveness
Being aware of others' reactions and understanding why they react as they do.
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Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
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Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
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Speech Recognition
The ability to identify and understand the speech of another person.
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Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
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Public Safety and Security
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
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Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
- Education High school diploma or equivalent
- Work Experience No work experience
- Training 1 to 12 months on-the-job training
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Conventional: People interested in this work like activities that include data, detail, and regular routines.They do well at jobs that need:
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Stress Tolerance
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Dependability
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Attention to Detail
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Self Control
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Integrity
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Concern for Others
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Two way radios
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Intercom systems
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Desktop computers
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Conversation recording units
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Automatic call distributor ACD
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Office suite software
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Mobile messaging service software
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Internet browser software
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Helpdesk or call center software
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Data base user interface and query software
