- Telecommunications Equipment Operator - CS-390-05
- Telecommunications Equipment Operator - CS-390-07
- Telecommunications Equipment Operator - CS-390-08
Telecommunications Equipment Operator - CS-0390-05
Pay Grade: CS-0390-05
Job Family: General Administrative, Clerical, and Office Services
Service Type: Clerical and Administrative
FLSA Status: Non-Exempt
Job Summary
Under direct supervision, verifies information and enter data into a telecommunications system. Assists with answering, screening, and processing emergency and non-emergency calls for police, fire, and emergency medical services from the general public and public safety agencies.
Major Duties and Responsibilities
Participates in answering emergency and non-emergency calls in order to obtain the importance of active listening and gathering accurate information from callers.
Participates in processing and routing calls using the Automatic Call Distributing console.
Assists with inputting and receiving confidential data from various law enforcement agencies. Participates with tracing incomplete call information and discerns the priority level of calls.
Attends, participates, and receives certification in training to answer calls for emergency and non-emergency services.
Core Competencies
Knowledge of principles and concepts of emergency and non-emergency calls.
Knowledge of Washington, DC, metropolitan area, and its jurisdictions.
Ability to clearly articulate information to callers/first responders.
Ability to speak clearly and concisely.
Licenses, Certifications, and Other Requirements
Basic First Aid, Cardiopulmonary Resuscitation (CPR), Criminal Justice Information Systems (CJIS), Washington Area Law Enforcement System (WALES), National Crime Information Center (NCIC)
Basic Qualifications
Degree Required: None
Work Experience: Specialized work experience directly related to the position
Telecommunications Equipment Operator - CS-0390-07
Pay Grade: CS-0390-07
Job Family: General Administrative, Clerical, and Office Services
Service Type: Clerical and Administrative
FLSA Status: Non-Exempt
Job Summary
Under general supervision, answers, screens, and processes, emergency and non-emergency calls for the police, fire, and emergency medical services from the general public and public safety agencies via telecommunications system.
Major Duties and Responsibilities
Operates an Automatic Call Distributing console to answer, screen, and process incoming emergency and non-emergency calls for service from the general public and other public safety agencies for the protection of life and property.
Establishes communication with callers during a life-threatening emergency and maintains control of the conversation by providing the caller with life-saving instruction until assistance arrives on the scene.
Establishes communication with hearing-impaired caller by activating the text telephone to determine if assistance is needed.
Provides information or directions to callers, police officers, fire and emergency medical services, adhering to Metropolitan Police Department (MPD) and Fire and Emergency Medical Department (FEMS) policies and procedures governing the dissemination of information.
Core Competencies
Knowledge of proper communications procedures, rules, and regulations. Knowledge of MPD, and FEMS policies and procedures pertaining to the proper dissemination of information and radio terminology.
Skill in understanding and remembering information presented through oral instructions, written directives, or by telephone and radio communications.
Ability to calm emotional, irrational or excited persons in order to extract pertinent information from them. Ability to remain patient and calm effectively under stress when dealing with calls who are highly agitated, angry, panicked, upset or otherwise not able to effectively communicate their needs.
Licenses, Certifications, and Other Requirements
Basic First Aid, Cardiopulmonary Resuscitation (CPR), Criminal Justice Information Systems (CJIS), Washington Area Law Enforcement System (WALES), National Crime Information Center (NCIC)
Basic Qualifications
Degree Required: None
Work Experience: Specialized work experience directly related to the position
Telecommunications Equipment Operator - CS-0390-08
Pay Grade: CS-0390-08
Job Family: General Administrative, Clerical, and Office Services
Service Type: Clerical and Administrative
FLSA Status: Non-Exempt
Job Summary
Under general supervision, assists in facilitating and coordinating sensitive and confidential exchange of vital information with various agencies, states, and federal municipalities. Answers, screens, and processes emergency and non-emergency calls via telecommunication systems.
Major Duties and Responsibilities
Assists in facilitating and coordinating sensitive and confidential exchange of information with Joint Operations Command Center, Strategic Operations Command Center and other Allied Public Safety units, State and Federal agencies and municipalities.
Determines the type of emergency and its location and decides the appropriate response on the basis of the agency’s procedures.
Establishes communication with hearing-impaired callers by activating the text telephone to determine if assistance is needed and callers during a life-threatening emergency to maintain control of the conversation by providing the call with life-saving instruction until assistance arrives on the scene.
Provides information or directions to callers, police officers, fire and emergency medical services, adhering to Metropolitan Police Department and Fire and Emergency Medical Service Department policies and procedures governing the dissemination of information.
Core Competencies
Knowledge of Allied Public Safety units, states, federal agencies, and municipalities policies and procedures in order to facilitate and coordinate sensitive and confidential exchange of vital information.
Ability to calm emotional, irrational or excited persons in order to extract pertinent information from them. Ability to remain patient and calm effectively under stress when dealing with calls who are highly agitated, angry, panicked, upset or otherwise not able to effectively communicate their needs due to age, injury, illness or other debilitating situations.
Ability to quickly assess the scope and magnitude of an emergency or non-emergency. Ability to act quickly and decisively in an emergency and exercise tact and sound judgment.
Licenses, Certifications, and Other Requirements
Basic First Aid, Cardiopulmonary Resuscitation (CPR), Criminal Justice Information Systems (CJIS), Washington Area Law Enforcement System (WALES), National Crime Information Center (NCIC)
Basic Qualifications
Degree Required: None.
Work Experience: Specialized work experience directly related to the position