This is a skilled and technical position responsible for answering all incoming emergency and non-emergency phone calls including the Marion County Enhanced 9-1-1 System. Provides support for dispatch peers and reports to the 911 Shift Supervisor.

Public Contact and Relations Represents approximately 90% of the work hours. Assists with answering all incoming phone lines to include emergency 9-1-1 lines and all non-emergency lines. Able to prioritize and handle large volume of incoming calls. Able to prioritize information and calls based upon the pertinent information obtained. Remains calm to assist callers during incidents of volatile situations. Knowledge of geographic boundaries is needed to assist and respond appropriately to citizen requests for information, directions and service. Able to read various maps associated with geographic boundaries. Provides police and emergency assistance to the deaf community and demonstrates the ability to properly operate the Telecommunications Device for the Deaf (TDD). Respects human diversity and responds professionally in all situations. Demonstrates active and accurate listening ability. Familiar with support agencies and able to refer citizens according to need. Ability to access numerous resources manuals and directories to provide thorough and complete service to peers and citizens.

Computer Operation Requires constant manual typing into a formatted screen. (Minimum speed = 25 wpm). Ability to operate standard computer keyboards and to maneuver various computer programs and the related software. Minor equipment troubleshooting and maintenance to include paper and ink cartridge changes. Able to complete and process work related forms in a timely manner. Ability to monitor and read five to seven monitors simultaneously.

Equipment Used Cassidian phone system, CIS CAD system, Enhanced 9-1-1 system, fax machine, photo copier, various printers, Fire alarm system, TDD system, multiple security cameras and related intercom and gate controls, shredder and miscellaneous general office small tools and equipment.

Attendance & Performance Required to report to work at the appointed hour, as scheduled, and to work the entire assigned shift until duly relieved.

Perform any other related duties as required or assigned.

EDUCATION AND EXPERIENCE

High school, plus specialized schooling and/or on the job education in a specific skill area; E.G. data processing, clerical/administrative, equipment operation, etc, plus 2 years related experience and/or training is preferred. Or equivalent combination of education and experience.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Must possess and maintain a valid Florida operators driver’s license with an acceptable driving record

Successful completion of telecommunications course is required (within 2 months of employment)

Successful completion of the ETC Basic Telecommunications Certification training within sixty (60) days after employment

Successful completion of the Call Taker Training Program (within 2 months of employment)

Successful completion of the FCIC/CJIS Training/Certification (within 2 months of employment)

Successful completion of CPR/EMD/EFD/EPD Certification (within 2 months of employment)

Successful completion of State of Florida PST Certification (within 1 year of employment)

Successful completion of TTY Certification (within 2 months of employment)

Successful completion of FEMA IS 100 Certification (within 2 months of employment)

Successful completion of FEMA IS 200 Certification (within 4 months of employment)

Successful completion of FEMA IS 300 Certification (within 4 months of employment)

Successful completion of FEMA IS 700 Certification (within 2 months of employment)

COMMUNICATION SKILLS

Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions with customers, clients, general public and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS

Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

SUPERVISION RECEIVED

Under general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.

PLANNING

Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation.

DECISION MAKING

Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance, either of which would affect the work operations of medium organizational component and the organization's clientele.

MENTAL DEMAND

Close mental demand. Operations requiring close and continuous attention for control of operations. Operations requiring intermittent direct thinking to determine or select the most applicable way of handling situations regarding the organization's administration and operations; also, to determine or select material and equipment where highly variable sequences are involved.

ANALYTICAL ABILITY / PROBLEM SOLVING

Moderately directed. Activities covered by wide-ranging policies and courses of action, and generally directed as to execution and review. High order of analytical, interpretative, and/or constructive thinking in varied situations.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Occasional use of highly complex machines and equipment; specialized or advanced software programs.

ACCURACY

Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time, thereby creating an inaccurate picture of an existing situation. Could cause further errors, losses, or embarrassment to the organization. The possibility for error is always present due to requirements of the job.

PUBLIC CONTACT

Extensive contacts with various diversified sectors of the public environment; wherein, the contacts are of extreme importance and failure to exercise proper judgment can lead to substantial losses to the organization.

EMPLOYEE CONTACT

Contacts with other departments or offices and also frequently with individuals in middle level positions; consulting on problems which necessitate judgment and tact in presentation to obtain cooperation or approval of action to be taken. Also, important contacts with associates as required in advanced supervisory jobs.

SOFTWARE SKILLS REQUIRED

Advanced: 10-Key, Alphanumeric Data Entry, Spreadsheet

Intermediate: Word Processing/Typing

ADDITIONAL SOFTWARE SKILLS

Working knowledge of Microsoft Products i.e. outlook, word, and excel.

OTHER SKILLS

Accurate type of 25 wpm or more

Experience in customer relations

Normal or corrected hearing

Split ear capabilities to monitor supplemental incoming information and requests by peers/dispatchers/supervisor

Able to deal courteously with the public

Ability to read maps

Working knowledge of physical and social characteristics of Ocala

Flexibility to move, bend, stoop, reach, lift and carry up to 30 pounds of supplies

Manual dexterity to operate quickly and efficiently computerized phone, CAD and miscellaneous systems