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Public Safety Telecommunicator

Class Title: Public Safety Telecommunicator

Salary: $29.09 - $43.62 Hourly

Job Summary

The Public Safety Telecommunicator is responsible for receiving and prioritizing all emergency and non-emergency requests for service and for dispatching appropriate service providers in a manner consistent with the mission and goals of Scott County and the Scott County Sheriff's Office. This is a position of critical importance for community and public safety, operating 24/7 including night, weekend, and holiday shifts. All activities involve the use of computer technology, which requires a high level of accuracy, concentration, attention to detail, and multi-tasking. Work involves the exercise of independent judgment in receiving and transmitting law enforcement, fire, emergency medical, and other emergency services information by emergency radio, telephone, and computer and determining what actions are necessary based on the call. This is not an entry level law enforcement officer position.

Job Description

Essential Duties:

  • Receives and processes all incoming 911 and non-emergency telephone calls for Scott County.  

  • Dispatches emergency and non-emergency calls for multiple police departments, fire departments, ambulance services, and other emergency and non-emergency service providers in Scott County.  

  • Uses a computer aided dispatch (CAD) system to create and maintain electronic records and logs of activity.  

  • Uses various computer systems to monitor calls, access information and enter information as required.  

  • Performs work with a high level of accuracy, concentration, attention to detail, and multi-tasking.  

  • Receives, transmits, and monitors multiple radio channels on an 800 MHz region-wide radio system.  

  • Maintains knowledge and skills for use of continually evolving equipment, including but not limited to computers, printers, 911 equipment, recording devices, telephones, radios, and other equipment as assigned by supervisors. 

  • Requests, receives, and disseminates large amounts of public, private, and confidential data linked to state, federal, and local law enforcement systems through computerized terminals linked to state, federal, interstate, and local law enforcement systems, including driver and motor vehicle checks, stolen property checks, missing persons, criminal histories, and other restricted data files.  

  • Works the hours and/or shifts assigned and begins and ends work on time. Work is subject to a variety of shifts and schedules covering 365 day-a-year, 24 hours-a-day operation, including overtime.  

  • Performs other related duties as required or assigned.

Minimum Qualifications

  • Requires equivalency of high school graduation and two years of 911 Public Safety Dispatch experience OR two years of work experience in emergency response, crises hotline, or multi-task oriented retail or restaurant service. 

  • A reliable form of transportation for the performance of work responsibilities is required.

  • One must type at least 40 wpm and remain calm in an atmosphere of changing priorities and periods of high stress. 

Preferred Qualifications:

Emergency dispatching experience within the last 7 years is highly desired. 

Supervisory Controls


The employee is under the general direction and supervision of the Emergency dispatching experience within the last 7 years is highly desired. Public Safety Communications Supervisor, PSAP Manager, and Emergency Management & Communications Director, but very often due to the nature of shift work, must rely on own judgment in situations. The employee works independently within the established departmental polices and guidelines; a great deal of independent judgment is needed for interpretation of these guidelines in highly stressful incidents. The work product and results are reviewed on an ongoing basis through observations, Quality Assurance reviews, and audio recordings.
Core Competencies and Abilities
Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Knowledge of policies, practices, and services of the division.
 
Knowledge of the geographical layout, emergency services areas, and road systems of the County.
 
Knowledge of data privacy laws.
 
Knowledge and understanding of CAD software
 
Knowledge of rules and technology as they pertain to Public Safety emergency dispatching and 800 MHz technology.
 
Knowledge of Criminal Justice Information System; must possess and maintain State of Minnesota Certification.
 
Ability – Ability to communicate life-saving techniques and directions to the public.

Ability to operate multiple telephone, radio, and computer terminals and to remain calm and decisive when dealing with calls for emergency assistance.

Ability to solicit information and tactfully and efficiently deal with a variety of people, including those who are frightened, incoherent, hostile, verbally abusive, and/or under great stress. 
 
Ability to adapt to different situations and conditions, quickly assuming control of situations at hand; ability to anticipate needs and evaluate alternatives; ability to track and coordinate several complex situations simultaneously.
 
Ability to effectively respond both physically and mentally at levels inherent in performing the position's essential duties; ability to differentiate and distinguish color when using mapping and radio applications.
 
Ability to make immediate, appropriate, independent decisions responding rapidly and effectively in emergency situations.
 
Ability to maintain task focus, emotional composure, and professionalism during periods of high stress, anxiety, or multi-task activity.
 
Ability to understand and correctly comprehend information taken by telephone, radio, or in person; ability to type 40 wpm to electronically document said information in real time.
 
Ability to work a variety of shift assignments including holidays, weekends, and overtime (911 Dispatchers may work an 8-hour, 10-hour, or 12-hour shift depending on assignment.)
 
Ability to remain clam, think clearly, quickly assess and evaluate situations, organize thoughts, and respond quickly in emergency and stressful situations, effectively coordinating emergency dispatch of public safety equipment and personnel.
 
Ability to develop and maintain cooperative working relationships with coworkers and customers.
Work Environment and Physical Demands
Typical characteristics of the regular, ongoing work environment of this position requires 40 hours of inside work sitting or standing at a radio terminal within the 911 Dispatch Center. The position includes shift work in a 24/7 operation.
 
Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.
 
Emergency call center environment includes periods of high stress and multi-tasking during emergency situations. Requires the ability to concentrate and stay task focused amid high call volume and competing demands. Requires the ability to differentiate and distinguish color when using mapping and radio applications. Work may involve exposure to descriptions of trauma and violence.

Selection Process:

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Candidates meeting minimum qualifications will complete two online assessments measuring typing speed and position specific skills.  Candidates passing on all two assessments will qualify for an interview. Final selection will include an oral interview, background investigation, physical & hearing exam, psychological evaluation, drug testing, and approval by the County Board.