Primary Purpose

Under the direct supervision of the Communications Manager and Executive Director, to receive and process 9-1-1 emergency and non-emergency calls from the public using state-of-the-art communication equipment. Each call taker gathers, classifies and supplements essential information from the caller and enters it into the Computer Aided Dispatch (CAD) system.

Essential Functions

Promptly answers all incoming 9-1-1 and non-emergency calls, collects pertinent information from the caller, enters the required information into the Computer Aided Dispatch System.
Provides Emergency Medical, Fire & Police Dispatch services to callers with emergencies as needed.
Assists medical, police and firefighting personnel with routine inquiries such as identifying times calls for service were received, putting a unit on-duty or off-duty.
Operates a multi-line telephone console system, alerting system, and TDD system for the deaf and hearing-impaired.
Studies, and maintains, familiarity with major streets, roads, public buildings, industrial plants, and the general geographic location of cities and landmarks in Litchfield County Dispatch's service area.
Translates information to the appropriate emergency codes.
Ask vital questions to interpret, analyze and anticipate the caller's situation to resolve problems, provide information, dispatch emergency services, provide pre-arrival instructions or refer callers to other public emergency agencies.
Creates and maintains accurate and well-organized records for documentation and retrieval purposes.
Assists in training of new employees.
Maintains and projects a positive professional attitude with the public, dispatch center, fire, police, ambulance personnel and others contacted in the course of work.
Maintains confidentiality of all LCD information and safeguards all assets of LCD.
Follows all applicable safety rules, procedures and regulations governing the proper use of equipment used in the performance of duties.

Additional Duties

Performs other related duties as assigned by the Communications Manager and/or Executive Director.

Knowledge, Skills and Abilities

Knowledge of LCD policies, procedures and protocols.
Knowledge of applicable laws and regulations relating to the provision of emergency and non-emergency dispatch services.
Knowledge of data information systems and data analysis.
Effective verbal and written communication skills.
Effective computer skills as needed for work (e.g., Data Entry, Word processing, Email, Google Earth), including the ability to correctly type a minimum of 3750 KPH.
Ability to organize and coordinate work.
Ability to focus and maintain concentration for extended periods of time.
Ability to maintain composure and function under the stress of emergency situations.
Ability to read, write, speak, and understand English.
Ability to engage in self-evaluation with regard to performance and professional growth.
Ability to accept constructive feedback regarding work performance.
Ability to establish and maintain cooperative working relationships with others contacted in the course of work.

Physical and Mental Demands, Work Hazards

Works in standard office building environments.

Note: Also see the Summary of Physical, Sensory and Environmental Requirements Needed to Perform Essential Functions for this position.

Qualifications Profile

Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Qualifications include:

High School Diploma or completion of sufficient education to successfully perform the duties of the position.
Must obtain CT State Telecommunicator certification within 12 months of employment.
Must obtain the LCD approved EMD/EPD/EFD program certification within 3 months of employment.
COLLECT certification within 3 months of employment.
Motor Vehicle Operator's License or ability to provide own transportation.

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