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911 Telecommunicator (HELPS)

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911 Telecommunicator (HELPS)

Salary

$49,331.00 - $62,589.00 Annually

Location

Rochester, NY

Job Type

Full-Time

Job Number

25ELCR2513

Department

Emergency Communications Department

Opening Date

07/10/2025

+ Description

+ Benefits

+ Questions

General Description

This is a communications position in the Emergency Communications Department with responsibility for answering emergency and non-emergency calls for police, fire, and emergency medical services and efficiently relaying the information to Dispatchers. This job involves an unusual working environment which includes: the stress of daily contact with life and death situations such as fires, murders, rapes, and assaults in progress; sitting for long periods including times with little call activity; having to remain calm and in control when speaking to people who are screaming, crying, or hysterical; being polite to people who are angry, abusive, or use foul language; strict adherence to rules and regulations; close supervision and constant evaluation of job performance. Employees are expected to work on a wheel schedule, involving various shifts which cover day and night hours and to work overtime as needed. Work is performed under direct supervision in accordance with a prescribed routine. Related work is done as required.

Typical Work Activities

+ Receives complaints and reports of incidents for fire, police, and emergency medical services by telephone wearing a headset;

+ Answers text to 911 calls;

+ Controls telephone conversations to obtain necessary information, following policies and procedures;

+ Records information from callers manually and delivers to dispatchers, when computer is not functioning;

+ Inputs information from callers or users agencies into computer, using typewriter style keyboard;

+ Determines appropriate call type and course of action, based on the nature of the complaint and its priority;

+ Follows appropriate EMD Protocol scripts to obtain and provide information;

+ Maintains contact with caller during life-threatening situations and provides instructions until units arrive;

+ Returns hang-up calls to determine if emergency services are required;

+ Answers TTY (for the deaf) to provide services;

+ Operates call check (tape recorder) to verify accuracy of information or information not understood,

+ Directs non-emergency calls to the appropriate agency;

+ Trains new Telecommunicators;

+ Initiates searches of computer files, using a keyboard;

+ Directs non-emergency calls to the appropriate agency;

+ Testifies in court as needed;

Minimum Qualifications

I. High school diploma or Equivalent;

OR

II. Completion of the Public Safety Communications course of study offered by the Rochester City School District.

SPECIAL REQUIREMENTS:

1. Must have satisfactory police record and background check including FBI fingerprinting.

2. Must undergo a medical examination that will test, but will not be limited to: vision, hearing, speech, physical ability to sit for long periods, and must pass a

psychological evaluation.

New hires and re-hires must pass a drug test.

For full-time employees:

The City of Rochester offers a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.

For less-than full-time employees:

The City of Rochester offers numerous growth opportunities to include the potential to transition into full-time, permanent employment.

01

Do you have a High School diploma or GED?

+ Yes

+ No

Required Question

Employer

City of Rochester (NY)

Address

30 Church Street Room 103A Rochester, New York, 14614

Phone

585-428-7115

Website

http://www.cityofrochester.gov

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