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911 Public Safety Telecommunicator Trainee

911 Public Safety Telecommunicator Trainee

The 911 Public Safety Telecommunicator Trainee is a training level position intended for individuals with little or no comparable public safety dispatching experience.

Columbia County

Board of County Commissioners

135 NE Hernando Avenue, Suite 203

Lake City, FL 32055

Employment Opportunity


The 911 Public Safety Telecommunicator Trainee is a training level position intended for

individuals with little or no comparable public safety dispatching experience. A 911 Public Safety

Telecommunicator Trainee who successfully passes the training program and orientation period will advance to

911 Public Safety Telecommunicator, which is the initial full-working level. Trainee must successfully obtain a

State of Florida DOH 911 Public Safety Telecommunicator Certificate, FCIC/NCIC Full Access Certification, 40-

Hour Basic Telecommunicator Course Certification, Emergency Medical Dispatch Certification, Emergency Fire

Dispatch Certification, and CPR Certification.

Under close direct supervision, the 911 Public Safety Telecommunicator Trainee will receive extensive training,

on-the-job instruction, and hands-on training in public safety call taking for law enforcement, fire services,

emergency medical, and other services. Throughout training, trainees are expected to show progressive growth

and ability to apply complex rules, procedures, and policies to all work situations. At the end of training and

orientation, trainees must demonstrate and maintain working competence in the full range of law enforcement,

fire, and medical call taking functions.

*Applicants with substantially comparable public safety telecommunications experience with a State of Florida

DOH 911 Public Safety Telecommunicator Certificate, CPR Certification, and having at least one of the following:

EMD Certification, EFD Certification, or NCIC/FCIC Full Access Certification; may be hired as a PST. Applicants

must demonstrate proficiency, as detailed below, by the end of the initial orientation period and must have

completed a minimum of 6-months of recent PST communications and dispatch experience.


All candidates must meet the following requirements:

 At least 18 years of age at the time of hire

 Able to legally work in the United States

 Possess a High School diploma or GED Certificate of Completion

 At least one-year of continuous work experience

 Ability to successfully complete all recruitment and selection components including, but not limited to,

criminal history background to satisfy Florida Department of Law Enforcement standards for NCIC/FCIC

operators, and all pre-employment screenings.

 Ability to successfully complete pre-employment testing (scheduled via 911 Telecommunications after

application is received.




Each applicant is required to submit a completed County Application for Employment. Successful applicant must

be able to pass a pre-employment physical and drug screening and additional pre-employment testing as

required. Applications should be submitted to:




(386)719-2025; TDD (386)758-2139




Trainees must either possess or gain the following during the course of the 911 Public Safety

Telecommunicator Trainee program and through the orientation period:

Knowledge of:

 Current techniques, policies, and procedures of public safety call taking.

 Columbia County geography, including all cities and townships, major highways, streets and key

buildings and landmarks

Ability to:

 Successfully obtain State of Florida DOH 911 Public Safety Telecommunicator Certificate,

FCIC/NCIC Full Access Certification, Emergency Medical Dispatch Certification, Emergency

Fire Dispatch Certification

 Complete a CPR course

 Perform extensive data entry and data retrieval from visual and /or audio sources

 Understand and execute complex oral and written instructions

 Demonstrate appropriate interpersonal communications skills for public safety communications

 React quickly and correctly to emergency calls and situations

 Learn and correctly apply detailed procedures and policies both in structured situations, such as

emergency medical dispatch (EMD), and in non-routine situations that require independent

judgment, critical thinking, and application of complex and varied procedures and policies, such

as law enforcement dispatching

 Learn, retain, and use knowledge of Columbia County geography in the course of work

 Operate computerized equipment including computer aided dispatch (CAD), enhanced 911

(ANI/ALI), and automatic vehicle location (AVL) programs

 Receive and accept regular feedback and constructive criticism without being defensive

 Dispatch public safety personnel and equipment safely, quickly and efficiently

 Relay messages exactly as received

 React quickly and calmly in emergency situations and adopt effective courses of action

 Perform call taking and dispatching work by phone, radio, and using other standard

communications center equipment

 Assess emotional state of callers; respond correctly to emergency and routine situations

 Prioritize calls based on urgency

 Apply appropriate initiative, discretion, and judgment in the work

 Apply available guidelines, policies, or procedures in diverse situations

 Develop and maintain effective working relationships with the public, coworkers, supervisors

and managers, user agency stakeholders, and officials from other jurisdictions, department or


 Perform work under stressful or emotional conditions

 Work any assigned shift, including day, swing, or graveyard and work all days of the week

including weekends and holidays

 Work under pressure in a loud, multitasking environment

 Work mandatory overtime as needed and assigned

 Have reliable and predictable attendance

 Trainees and Telecommunicators must have ability to perform the essential functions of this

position with or without reasonable accommodation




Trainees must successfully complete each progressive 911 Public Safety Telecommunicator training phase

and successfully apply knowledge, skills, and abilities to the work as follows:

 Receive and transmit telephone and radio emergency calls, as well as non-emergency calls and

complaints or inquiries from the public

 Assess and appropriately respond to a caller’s emotional state

 Evaluate and prioritize calls based on urgency

 Respond to requests from emergency response personnel

 Operate multi-line phone and teletype systems, computers, data communications terminals, and other

complex communications equipment to quickly and correctly access information and respond to

requests from law enforcement, fire and EMS

 Record the nature and source of incoming and outgoing telephone messages

 Study and maintain familiarity with major roads, streets, industrial plants, and buildings

 Perform other related tasks and duties as required for this skill level and as assigned by Supervisor.


Performs other tasks as assigned.


Work is performed in an indoor, open-space environment, and stationary setting. Trainees work with and are

surrounded by computerized control panels that require detailed dexterity. The majority of time is spent in a

seated position; however, Telecommunicator has freedom to stand and move in a limited area. Trainees are

expected to manage over-the-phone interactions and confrontations with angry, hostile, depressed, and/or

otherwise emotionally distraught members of the public. As a result, work requires quick, independent action,

and alertness in emergency and possible life threatening situations. Work entails extensive keyboarding and

manual dexterity and also entails regular reaching, stretching, and lifting of standard dispatch supplies and

materials, such as maps, binders, and flip cards.


Hearing and Speaking:

 Hear, understand, and respond to verbal information in person, by phone, and by radio,

including difficult to understand callers

 Be fluent in and understand written and verbal instructions in English

 Additional language aptitude is desirable

 Hear, understand, and respond using radio transmitters and receivers, radio consoles,

telephone / radio headsets, multi-line telephone systems, and complex communications


Seeing and Reading:

 See, read, and understand written information and instructions in all forms, including

handwritten, hard copy, or electronic communications formats

 See and use all related communications equipment including radio transmitters and receivers,

radio consoles, telephone/radio

head-sets, multi-line telephone systems, lease line teletypes, computer consoles, and data

communications terminals

 See color differentiation as necessary to distinguish color variations on maps, computer

screens, and radio consoles

Mental acuity and alertness:

 Understand, respond to, and apply complex concepts, information, and instructions including

policies, procedures, laws, and regulations

 Engage in frequent interpersonal interactions that are stressful or sensitive in nature

 Handle difficult interpersonal interactions and complaints with tact and diplomacy

 Manage and accomplish multiple priorities and diverse responsibilities with a high level of


 Think and apply judgment, discretion, and initiative in accomplishing work

 Work effectively despite sleep pattern disruptions as a result of rotational and/or irregular shift

work and overtime

 Stamina, ability to regularly and reliably work long shifts. (12 hour shift as required by staffing

levels; extended shifts are also necessary on occasion).

Manual dexterity and typing:

 Extensive use of computers, keyboards, office equipment, and similar specialized technical and

electronic equipment commonly found in communications centers

 Perform multiple tasks requiring manual dexterity at the same time

 Write legibly

Physical dexterity:

 Sit for extended periods of time; stand or walk as necessary

 Sit for extended periods of time particularly during high stress situations

 Stretch, reach, or lift objects or materials that may be up to 10 pounds in weight


Attention: All applicants

Personnel Background Screening

Agencies are required to conduct appropriate state and national background checks, including completing applicant

fingerprint cards, on all employees who have direct access to FCIC/NCIC, all appropriate Information Technology (IT)

personnel, and personnel with unescorted access to devices that can connect to CJIS systems (e.g. vendors). Good

management practices dictate record checks should be completed prior to the user being hired. If the background check

was not completed by the employee hiring date, one must be completed within 30 days of being assigned to duties where

access to any CJIS system is granted.

If an applicant appears to be a fugitive, has pending criminal charges, has an arrest history for a felony or serious

misdemeanor, has a conviction or adjudication withheld for a felony or serious misdemeanor or is under the supervision of

the court, the agency must deny the applicant access to FCIC/NCIC pending a review by the Agency Head and the CSO of


Correspondence regarding this issue should be directed to the FDLE CJIS Systems Officer via email to:

If FDLE determines that CJIS access by the applicant would not be in the best interest of the agency, such access will be

denied and the applicant’s agency will be notified in writing.

Electronic Submission of Fingerprint Cards

Florida Statute 943 requires that all state certified swore law enforcement, corrections or correctional probation officers must

submit fingerprints electronically to FDLE via an Applicant Livescan device. Non-sworn law enforcement or corrections

personnel are not required to submit fingerprints electronically, but agency heads may choose this option rather than using

inked fingerprint cards. FDLE will retain the fingerprints and if the applicant is arrested in

Florida, the employing agency will be notified of the arrest.

User Certification

To access FCIC/NCIC users must be 18 years old and maintain an active CJIS certification. The user must take the CJIS

Certification class within six months of employment or assignment that requires access to FCIC/NCIC. During the initial sixmonth

period, the user may access the system utilizing a temporary access status and must be under the supervision of

another certified user.

Within one year of employment, successfully complete Florida Department of Health Basic Telecommunicators Course;

EMD; EFD; Valid CPR card; IS100; IS200; IS 700 (NIMS); IS800.

2010 CJIS Certification Manual 6

Additional Info

Job Type : Full-Time

Education Level : High School

Experience Level : Entry Level

Job Function : General

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