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911 Telecommunicator (HELPS)

City of Rochester | Rochester, NY

Posted Date 7/09/2025
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.
  • 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;
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.
Employment Type
Full Time

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