Public Safety Call-Taker

Description

Position Title: Public Safety Telecommunicator I Call-Taker (PST I)

Classification: Non-exempt / Classified

Division: Operations

Reports to: Shift Supervisor

Date Job review and updated: May 2022

Public Safety Telecommunicator I

Public Safety Call-Taker

Regional Emergency Dispatch Authority

Role:

Public Safety Call Takers are responsible for the intake and processing of incoming emergency and non-emergency telephone calls, follow up of active calls for service, entry and modification of warrants, temporary restraining orders, criminal trespass warnings and other duties as assigned.

Scope of Responsibilities:

REDA Public Safety Call Takers will work an assigned shift at an assigned position and be responsible for receiving and processing calls for service, via the telephone and other sources, as necessary.  Enters call for service information into a Computer Aided Dispatch system (CAD).  Implements established protocol in processing every call for service, including classification and prioritization of incoming calls.  Performs scene safety management and delivery of pre-arrival instructions as appropriate.  Adjusts to new information as it is received to act accordingly and within policy and protocol.  Takes responsibility for ensuring continued competence on all REDA policies, protocols, equipment, and systems.  Conducts computer checks through local, state and national law enforcement files. Maintains warrants, files and logs.  Other related duties as required.

Supervision Received:

• Immediate responsibility to the Supervisor in Charge of dispatch operations whenever working in the dispatch area.
• Reports to an assigned Shift Supervisor, the Training Coordinator, and the Director.

Required Certifications:

• Public Safety Telecommunicator I (PST I)
• Fire Service Communications (FSC)
• Cardiopulmonary Resuscitation (CPR)
• Automated External Defibrillator (AED)
• Incident Command Systems Courses, 100, 200, 700 & 800

• Dealing with the mentally ill (HB 93) 
• Emergency Medical Dispatch (EMD)
• National Crime Information Computer Operator (NCIC)
• New Mexico Public Safety Telecommunicator Certification (NMPST)

Required Characteristics:

• High School Diploma or G.E.D.
• Must be 18 years of age at the time of hire
• Valid Driver’s License or State ID

• Ability to pass established pre-employment skills testing
• Must pass all background checks and pre-employment job-fit personality testing.
• Must pass required hearing exam and drug screening.
• Excellent verbal and interpersonal communication skills.
• Ability to remain calm under pressure.
• Excellent customer service skills.
• Able to work both independently and as part of a team.
• Professional telephone demeanor.
• Excellent problem-solving skills.
• Thorough and detail oriented.
• Able to act and react quickly in response to received information.

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