911 Telecommunicator (HELPS)

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. GENERAL INFORMATION: Applications: Applications may be obtained from room 103A City Hall, 30 Church St., Rochester, NY 14614-1280, or from our website www.cityofrochester.gov. A separate application must be completed for each separately numbered examination. Applications must be received by the close of business or postmarked by the Application Deadline date. Late applications will be rejected. Applications must be complete and accurate. Multiple Examinations Scheduled for the Same Day (Cross Filer): If you have applied to take a written examination announced by either one or several jurisdictions (county, town, city, or State) scheduled to be held on the same test date as this written test, you must notify each of the jurisdictions no later than two (2) weeks before the test date by filling out the Cross Filer Form and submitting it to each jurisdiction. The City of Rochester's Cross Filer form can be found at this link: Employment Forms | City of Rochester, New York . All examinations for positions in State government will be held at a State examination center. Alternate Testing Arrangements : If alternate examination date or special arrangements for testing are required, please contact the Civil Service at (585) 428-8900 or email HR@cityofrochester.gov. City of Rochester and Rochester Housing Authority employees are required to take the examination before returning to work, this includes teleworking. Change of Address: You are required to notify Civil Service of any address changes at HR@cityofrochester.gov. Failure to do so may result in your removal from an eligible list. Admission to the Exam: If you have not received an Admission Letter or a notice of rejection by the Wednesday before the exam date, contact Civil Service either at (585) 428-8900 or email HR@cityofrochester.gov. Residency Requirements: There is no residency requirement for participation in examinations. Preference in hiring may be given to City of Rochester residents on open-competitive lists pursuant to Section 23 of the Civil Service Law. Military Candidates: Any candidate on active military duty in the United States Army, Navy, Marine Corps, Air Force or Coast Guard may be eligible for alternative testing dates if necessary. This applies to the State Militia and National Guard if under Federal Control. If alternate testing is necessary, candidates are required to notify Rochester Civil Service in writing, as quickly as possible. Any such requests must be accompanied by a DD214 or other official military document that substantiates the applicant’s active military service at the time of the examination. Alternative testing accommodations will not be honored if requests are made more than 60 days after release from service. Veterans Credits: Effective 1/1/98, the State Constitution was amended to permit candidates currently in the armed forces to apply for and be conditionally granted veteran’s credit in examinations. Any candidate who applies for such credit must provide proof of military status to receive the conditional credit. No credit may be granted after the establishment of the list. It is the responsibility of the candidate to provide appropriate documentary proof indicating that the service was in time of war, as defined in Section 85 of Civil Service Law, and that the candidate received an honorable discharge or was released under honorable conditions in order to be certified at a score including veteran’s credits. To apply for your Veterans’ or Disabled Veterans’ Credits you must submit an application which can be found at City Hall, 30 Church St., Rm. 103A or on-line at Employment Forms | City of Rochester, New York . Your Veterans’ Credits application can be submitted with your exam application, but MUST be submitted <st