STATE OF NEW HAMPSHIRE
HUMAN RESOURCES
CLASSIFICATION: TELECOMMUNICATIONS SPECIALIST
Class Code: 9325-16
Date Established: 02-01-95
Occupational Code: 9-5-2
Date of Last Revision: 12-14-06
BASIC PURPOSE: To operate a state-wide emergency
telecommunications computerized control console system on an assigned shift to
receive requests for police, fire or emergency medical assistance in order to
forward requests for emergency services and provide life support instructions
pending arrival of qualified medical personnel.
CHARACTERISTIC DUTIES AND RESPONSIBILITIES:
·
Operates a
computerized telephone console system to answer calls from citizens requesting
emergency assistance.
·
Determines whether
the caller’s request is an emergency and transfers calls to appropriate
emergency service provider..
·
Provides pre-arrival
life support instructions.
·
Operates instant
recall recorder, TTY equipment and other telecommunications equipment to
facilitate transfer process.
·
Monitors calls for
addressing accuracy and initiates reports of incorrect information to assure
database update.
·
Collects necessary
information from callers in order to make decisions appropriate to emergency
situation.
·
Recognizes critical
situations and alerts supervisor, consults with supervisor regarding difficult
or unusual situations.
·
Assists in training
new employees in the use of computerized telecommunications equipment, record
keeping and database updates.
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DISTINGUISHING FACTORS:
Skill: Requires skill in recommending routine
changes in standardized operating procedures OR in retrieving, compiling, and
reporting data according to established procedures OR in operating complex
machines.
Knowledge: Requires knowledge of business
practices and procedures or technical training in a craft or trade, including
working from detailed instructions, to apply knowledge in a variety of
practical situations.
Impact: Requires responsibility for
contributing to immediate, ongoing agency objectives by facilitating the direct
provision of services to the public or other state agencies. Errors at this level result in
inaccurate reports or invalid test results and require a significant investment
of time and resources to detect.
Supervision: Requires partial supervision of other
employees doing work which is related or similar to the supervisor, including
assigning job duties, providing training, giving instructions and checking
work.
Working Conditions: Requires performing regular job
functions in a controlled environment with minimal exposure to disagreeable job
elements and little risk of hazard to physical or mental health.
Physical Demands: Requires light work, including
continuous walking or operating simple equipment for extended periods of time
as well as occasional strenuous activities such as reaching or bending.
Communication: Requires summarizing data, preparing
reports, and making recommendations based on findings which contribute to
solving problems and achieving work objectives. This level also requires presenting information for use by
administrative-level managers in making decisions.
Complexity: Requires a combination of job functions
to establish facts, to draw daily operational conclusions, or to solve
practical problems. This level
also requires providing a variety of alternative solutions where only limited standardization
exists.
Independent Action: Requires objective assessment in
analyzing and developing new work methods and procedures subject to periodic
review and in making decisions according to established technical, professional
or administrative standards.
MINIMUM QUALIFICATIONS:
Education: Associate’s degree from a recognized
college or technical institute.
Each additional year of approved formal education may be substituted for
one year of required work experience.
Experience: Two years’ experience in a
service-oriented position such as paramedic, firefighter, emergency medical
technician, dispatcher, law enforcement, public safety, food service, teacher,
outside customer service, or a related field, involving a high volume of
interactive public contact, requiring the need for quick response and accuracy,
as well as multitasking ability, while working in a stressful environment.
License/Certification: Must be able to obtain certification as
an Emergency Medical Dispatch and certified TTY/TDD operator within ninety (90)
days of hire.
SPECIAL REQUIREMENTS: For
appointment consideration, Telecommunications Specialist applicants must
successfully participate in a multiple choice written examination measuring
possession of knowledge, skills and abilities identified as necessary for
satisfactory job performance by this class specification. The Bureau of Emergency Communications
will be responsible for determining if prospective appointees possess normal
hearing, present an acceptable job compatibility profile, qualify in a
controlled substance screening test, and exhibit potential for job success as
determined by an interview panel.
RECOMMENDED WORK TRAITS: Knowledge of the practices and
procedures of telecommunication call handling. Knowledge of area agencies and supportive services that handle
emergency or crisis situations.
Knowledge of the functions of fire, police, and emergency medical
services, and the principles of enhanced 9-1-1 systems. Knowledge of the procedures and
practices of information input and retrieval in a computerized communications
system. Skill in the operation of
computerized telecommunications equipment. Skill in coding information for computer input or storage of
information. Ability to follow
technical manuals and guidelines to operate computerized telecommunications
equipment. Ability to recognize
unusual conditions and react quickly and calmly in emergency situations. Ability to communicate clearly and
concisely while remaining calm in life-threatening situations. Ability to maintain accurate database
information. Ability to recall
names, street addresses, medical protocols, and TTY/TDD syntax, etiquette and
protocols. Ability to read and
understand procedural manuals, computer screens and written and typed
messages. Ability to hear and
understand messages under conditions of background noise and distraction. Ability to perform mentally fatiguing
and stressful tasks. Ability to
establish and maintain effective working relationships with associates,
supervisors, police, fire, medical emergency, poison control, suicide
prevention, and the general public.
Must be willing to maintain appearance appropriate to assigned duties
and responsibilities as determined by the agency appointing authority.
DISCLAIMER STATEMENT: This class specification is descriptive
of general duties and is not intended to list every specific function of this
class title.
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Last Updated 10/21/04
URL: http://www.nh.gov/hr/classspec_t/9325.htm