Fulton County Emergency Telephone System Board Job Description
Employer: Fulton County Board and Fulton County Emergency Telephone System Board (ETSB)
Position: 9-1-1 Telecommunicator
Department: Fulton County Consolidated Communications Center
Reports to: Director of Fulton County Consolidated Communications Center and 9-1-1 Shift Supervisor
Supervises: Not Applicable
Employment Relationship: At-will
Position Summary
The 9‑1‑1 Telecommunicator is a critical frontline member of the Employer’s public safety team responsible for receiving, evaluating, and prioritizing emergency and non‑emergency calls for service. This position dispatches law enforcement, fire, EMS, and other public safety resources while maintaining continuous communication, situational awareness, and accurate documentation. Telecommunicators operate in a fast‑paced, technology‑rich environment and must exercise sound judgment, emotional resilience, and exceptional customer service skills.
Essential Duties & Responsibilities
· Answer, evaluate, and prioritize 9‑1‑1 and administrative calls using established protocols.
· Obtain essential information from callers who may be distressed, confused, or non‑verbal.
· Provide pre‑arrival instructions when authorized (CPR, bleeding control, childbirth, safety guidance).
· Manage Text‑to‑911, TDD/TTY (Telecommunications Device for the Deaf) (Teletypewriter), and language translation resources.
· Handle NG9‑1‑1 multimedia inputs (text, images, telematics, sensor data) as applicable.
· Dispatch police, fire, EMS, and specialty units using CAD (Computer Aided Dispatch) and radio systems.
· Monitor unit status, location, and safety through CAD, AVL (Automatic Vehicle Location), and radio traffic.
· Coordinate multi‑agency responses, mutual aid, and large‑scale incident support.
· Maintain situational awareness and relay critical updates to field responders.
· Operate CAD, NG9‑1‑1 call handling equipment, radio consoles, mapping/GIS systems, logging recorders, and related software.
· Use databases such as NCIC (National Crime Information Center)/LEADS (Law Enforcement Access Data System)
· Document all calls, radio traffic, and actions accurately and in real time.
· Troubleshoot basic equipment issues and follow reporting procedures for outages.
· Communicate clearly, calmly, and professionally with callers and responders.
· Demonstrate cultural awareness, empathy, and de‑escalation skills.
· Maintain confidentiality of sensitive information.
· Represent the Employer with professionalism and integrity.
· Participate in shift briefings, training, and quality assurance programs.
· Assist with updates to SOPs, training materials, and operational workflows.
· Support new telecommunicators during on the job training when assigned.
· Must be able to travel and timely report to work at backup/emergency PSAP locations, including without limitation in Bartonville, Illinois.
· Perform other duties as assigned
Minimum Required Qualifications
· High school diploma or equivalent.
· Ability to type at 40 WPM with 90% accuracy.
· Must pass background investigation, interview, polygraph, drug screening, and psychological evaluation (if required) to Employer’s satisfaction
· Ability to work rotating shifts, nights, weekends, holidays, and mandatory overtime.
· Have the ability to multitask, have attention to detail and work with a team in a stressful, but rewarding, environment.
· Must have excellent communication skills and the ability to read and speak clearly in English.
· Knowledge of basic computer skills.
· Ability to remain calm and make critical decisions efficiently and under pressure.
· Candidates must successfully complete all training successfully as a part of the Employer’s structured training program.
Preferred Qualifications
· Prior experience in public safety, dispatching, customer service, or high‑stress environments.
· Familiarity with CAD, radio systems, or NG9‑1‑1 technology.
· CPR certification, EMD (Emergency Medical Dispatch) certification, or APCO (Association of Public-Safety Communications Officials)/NENA (National Emergency Number Association) coursework.
· Bilingual or multilingual abilities.
Essential Knowledge, Skills & Abilities
· Knowledge of public safety operations, relevant geography, and local ordinances (or ability to learn quickly upon hiring).
· Ability to interpret maps, GIS layers, and location data.
· Strong problem‑solving and critical‑thinking skills.
· Ability to manage simultaneous tasks with accuracy.
· Emotional resilience and ability to handle traumatic or stressful content.
· Clear, concise written and verbal communication.
Working Conditions
· 24/7/365 emergency communications environment.
· Extended periods of sitting, headset use, and computer-based work, including viewing multiple monitors.
· Rotating shifts during training, then first, second, or third shift, including weekends and holidays.
· High‑stress situations involving life‑safety incidents, critical decision‑making, and emotionally charged interactions.
· High‑reliability environment requiring strict adherence to procedures and timelines.
Physical/Mental Requirements
· Ability to sit for long periods and operate a computer and telephone equipment.
· Ability to hear and speak clearly.
· Ability to perform tasks requiring manual dexterity and visual acuity.
· Must be able to activate radio and phone systems utilizing keyboards, buttons, switches, and pedals.
· Must be able to work in excess of continuous 8 hours when required.
· Must be able to work under stressful situations, have good cognitive skills, maintain work accuracy, and the ability to concentrate on more than one task at a time.
· Must have the ability to read and discern visual images on a variety of media with 20/20 corrected vision.
· Must hear speech out of both ears in the normal range of 30 db at 500 to 2000 Hz range, with or without correction.
· Must be able to speak and communicate clearly over telephones and radios.
· Must be in sound physical health as determined by a certified licensed physician to perform essential duties and responsibilities of the position and meet all physical/mental requirements
· Must be free of controlled substances pursuant to applicable Fulton County and/or ETSB policies.
WAGES AND BENEFITS
The pay scale range for this position is $22.78-$31.67 per hour, depending upon years of service. The position is offered comprehensive benefits including, but not limited to, available Insurance coverage; IMRF retirement; paid paternity/maternity leave; personal, sick and vacation time off; and paid holidays.
The duties listed above are representative of those performed by the position but are not exhaustive nor exclusive of duties that may be similar, related, or a logical assignment of the position.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The above job description does not constitute an employment agreement between the employee and employee and is subject to change, according to the business needs of the organization.
The Fulton County Board and Fulton County Emergency Telephone Service Board (collectively, the “Employer) are Equal Opportunity Employers. In compliance with the Americans with Disabilities Act, the Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Employer.