Fire/Rescue 911 Emergency Call Receiver at City of Jacksonville, FL

About the Department

Are you looking for a position with a work/life balance? Do you want to earn four (4) weeks off during your first year of employment? Do you want low and no cost health insurance options? If you answered “yes” to any of these questions, you need to complete your application now. Work for the city you love!!!

The Jacksonville Fire and Rescue Department is actively seeking (3) Fire/Rescue 911 Emergency Call Receiver.

Did you know as a City of Jacksonville employee, you would also have twelve (12) paid holidays and a personal leave day as well? In addition to health insurance, dental, vision, life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after ten (10) years of public service and on-time payments.

This is technical work in receiving and transmitting emergency calls, information, and messages under direct supervision. Work requires knowledge of emergency communications operating procedures, with the ability to operate computerized emergency communications telephone equipment which can be learned on the job within four to five months. Contacts require answering and responding to emergency calls from distraught and emotional individuals and require assertiveness as well as sensitivity to ensure accurate information is gathered and transmitted according to the situation. The work is covered by standard operating procedures and routines, but the employee has the latitude to act according to the specific situation and must be able to adjust to situations not previously encountered. The employee must determine the nature of each call and follow the appropriate procedure based on training and experience. Work is performed at a console which has multiple computerized communications system with various computer screens, keyboards, mice, and a headset/handset in a very controlled environment. Operates emergency communications equipment, copier, telecommunications devices for the deaf, and standard office equipment. Work requires sitting for prolonged periods of time and the ability to simultaneously communicate with the caller and enter information into a computer. Work is stressful and callers may be hysterical, incoherent, or belligerent and numerous emergency calls may be handled in rapid succession.  Worker has limited physical mobility, and occasionally lifts objects weighing less than 50 lbs. Employees in this class work shifts to cover a 24-hour per day, seven days per week operation and are subject to work overtime, being held over or called back to work for disasters, local emergencies, special events, or minimum staffing requirements, etc.  This position requires mastering of the call taker and communications tasks only and is not responsible for radio and dispatching tasks. 

Position Duties

• Answers 9-1-1 calls from the public requesting emergency medical and fire emergency assistance. 
• Processes calls using call receiving techniques to gather information for emergency and non-emergency assistance requests. 
• Obtains information from a very diverse group of callers who are often distraught or emotional when requesting emergency assistance. 
• Uses Emergency Medical Dispatch protocols to process medical emergency requests and provide pre- and post-dispatch arrival instructions for CPR and first aid.  
• Records emergency incident response information and maintains the current status and state of Fire and Rescue personnel and equipment by use of computer aided dispatch program and/or manually.  
• Coordinates emergency service requests with other public safety agencies and/or surrounding counties.  
• Operates office equipment necessary in the performance of job functions, such as multiple computer screens and programs.  
• Demonstrates proficiency in the City of Jacksonville’s competencies.  
• Performs related work as required.

Minimum Qualifications

• Broad geographical knowledge of Duval and surrounding counties. 
• Knowledge of techniques and procedures used in operating emergency communications equipment. 
• Knowledge of Fire and Rescue Standard Operating Procedures. 
• Knowledge of Computer Assisted Dispatch System, dispatch consoles and radio systems. 
• Knowledge of Emergency Medical Dispatch protocols.  
• Extensive knowledge of all Jacksonville Fire and Rescue stations and their assigned apparatus and equipment. 
• Skill in empathetic listening techniques. 
• Ability to type and operate emergency communications equipment and programs with speed and accuracy. 
• Ability to operate a multi-line telephone system while wearing a headset during the entire work shift. 
• Ability to multi-task, including listening and comprehending information, while communicating, verbally and by entering data into a computer terminal with accuracy and speed, simultaneously.  
• Ability to exercise good judgment and initiative in handling emergency calls and complaints. 
• Ability to hear and comprehend all audible information received for job performance in adverse conditions using current equipment. 
• Ability to read, comprehend and apply written and verbal instructions. Ability to gather information efficiently and relay accurately. 
• Ability to communicate effectively, clearly, quickly, and concisely.  Ability to speak English rapidly, clearly, and concisely.  
• Ability to write English legibly and rapidly, as well as type information correctly.  
• Ability to establish and maintain satisfactory working relationships that require team collaboration. 
• Ability to maintain control of conversations under stressful conditions.  
• Ability to read and apply maps and GPS systems.  
• Ability to work under stressful conditions and remain calm in emergency situations.

Other Qualifications

• Ability to read, write and speak English clearly. 

• One year of education and/or experience in a multi-tasking environment, customer service environment involving direct communication with the general public.  

• Must be able to prioritize tasks and make quick, effective, and wise decisions.   

• The typing requirement for this position is a minimum of 35 words per minute (wpm), as well as knowledge and/or experience with various computer systems.

• Broad knowledge of the geography of the City of Jacksonville and surrounding counties is preferred. 

• Requires the ability to work overtime with little or no notice, shift work hours, weekends, holidays, evenings, and nights.  

• Hours of operations are 24 hours a day, 365 days a year.

LICENSING/CERTIFICATION/REGISTRATION: 

• Cardiopulmonary Resuscitation (CPR) must be obtained within six months of hire and maintained through recertification every two years.

• Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) Certifications must be obtained within one year of hire and maintained through recertification every two years.

• Florida Public Safety Telecommunicator Certification (PST) must be obtained within eight months of hire and recertified every odd year in accordance with state regulations. Criminal Justice Information Systems (CJIS) Certification must be obtained within three months of hire and recertified annually.

OTHER REQUIREMENTS: 

• The probationary period for this class is six (6) months.  

• This classification performs safety sensitive functions and is subject to pre-employment, random and other drug/alcohol testing programs as set forth in the City of Jacksonville’s Drug Free Workplace Policy (0401).  

• All required licenses, certifications, and registrations are provided on the job during the probationary period.  

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at www.jacksonville.gov. Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education, a copy of your college transcript, with your social blackout, is required with your application. U.S. transcripts do not need to be official, but must state your name, the school’s name, classes taken, grades received, type of degree, and date degree was conferred. Transcripts outside the U.S. must be converted to U.S. standards.

The application system works best with Google Chrome or Edge with Chromium web browsers. Please try to apply using one of these browsers. To ensure you receive email notifications, be sure to make “[email protected]” a trusted sender. You may also track the status of your application and see notifications by logging into your account. For further information regarding the application process. please refer to the Frequently Asked Questions on the website.

Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for post-secondary educational requirements, in employment and are encouraged to apply for positions being filled.

If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here: http://www.coj.net/departments/employee-services/veterans-preference.

If a candidate believes he or she was not afforded the veteran’s preference, he or she may file a written complaint, within sixty (60) calendar days upon receipt of notification of the hiring decision, requesting an investigation to:

Florida Department of Veterans Affairs

Attention: Veterans’ Preference Coordinator

11351 Ulmerton Road, Suite 311-K  

Largo, FL 33778-1630 

Email: [email protected]

Apply Now