911 Specialist

Minimum Qualifications

Graduation from high school or equivalent and three years of experience working in emergency service communications with 9-1-1 systems or any equivalent combination of training and experience.Applicants within six months of meeting the minimum education/experience may be considered for trainee status.

A Valid Florida Driver License is required and a Motor Vehicle Record that meets the requirements of Alachua County policy #6-7; Motor Vehicle Records will be reviewed prior to employment. If, in the past 24-month period, the applicants Motor Vehicle Record has more than three (3) moving traffic infractions or three (3) or more at fault motor vehicle accidents (or combination of both and /or a conviction/pending charge for driving under the influence) or is in violation of any standard mandated by Federal or State Law or Regulation, the minimum qualifications are not met for the position.

Successful completion of all applicable background checks pre-hire and ongoing are required.

Position Summary

This is responsible work providing specialized technical support and research for County-wide 911 services.

An employee assigned to this classification performs a variety of tasks associated with all aspects of locating the caller to 911 as well as the technology and infrastructure within and outside of the Public Safety Answering Point (PSAP) to support 911 services.

Work is performed under the direction of a higher-level supervisor and is reviewed through conferences, reports, and observation of results obtained. This position reports directly to the Bureau Chief/Communications.

Examples of Duties

ESSENTIAL JOB FUNCTIONS

This is an emergency essential classification. Upon declaration of a disaster and/or emergency, employees in this classification are required to work.

Exudes a positive customer service focus.

Advocates building organizational culture through aligning decisions with core values including: integrity, honesty, respect, diversity, innovation, accountability and communication.

Researches inaccurate wireless 911-caller location information and validates with 911 service providers to rectify the inaccurate location information.

Receives correspondence from Telco's unable to acquire telephone service for customers due to addressing discrepancies and resolves the situation.

Assists with management and readiness of the backup 911 center.

Assists with monitoring the maintenance and functionality of the county's 911 system on a 24/7 basis, thereby protecting the life and safety of the county's residents and visitors.

Coordinates 911 infrastructure related activities among all emergency service agencies and equipment service providers to ensure the 911 system performs smoothly, reliably, efficiently, and cost effectively in concert with statewide emergency communications objectives.

Responds to all 911 service and equipment interruptions within the primary and backup 911 centers. Tracks and manages the interruption to conclusion. Reports results.

Investigates and resolves Emergency Call Routing Function (ECRF), Location Validation Function (LVF), and Location Information Server (LIS) faults in concert with the Next Generation Core Services (NGCS) provider.

Supports the PSAP communications needs during activations of the Emergency Operations Center (EOC). May be required to remain overnight or for extended periods of time.

Assists with the development of planning processes for effective completion of projects, goals, including ascertaining the time for completion of projects, and allocation of duties to ensure the project is completed within the stipulated deadline.

Develops guidance information, flow charts, quick reference guides, decision tree diagrams, and other resources to be used by 911 Operators, dispatchers, and supervisors.

Assists with the management of State and Federal 911 grant programs to include grant submission, review, management, and reporting.

Receives inquiries from the PSAP and researches improper or suspicious call routing, either internally within Alachua County or to or from a contiguous or non-contiguous county.

Liaisons with 911 wireless companies to ensure proper programming of their tower sites and database information to ensure proper routing of wireless 911 calls.

Routinely prepares, reviews, researches, and reports wireless activity to include but not limited to abandoned calls, Phase I calls; Phase II calls; Class of Service, etc.

Operates, as required, County and/or personal vehicle to conduct site surveys associated with location information.

Performs the duties listed, as well as those assigned, with professionalism and a sense of urgency.

NOTE: These examples are intended only as illustrations of the various kinds of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

KNOWLEDGE, SKILLS AND ABILITIES

Extensive knowledge of Alachua County and surrounding area geography.

Thorough knowledge and familiar with Computer Aided Dispatch (CAD) and Geographic Information Systems (GIS) software.Knowledge of and familiar with pertinent Florida statutes and rules governing 911 services and operations.

Knowledge of microcomputers and database software programs to include basic Environmental Systems Research Institute (ESRI) GIS software programs.

Knowledge of GIS databases and their impacts on legacy and NG911 system deployments.

Knowledge of National Emergency Number Associations NexGen911 "i3" Standard and cursory knowledge of the numerous standards that impact and make up an NG911 environment.

Knowledge of 911 services and resources.

Ability to understand NENA Standard for NG9-1-1 GIS Data Model.

Ability to communicate and interpret technical information relating to the delivery of 911 wireless and IP services.

Ability to gather and analyze data; ability to prepare and present technical reports.

Ability to read and understand maps, plans, and addressing systems.

Ability to establish and maintain working relationships with County employees, other governmental agencies, and the private sector.

Ability to communicate effectively both orally and in writing.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, and use hands to finger, handle or feel. The employee is frequently required to stand; walk; sit, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch or crawl.

The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outdoor weather conditions.

The noise level in the work environment is usually moderate.

Supplemental Information

Desired but not required:

National Emergency Number Association (NENA) Emergency Number Professional (ENP) certification