CAYMAN ISLANDS GOVERNMENT
The Ministry of Home Affairs
Department of Public Safety Communications
TELECOMMUNICATOR – TRAINEE LEVEL
Salary: CI $26,292 annum
($35,916 to $48,276 after 6 months training period)
The Cayman Islands 9-1-1 Public Safety Communications Centre processes and coordinates emergencies including police, ambulance and fire. Those hired for the post of Telecommunicator – Training Level will participate in the 9-1-1 training programme in preparation for undertaking the role of a fully qualified Telecommunicator. The postholder will undergo training in 9-1-1 public safety communications procedures and policies while shadowing an experienced Telecommunicator and under strict supervision. Telecommunicators work rotating shifts of 12 hours in duration including nights, weekends, and public holidays. See www.911.gov.ky for info.
Qualifications, Skills & Experience:
- Selection process:
- Applications will be screened to ensure that applicants meet a minimum requirement of 3 years experience working in a role with the general public; (Caymanians will be given first preference);
- Applicants will be invited to take a computerized test which evaluates the specific attributes necessary to be successful as a Telecommunicator, (passing score is 70% with a minimum keyboarding score of 25 words per minute);
- Applicants who have passed the test will be invited for a panel interview;
- Applicants will be subject to an extensive reference and background check, due to the highly sensitive and confidential nature of the job
- The postholder will receive classroom training leading up to certification in the following:
- The postholder will receive training (classroom, on-the-job and simulations) in:
- How to answer and process emergency 9-1-1 and non emergency calls and dispatch via radio for RCIPS, Emergency Medical Services, Fire Services, and Immigration Enforcement
- How to interrogate callers to ensure all relevant information is gathered.
- How to provide pre-arrival instructions to callers based on information gathered from them; how to use effective judgment in the given situation; and how to determine which standard protocols should be provided
- How to operate the Computer Aided Dispatch (CAD) system and related software
- Cross-training in electronic monitoring of offenders and public video surveillance technique
- After successfully completing the 6-month training programme, he/she will be offered a Telecommunicator employment agreement, within the salary range of CI $35,916 to $48,276
Benefits will be determined in accordance with the current versions of the Public Service Management Law and Personnel Regulations, the Public Service Pensions Law and the CINICO Health Plan. Pension and health benefits are non-contributory. Detailed job description, benefits information and application form are available at: www.recruitment.gov.ky
Please submit completed Government Application Form and, resume to:
Chief Human Resources Manager
Ministry of Home Affairs
P.O. Box 111
5th Floor, Government Administration Building
Grand Cayman KY1-9000
Deadline for receipt of applications: 05 MAY, 2017
Job Title: Public Safety Telecommunicator – Trainee
Reports to: Public Safety Communications Supervisor
Cost Centre: 121902
- JOB PURPOSE
This is a skilled position requiring the post holder to process incoming telephone calls from the public reporting emergency and non-emergency situations; to provide appropriate pre-arrival instructions to callers and dispatch the most appropriate first responder units; and to provide electronic monitoring of offenders and CCTV surveillance.
The department processes over 30,000 Calls For Service per annum resulting from over 120,000 emergency and non-emergency telephone calls. The Public Safety Telecommunicator – Trainee will receive classroom and on-the-job training resulting in the eventual ability to process approximately 1875 Calls For Service, resulting from approximately 7,500 telephone calls annually. In addition to processing and dispatching Calls For Service, the Telecommunicator – Trainee will eventually be responsible for the electronic monitoring of offenders and operation of the public CCTV surveillance system.
3. PRINCIPAL ACCOUNTABILITIES
To receive classroom training and On-the-Job training as a public safety telecommunicator which includes certification in APCO Public Safety Telecommunications; CPR and First Aid; and Emergency Medical Dispatch. This training will lead to responsibility breakdown as follows:
|Calls and Advice
*Process calls which include the answering of emergency 9-1-1 and non emergency calls for law enforcement, fire and Emergency Medical Services.
*Interrogate callers to ensure all relevant information is gathered.
*Provide pre-arrival instructions to callers using information gathered from them, effective judgment of the given situation, and the standard protocols provided.
*Dispatch emergency first responders including RCIPS, Emergency Medical Services, Fire Service, Immigration, Department of Environment, etc.
*Electronic monitoring of offenders using the appropriate computer software application.
*React to violations of electronic monitoring by the dispatching of the RCIPS, contacting the relevant clients or contacting the client’s supervisor (e.g. the Probation Unit).
*Undertake real time evaluation of actions being observed by CCTV cameras.
*Dispatch and/or update RCIPS as necessary.
|Administration and Processing
*Assist the Public Safety Communications Supervisor in administrative project work (e.g. inputting data into an Excel data base).
*Contribute to presentations to schools or community groups.
*Contribute ideas in the review and update of processes and procedural manuals.
*Undertake any other duties and responsibilities commensurate to the grade of this position.
4. ORGANISATION CHART
5. BACKGROUND INFORMATION
Public Safety Communications Centre: The Cayman Islands Public Safety Communications Centre (CIPSCC) provides a 24/7/365 dispatch service and coordination centre to support emergency response in the Cayman Islands. It prioritises requests for assistance and dispatches the appropriate units. Public Safety Communications Telecommunicators provide life-saving, pre-arrival instructions to callers to lessen the impact of an emergency; and to maintain the safety of first responders. Telecommunicators advise clients using ‘guide-cards’ approved by the Medical Director. These protocols assist the post holder in providing the correct advice and guidance in given situations.
Electronic Monitoring: The Cayman Islands Electronics Monitoring Centre (CIEMC) coordinates the electronic monitoring provisions of (a) the Alternative Sentencing Law as it relates to offenders sentenced to abide by an electronic curfew, (b) the pre-release of prisoners and (c) those persons placed on bail by the courts or police. Electronic Monitoring’s operational procedures are based on the law, regulations and the organisational needs of the Court, Her Majesty’s Prison Service, or the Royal Cayman Islands Police Service. In addition, CIEMC maintains video surveillance in support of the National CCTV Programme.
6. KNOWLEDGE, EXPERIENCE AND SKILLS
Within three (3) months of hire, the post holder must achieve:
- Certification in APCO Public Safety Telecommunications;
- Certification in APCO Emergency Medical Dispatch;
- Certification in First Aid & CPR.
The post holder must have:
- A minimum of 3 years’ experience of working in a role with the general public.
- Demonstrable work experience involving the following: remaining calm under pressure/in stressful situations, being well organised and flexible, demonstrating listening skills, showing a clear attention to detail and working effectively as part of a team.
The post holder must have the ability to:
- type 25 words per minute;
- utilise Microsoft Word and other common software applications;
- communicate effectively verbally and in writing;
- hear and understand sound sources (radio and telephone messages) coming through a communications headset and standard telephone receiver;
- hear and understand other outside sources while wearing a communications headset (i.e. the ability to hear sound sources not coming through the headset; ability to hear through both ears);
- read and discern visual images on a variety of media, including colour-coded computer screen;
- write English legibly and record names and numbers accurately (i.e. not transpose numbers and/or letters);
- co-ordinate the movements of two or more limbs together for purposes of operating radio/telephone equipment simultaneously; the ability to remain seated at the same work station for extended periods.
7. ASSIGNMENT AND PLANNING OF WORK
The workload will be determined by an assigned Communications Training Officer (CTO), Public Safety Communications Supervisor or the Assistant Director for Operations and Training.
8. SUPERVISION OF OTHERS
No supervisory responsibilities.
9. OTHER WORKING RELATIONSHIPS
- Liaise with Emergency Medical Services, George Town Hospital, RCIPS; Fire Service; support agencies such as CUC, Water Authority, wrecker Services, etc.
- Liaise with other non-governmental agencies such as Red Cross; Association of Public-safety Communications Officials, International; U.S. Coast Guard, etc.
- Participate in department management/supervision meetings and training sessions
10. DECISION MAKING AUTHORITY AND CONTROLS
The post holder will receive formal training (both classroom and on-the-job) in order to learn how to effectively prioritise situations and information and make appropriate decisions based on information received. They must also learn and apply new information, remember numerous details and handle a variety of rapidly flowing information at once. Decisions made are complex and within a stressful environment.
- deciding the best strategy for ensuring enough information is gathered from a caller who may be suffering stress and panic;
- deciding what initial advice (pre-arrival instructions) to give a caller given the circumstances of the situation. This involves deciding which advice (using guide-card information, various emergency services safety procedures, experience etc) applies to a relatively unique emergency situation;
- deciding the correct priorities of dispatch after evaluating the particular emergency (e.g. reviewing the situation and deciding which would be the safest sequence of dispatch in terms of the police to make a scene first, ambulance to help the needy etc);
- making decisions within a context of changing priorities (e.g. as an emergency situation evolves, the role holder may decide to use the CCTV service to assist in the recovery situation).
11. PROBLEM/KEY FEATURES
Maintaining a state of calm whilst facing situations that put others’ lives and property at risk; dealing with post-traumatic stress resulting from the handling of emergency situations; constantly prioritizing changing conditions and workloads.
12. WORKING CONDITIONS
- Working in a small space with several persons with the potential to create interpersonal conflicts and stress;
- Processing calls relating to physical and emotional trauma and high stress conditions
- Work shifts of 12.25 hours of duration including days, nights, weekends, public holidays