Fire Alarm Operator

Title :              Fire Alarm Operator

Reports to :    Deputy Chief  

Place :             Billerica Fire Department headquarters

Job purpose :  The primary objective of the Fire Alarm Operator is to serve as the hub for all Fire Department communication.  This includes answering a multi-line phone system and directing calls to the appropriate destination without delay.  Dispatching emergency apparatus through the Fire Departments Zetron and radio systems while following FCC procedures, departmental Standard Operating Procedures and Guidelines.  Other primary responsibilities include maintaining and retrieving records, files and information for dissemination to emergency apparatus.  Greeting citizens and other guests, answering questions, and providing direction and performing other related functions are a secondary objective.  All will be performed in such a way that positively affects the outcome of an emergency situation or the perception of the visitor.

Essential Duties, Functions and Responsibilities:

1. Answer a high volume of calls and maintain a rapid response rate according to agreed standards.
2. Manage emergency calls by obtaining necessary information from callers and determining the appropriate level of response, monitoring the progress and status of each response, and initiating escalated response as indicated or requested.
3. Log and maintain information on calls received through Computer Aided Dispatch system.
4. Monitor and operate radio, computer, telephone and other equipment in support of public safety communications and dispatch functions.
5. Maintains status and current information on affected units in and out of service.
6. Scheduling smoke and carbon monoxide detector inspections.
7. Responsible for filling details required by the Fire Prevention bureau.
8. Performs data entry as well as extract required data from computer systems.
9. Preserve communications that are privileged and confidential.
10. Monitor closed circuit television cameras as part of the internal communication and security of all fire stations.
11. Notification of appropriate public safety personnel to natural or technical emergencies or any similar condition affecting quality of life issues.
12. Liaise with other departments in order to establish and maintain clear and concise communications through telephone, radio and personal interaction.
13. Performs all functions, duties and responsibilities according to department policy and procedure.
14. Answers all calls in a respectful, calm, clear and courteous manner.
15. Maintains a clean, healthy and safe work environment.
16. Performs other duties as assigned by the Deputy Chief.

Skills, Abilities, Knowledge and Personal Characteristics required:

1. Operate multi-line and TDD telephone systems, multi-frequency radio, computers, fire alarm equipment, related communications equipment quickly and accurately.
2. Communicate effectively and coherently, having adequate hearing and language abilities to:
   1. Understand normal conversation via telephone despite background noise
   2. Comprehend shouted or emotional conversation and those with accents
   3. Convey appropriate information and directions via telephone, radio and computer
3. Possess sufficient vision under conditions of glare and reduced lighting to:
   1. View and read information on multiple screens and monitors
   2. Read and record information on documents, maps and logs
   3. View security monitors from normal work positions.
4. Ability to lift up to 25 lbs.
5. Possess the mental and emotional stability to perform well under stressful situations.
6. Proficiency in basic math, writing and note taking skills.
7. Ability to work weekends, holidays, rotating shifts and continue on duty until relieved, requiring occasional double shifts.
8. Ability to work in a fast paced environment, multi-task in stressful situations and adapt to varying activity levels.

Minimum qualifications:

1. Valid Massachusetts drivers license
2. High school diploma or equivalency certificate.
3. No Criminal Record
4. Pass pre-employment drug screening

Post employment training:

      Each fire alarm operator shall receive the following training:

1. First responder / CPR certificate
2. EMD training
3. EFD training
4. ICS 100 and ICS 700 training
5. Fire Programs, ARMS CAD and CAMEO software