PST Job Description

This critical role serves as the vital communications link between the public needing help and
emergency services response. As members of the public safety ecosystem, PSTs are typically the
first point of contact when a person reaches out for help. This entails a candidate to be able to
work independently in a high stress environment while receiving and evaluating incoming
emergency and administrative requests for emergency services, including but not limited to law
enforcement, fire, and emergency medical services (EMS); triaging those requests for service;
providing guidance and assistance to the public in life-safety situations; and coordinating
appropriate responses to high-risk, high-stress operations, with the objective of keeping all
participants safe.

ESSENTIAL JOB DUTIES AND TASKS
The primary responsibility of the PST is to protect citizens and emergency responders during
the emergency incident. These include:
• Ascertaining incident information by obtaining and verifying caller information and location,
determining the nature of the incident, and all available data including but not limited to
automated data, social media information, text message, images or video, and providing
information to emergency services either verbally and/or digitally.
• Providing pre-arrival and post-dispatch instructions to those that are requiring assistance
during high stress situations, such as cardiopulmonary resuscitation (CPR), childbirth,
hemorrhaging, active shooter, and entrapments.
• Managing challenging callers using appropriate handling of distressed, autistic, hearingimpaired, elderly, angry, and foreign-language-speaking callers.
• Using text-to-911 to communicate effectively with callers
• Interpreting automatic number and automatic location data provided by the emergency
communications phone system and verifying data using mapping software for accuracy and
reliability.
• Documenting incident details quickly and accurately to establish incident urgency, categorizing
the incident type, and obtaining the proper help for the caller.
• Conducting health and safety status checks of responders and using other available
technology to ensure on-scene responders’ safety.
• Operating emergency, administrative, and backup telephone communications systems
effectively.
• Operating a sophisticated workstation comprised of multiple computer systems, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal
clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, as well as
communications systems such as radio dispatch consoles and recording systems.
• Notifying key personnel of critical incidents, using judgment to determine the need to contact
other law enforcement and public safety agencies for additional information and resources as
needed, or relaying information regarding incidents and situational awareness.
• Using mass notification software, including social media platforms, to keep the public
informed of emergency incidents.
• Maintaining a calm demeanor under chaotic and stressful circumstances, multiple
conversations, and frequently noisy environments.
• Completing training, certifications, and competencies as needed by actively seeking training,
completing the training and certifications required for assigned PST positions, and completing
continuing education and career development as necessary.
• Following established agency policies and procedures, being aware of liability to the agency,
and adhering to federal disclosure and privacy laws.
• Using debriefing tools, stress management techniques, and critical incident response models
to deal with mental or emotional strain or tension resulting from adverse or very demanding
circumstances.

MINIMUM REQUIREMENTS
• A high school diploma or GED
• Must be at least 21
• Dependable, self-motivated and team-oriented, with a desire to provide a service to the
community
• Working knowledge of Windows-based software and various other computerized electronic,
telecommunications equipment
• Flexibility to adapt to changes
• Have great attention to detail and empathy towards the customers’ needs and concerns
• Must pass a background investigation that meets all local, state, and federal requirements;
must have never committed, been involved in, or convicted of a felony or serious misdemeanor.
• Must be able to perform essential job functions (reasonable accommodation may be made on
a case-by-case basis)
• Must be able to work on a rotating schedule, including nights, weekends, and holidays to
ensure 24/7 coverage 28
• This position is designated as essential and must report to work during times when the
government/agency is closed
• Must be able to obtain and maintain the following licenses and certifications within a given
time frame: − Basic Telecommunicator Course that includes:
▪ Telecommunicator roles and responsibilities
▪ 911 call processing
▪ Radio communications
▪ Emergency management
▪ Emergency communications technology
▪ Legal concepts
▪ Interpersonal communications
▪ Stress management
▪ Quality assurance − Criminal Justice Information Services (CJIS) Security Training
▪ Certification in CPR

KNOWLEDGE, SKILLS, AND ABILITIES
• By the end of the probationary period, thorough knowledge of the policies, procedures,
processes, laws, ordinances, and regulations affecting public safety call-taking and the ability to
apply them appropriately.
• Adhere to policy and procedure requirements that are stringent, rigorous, and unwavering,
including confidentiality of information and trustworthiness while dealing with sensitive
information.
• Establish and maintain cooperative and professional working relationships with co-workers,
supervisors, representatives from other departments, and other emergency services agencies.
• Maintain regular, reliable, and punctual attendance.
• Resilient and resourceful while coordinating high-risk, high-stress operations, with the
objective of keeping all participants safe.
• Friendly and tactful personality.
• Patient and resilient.
• Stress tolerance and adaptability

PHYSICAL REQUIREMENTS
This work is sedentary and requires little to no exertion of force. Work regularly requires
speaking or hearing and frequently sitting, using hands to finger, handle, or feel, reaching with
hands and arms and repetitive motions. Vocal communication is required for expressing or
exchanging ideas by means of the spoken word and conveying detailed or important
instructions to others accurately, loudly or quickly. Hearing is required to perceive information
at normal spoken word levels and to receive detailed information through oral communications,
and/or make fine distinctions in sound. Work requires preparing and analyzing written or
computer data. Work requires exposure to loud noises, extreme emotions, and stressful
environments. Work is generally indoors and in a moderately noisy location surrounded by
others talking on the phone or radio.

COMPENSATION
The starting salary for this position is $18.00 per hour. Benefits include health insurance, dental
insurance, (single coverage is paid for, family coverage is 20%) paid time off accrual of 6.7 hours
per month, vacation time accrued after 1 year and available on the anniversary of date of hire,
paid double time holidays, a contributory retirement plan (911 matches up to 5%), group term
life insurance, and long-term/short-term disability insurance. Optional benefits include: VSP
Vision insurance, USAble Accidental and Critical Illness policies, along with additional voluntary
life insurance policies that are 100% paid for by the employee.