# Tasks & work activities — crisis helpline operator

Source: O*NET 30.3, occupation 43-5031.00 (Public Safety Telecommunicators).

## Task statements

- **[Core]** Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
- **[Core]** Record details of calls, dispatches, and messages.
- **[Core]** Question callers to determine their locations and the nature of their problems to determine type of response needed.
- **[Core]** Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.
- **[Core]** Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
- **[Core]** Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
- **[Core]** Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
- **[Core]** Maintain access to, and security of, highly sensitive materials.
- **[Core]** Observe alarm registers and scan maps to determine whether a specific emergency is in the dispatch service area.
- **[Core]** Maintain files of information relating to emergency calls, such as personnel rosters and emergency call-out and pager files.
- **[Core]** Monitor various radio frequencies, such as those used by public works departments, school security, and civil defense, to stay apprised of developing situations.
- **[Core]** Learn material and pass required tests for certification.
- **[Core]** Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions.
- **[Core]** Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies.
- **[Core]** Provide emergency medical instructions to callers.
- **[Core]** Test and adjust communication and alarm systems, and report malfunctions to maintenance units.
- **[Supplemental]** Monitor alarm systems to detect emergencies, such as fires and illegal entry into establishments.
- **[Supplemental]** Operate and maintain mobile dispatch vehicles and equipment.

## Detailed work activities

- Adjust office equipment to ensure proper operation.
- Answer telephones to direct calls or provide information.
- Confer with coworkers to coordinate work activities.
- Coordinate operational activities.
- Discuss goods or services information with customers or patrons.
- Enter information into databases or software programs.
- Interpret blueprints, specifications, or diagrams to inform installation, development or operation activities.
- Maintain call records.
- Maintain current knowledge related to work activities.
- Maintain security.
- Monitor alarm systems.
- Monitor equipment operation to ensure proper functioning.
- Operate communications equipment or systems.
- Operate vehicles or material-moving equipment.
- Provide basic health care services.
- Refer customers to appropriate personnel.
- Relay information between personnel.
- Report maintenance or equipment problems to appropriate personnel.
- Search files, databases or reference materials to obtain needed information.