Serves as primary point of contact for reporting all 9-1-1 emergencies in Fairfax County; Represents the County and Department in a professional manner and with a high level of customer service; Provides information or directions to callers, police, fire & rescue/EMS, and other public safety agencies, adhering to DPSC, Police, Fire & Rescue department policies and procedures governing the dissemination of information; Operates a sophisticated workstation comprised of multiple computer systems including Automatic Call Distribution (ACD) 9-1-1 emergency and non-emergency telephone system, geographical mapping tools (GIS and aerial photography), Computer Aided Dispatch (CAD), and other repositories of critical information, etc. to answer, triage and process incoming emergency and non-emergency calls for service from the general public or other public safety agencies for the protection of life and property; During a life-threatening emergency, establishes communications with the caller, provide safety/life-saving instructions, and maintains control of the conversation until units arrive on the scene; Interacts with callers who may be injured, distressed, distraught and/or emotional, and also public safety field personnel on the telephone and radio to accurately communicate information and instructions in all situations; Gathers, classifies, and supplements pertinent information obtained from the caller and enters it into the CAD system, consistent with appropriate protocols; Establishes communications with hearing impaired callers through the TTY application of the telephone system; Facilitates language interpretation between non-English speaking callers and interpreters to provide assistance needed; Provides all services in a "manual mode" (i.e., non-computerized environment) when primary CAD system is not available; During computer down time, operates the back-up telephone system (BUTS) and TTY device, uses the street directory, telephone lists, and complaint cards, etc. to generate the appropriate public safety response; Performs job duties at the alternate 9-1-1 center if activated or during tests/drills. By the end of the probationary period, thorough knowledge of the policies, procedures, process, laws, ordinances, and regulations affecting public safety call-taking, and the ability to apply them appropriately; By the end of the probationary period, skill in operating all equipment, systems, and consoles to receive, record, and monitor data about emergency/non-emergency calls; Ability to listen and obtain essential information by telephone; Ability to listen and respond effectively to abusive and excited callers without deterioration of quality of service; Ability to quickly assess the scope and magnitude of an emergency; Ability to demonstrate understanding, compassion, and empathy; Ability to act quickly and decisively; Ability to work calmly and effectively under stress; Ability to exercise tact and sound judgment; Ability to speak clearly and concisely in English; Ability to maintain control and manage calls while conveying confidence; Ability to exercise tact, judgment, confidence, and authority; Ability to establish and maintain good working relationships with co-workers and others.