GENERAL PURPOSE: Under general supervision, responds to emergency and non-emergency calls for service, identifies and dispatches appropriate law enforcement, fire and emergency service units, gathers, analyzes and reports critical information during life or death situations such as crimes in progress, medical emergencies and fire/rescue incidents; complies with Police and Fire Department policies and procedures to assure the safety of officers and the public.
PRIMARY DUTIES AND RESPONSIBILITIES:The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties. - Answers incoming emergency and non-emergency calls and two-way radio transmissions; projects positive support of the City organizations at all times.
- Interviews callers and analyzes details; prioritizes calls for service and determines appropriate personnel to respond; dispatches calls for service; relays pertinent information to first responders in a concise manner; provides information and assistance to the public within scope of authority.
- Analyzes conflicting and/or limited location information in order to direct first responders to the emergency scene. Uses various maps and mapping resources to properly identify call locations
- Gathers, analyzes and reports critical call information to officers and firefighters; maintains status and awareness of Police and Fire units; continuously monitors radio and phone traffic and relays updated vital information to first responders.
- Enters and verifies warrant information, and confirms warrants for other agencies, performs inquiries and criminal history checks for officers through ACJIS & NCIC; initiates inquiries to other agencies for warrant confirmations or general information.
- Enters data for records and reports; processes forms and record files; queries various specialized databases as required.
- Activates protective protocols for first responders by providing life-safety information during responses such as imminent building collapse, active shooter, MAYDAY, and officer down calls.
- Negotiates and defuses emotional callers including suicidal subjects or hostage takers.
- Acts as initial activation for the patient care continuum by administering care via pre-arrival medical instruction in order to direct callers through procedures such as CPR, childbirth, bleeding control, etc. while emergency medical services are responding.
- Liaison with other Public Safety Answering Points (PSAPs), law enforcement, fire and emergency management agencies at the local, county, state and federal levels to provide additional key information and resources as needed.
- Notifies key City personnel on critical incidents; follows all Department policies and procedures to assure that first responder and citizen safety is the top priority.
- After an initial training and probationary period, incumbents may be asked to provide one-on-one or academy training sessions for new hires and/or continuing education courses for the Communications Division.
- Maintains confidentiality as proscribed by legal statute, agency policy, or other governing directives.
- Performs other duties as assigned or required.
SUPERVISION EXERCISED: None.
Education and Experience:- High School diploma or GED equivalent
- Ability to accurately type 45 words per minute
- One (1) year of computer experience
PREFERRED QUALIFICATIONS:- CJIS Terminal Operator Certification
- Emergency Medical Dispatch Certification
- Two years of postsecondary education, technical training, or experience
Special Requirements: Employees will be required to successfully complete FEMA National Incident Management System coursework, ACJIS & NCIC Terminal Operator Certification and the Emergency Medical Dispatch certification program within the probationary period. Depending on the needs of the City, incumbents in this classification may be required to obtain and maintain additional licenses or technical certifications such as Communications Training Officer and/or additional FEMA certificates. Hearing in both ears not less than 40db, with or without assistive device.
Knowledge of:
- City policies and procedures.
- Equipment utilized in law enforcement communications including radio, computer and dispatch equipment.
- National Incident Management and the Incident Command System.
- Law enforcement patrol procedures.
- City geographical area, road systems, and the locations of landmarks.
- Police and Fire Departments’ standard dispatch policies and procedures.
- Basic laws and regulations governing the release of information from law enforcement agency records.
- Law enforcement and fire agency reports and records including retention and confidentiality requirements.
Skill in:
- Assessing priorities and handling emotionally charged situations.
- Obtaining information from and defusing hostile or emotional citizens.
- Handling multiple tasks simultaneously, under pressure, and in stressful emergency situations.
- Communicating clearly and concisely and relay details accurately.
- Remembering names, numbers and locations, and read maps quickly and accurately.
- Handling high volume of telephone calls.
- Working under pressure of deadlines, and establishing and maintaining cooperative working relationships with employees, officials, other agencies and the general public.
- Following and effectively communicating verbal and written instructions.
- Hearing, comprehending and speaking for information exchange via radio, telephone and via computerized technology such as TDD/TTY and terminal exchanges with field units.
- Reading and interpreting technical documents and instructions
Physical Demands / Work Environment: Work is performed in a fast-paced, high-volume, 24-hour/7-day-per-week emergency communications center operation setting. May be required to sit or stand for extended periods of time.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as needed.
The City does not hire at the top of the range.
Candidate may start above the beginning of the range depending on qualifications.
