Communications Officer (Certified) Id-3900
WORK SCHEDULE
6am - 6pm or 6pm - 6am
Work four days/Off three days.
This position is responsible for answering emergency and non-emergency calls and for dispatching appropriate personnel.
Major Duties
- Receives and screens incoming calls from the public and other user agencies; categorizes and prioritizes calls, including 911 calls.
- Determines and dispatches the appropriate emergency personnel to incident locations; provides emergency medical instructions to callers prior to the arrival of responders as needed.
- Receives and processes non-emergency calls; forwards to appropriate department; receives and processes after-hours complaints from the public.
- Inquires, retrieves, and monitors data from ACJIC/NCIC database; ensures compliance with rules and regulations; retrieves information related to outstanding warrants, criminal histories, driver histories, vehicle histories, etc.; disseminates information related to criminal histories, driver histories, terrorist threats, felon registration, sex offender registration, lost or stolen items, missing persons, etc.
- Maintains contact with emergency personnel in the field; provides information to responding units regarding location, directions, changes to circumstances, etc.; responds to information requests from responding units.
- Provides pre-arrival instructions to callers in compliance with Emergency Medical Dispatch guidelines.
- Coordinates assistance from other agencies and/or departments as requested, including contacting other agencies for response to specific situations.
- Operates telecommunications equipment, including radios, telephones, CAD, mapping systems, telecommunications devices, weather monitoring equipment, etc.
- Monitors and utilizes non-emergency radios as needed.
- Monitors security cameras.
- Performs related duties.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION
- Knowledge of emergency communications principles and practices.
- Knowledge of ACJIC/NCIC policies and procedures.
- Knowledge of emergency dispatch procedures.
- Knowledge of radio and telecommunications equipment.
- Knowledge of CAD system functions and maintenance.
- Skill in the use of computers and job-related software programs.
- Skill in making decisions in high pressure and emergency situations.
- Skill in public relations.
- Skill in interpersonal relations.
- Skill in oral and written communication.
SUPERVISORY CONTROLS
The Communications Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the results.
GUIDELINES
Guidelines include ACJIC/NCIC guidelines, state and federal regulations, HIPPA regulations, general orders, APCO policies training guidelines, medical controls, and city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.
COMPLEXITY/SCOPE OF WORK
- The work consists of related emergency communications duties. The necessity of responding to unforeseen and emergency situations contributes to the complexity of the work.
- The purpose of this position is to participate in the receiving of emergency and non-emergency calls and in dispatching emergency service personnel as appropriate. Successful performance contributes to the efficient and effective response to emergency and life-threatening situations.
CONTACTS
- Contacts are typically with department personnel, other city personnel, representatives of other emergency services agencies, hospital and other medical personnel, representatives of a variety of external agencies, and the public.
- Contacts are typically to give or exchange information, resolve problems, provide services, and motivate persons.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
- The work is typically performed while sitting at a desk or table.
- The work is typically performed in a Communications Center.
