Communications Officer

Purpose of Classification The purpose of this classification is to communicate, receive, evaluate, and disseminate information and instructions between the public and multiple public safety agencies using telephone, radio, and computer-aided dispatch (CAD) systems. Communication Officers provide emergency and non‑emergency assistance by coordinating responses to law enforcement, fire, and emergency medical services while maintaining accurate documentation and ensuring effective communication during routine and high‑stress situations. Essential Functions Performs multiple tasks simultaneously in a fast‑paced communications environment Answers emergency and non‑emergency calls using a multi‑line telephone system, evaluates the nature and priority of calls for service; enters and updates information within the CAD system while dispatching the appropriate agency on a multi‑channel radio console Monitors multi‑channel radio communications to maintain the status of field personnel, logs radio traffic, and responds to requests from emergency personnel Provides emergency medical dispatch (EMD) instructions and pre‑arrival instructions in accordance with approved protocols Verifies caller information and validates addresses within database; transfers calls to appropriate jurisdictions when necessary Communicates clearly and effectively using radio, telephone, and other communication technologies Makes notifications to personnel, agencies, or resources as requested using established contact and on‑call procedures Notifies appropriate personnel for critical events in accordance with departmental policies and procedures Maintains composure in high‑stress environments and provides reassurance and direction to distressed callers while managing multiple incidents simultaneously Utilizes language translation services when with non‑English speaking callers Enters, retrieves, modifies, and maintains records within LINK/NCIC systems; performs criminal history checks and inquiries related to driver’s licenses, vehicle registrations, stolen property, firearms, wanted persons, and missing persons as authorized Utilizes various computer‑based programs and information systems to assist emergency responders and support operational needs Maintains required logs, reports, and documentation Performs administrative support duties such as maintaining forms, replacing printer supplies, and shredding confidential materials Processes open records requests when assigned Maintains a clean and organized work environment, including routine housekeeping tasks within the communications center Attends required training and continuing education to maintain applicable certifications and remain current on departmental operations and procedures Assists in the training of new communications Officers after completing two (2) years of service Maintains confidentiality while cooperating with federal, state, and local law enforcement agencies when supporting investigations or responding to court subpoenas related to 9‑1‑1 calls or CAD records Maintains regular and predictable in‑person attendance during regular operation hours of the City of Henderson Emergency Communications Center Must be able to work a variety of shifts including days, evenings, nights, weekends, and holidays as assigned (may be required to work night shift, rotating shifts, extended shifts, or mandatory overtime) Must be willing and able to work mandatory overtime, holdover shifts, emergency call‑ins, and minimum staffing assignments when operational needs require Must undergo and successfully complete drug test and alcohol screening prior to employment and upon renewal in accordance with the City’s Drug and Alcohol policy Additional Functions Communication Officers are expected to maintain a positive attitude and contribute to a collaborative team environment within the Communications Center. Employees must demonstrate strong customer service skills when interacting with members of the public as well as internal partners, including city departments and other public safety agencies. As employees providing emergency services for the City of Henderson, Communication Officers are held to a high standard of conduct both on and off duty. Minimum Qualifications High school diploma or GED required; experience in public safety telecommunications preferred Ability to type a minimum of 30 words per minute at time of application Within the first twelve (12) months of employment, the employee must obtain and maintain the following certifications: Certification as a Telecommunicator by the Kentucky Law Enforcement Council (KLEC) by successfully completing the Public Safety Dispatch Academy (PSDA) at the Department of Criminal Justice Training Center (DOCJT) in Richmond, Kentucky (approximately four (4) weeks of training; continuing education requires a minimum of eight (8) hours annually) CPR Certification Emergency Medical Dispatch (EMD) certification LINK/NCIC certification (required upon employment) National Incident Management System (NIMS) certifications: NIMS 100, NIMS 200, NIMS 700 Completion of the Henderson Emergency Communications Center training program, which begins upon employment and is expected to be completed within approximately fifteen (15) weeks Must also be able to travel and attend required training, including mandatory training at DOCJT in Richmond, Kentucky Must successfully pass a background investigation and must not have been convicted of a felony or disqualifying offenses pursuant to KRS 15.540 Critical Job Tasks Receive and process multiple streams of information simultaneously Listen to and comprehend radio traffic while speaking and typing Enter accurate information into computer systems while maintaining active communication with callers and field units Quickly evaluate emergency situations and determine appropriate responses Maintain situational awareness while monitoring multiple radio channels, phonelines, and computer screens Remain focused and maintain attention to detail for extended periods of time Work Environment Considerations Communications Officers work in a 24‑hour emergency communications center environment and must be able to perform duties under stressful conditions. Officers regularly handle emergency calls that may involve serious injury, death, violence, crimes in progress, and other emotionally distressing situations. Officers may be exposed to disturbing or traumatic audio through 9‑1‑1 calls and radio transmissions and must be able to process and respond to such information in a professional manner. Officers must possess the emotional stability, judgment, and decision‑making ability necessary to perform the duties of a public safety telecommunicator. Performance Aptitudes Data Utilization: Ability to calculate and/or tabulate data Human Interaction: Ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards Equipment/Machinery/Tools Utilization: Ability to operate and control equipment, machinery, tools, or materials used in performing essential functions Verbal Aptitude: Ability to utilize a wide variety of references and descriptive data Mathematical Aptitude: Ability to perform addition, subtraction, multiplication, and division Functional Reasoning: Ability to apply principles of influence systems, exercise independent judgment, and develop approaches to resolve problems Situational Reasoning: Ability to exercise judgment, decisiveness, and creativity in situations involving evaluation of information against sensory or subjective criteria ADA Compliance Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, with occasional lifting or carrying of light objects (5‑10 pounds). Tasks may involve extended periods at a computer workstation. Sensory Requirements: Tasks require ability to perceive and discriminate sounds and visual cues. Environmental Factors: Essential functions are performed without exposure to adverse environmental conditions. #J-18808-Ljbffr