Communications Technician

Emergency Communications Technician

This is responsible communications work for receiving and dispatching emergency calls for the City of Westerville, Fire/EMS calls for Blendon Township, and mutual aid requests from neighboring agencies. Providing appropriate post-dispatch/pre-arrival instructions such as CPR, in order to provide necessary assistance to the caller/patient and control the situation prior to the arrival of emergency responders. Answers calls from landline 9-1-1 as well as serving the northeast quadrant answering point for wireless calls in Franklin County, the seven digit emergency lines, and additional lines available to the public and after business hours other lines from various City departments. Conducting appropriate interrogation, controlling the call to obtain and evaluate the information provided to determine what assistance is needed and what type of response should be sent. Maintaining LEADS terminal and its security, making entries and cancellations into LEADS/NCIC in an accurate manner being certain that information is current and complete.

Supervision

Under the general supervision of the Communications Supervisor, the Communications Technician is responsible for operating the City's communication systems to receive and dispatch emergency calls, listening attentively to radio transmissions, and maintaining non-emergency contacts for public assistance.

Essential Functions of Work

• Operate communication systems to receive and dispatch emergency calls for the City of Westerville, Blendon Township, and neighboring agencies; provide post-dispatch/pre-arrival instructions such as CPR to assist callers and control situations until emergency responders arrive; answer calls from landline 9-1-1, wireless calls, seven-digit emergency lines, and other public lines; conduct interrogation to evaluate information and determine necessary assistance and response type; maintain LEADS terminal security, making accurate entries and cancellations in LEADS/NCIC.
• Communicate clearly and effectively under stressful conditions; listen attentively to radio transmissions; attend to information requests from multiple parties; comply with state, federal, and local regulations regarding emergency communications and criminal history information release; maintain continuous communication with police officers and fire personnel during emergency responses; dispatch non-emergency responders after hours based on call type and service request.
• Monitor emergency services radio frequencies and support radios for other city departments; act as an answering point for city departments after hours; serve as a contact for outside resources like Columbia Gas and AEP; maintain non-emergency contacts for public assistance; reply to sensitive information requests from law enforcement agencies and city records.
• Act as call taker, answering emergency calls, determining emergency details through interrogation, providing pre-arrival instructions, and completing offense and complaint records; act as dispatcher, maintaining contact with officers and fire personnel, dispatching responders based on priorities, and ensuring responder safety; act as administrative dispatch, logging call information, using LEADS for checks and messages, and maintaining records of transactions and sensitive information requests.
• Monitor city department radio frequencies and cameras for police and fire facilities; monitor secure doors within the police building; monitor additional frequencies for neighboring agencies; monitor power outages and weather emergencies; dispatch Box15 and NAS-T hazmat response; ensure functionality of radio equipment, CAD system, phones, and other equipment; use Vesta Communicator for notifying emergency personnel; coordinate mutual aid responses with agencies.
• Meet all job safety requirements and all applicable safety standards that pertain to essential functions; must demonstrate regular and predictable attendance; maintain required licenses and/or certifications.
• Performs other duties as assigned.

Equipment Operated: The following are examples only and are not intended to be all inclusive: Calculator, computer, computer software (e.g., Microsoft Office, and other applicable computer software programs), mobile phone, copier, scanner, telephone, postage machine, and other standard modern business office equipment.

Physical Requirements / Work Environment: Has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); has contact with potentially violent or emotionally distraught persons; uses or works in the proximity of firearms; this is considered sedentary work and the employee must demonstrate the ability to perform the physical demands required of the position in accordance with the U.S. Department of Labor's physical demands strength ratings. In cases of emergency, unpredictable situations, and/or department needs, may be required to lift, push, pull, and/or carry objects heavier than D.O.L. strength ratings recommend.

Minimum Requirements of Work

• Completion of secondary education or equivalent (high school diploma or GED); and
• Related experience
• Within one (1) year of employment, obtain and maintain an EMD certification and certification from the State of Ohio to operate the criminal computer system and the LEADS computer system. Continuing education and compliance with standards for semi-annual testing of TTY/TDD competence.
• Must possess and maintain a valid State of Ohio driver's license and must remain insurable under the City's vehicle insurance policy.
• Any combination of education, training, and/or experience equivalent to the minimum qualifications stated above.

Knowledge, Skills, and Abilities

Knowledge of methods and procedures of modern radio communications; streets and locations and the geography of the city and adjacent areas; rules and regulations regarding the release of criminal history information; state and local laws and codes; emerging technologies such as VoIP and NG9-1-1 that impact Communications; liability issues relevant to emergency communications; city goals and objectives; city policies and procedures. Skill in use of modern office equipment and software; computer operation; critical thinking; communication; judgment, and decision making. Ability to handle sensitive public contacts and to deal tactfully, courteously and authoritatively with the public in person and over the telephone; analyze situations quickly and objectively and to determine appropriate courses of action; prioritize and coordinate requests for service; respond to emergency calls in an effective, efficient, and calm manner; enter/type data into a computer terminal; understand and follow complex oral and written instructions and to pass on oral and written information; establish and maintain effective working relationships with other employees, other public safety agencies, and the general public; work unusual hours, holidays, and flex shift assignments; demonstrate professionalism; apply management principles to solve agency problems.