Communications Officer

Job Announcement

City of Myrtle Beach, South Carolina Classification Description

Classification Title: Communications Officer

Purpose of Classification: The purpose of this classification is to perform technical call response tasks by receiving emergency and non-emergency calls, dispatching calls, and documenting related information in compliance with State and Federal policies, regulations and laws.

Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Receives calls on the City's emergency 911 system, including emergency calls, non-emergency calls, TDD calls, and language lines.

For non-emergency calls, which include city-owned business telephones rerouted after hours and holidays to dispatch center such as Pelicans stadium, water department emergency and routine lines, sanitation and city recreation centers; provides information, answers questions, takes messages, and/or refers caller to appropriate staff; contacts various other departments as needed to resolve problems such as streetlights being out, downed street signs, roadway debris, and power outages.

For emergency calls, obtains information from callers and determines the appropriate agency to respond to the need for assistance; contacts and dispatches the correct agency; provides agency with information needed to respond appropriately and to ensure personnel/officer safety; works to keep caller calm; monitors status of response; and contacts wrecker services and utility companies as needed; notifies hospitals of incoming trauma patients when requested by the medic.

Logs incoming calls and dispatch information into an automated system; utilizes National Crime Information Center terminal; enters information pertinent to incoming calls, dispatched agencies, response time and actions taken; and maintains records of calls and dispatching activities; records all officer calls, dispatch time, arrival time and complete time; files required documentation, files, requests and responses; notifies supervisors of active calls pending, noting in the call the notification and plan of action; maintains contact with callers for in-progress calls until units arrive on scene.

Monitors a variety of radio frequencies; monitors weather conditions via NCIC National Weather Service messages and other media sources; alerts field personnel to weather conditions; monitors other frequencies to communicate with law enforcement, ambulance, fire and other emergency services providers; provides information to and/or obtains information from field personnel regarding emergencies, incident scenes, directions, and status; monitors the fire alarm panel for city buildings, and dispatches resources if necessary.

Performs computer and NCIC criminal background checks on criminals as well as victims and law enforcement job applicants; handles NCIC inquiries on driver's licenses, vehicle tags, stolen articles and property, guns, wanted and missing persons, and warrants and summons; completes monthly validations on NCIC entries for guns, vehicles, gang members, missing and wanted persons; provides various information from computer database as requested by officers.

Performs various administrative support activities such as entering, updating and retrieving information from databases; enters law enforcement information into databases; maintains communication logs; queries data bases upon request; enters trespass warnings, up to date key holder information, and enters and removes bench warrant information; researches warrant information, driver's licenses and tags; reviews criminal histories when entering warrants to decide what cautions should be included; performs warrant verifications using NCIC and RMS, and checking warrant files not entered into computerized system; submits information to appropriate staff; and performs system backups and reboots servers as needed; archives NCIC records as needed; checks local hospitals and jails before entering missing persons into NCIC.

Ensures compliance with all applicable laws, rules, regulations, standards, policies, and procedures: ensures adherence to established safety procedures; monitors work environment and use of safety equipment to ensure safety of employees and other individuals; initiates any actions necessary to correct deviations or violations.

Prepares or completes various forms, reports, daily shift reports, inquiry forms, incident reports, case logs, training reports and evaluations, trouble reports, memos, spreadsheets, or other documents; enters bolos into the CAD bolo list as requested by other agencies via NCIC, phone, officers, or citizens.

Receives various forms, reports, vehicle reports, criminal reports, training reports, weather advisories, daily shift reports, trouble reports, incident reports, case cards, updates, NCIC information, codes, ordinances, policies, procedures, manuals, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate; receives emails containing code, ordinance, and policy changes; refers to manuals, reference materials, and other documentation as needed; receives tow information for all private property tows and repossessed vehicles within the city limits, enters information into the CAD tow log.

Communicates with supervisor, City employees, the public, law enforcement, fire, and medical personnel, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, resolve problems, or give/receive advice/direction; communicates with private beach service personnel via radio and dispatch police or fire services at their request; notifies command staff of major incidents through a specified protocol; calls wrecker and taxi companies when requested by officers or for city vehicles needing to be towed to city shop.

Maintains a comprehensive, current knowledge and awareness of applicable laws, regulations, policies and procedures; maintains an awareness of new equipment, procedures, trends and advances in the profession; reads professional literature; maintains professional affiliations; participates in continuing education activities; attends shift meetings, workshops and seminars as appropriate.

Operates an NCIC terminal, a personal computer, and general office equipment as necessary to complete essential functions, to include the use of emergency communications software, word processing, spreadsheet, database, or other system software; reboots computers as directed; maintains equipment through changing ink toner cartridges, adding paper to printer, and cleaning equipment as needed.

Assists in various training duties; trains new communications officers in all job duties; completes daily observation reports for officers in training; assists in call taking training for detention officers; teaches training classes to fellow employees and outside agency personnel such as NCIC training.

Trains for the duration of a two week course through the South Carolina Criminal Justice Academy, which includes staying on campus and passing all required exams; completes mandatory training classes through department and city.

Additional Functions: Performs clerical support tasks which may include locating telephone numbers and addresses, researching/contacting business/residence key holders as necessary; performs pager and/or phone tests as required.

Takes and relays messages to officers, other divisions, or local agencies; places calls for officers and supervisors.

May have to perform paper dispatching, including call taking cards and radio logs, in the case of computer issues or power outages in the dispatch center.

Performs other related duties as required, requested and assigned.

Minimum Qualifications

High school diploma or GED; vocational/technical training in telecommunications preferred; little or no previous experience or training. Must possess and maintain a valid South Carolina driver's license. Must be at least 18 years of age. Must attain State of South Carolina Telecommunications and/or NCIC certification(s) within one year of hire date and maintain valid certification(s) thereafter. May be required to obtain and maintain Cardiopulmonary Resuscitation (CPR) and First Aid certifications. May be required to attain and maintain other certifications as related to position.

Competencies: Core Competencies These competencies are identified by City of Myrtle Beach leadership and must be demonstrated by all employees across the organization.

Self-Development - Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works to compensate for weakness and limits

Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain

Ethics and Values - Adheres to an appropriate and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect

Public Service - Demonstrates the competency of public servant by serving the needs of our community and going the extra mile to ensure our residents are taken care; shows attention to small details

Approachability - Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower - getting informal and incomplete information in time to do something about it