Communications Officer

Job Title: Communications Officer The purpose of this classification is to 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. The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. 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 Computer-Aided Dispatch (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. Communications Officers may be required to work night shift, rotating shifts, extended shifts, or mandatory overtime in order to maintain continuous 24-hour emergency communications center operations. 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 undergo and successfully complete future drug test and/or alcohol screening pursuant to the City's Drug and Alcohol policy. 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. Employees may be required to perform other duties as assigned that are related to the essential functions of the position. High school diploma or GED required; experience in public safety telecommunications preferred. Applicants must demonstrate the ability to type a minimum of 30 w.p.m. 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. Attendance at this academy is mandatory as a condition of employment and consists of approximately four (4) weeks of training. Continuing education requirements include 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. Must also complete the Henderson Emergency Communications Center training program which begins upon employment. This structured program provides the foundational knowledge required to perform the duties of a Communications Officer and is expected to be completed within approximately fifteen (15) weeks. Employees must be able to travel and attend required training, including mandatory training at the Department of Criminal Justice Training (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 Communications Officers must be able to perform the following 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 situation 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. Communications Officers work in a 24-hour emergency communications center environment and must be able to perform duties under stressful conditions. Communications Officers regularly handle emergency calls that may involve serious injury, death, violence, crimes in progress, and other emotionally distressing situations. Communications 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. Communications Officers must possess the emotional stability, judgment, and decision making ability necessary to perform the duties of a public safety telecommunicator. Communications Officers must be able to work in a high-stress environment requiring rapid decision-making, multitasking, and sustained concentration. Data Utilization: Requires the ability to calculate and/or tabulate data. Includes performing subsequent actions in relation to these computational operations. Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations. Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. Verbal Aptitude: Requires the ability to utilize a wide variety of references, descriptive, and/or advisory data and information. Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division. Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems. Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable. ADA Compliance Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a computer workstation. Sensory Requirements: Tasks require the ability to perceive and discriminate sounds and visual cues or signals. Tasks require the ability to communicate effectively orally and in an organized format. Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions. This job description does not constitute a contract of employment. Any oral or written statements