911 Communications Operator

Job Description

Job Description

911 PUBLIC SAFETY COMMUNICATIONS OPERATOR POSITION

APPLICATIONS ARE DUE BY: Open Until Filled

REQUIREMENTS:

• Must be a citizen of the United States and a resident of the state of Iowa or intend to become a resident upon employment. 
• Must be a high school graduate with a diploma or possess a G.E.D. equivalency certificate.
• This position requires availability for night shift, holidays and weekends. 
• See job description below for complete information.

APPLICATION CHECKLIST:

• Completed City of Marion Application (cover letter and resume is required)
• Military Discharge Separation Papers - DD214 showing box 24: Character of Service (if applicable) Honorable Discharge (required for Veteran's Preference Points)
• Current phone number and email address

Communication regarding the hiring process will be sent to the email provided on your application. Please monitor your email closely throughout this process for confirmations and updates. 

JOB INFORMATION

Job Title: Communications Operator

Civil Service: No

Department: Marion Public Safety Communications

Bargaining Unit: Yes

Reports to Position: Communications Manager

Pay Grade: Per MPPA Contract

Location: Police Department

Overtime Status: Paid Overtime

Effect. Date: 01/01/2020

FLSA Status: Non-Exempt

JOB SUMMARY

This is a non-management position within the Public Safety Communications Center of the Marion Police Department. A Communications Operator serves the community by answering emergency and routine calls via phone, radio, or other devices and gathers essential information from callers; enters the call information into the computer-aided dispatch (CAD) system and dispatches the appropriate first responders to the scene as needed. The operator provides dispatch and communication support services for police, fire, EMS, and can require the coordination of other related service agencies during joint events. Work is performed in accordance with federal and state laws as well as departmental regulations, policies, and routines. This position has 3 shifts: Day Shift - 6 am - 2 pm; Evening Shift - 2 pm - 10 pm; and Overnight Shift 10 pm - 6 am. Shifts are bid on every 6 months by seniority with all new hires working evening and overnight shifts, including weekends and holidays. 

ESSENTIAL JOB DUTIES/WORK PERFORMED

• Must not pose a direct threat to the health or safety of other individuals in the workplace or citizens encountered during work.
• Receive all 911 and routine line phone calls, as well as the police department administrative phone calls by operating a multi-line telephone console system including telecommunications device for the deaf (TDD) or hearing-impaired.
• Must always be ready to take a call and respond as necessary.
• Accurately interpret, condense, and prioritize information relevant to the call; select proper call type responses.
• Keep callers on the phone, if necessary, in order to provide responders with the most current information to handle the call safely and efficiently.
• Ask vital questions and provide pre-arrival instructions for emergency personnel.
• Transfer or relay calls, individuals or information to officers or other members of the department or make secondary party calls to others as needed or requested. (i.e.: gas, electric, water, etc.)
• Operate the department’s multi-channel/multi-agency radio equipment; be clear in tone, enunciation and volume; be concise giving details in an accurate, brief and logical order over the radio.
• Monitor multiple radio channels and talk groups and understand their functions.
• Dispatch calls to correct law enforcement, fire or medical personnel via the radio equipment, monitoring all radio traffic, keeping units updated with accurate information.
• Rapidly and accurately type all call information or officer-initiated activity into the computer-aided dispatching (CAD) system; efficiently operate multiple computer programs, understand the system integration and stat-based requirements; quickly log, retrieve and/or disseminate information as needed or requested.
• Monitor the state computer system for attempt to locates or time-sensitive messages from other agencies; Utilize the state computer system to enter and modify information into local, state, and national computer database National Crime Information Center (NCIC).
• Greet and assist citizens walking into the public lobby; for information or requesting officer response.
• Continuously review policies and procedures and update communications center manuals as required.
• Perform administrative work and print paperwork as needed or requested by officer.
• Train employees or officers on specific tasks as needed.
• Perform related work as required.

REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS

• Knowledge of City geography and surrounding area.
• Knowledge of laws, regulations, and policies pertaining to the communications function.
• Knowledge of the services provided by the police department, fire department, other City departments, and outside agencies.
• Knowledge of police and fire radio procedures.
• Skill in the use of radios, telephones, recording, teletype, computer systems, and other related equipment utilized by the communications center.
• Ability to maintain confidentiality required by law and department guidelines.
• Ability to understand and execute oral and written directions as well as the ability to accurately relay information verbally and in writing.
• Ability to proficiently operate the equipment located in the communications center.
• Ability to work rapidly and accurately while entering, retrieving and disseminating information via multiple applications.
• Many of the work duties listed are completed simultaneously; must be able to multitask effectively using a number of computer programs, phones, recordings, radios, and other related equipment in a high stress environment.
• Must be organized, level-headed, and trustworthy.
• Ability to foster and maintain effective working relationships with fellow employees and the public providing competent, pleasant customer service.
• Ability to manage and prioritize calls during times of high call volume or when a partner is not present.
• Able to take control of difficult situations in order to obtain information from excited or agitated individuals in person or by phone.
• Ability to constantly prioritize tasks and adapt to each individual situation in a short amount of time.
• Ability to make minor decisions in accordance with established law, regulations, and policies.
• Ability to remain calm under all types of emergency and/or emotional situations.
• Able to perform work accurately and in detail, keeping emergency responders safe and informed.
• Ability to work long hours when necessary.
• Currently possess or must obtain Iowa Online Warrants and Articles (IOWA) / National Crime Information Center (NCIC) Certification within 6 months of hire.
• Currently possess or must obtain ILEA Telecommunicator Basic Training Certification within one year and maintain throughout employment. 
• Certified Training Operator (CTO) Certification desirable.
• Annual recertification for IOWA/NCIC required.

ESSENTIAL FUNCTIONS/PHYSICAL REQUIREMENTS

• Ability to read, speak, write, and understand English to effectively communicate with citizens and employees by telephone, in written form, or face-to-face.
• Ability to operate telephone, computer keyboard, calculator, switchboard, teletype, photocopier, and similar electronic and manual office machines.
• Ability to monitor and respond to all required police radio traffic.
• Ability to sit for long periods of time for typing and computer work.
• Ability to bend, reach, climb, stoop, and lift 40 pounds for filing and records retrieval.
• Ability to muti-task in a high stress environment. 

QUALIFICATIONS

• High school diploma or G.E.D. is required, additional course work desirable.
• No experience is required, however, working knowledge and experience in the use of computers, records management, computer aided dispatching and/or communication equipment is preferred.

WORKING CONDITIONS

• Work in a 24/7 office environment that includes evening, nights, weekends, and holidays; extended hours may be required during emergencies.
• Work may require call in without notice for forced overtime 24/7. 
• Work in a potentially stressful environment with constant exposure to urgent, time-sensitive situations requiring immediate action. 
• Emotional resilience is required. Must remain calm, focused, and professional despite verbal hostility or emotionally charged exchanges. 
  

REQUIRED BACKGROUND CHECKS

• Sex Offender Registry
• Criminal Background Check
• Drug Screening
• Driving Record
• Pre-Employment Physical
• Polygraph

QUESTIONS

Contact City of Marion Human Resources at View phone number on us.fitly.work

Contact Communications Center Manager at View phone number on us.fitly.work