Communications Officer II

The purpose of this classification is to answer and process emergency and non-emergency calls through the E-911 Communications Center and to dispatch emergency personnel and first responders. Incumbents in this classification are fully trained on all department systems and are able to handle most calls independently.

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS:

* Answers incoming emergency and non-emergency voice and Telecommunication Device for the Deaf (TDD) calls from the public: determines nature of call and correct signal and/or code; enters information into the Computer Aided Dispatch (CAD) System; and advises supervisors of all priority calls.

* Provides lifesaving and pre-arrival instructions to callers in emergency medical situations: remains available to callers while units are in route; and checks medical status.

* Dispatches the appropriate agency personnel to scene through use of radio and CAD systems: coordinates multi-unit response calls; maintains awareness of available response units; dispatches calls to available units; maintains contact with response units to provide information and instructions regarding emergencies; and assists in the coordination of correct response to emergencies.

* Utilizes computer to enter and retrieve data/information related to police, fire, and emergency medical service activity: retrieves and relays information from the Georgia Crime Information Center (GCIC) and National Crime Information Center (NCIC), such as driver's license, weapon registration, vehicle tag, article identification numbers, date of birth, etc. to law enforcement personnel.

* Identifies incorrect or outdated information contained in the CAD: prepares and completes update forms for changes of street names and/or addresses; and submits to supervisor for verification.

* Contacts complainants, alarm companies, wreckers, EMS, and other agencies: confirms warrants at the request of law enforcement officers; relays information regarding located, recovered, or stolen articles; and relays other information as required.

* Serves as an on-the-job training specialist: assists in training policies and procedures for E-911 Communications Officer I job requirements; monitors calls for and ensures compliance with policies and procedures; assists with unusual/difficult situations; tracks progress of the trainee; and writes reports regarding the same.

* Monitors, instructs, and participates with trainee in answering 911 emergency and non-emergency calls: determines nature of the call and correct signal and/or code; enters information into the Computer Aided Dispatch (CAD) System; and advises supervisors of all priority calls.

* Testifies in court as needed; may be called to testify as the owner of a voice on an E-911 recording and/or to be a witness that a call was received.

* Perform other duties of a similar nature or level.

Education:

High school diploma or GED.

Experience:

Two years of work experience that shows an ability to maintain steady employment in any field.

Knowledge/Skills/Abilities:

* Considerable knowledge of telephone procedures and equipment.

* Proficiency in working within deadlines, and report preparation.

* Demonstrated ability to perform multiple tasks at one time.

* Good communication skills, both oral and written.

* Demonstrated ability to work independently.

* Considerable knowledge of operations of governmental departments and procedures, governmental and departmental policies, and applicable state and local rules and regulations.

* Strong understanding of the factors relating to crisis intervention and calming techniques.

* Skill in the operation of computers.

* Excellent interpersonal communication skills, both written and oral.

* Strong people skills.

* Type at least 30 wpm.

Licensing/Certification:

* Must possess and maintain the following certifications: GCIC and NCIC, Cardiopulmonary Resuscitation (CPR), Emergency Medical Dispatch (EMD), and certification on all dispatch consoles.

* Must successfully complete Communications Officer II training.

PERFORMANCE APTITUDES:

* Data Utilization:
Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

* Human Interaction:
Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project, and resolve typical problems associated with the responsibilities of the job. And requires the ability to provide semi-formal training to others in specific areas using furnished teaching materials.

* Equipment:
Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

* Verbal:
Requires the ability to utilize a wide variety of reference, descriptive, and/or…