Communications Officer

Purpose of Classification

The purpose of this classification is to communicate, 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.

• 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 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 (may be required to work night shift, rotating shifts, extended shifts, or mandatory overtime)
• 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 upon renewal in accordance with 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…