Communications Officer

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this document are representative of the knowledge, skill, and/or ability required. Boone County provides reasonable accommodation to qualified employees and applicants with known disabilities who require accommodation to complete the application process or perform essential functions of the job unless the accommodation would cause an undue hardship.

As a 911 Emergency Communications Officer, under general supervision, you will be responsible for receiving, recording, and dispatching 911 calls to the appropriate emergency public safety personnel. Duties are performed in an Emergency Dispatch Center environment which is fast-paced, and very often stressful. Emergency Communications Officers must provide excellent customer service to the public while exercising considerable tact and firmness in obtaining information from distressed person(s).

Some of the responsibilities are below but the list is not limited to only these functions.

• Answer 911 emergency and non-emergency calls from the public utilizing a variety of communications devices such as telephone, radio, and computer.
• Assist inbound calls, from our internal customers, with citizen information, BMV records, jail information, background reports and other related information efficiently and expeditiously.
• Obtain pertinent information from incoming calls in a prompt and courteous manner.
• Obtain pertinent information from incoming calls in a prompt and courteous manner.
• Managing challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, adolescent, angry, or foreign-language-speaking callers.
• Providing direct counseling to suicidal person(s), domestic violence victims, and children.
• Classify and prioritize calls to establish and coordinate the proper public safety response.
• Dispatch the appropriate resources such as police, fire, EMS, EMA and/or other emergency personnel as appropriate. Coordinate mutual aid when required.
• Operating a sophisticated work station comprised of multiple computer systems such as, Computer Aided Dispatch System (Caliber CAD) to record data promptly and accurately from all calls in addition to using geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, all while maintaining the use of communications systems such as monitoring radio communications and recorded telephone systems.
• Efficiently operate computer terminal connected to IDACS, NCIC, and the BMV to obtain and relay essential information to emergency response personnel.
• Use knowledge of law enforcement, fire and EMS protocols to prioritize and sequence calls promptly in ample time with limited or no supervision.
• Monitor the status of public safety units to ensure officer safety and availability of services.
• Demonstrating clear and effective communications and active listening with public safety responders using appropriate terminology, codes and signals
• Efficiently operate multiple communications devices and computer terminals concurrently to insure swift and appropriate responses to calls.
• Maintaining communication during life-threatening emergencies, providing safety/lifesaving instructions, and maintaining control of the conversation until field units arrive on the scene.
• Utilizing training and reference resources when determining the nature and priority of the emergency incidents that have live-streaming videos, graphic images, and text.
• Documenting thoroughly and accurately all incident activities while maintaining awareness of scene activity.
• Monitor alarms and security systems both internally and externally.
• Use mass notification software, including social media platforms, to keep the public informed of emergency incidents.
• Completing training, certifications, and competencies as needed by actively seeking training, maintaining certifications required for assigned Public Safety Telecommunicator (PST) position, and completing continued education and career development as needed.
• Perform other duties as…