Communications Operator - Lateral Transfer

911 PUBLIC SAFETY COMMUNICATIONS OPERATOR – LATERAL POSITION

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, collects essential information from callers, enters the call information into the computer‑aided dispatch (CAD) system, and dispatches the appropriate first responders. The position supports police, fire, EMS, and other agencies during joint events.

The operator works in a 24/7 office environment with shifts:
Day (6am–2pm), Evening (2pm–10pm), and Overnight (10pm–6am). All new hires start on the evening and overnight shifts, including weekends and holidays.

• Receive all 911 and routine phone calls and department administrative calls using a multi‑line console, including TDD for the hearing impaired.
• Remain ready to take a call and respond as necessary.
• Interpret, condense, and prioritize information of the call; select the proper call type response.
• Keep callers on the line to provide the most current information to responders.
• Ask vital questions and provide pre‑arrival instructions to emergency personnel.
• Transfer or relay calls, individuals, or information to officers or other department members, and make secondary‑party calls (e.g., gas, electric, water) when needed.
• Operate the department’s multi‑channel radio equipment, maintaining clear tone, enunciation, and brevity.
• Monitor multiple radio channels and talk groups and understand their functions.
• Dispatch calls to the correct law‑enforcement, fire, or medical units via radio; monitor all radio traffic and keep units updated.
• Rapidly and accurately type all call information into CAD; operate multiple computer programs, understand system integration, and meet statistical requirements.
• Monitor the state computer system for time‑sensitive messages and update the NCIC database as needed.
• Greet and assist citizens entering the public lobby.
• Continuously review and update policies, procedures, and communications‑center manuals.
• Perform administrative work and print paperwork as directed.
• Train employees or officers on specific tasks.
• Perform related work as required.

• Knowledge of city geography and surrounding area.
• Knowledge of laws, regulations, and policies related to communications.
• Knowledge of police, fire, and other city departmental services and outside agencies.
• Knowledge of police and fire radio procedures.
• Skill in using radios, telephones, recording devices, teletype, computer systems, and related equipment.
• Ability to maintain confidentiality required by law and department guidelines.
• Ability to understand and execute oral and written directions and accurately relay information verbally and in writing.
• Proficient operation of all communications‑center equipment.
• Ability to work rapidly and accurately while entering, retrieving, and disseminating information via multiple applications.
• Ability to multitask effectively in a high‑stress environment.
• Organized, level‑headed, and trustworthy.
• Ability to foster and maintain effective relationships with employees and the public, providing pleasant customer service.
• Ability to manage and prioritize calls during high‑volume periods.
• Ability to take control of difficult situations to obtain information from excited or agitated individuals.
• Ability to prioritize tasks and adapt to each situation quickly.
• Ability to make minor decisions in accordance with established law, regulations, and policies.
• Remain calm under all types of emergency or emotional situations.
• Perform work accurately and in detail to keep responders safe and informed.
• Work long hours when necessary.
• Possess or obtain Iowa Online Warrants and NCIC certification within 6 months of hire.
• Obtain ILEA Telecommunicator Basic Training certification within one year and maintain it throughout employment.
• Certified Training Operator (CTO) certification desirable.
• Annual recertification for IOWA/NCIC required.

• Read, speak, write, and understand…