Communications Officer

General Description

Come join our 911 team! Through classroom and hands‑on training, we will teach you to listen to first responders on radio channels, talk to distraught callers and type life‑saving information into our state‑of‑the‑art computer system. Because 911 never closes, we serve as a vital link between the citizens of Roanoke County and other services provided, including utility companies. You will perform technical work, ensuring the prompt answer of incoming emergency and non‑emergency requests for police, sheriff, fire and emergency medical services and for the timely and efficient dispatch of the appropriate units.

You will monitor a variety of frequencies and serve as a vital link to the units deployed. This position is in a trainee capacity, learning the duties of the Communications Officer. You will perform other duties as assigned.

• Position handles incoming and outgoing telephone call taking responsibilities for both emergency and non‑emergency telephone lines.
• Qualified and required to operate both radios: law enforcement and Fire/EMS.
• Follow established agency policies and procedures, being aware of liability to the agency, and adhering to federal disclosure and privacy laws.
• Follow and adhere to all industry, local, state and federal guidelines, policies, and requirements to ensure effective and efficient operations in the 9‑1‑1 environment.
• Completes and maintains all testing, training, and certification as required by constituted authority or mandated by statute.
• Uses worktime in an efficient manner, consistent with the departmental mission and values and within the current workload demand, under minimal supervision.
• Provide pre‑arrival and post‑dispatch instructions to those that are requiring assistance during high‑stress situations in accordance with Emergency Medical Dispatch guidelines, such as CPR, childbirth, active shooter, entrapments, etc.
• Monitors and updates the activity and status of all on‑duty field personnel (units) via the Computer Aided Dispatch (CAD) and mapping software systems.
• Utilize language interpretation services, coordinate with mental health resources, text‑to‑911, or other appropriate methods to assist distressed callers, individuals with communication barriers, or those experiencing cognitive, sensory, emotional or situational challenges.
• Operate a sophisticated workstation comprised of multiple computer systems and monitors, CAD software and GIS, state and federal clearinghouse, call handling and text‑to‑911 sessions, as well as communications systems such as radio dispatch consoles and recording systems.
• Works various assigned hours and shifts as required for continuous operation of the ECC at the primary or backup location.
• Performs job tasks effectively in a professional manner under varying levels of stress and activity.
• Remains alert to the conditions within the ECC at all times while on duty.
• Maintains and upgrades professional knowledge, skill and development by attending seminars, training programs and reading trade and professional journals and publications.
• Apprises the Team Supervisor of any training requirements, personnel or equipment issues on a regular basis.
• Performs other duties as assigned.

• Education:
  
  High School diploma or equivalent.
• Experience:
  
  Previous experience in a customer service role, either in person or over the phone, that demonstrates the ability to communicate effectively, actively listen, and professionally interact with the public in stressful or fast‑paced environments.
• Certifications / Licenses:
  Must complete the call taker in‑house training, Virginia DCJS Basic Dispatch training. Must obtain CPR/AED and Emergency Medical Dispatch (EMD) certifications.

Knowledge, Skills and Abilities:

Some knowledge of geographic streets, buildings, and jurisdictional boundaries; basic skill operating all software and hardware related to performance of duties; ability to communicate effectively with internal staff, citizens, and other departmental staff in a courteous and professional manner; some knowledge of police and fire safety tactics as they relate to communications; ability to quickly…