Communications Officer I Job Description

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CHARACTERISTICS OF THE CLASS

Under the general supervision of the Communications Shift Supervisor, The Communication Officer I must complete the necessary training to perform specialized clerical and public contact work in receiving and transmitting messages for the City’s emergency services, and other duties associated with the Communication Center. Work involves responsibility for answering emergency and non-emergency phone calls and taking appropriate action, telephone messages, the monitoring of alarm systems, handling public contact, and information transmissions and storage. At the completion of the required training and certification for Communication Officer I, progression into Communication Officer II will be required within eight (8) months and progression to Communications Officer III within twelve (12) months of hire as a Communications Officer I, with a maximum probationary period of eighteen (18) months from date of hire. Communications Officer I must be able to perform all the duties as performed in accordance with established procedures, policies, and guidelines. Work is reviewed though direction, observation, conferences, and from results obtained. Performs other duties/responsibilities as required. This class is characterized by continued development of academic and professional knowledge as required by the Florida Department of Health 911 Public Safety Telecommunication Program and the professional requirements of the City of Melbourne Communication Center.

 

EXAMPLES OF DUTIES

A. ESSENTIAL FUNCTIONS

Attends the next available State of Florida Department of Health accredited 911 Public Safety Telecommunication Course. Maintains an academic level which complies with the standards established by the accredited training facility and the Florida Department of Health.

Successfully completes and attains Florida Department of Health 911 Public Safety Telecommunication Certification as required by Florida State Statue 406.465.

Successful completion of a two week Communication Orientation

Receives telephone communications and transfers them to appropriate person, department or agency.

Aids and assists the public with general information.

Takes messages.

Receives telephone communications and transfers them to appropriate person, department or agency.

Aids and assists the public with general information.

Maintains required logs and related records.

Receives and accurately registers complaints in Computer Aided Dispatch System.

Operates manual system in the event of a CAD failure.

Assists officers/fire personnel and other department personnel within the means provided in the Communication Center.

Operates FCIC/NCIC Computer

Communicates with the news media.

Operates 911 and related equipment, to include non-emergency phone and T.D.D. (Telephone device for the hearing impaired)

Operates other related equipment, i.e. FAX machine, copy machine, two-way radio, etc.

Interpret maps and provide clear/accurate directions.

Monitors alarms in the Communications Center (booking alarm, 911 alarm, generator alarm, stake out alarm, etc.)

REQUIREMENTS

A. TRAINING AND EXPERIENCE

High School diploma or GED. Dispatcher, or telephone operator experience or progressively responsible work experience involving public contact and a fast paced environment. Emergency dispatch experience is beneficial. Ability to type 40 cwpm. Typing test from Brevard Workforce must be submitted with employment application to be considered. Applicant must meet all Florida Department of Health requirements to be certified as a 911 Public Safety Tele-communicator. Must pass Critical testing with a score of 4100 key Strokes Per Hour or better and overall score an 80% or higher. Must pass background investigation, and polygraph examinations. Candidate must be able to achieve certification of the Florida Department of Health 911 Public Safety Telecommunication testing and be certified with in one (1) year of employment start date. Applicant must be able to achieve FCIC/NCIC certification within six (6) months of employment and maintain a valid certification through employment.

 

B. KNOWLEDGE, SKILLS, AND ABILITIES

Ability to type with speed and accuracy while conversing with callers.

Ability to accomplish multiple tasks in an efficient manner.

Knowledge of geography of the City's surrounding area.

Knowledge of the principles of telephone, computers and related communications equipment.

Ability to operate a telephone, or Teletype equipment, to include Teletype radio channel quickly and accurately under non-stressful and stressful work conditions.

Ability to think and act quickly, calmly, and accurately in emergency situations.

Ability to discern several conversations simultaneously, disseminate appropriate information, prioritize actions and respond in an effective manner.

Ability to condense and organize large amounts of information into readable, sensibly typed remarks in a timely manner and recall numerous acronyms and type codes essential to efficient and accurate call processing.

Ability to make timely and appropriate decisions under emergent circumstances based on technical standards, criteria and policies.

Ability to remember numerous details and quickly recall essential information.

Ability to understand and follow oral and written instructions.

Ability to speak clearly and concisely in a well modulated voice.

Ability to operate a variety of machines and equipment.

Ability to establish and maintain effective working relationships with others and to detect complete and accurate information from the general public when they may be in a distressed or confused state.

Ability to accomplish multiple tasks in an efficient manner.

Ability to accurately maintain data files.

Ability to work various schedules including days, evenings, midnight, weekends, and holidays.

 

C. PHYSICAL AND MENTAL REQUIREMENTS

Ability to hear and understand conversation of the English language spoken in a normal tone of voice and in a low or high pitch, whisper or loud voice and with an accent.

Ability to read and understand printing and cursive writing in the English language. Read a computer screen.

Ability to work effectively while under stress.

Ability to write cursive or print in a legible and easily understood manner.

Must have physical dexterity to operate a computer keyboard.

Ability to learn and apply complex tasks and retain the knowledge to complete the tasks without assistance.

Ability to sit for extended periods of time in excess of four (4) hours at a time.

Ability to carry items which may weigh between one (1) and fifteen (15) lbs. for a distance of ten feet or less.

Ability to bend, squat or stoop to retrieve items from floor level.

Ability to lift items one (1) to fifteen (15) lbs. to shoulder height.

Ability to report to work on short notice or work extended hours when necessary.

Ability to work with equipment that emanates microwaves, generate static electricity and radio waves and generate a constant low-level noise.

Ability to talk on a telephone and type on a computer keyboard at the same time.

Ability to speak in a clear, concise and well modulated understandable voice in the English language.

Obtain and record accurate information by means of conversation.

 

THIS JOB DESCRIPTION IS NOT INTENDED TO BE AND SHOULD NOT BE CONSTRUED AS AN ALL INCLUSIVE LIST OF ALL THE RESPONSIBILITIES, SKILLS OR WORKING CONDITIONS ASSOCIATED WITH THE POSITION. WHILE IT IS INTENDED TO ACCURATELY REFLECT THE POSITION ACTIVITIES AND REQUIREMENTS, MANAGEMENT RESERVES THE RIGHT TO MODIFY, ADD OR REMOVE DUTIES AND ASSIGN OTHER DUTIES AS NECESSARY. THIS JOB DESCRIPTION DOES NOT CONSTITUTE A WRITTEN OR IMPLIED CONTRACT OF EMPLOYMENT.

Revision Date - 06/9/2015