Communications Officer II Job Description

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CHARACTERISTICS OF THE CLASS

Under the general supervision of the Communications Shift Supervisor, the Communications Officer II performs 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 calls and taking appropriate action including the dispatching of fire units. Work involves the receipt and transmission of a large volume of radio and telephone messages, monitoring of alarm systems, public contact, and information transmissions and storage. At the completion of the required training period, the Communications Officer II must be able to perform all the duties/responsibilities of a Communications Officer I & II. Work is 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. Successful completion of the Communications Officer Training Program to include progression to Communications Officer III within 12-months of hire as a Communications Officer I with a maximum probationary period of 18 months from date of hire.

 

EXAMPLES OF DUTIES

A. ESSENTIAL FUNCTIONS

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

Aids and assists the public with general information

Takes messages

Maintains required logs and related records.

Receives and accurately registers complaints in Computer Aided Dispatch System.

Operates manual system in the even of a CAD failure.

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

Communicates with the news media.

Operates FCIC/NCIC computer.

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

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

Dispatch and monitor fire units.

Monitors 911 calls for fire or medical emergency services response.

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

Interpret maps and provide clear/accurate directions.

 

REQUIREMENTS

A. TRAINING AND EXPERIENCE

Individual must have completed training in dispatching fire units and successfully perform the functions of Communications Officer I.

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 modern practices, procedures, and equipment with in the Communication Center operations.

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-stress 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 emergency circumstances based on technical standards, criteria and policies.

Ability to remember numerous details and quickly re-call 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 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 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 or radio 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 - 05/19/2011