Communications Center Dispatcher/Operator

Federal Reserve Bank of Philadelphia•Kansas City, MO

17d•Onsite

About The Position

The Federal Reserve Bank of Kansas City is seeking to hire multiple Law Enforcement Communications Center Dispatch/Operators. Communication Center Dispatcher/Operators simultaneously operate law enforcement multi-channel radio consoles, multi-line telephones, advanced life-safety systems (fire, security, access control) and other computer and database systems efficiently with a focus on strong customer service. Operators are responsible for receiving and disseminating routine and critical (emergency) information from various sources while maintaining radio contact with Federal Reserve Law Enforcement Officers (FRLEOs) to monitor response progress. May require performing duties in emergencies or crises without being relieved for extended periods of times. The Law Enforcement Communications Center is a 24/7 operation; therefore, workdays will vary based on a rotating schedule, which will include weekends and holidays.

Requirements

Typically requires at least 0-3 years of relevant experience.
High school diploma or GED.
Strong interpersonal skills.
Strong oral and written communication skills.
Excellent customer service skills.
Ability to understand and follow policies and procedures and clearly explain those to others.
Strong attention to detail.
Ability to multi-task.
Intermediate computer skills with the ability to learn new applications and systems.
Demonstrated ability to work well under stress independently and in a team environment.

Nice To Haves

Previous experiences with physical security systems (e.g., CCURE) and other dispatch center technology (e.g., Omnigo, NiceVision, Genetec) preferred.

Responsibilities

Answers, evaluates, and prioritizes incoming telephone calls.
Effectively communicates with a variety of audiences including Federal Reserve Law Enforcement Officer (FRLEOs), Facilities Management, and Business Continuity.
Dispatches FRLEOs to routine calls for service, emergencies, critical incidents and life-safety events.
Provides critical information (evacuation, medical instructions, etc.) to people calling the Law Enforcement Communications Center.
Enters data into the Department Computer Aided Dispatch (CAD) / incident management software program; tracks and maintains locations of FRLEOs during an assigned shift.
Monitors and prioritizes critical life-safety alarm systems, radios and telephones, including fire, medical, intrusion detection, access control and suspicious activity from multiple Tenth District Federal Reserve facilities; also monitors severe weather alert systems, the Homeland Security and Federal Reserve System threat alert system.
Maintains close contact with FRLEOs and communicates with other law enforcement staff (including management) via radio, telephone or computer.
May be responsible for communicating with FRLEOs at multiple Tenth District Federal Reserve locations during all or part of a shift.
Communicate with other criminal justice agencies, local fire/EMS departments in multiple metro areas within the Tenth District via telephone or radio to coordinate response to incidents involving FRELOs and Bank facilities.
Retrieves information from automated and hardcopy files/sources in response to queries from law enforcement and Bank staff, and other Federal Reserve Law Enforcement units.
Inputs, updates, requests, transmits and queries information from a variety of law enforcement databases for information, wants/warrants, intelligence, driver’s license and vehicle information, etc.
Routinely operates the National Criminal Information Center (NCIC) system.
Reads/interprets maps, building layouts, basic fire system designs, etc. in order to provide direction or information to FRLEOs and external first responders, when applicable.
Prepares and distributes (radio, computer or hardcopy) urgent and routine law enforcement bulletins (BOLO) and information.
Creates and maintains dispatch and law enforcement activity logs in approved automated systems, including Computer Aided Dispatch (CAD) and Incident Management system.
Communicates in a clear, concise and calm manner on the radio, telephone and in-person during both routine and emergency situations; gives public address announcements in situations requiring building evacuations.
Assists in maintaining document storage and retrieval systems.