Communications Officer

County of St. Clair•St. Clair County Central Dispatch Authority, MI

2d•Onsite

About The Position

Under the direct supervision of the Central Dispatch Director and Deputy Director, the Communications Officer will relay information from emergency callers to the proper resources (police, fire, and emergency medical responders). Dispatchers answer business, emergency, enhanced 9-1-1 and cellular 9-1-1 telephone lines along with Smart 9-1-1 and text 9-1-1. They are responsible for monitoring and dispatching 34 police, fire, EMS agencies within St. Clair County. Communications Officers collect, store, retrieve and disseminate information vital to emergency service operations.

Requirements

High school diploma or G.E.D. required.
1+ years of experience in administrative support, customer service emergency communications, or in a fast paced multi-discipline environment.
Ability to demonstrate humility and diligence in day to day operations.
Ability to multi-task using multiple computer programs, radio frequencies and phone lines.
Ability to learn and retain local geography, water ways, and landmarks.
Ability to communicate effectively and efficiently with management, co-workers and clients; obtain and communicate accurate information; apply common sense understanding to complex instructions and respond accordingly; communicate complex ideas through graphs, charts, presentations, reports or other professional correspondence.
Writing, reading, mathematical principles.
Proficient computer skills-Microsoft Office Suite, Outlook.
Exercise sound judgment and decision making in accordance with policies and procedures.
Ability to research and problem solve independently.
Knowledge of County operations and functions.
Ability to prioritize and time manage.
Handle stressful situations, provide effective and friendly customer service.
Support the County's mission and values.
Ability to think critically where necessary.
Knowledge or understanding of basic administrative tasks: operate standard office equipment; document management; prepare and maintain records, various correspondences and reports; answer general inquiries and refer as necessary; answer telephone calls, process mail, order supplies/equipment; prepare meeting agendas, attend meetings, record/transcribe/distribute minutes; entering, transcribing, recording, storing or maintaining information in written or electronic form with speed and accuracy; maintain calendars, arrange meetings, schedule rooms and equipment as necessary.
Ability to demonstrate predictable, reliable, and timely attendance.
Ability to read, write & communicate in English; follow written and verbal instruction and understand basic mathematics and figure checking.
Ability to interpret and apply procedures, rules, technical information, instructions, manuals to complete tasks accurately and on schedule.
Ability to learn from directions, observations, and mistakes; and apply procedures using good judgment.
Ability to use discretion and maintain sensitive and confidential information.
Ability to work independently or part of a team; ability to interact appropriately with others such as County officials, employees, vendors and the general public.
Ability to work under supervision, receiving instructions/feedback, coaching/counseling and/or action/discipline.
Adaptability to change in the work environment, managing competing demands and ability to deal with frequent changes, delays or unexpected events.
Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Proficient skills using Microsoft Office programs including, but not limited to: Word, Excel, Access, and Outlook required. Proficiency may be tested.
Prior to starting employment, the candidate must complete a satisfactory background check.
Prior to employment must successfully pass an extensive criminal background check including, but not limited to, a comprehensive physical evaluation, psychiatric evaluation and hearing test with regard to the listed job functions.
Must possess a valid State of Michigan operator license and maintain this license throughout employment in this position.
Must be 18 years of age or older.
Must successfully complete CTO training within 6-9 months of date of hire.
Must be willing to work rotating shifts, nights, weekends and holidays.
Must meet all LEIN and NCIC security requirements as a terminal operator.
Eyesight corrected to 20/20 and ability to distinguish colors.
Hearing in both ears not less than 40db.
Ability to listen and speak by telephone and two-way radio.
Finger and wrist dexterity suitable for typing, keying data into computers, filing reports and handwriting.
Ability to sit and stand for prolonged periods of time.
Speak to others to convey information effectively.
Hear and understand information presented through spoken words and sentences.
Specific vision requirement includes close vision, distance vision, color and depth perception.
Use hands to operate a computer, handle materials and operate equipment.
Push or pull carts, reach with hands and arms forward, above and below shoulder level.
Lift, move or carry objects, equipment and supplies weighing up to 25 pounds.
Sit, bend, stoop, crouch, crawl and kneel in an ergonomically correct manner.
Stand and walk, climb stairs.

Responsibilities

Receive all incoming calls from the public requesting police, fire, and/or emergency medical assistance.
Disseminate emergency information to First Responders in a calm, collective manner.
Gather, classify and supplement pertinent information obtained from the caller and enter it into the computer aided dispatch (CAD) system.
Determine which response agency is responsible for responding to the call for assistance and dispatches the appropriate units(s).
Give emergency medical instructions, as outlined in protocol, while forwarding information to dispatcher for appropriate services.
Process incoming calls and accurately type simultaneously on the computer to relay all pertinent information to dispatch.
Provide emergency assistance to callers until responding emergency units arrive and assume control of the situation.
Operate a CAD console equipped with multiple computer terminals, including mapping and aerial photography.
Monitor and control a large number of public safety resources throughout St. Clair County.
Query and enter information (e.g. stolen articles, wanted persons, missing persons, criminal history checks, etc.) through Michigan's Law Enforcement Information Network (LEIN) and National Crime Information Center (NCIC) data files.
Mitigate multiple situations simultaneously.
Conserve the knowledge of location and availability of all field units.
Monitor the emergency radio frequencies of public agencies including a civil defense.
Transmit information to police vehicles concerning wanted persons, stolen vehicles, hazardous street conditions and other important information.
Control operation of roadblock and major emergency plans and maintain files.
Maintain control of all calls received and transmissions made on radio and telephones.
Maintain street locations, emergency phone numbers, patrol schedules and other pertinent records.
Instruct new personnel on the use of communication equipment.
Train new Dispatchers and assist Dispatch Supervisors in evaluating the progress and/or performance of employees.
Other duties as assigned.