911 Communications Operator - Lateral Transfer

City of Marion • Marion, IA

2d • Onsite

About The Position

This is a non-management position in the Public Safety Communications Center of the Marion Police Department. The Communications Operator answers emergency and routine calls by phone, radio, or other devices, gathers essential information, enters call information into the computer-aided dispatch (CAD) system, and dispatches appropriate first responders. The role supports police, fire, and EMS communications and may coordinate with other service agencies during joint events. Work is performed in accordance with federal and state laws and departmental regulations, policies, and routines.

The center operates day, evening, and overnight shifts: 6 a.m.–2 p.m., 2 p.m.–10 p.m., and 10 p.m.–6 a.m. Shifts are bid every six months by seniority. New hires work evening and overnight shifts, including weekends and holidays. The position works in a 24/7 office environment and may require extended hours during emergencies or unannounced call-ins for forced overtime. It involves urgent, time-sensitive situations and requires emotional resilience and professional composure.

Requirements

• Currently employed as a certified Iowa public safety dispatcher for a PSAP, or have been so employed within the 12 months before beginning employment with the City.
• Successfully completed Basic Iowa System Training (BIST) and the ILEA Basic 40-hour Telecommunicator School; must be current on Iowa/NCIC state system certification.
• Be a United States citizen and a resident of Iowa or intend to become an Iowa resident upon employment.
• High school diploma or GED equivalency certificate.
• Knowledge of city geography and surrounding areas, relevant laws and policies, public safety agency services, and police and fire radio procedures.
• Skill using radios, telephones, recording and teletype equipment, computer systems, and related communications-center equipment.
• Ability to maintain legally and departmentally required confidentiality and accurately understand, follow, and relay oral and written directions.
• Ability to operate communications-center equipment and rapidly and accurately enter, retrieve, and disseminate information across multiple applications.
• Ability to multitask effectively in a high-stress environment using computers, phones, recordings, radios, and related equipment.
• Ability to stay organized, level-headed, and trustworthy and maintain effective working relationships while providing competent, pleasant customer service.
• Ability to manage and prioritize calls during high call volume or when a partner is absent; obtain information from excited or agitated individuals; adapt and prioritize quickly; and make minor decisions under established rules.
• Ability to remain calm in emergency or emotional situations and perform accurate, detailed work to keep emergency responders safe and informed.
• Ability to work long hours when necessary and be available for night shifts, weekends, holidays, and possible forced overtime.
• Ability to read, speak, write, and understand English for effective communication.
• Ability to sit for long periods and to bend, reach, climb, stoop, and lift 40 pounds.
• Currently possess or obtain Iowa Online Warrants and Articles (IOWA)/NCIC certification within six months of hire, with annual recertification thereafter.
• Currently possess or obtain ILEA Telecommunicator Basic Training Certification within one year and maintain it throughout employment.
• Pass required background checks, drug screening, driving record review, pre-employment physical, and polygraph.

Nice To Haves

• Additional coursework.
• Certified Training Operator (CTO) Certification.

Responsibilities

• Receive 911, routine, and police department administrative calls using a multi-line telephone console, including TDD equipment.
• Remain ready to take calls and respond as necessary.
• Interpret, condense, and prioritize call information and select appropriate call responses.
• Keep callers on the phone when needed to provide responders with current information.
• Ask vital questions and provide pre-arrival instructions for emergency personnel.
• Transfer or relay calls, people, or information to officers, department members, and other agencies as needed.
• Operate multi-channel, multi-agency radio equipment and monitor radio channels and talk groups.
• Dispatch law enforcement, fire, and medical personnel; monitor radio traffic and provide units with accurate updates.
• Enter call information and officer-initiated activity into CAD; operate multiple computer programs and retrieve or disseminate information as needed.
• Monitor and use the state computer system for time-sensitive messages and to enter or modify information in local, state, and NCIC databases.
• Greet and assist citizens who enter the public lobby and provide information or arrange officer response.
• Review policies and procedures and update communications center manuals as required.
• Perform administrative work and print paperwork as needed.
• Train employees or officers on specific tasks as needed.
• Perform related work as required.

Benefits

• A $5,000 hiring bonus for eligible first-time City of Marion hires, paid as $2,500 on the first paycheck and $2,500 on the paycheck after completing one year of employment.
• Credit for prior years of service, with starting salary and benefit-hour earning scales placed accordingly within the current MPPA-adopted scales.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED