Communications Specialist/Dispatcher

Rochester, City of•Rochester Police Department, NH

10d•Onsite

About The Position

Receives, processes, and transmits emergency and business calls for service via phone, radio, fax, and in person. Operates and monitors multi-channel base radios, telephone consoles, and related emergency service equipment. Works to anticipate, meet, and exceed customer service expectations in a positive and professional manner. This role involves standardized tasks and procedures, requiring analysis and evaluation. The incumbent will work various shifts, including weekends and holidays, and may be called to duty at any time as the Center situation dictates. Initiative is expected in coping with unusual situations and circumstances to resolve them. Calm and professional behavior is required during stressful situations. Access to highly confidential records and communications is granted. Errors could result in significant consequences, including delays or loss of service, personal injury/loss of life, injuries to other employees, damages to building/equipment, and legal/liability issues for the city. Constant contact with the public, businesses, and other city agencies is expected, primarily through telephone, in person, facsimile, radio, and Teletype.

Requirements

High school graduate or equivalent.
Able to attain and maintain certification for NCIC Computer S.P.O.T.s.
Knowledge of the operation of communications equipment and computer systems for the department.
Good working knowledge of Department standard operating procedures.
Ability to retain communications information and to perform duties during emergency conditions and prolonged stress.
Ability to record, maintain, and process data into computer systems, and to initiate appropriate responses of emergency service agencies.
Ability to prioritize demand.
Ability to communicate information in a clear, concise, and logical order.
Ability to simultaneously calm and extract pertinent information from citizens requiring emergency assistance and to provide this information to units in the field for their protection and the protection of the public.
Ability to provide emergency pre-arrival assistance or advice to aid the caller in dealing with a crisis.
Ability to exercise sound judgment in evaluating situations and in making decisions.
Ability to follow verbal and written instructions.
Ability to complete data entry and record keeping functions through computer software/hardware.
Excellent verbal and oral communications skills.
Excellent skills in establishing and maintaining effective working relationships with the public, coworkers, other City Departments, and City officials.
Close, color vision required.
Use of personal computers, telephones, radio communications, and office machines.

Responsibilities

Receive, interpret, prioritize, and process all calls for service.
Operate and maintain on-line communications equipment, including multi-channel base radio, multi-line telephone console, multi-channel voice recording system, and nationwide telecommunications computer network (e.g., S.P.O.T.’s terminal and N.C.I.C.).
Perform data entry and information retrieval for on-duty units, multiple alarm panels, in-house Police and Fire Information Management System (IMC), street files, fire hydrants, arrest and warrant files, call back rosters, calls for service, and others as developed.
Notify shift supervisor of all matters of importance or unusual occurrence requiring their attention.
Constantly monitor the location and status of on-duty and on-call units.
Monitor station security through an electronic entrance computer monitoring system.
May be required to monitor prisoners in the holding cell through closed-circuit television monitors in the absence of a booking officer.
Monitor video cameras for police and fire, maintain recording equipment, and monitor Crimeline, Public Works, Public Buildings, and Animal Control Officer lines after hours.
Ensure all communications equipment is in working order and report equipment failures immediately to the supervisor.
Attend required training.
Train new employees as required.
Perform other duties as required.