911 Communications Officer

Communications Officer 911/9-751
911 Communications

JOB SUMMARY

This position is responsible for all tasks associated with initiating emergency response to include answering
emergency and non-emergency calls, providing life-saving instructions, responding to and dispatching public
safety personnel, responding to general requests for assistance and information, and maintaining critical records
for the administration of public safety.

MAJOR DUTIES

1. Operates enhanced 911 telephone system with multi-screen controls; answers emergency and non-

emergency calls for service; determines location and nature of call; provides emergency instruction; obtains
and records vital information.

2. Dispatches calls to appropriate agency utilizing Computer Aided Dispatch (CAD) and two-way radio system;
relays updates call information; maintains status of field units in CAD emphasizing responder and public
safety and accuracy.

3. Enters field-initiated calls for service; initiates NCIC/GCIC queries as necessary; relays pertinent information
to responders; maintains status of field units in CAD emphasizing responder and public safety and accuracy.

4. Operates NCIC/GCIC databases to retrieve and disseminate information necessary to conduct Public Safety
operations.

5. Operates two-way Public Safety radio system with multi-screen controls linking communications for
interoperability as necessary.

6. Monitors multiple public safety and non-public safety talk groups in addition to primary radio assignment;
enters calls for service received via radio from non-public safety entities.

7. Initiates CAD entries regarding calls for service, creating the foundation for reporting; utilizes CAD to research
historical incidents and notifications, providing information and creased responder safety.

8. Monitors severe weather alert systems; initiates local alerts and voice activations of the siren warning system;
notifies county personnel.

9. Performs general office duties, to include faxing, copying, filing, shredding, and email correspondence.
10. Performs other related duties as assigned.

KNOWLEDGE REQUIRED BY THE POSITION

1. Ability to multi-task and complete multiple time-life critical tasks simultaneously.
2. Team dynamics. Ability to work as part of a cohesive unit consisting of disparate personalities, levels of

experience, and skill toward a common goal.
3. Excellent typing skills.
4. Skill in customer service.
5. Knowledge of NCIC/GCIC standards and regulations.
6. Knowledge of computers and job related software programs.
7. Skill in creating, understanding, and interpreting written language.
8. Skill in verbal communication and interpersonal relations; ability to provide information in a manner that is

conducive to adult learning.
9. Skill in prioritizing and decision making.
10. Ability for instant and accurate recall of information to be recorded, relayed, or disseminated.
11. Ability to read and comprehend maps and utilize mapping software.
12. Skill in dexterity; ability to view multiple screens and utilize multiple keyboards and mice to perform the

dispatch function.
13. Advanced call taking skills; ability to create an environment which is conducive to gathering information from

highly emotional callers.
14. Knowledge of Fayette County 911 procedures and directives, the Fayette County Policy and Procedure

Manual, and the Fayette County Loss Prevention Manual.
15. General office skills such as filing, typing, copying, composing correspondence, faxing, etc.

Communications Officer, 911 Communications
SUPERVISORY CONTROLS

The Communications Shift Supervisor assigns work in terms of general instructions. The supervisor spot-checks
completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include the Fayette County Policy and Procedure Manual; Fayette County 911 Administrative
Directives; Fayette County Loss Prevention Manual; Association of Public-Safety Communications Officials
(APCO) Training Officer (CTO) Course Manual; APCO Guidecards for Emergency Medical Dispatch, Fire
Services, and Law Enforcement Communications; GCIC and NCIC policies and rules; accreditation standards;
FCC regulations. These guidelines are generally clear and specific but may require some interpretation in
application.

COMPLEXITY/SCOPE OF WORK

• The work consists of related call management duties. Callers are under extreme stress and are often unable

to provide critical information when contacting the Fayette County 911 Center. All major duties listed above
are being performed simultaneously requiring a high degree of accuracy to protect against loss of life and
property. Responsibility for the safety of callers, officers, firefighters, EMTs, and other professional contacts
create a high stress work environment.

• The purpose of this position is to perform all tasks associated with initiating emergency response units to

include answering emergency and non-emergency calls, responding to and dispatching public safety unites,
responding to general requests for assistance and information, maintaining critical records for the
administration of public safety.

CONTACTS

ascertaining of emergency and non-emergency information.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or

stooping. The employee occasionally lifts light objects and uses tools or equipment requiring a high degree of
dexterity.

• The work is typically performed in a communications center, a large open room containing multiple work

stations.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

SPECIAL CERTIFICATIONS AND LICENSES

• Possession of a valid State of Georgia driver's license (Class C) and a satisfactory Motor Vehicle Record

(MVR) in compliance with County Safety and Loss Control Guidelines. Successful completion of the State of
Georgia Department of Transportation Defensive Driving Course and/or Emergency Vehicle Operation
Certification within twelve (12) months of employment and every three (3) years thereafter. Successful
completion of the State of Georgia mandated Basic Communications Officer/APCO PST1 training within six
(6) months of employment. Successful completion of Georgia Crime Information Center (GCIC) Criminal
Justice Information System (CJIS) Network Operator training within sixty (60) days of employment and every
two (2) years thereafter. Successful completion of Security Awareness certification. APCO Emergency
Medical Dispatch (EMD) certification, Fire Services Communications (FSC) certification, Law Enforcement
Communications (LEC) certification, National Incident Management System (NIMS) 100, 700, 200, 800
certifications. American Heart Association CPR certification.

Communications Officer, 911 Communications
ADA COMPLIANCE

accommodations to qualified individuals with disabilities. Prospective and current employees are invited to
discuss accommodations.

HIPAA COMPLIANCE

• The Health Insurance Portability and Accountability Act of 1996, as amended, requires employees to protect

the security of Protected Health Information (PHI) however it is obtained, handled, learned, heard or viewed in
the course of their work.

DRUG AND ALCOHOL COMPLIANCE

employment will undergo testing for the presence of illegal drugs and alcohol as a condition of employment. In
the course of employment, employees are subject to random, reasonable suspicion, post-accident, and
routine fitness for duty testing for illegal drugs and alcohol abuse. Employees are prohibited to work under the
influence, to possess, to distribute, or to sell illegal drugs in the work place or abuse alcohol on the job.
Confirmed positive is reason for denial of employment and/or termination.

MINIMUM QUALIFICATIONS

• Must be at least 18 years of age.
• Must have a high school diploma or equivalent.
• Possession of or ability to readily obtain a valid driver's licenses issued by the State of Georgia for the type of