Communications Officer I

FLSA non-exempt position that provides a critical link in the delivery of public safety service, being the first and most important contact with the citizen needing help. The Communications Officer must develop a timely, rapid and accurate sense of call interpretation and decision-making/problem solving skills during stressful situations. This position must remain calm, showing empathy, conveying reassurance and instilling confidence in the caller that the proper response to their needs will result. The employee is required to deal with sensitive information in a discreet and professional manner and reports directly to a Communication Supervisor.

This position is responsible for receiving incoming calls for police, fire and emergency medical aid, and non-emergency requests from the public via 9-1-1 lines and other ten-digit telephone lines. Employee obtains information from callers who may be injured, confused or abusive, and determines which, if any, agencies should respond to the incident. Employee must enter initial information into the computer while maintaining contact with the reporting party to gather additional pertinent information. Additional information must be entered into the Computer Aided Dispatch (CAD) system in a timely manner so that the original call is continually updated.

The Communications Officer I (CO I) – Call Receiver is the first step of the public safety dispatch career ladder. To continue employment, employees in this classification are required to satisfy the minimum requirements of a Communication Officer II – Public Safety Dispatcher by the end of their 2nd year of employment. The salary range for a Communications Officer II is $29.44 to $30.91 and hour.ESSENTIAL JOB FUNCTIONS:

Communication Officer I (Call Receiver)

• Answers emergency and non-emergency calls for service, simultaneously enters this

information into the computer using a CAD System and continues to enter updates in a

timely manner.

• Ability to accurately complete a variety of reports in a timely manner.

• Calms, negotiates, advises and otherwise communicates with callers to obtain accurate

and essential information necessary to establish priority and initiate a timely response to

emergency calls.

• Remains calm, shows empathy, conveys reassurance and instills confidence in the caller

through a demeanor that will result in proper response to their needs.

• Determines the appropriate agency/agencies that should respond to an incident.

• Processes more than one call at a time.

• Assists other employees as necessary when not occupied with primary call answering

duties.

• Attends mandatory trainings and/or meetings as directed.

• Performs additional duties as directed.

• Is reliable, dependable and reports for work on a consistent and predictable basis.

• Consistently thinks clearly and responds quickly in a wide variety of emergency situations.

• Gathers, organizes, translates and processes information from various emergency callers

in an accurate and timely manner.

• Accurately types 35 net words per minute while listening and conversing simultaneously.

• Work shift work encompassing a 24-hour day, seven-day week; inclusive of odd hours,

days, evenings, nights, weekends and holidays.

• Operates a TDD/TTY for hearing/speech impaired callers.

• Ability to meet ACCESS/FBI/CJIS requirements, including maintaining a record free of

felony convictions.

• Ability to obtain Telecommunication 1 Certification within six (6) months of completion of

new hire training or as soon as available via the Criminal Justice Training Commission or

equivalent and bi-annual recertification.INTERPERSONAL CONTACTS

Contacts are made both inside and outside the organization. Internal contacts frequently

include the Communications Officers, Supervisory staff and Administrative personnel. External

contacts may include Center customers, outside vendors, governmental personnel, applicants

and citizens. This position is representative of the Center and therefore it is critical that all

interactions are respectful and professional. Interactions tend to focus on information exchange

and the receiving and giving of procedural changes. A majority of external interactions are via

telephone or electronic exchange.REQUIRED KNOWLEDGE OF/SKILL IN:

• Spokane regional service area, including streets and landmarks.

• Map reading including knowledge of adjacent areas, directions of travel, hundred blocks

and freeway access.

• Condensing large amounts of information into readable, sensibly typed remarks in a

timely manner and can recall numerous acronyms and codes essential to appropriate call

processing.

• Maintaining familiarity with the Standard Operating Procedures (SOP) and appropriate

manuals that provide thorough knowledge of SREC operations and procedures.

• Operating a radio, computer and telephone system with essential peripherals and

program applications.

REQUIRED ABILITY TO:

• Maintain a high level of confidentiality and professionalism regarding sensitive internal

and external information.

• Speak the English language coherently and clearly, possessing an excellent vocabulary

and verbally communicate effectively. Speaking another language in addition to English is

beneficial but not a requirement.

• Work through complex technical tasks involving various public safety communications

systems.

• Interact effectively with people in a multi-cultural society under extremely stressful

situations.

• Record names and numbers rapidly and accurately.

• Remember numerous details and quickly re-call essential information.

• Work up to twelve (12) hours at a time (or longer if exigent circumstances exist),

continuously wearing a communications headset, while still being able to hear and

understand other outside sources to include conversations with large amount of internal

and external background noise. Hear and react to multiple simultaneous sound and visual

sources in a timely manner is critical.

• Work as a "team" member, establish good working relationships and provide excellent

internal and external customer service.

• Work effectively in a disciplined environment with close supervision and carry out lawful

orders regardless of personal agreement.

• Ability to use independent judgement and discretion to make decisions.

REQUIRED EDUCATION AND EXPERIENCE:

Communication Officer I (Call Receiver):

• High school diploma or equivalent.

• 18 years of age or older at time of hire.

DESIRED QUALIFICATIONS:

• Basic experience in computer terminal operation.

• One year or more experience in the public safety field.

• CPR/AED Certification.

MANDATORY LICENSES OR CERTIFICATIONS

• Possession of or ability to obtain driver's license valid in Washington within 30 days of hire

date.

• Successful completion of CJIS Background check.

• A Central Computerized Enforcement Service System (ACCESS) certification upon

employment.

• Required to obtain and preserve CPR/AED Certification within six (6) months of

employment.

WORK ENVIRONMENT:

• Must be prepared to stay in the Center for the full scheduled shift. Uninterrupted lunch

and breaks are not guaranteed.

• Position is extremely stressful, emotionally charged and plays a critical role in public

safety service delivery. Must take information from callers who may be excited, abusive,

foulmouthed, incoherent, drunk or hysterical.

• Work is performed in a low-light and confined environment.

• The employee is subject to "call back" on short notice.

• May be asked to participate in Police/Fire/EMS ride-alongs.

PHYSICAL, SENSORY AND MENTAL DEMANDS:

• Individual must sit or stand while observing a computer display screen for long,

uninterrupted periods of time. Individual must have adequate hearing and visual acuity,

including the ability to accurately distinguish colors, to operate successfully in this

environment.

• Must continually demonstrate a high level of mental and emotional stability.

• Individuals must be free from physical, sensory or mental impairments that with or without

reasonable accommodation would interrupt continuous performance of a shift lasting from

eight to twelve hours.

• Accurately type 35 net words per minute while listening and conversing simultaneously.

• Ability to read and discern visual images on a variety of media, to include small liquid

crystal displays offering very little brightness/darkness contrast, standard flat panel

computer monitors, printed matter that has been reduced to less than normal size type,

multi-colored indicator lights which have differing flash rates and color which indicate the

status of electronic functions.

• Ability to pass a hearing test in accordance with NENA hearing standards