Public Safety Communications Officer

DISTINGUISHING FEATURES OF THE CLASS

The Public Safety Communication Officer is responsible for receiving, evaluating, and processing all 9-1-1 calls for police, fire, and medical assistance; or operates base radio equipment to dispatch Public Safety personnel (police, fire, EMS) on related incidents. The core purpose of this position is to serve as a link in communication between the community and the police and fire departments. Additionally, the officer is responsible for handling entries related to wanted individuals, missing persons, runaways, articles, and vehicles, and communicating with other agencies regarding these entries. Depending on assignment, incumbents may operate a multi-button telephone system, base radios, computer terminals, and teletype equipment to enter, receive, evaluate, and transmit information that frequently involves emergency situations affecting human welfare and safety. Work involves evaluating incoming calls, dispatching Police/Fire units, and transmitting information and messages upon request and/or according to established procedures. Employees are expected to demonstrate extensive communications skills and to exercise judgment under pressure. Work is performed under the general direction of a Police Communications Shift Supervisor.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

• 9-1-1/Public Safety.

• Answers and evaluates incoming calls for service to determine the urgency of the call and whether a police officer, fire or medical personnel should be dispatched to the scene.

• Notifies Public Safety personnel of medical emergencies such as attempted suicides, fire, drowning, serious injury accidents, etc.

• Appeases and extracts information from citizens under stress.

• Logs information in the CAD system received and/or transmitted.

• Uses appropriate computer terminals or teletype machine to input, update, and query information.

• Verifies wants and warrants and interprets data returned to the terminal.

• Observes all safety regulations and reports potential safety hazards.

• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively and jointly to provide quality seamless customer service.

• Radio Dispatch.

• Receives information requesting Police investigation from the 9-1-1 Section and dispatches to responsible field unit.

• Operates base radio and maintains constant radio contact with mobile units on assigned frequency.

• Maintains constant awareness of the status of mobile units and updates this information as it changes.

• Use computer terminals or teletype machine to input, update, and query information.

• Receives radio calls from field units and transmits messages via radio or telephone.

• Monitors and dispatches alarms received at the alarm board.

• Observes all safety regulations and reports potential safety hazards.

• Processes incoming and outgoing emergency and non-emergency telephone calls, ensuring agency policy, procedures and goals are met.

• Speaks English clearly and verbally communicates effectively.

• Works effectively and calmly in a high stress environment.

• Maintains familiarity with the general geography of the communities served.

• Meets all training requirements of the Company and site locations.

• Participates in available professional development for center staff.

• Communicates in a positive manner with Supervisor and other center staff.

• Reports commendable performance or deficiencies or liability issues to Supervisor in a timely manner.

• Provides technical and diagnostic assistance in a 24/7 work environment.

• Communicates with other law enforcement agencies via radio, telephone, email and/or fax.

• Assists the caller with CPR/medical instructions, when necessary.

• Dispatches Fire Department units to CFS.

• Enters reports through OpenFox.

• Communicates the most up-to-date information to the general public.

• Documents flow by ensuring 100% accuracy in finding out the nature of the call.

• Efficiently enters and maintains records of warrants, protection orders, lost items, and other essential data in the TCIC/NCIC database.

• Monitors and manages police department (PD) radio traffic.

• Ensures timely and accurate NCIC/TCIC entries.

• Conducts background checks and inquiries on individuals, including local checks and NCIC/TCIC checks.

• Provides training and mentorship to new trainees.

• Manages and responds to sick calls.

• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively and jointly to provide quality seamless customer service.

Additional Requirements:

• Must be able to successfully complete the Police Communications Operator Training Course.

• Some positions will require the performance of other essential and marginal functions depending upon assignment or shift.

SUPERVISION RECEIVED & EXERCISED

• General direction is received from a Police Communications Shift Supervisor.

• This position has no supervisory responsibilities.

QUALIFICATION GUIDELINES

Knowledge of:

• Federal Communication Commission regulations as they relate to the operation of two-way radio equipment.

• Geographical layout of the City of Harlingen.

• Typewriter keyboard and CAD system command codes.

• Operating communications equipment (multi-button telephone, base radio, computer terminals, teletype equipment) quickly and accurately.

Ability to:

• Speak with a clear, well-modulated voice in English by phone and radio dispatching equipment while tactfully communicating with highly emotional callers.

• Operate computer-aided dispatch equipment.

• Comprehend and make inferences from material written in English language and learns job-related material primarily through oral instruction, observation, and structured lecture.

• Enter data or information into a terminal, PC, or other keyboard device.

• Work cooperatively with citizens, co-workers, sworn personnel, and other City and agency employees.

• Learn geographic areas including operating districts and their associated Police problems.

• Remain calm and exercise judgment in making decisions in emergency situations under heavy workloads.

• Determine priorities of emergencies.

• Utilize second language skill in the routine performance of duties.

• Work on weekends, holidays and shift work.

• Work safely without presenting a direct threat to self or others.

Education & Experience:

• High School Diploma or General Equivalency Degree (GED); or six (6) months of related experience and/or training; or equivalent combination of education and experience.

• A minimum of one year’s experience in police or fire communications using a Computer Aided Dispatching System (CAD) or other computer applications preferred.

Licenses, Certificates & Registrations:

• Texas Commission on Law Enforcement (TCOLE) Tele-communicator Certification or obtain within the first year of employment.

• Must be a U.S. Citizen.

PHYSICAL REQUIREMENTS

The employee is regularly required to sit, use hands and fingers, talk and hear. The employee must occasionally lift and /or move up to 20 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

WORKING CONDITIONS

The noise level in the work environment is usually moderate.

SAFETY SENSITIVITY

This position is classified as a safety-sensitive position due to the following:

The employee is responsible and entrusted with their own or other people's safety.