Communications Operator

General Statement of Job

Under general supervision, receives incoming phone calls to the communications center including emergency and non-emergency calls. Duties include prioritizing calls; obtaining essential information; determining proper method of handling calls; and preparing records of calls and dispatch information. Receives complaints and requests for information and assistance; provides general information and refers callers to appropriate agency or staff.

This position is essential. Personnel occupying this position may be scheduled to work regardless of weather conditions and/or when general County offices are closed.

Salary is commensurate on knowledge, skills, abilities and years of experience based on the Public Safety Step Pay Scale.

Special Duties & Responsibilities

• Receives incoming calls to the communications center including emergency, non-emergency and Telecommunications Devices for the Deaf (TDD) calls. Obtains information pertaining to nature of the call (criminal offenses, accidents, fires, medical emergencies, hazardous materials incidents, etc.); prioritizes call according to the nature and severity; and determines proper method of handling call.
• Elicits pertinent information regarding the nature and severity of the situation, its location and other essential information.
• Provides assistance to the caller by working to keep caller calm, providing CPR and other medical instructions as appropriate, and providing other information regarding the arrival of assistance, safety issues, etc.
• Provides information, answers questions and/or refers caller to appropriate staff or to appropriate department or agency, such as court offices, etc.
• Operates enhanced 911 and associated automated equipment; logs incoming calls and dispatch related information into an automated system; and maintains records of calls and dispatching activities.
• Answers administrative phone lines for Crime Solvers, Criminal Investigation Division, Civil Process, Warrants Division, Sheriff’s Office, and Fire/Rescue after hours.
• Notifies other agencies and personnel during emergencies or disaster situations as directed; and makes additional notification as required.
• Monitors various alarms to include County school system after hours and court system alarms after hours; ensures equipment’s readiness and functionality.
• Documents errors and performance problems with 911 system and other equipment; informs supervisor of problems with equipment and need for repair.
• Contacts wrecker services as appropriate.
• Monitors and conducts tests of the County’s natural warning and alarm system.
• Creates and maintains VCIN/NCIC Records for wanted person, missing persons, stolen/missing articles, and maintaining protective orders.
• Researches past calls for deputies to help obtain essential information for current call/paperwork.
• Trains new operators as needed.
• Performs on-call duties for the Sheriff's Office Emergency Communications Division.
• Performs other related duties as required.

Minimum Training & Experience

High School Diploma or equivalent. Requires one (1) to two (2) years of experience as a receptionist in an environment with a high volume of calls and performing duties requiring typing or data entry; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities.

Minimum typing speed of 35 wpm.

Must successfully pass a polygraph examination, background check, and drug screening.

ADDITIONAL REQUIREMENTS

• Must obtain DCJS certified Communications Basic Course within two (2) years.
• Must obtain NCIC/VCIN certification, CPR certification, Emergency Medical Dispatch certification and Emergency Fire Dispatch certification.
• Must complete ICS-100, ICS-700, ICS-907, and AWR-160.

• Must be able to pass, or meet, the training program competencies and on-the-job training standards to independently perform the duties of a Communications Operator.