911 Dispatch Communications Officer- Hendricks County Communications Center

The Communications Officer is responsible for answering and assessing both emergency and non-emergency calls and dispatching the appropriate employees to the incident. 

Duties include, but are not limited to:

1. Receives emergency calls, gathers maximum amount of information in minimum amount of time, determines appropriate response, and dispatches emergency personnel accordingly. Comforting emotionally distraught persons and providing instructions.
2. Maintain all requirements for training within the Center and any outside training required.
3. Maintain good public relations with citizens and community agencies.
4. Monitors radio networks continuously, responding to requests for assistance, maintaining the location and status of users activity, and transmits information to the appropriate users.
5. Verifies, enters, maintains, documents and retrieves IDACS/NCIC information for county and other law enforcement and related departments/agencies, such as courts, Prosecutors, and Probation departments. Receives/transmits information pertaining to, but not limited to, criminal histories, driver's licenses, vehicle registrations, gun permits, missing persons, and stolen property. Contacts state and local highway/street departments and various institutions of impending severe weather, such as schools and medical facilities.
6. Processes records such as, but not limited to, handgun permits and vehicle identification confirmation for the Indiana State Police Firearms section and the Indiana Bureau of Motor Vehicles.
7. Maintains efficient operation of the Center's communications systems and other assigned equipment.
8. Must be able to recognize and contact appropriate vendors during system failures. Be able to function properly during any/all system's failures.
9. Provide pre-arrival instructions if necessary.
10. Monitor all security systems and recording devices pertaining to the operations of the Center.
11. Provide road and weather information upon request.
12. Maintains current knowledge of county, including municipalities, subdivision, streets, businesses and telephone prefixes.
13. Page all required fire department runs in regard to general tone, out of district, working incidents and hospital diversions.
14. Fax warrants and other information as requested to requesting agencies, as well as fire run reports.
15. Performs other related duties as may be assigned.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. In addition, you must successfully pass each phase of the hiring process: Computer Aptitude- Critical, Interview, Background Investigation, Psychological Exam and Medical Exam.

Town-related Competencies: To perform this job successfully, all employees working in the Town should demonstrate the following competencies:

• Teamwork and Collaboration - Gets along with and maintains positive relationships with coworkers. Is willing to help with all types of work, no matter how big or small the task. Asks for and listens to coworkers’ feedback; incorporates feedback into revised processes. Positively reinforces team members for their contributions and accomplishments. Admits mistakes when they occur, learns from them, and enables others to do the same. 
• Service to Citizens - Always represents the Town of Plainfield well; maintains personal accountability and ownership for customer service. Lets customers know that he/she is willing to work with them to meet their needs. Follows up to ensure that requests and concerns are resolved. Understands customer problems and needs; quickly and effectively solves customer problems. Does more than what is normally required to resolve customer concerns. 
• Professionalism - Demonstrates professionalism in appearance and actions. Maintains timely, personable, and effective communications with citizens and the general public, and local or intergovernmental contacts and neighboring community leaders. Demonstrates flexibility and a positive attitude when change occurs. Does not participate in conversations or actions that are disrespectful to others. Uses Town resources and assets wisely, efficiently, and according to Town policy. 
• Dependability - Attends work as scheduled; follows the attendance policy and informs his/her manager of absences in advance. Accepts assignments willingly and can be counted on to complete tasks on time. Completes tasks accurately and thoroughly, eliminating the need for close review. Timely follow-through on tasks and projects issued by the Department Head, Town Manager, or Town Council. Does what he/she commits to doing. 
• Interpersonal Communications - Communicates clearly, accurately, and respectfully with coworkers and customers. Keeps the Town Council well-informed of any incidents or issues; especially regarding offsite incidents. Keeps sensitive and confidential matters private. Listens to others and seeks to understand others’ perspectives. Willingly accepts feedback and incorporates it into work activities and interactions. 
• Job Knowledge and Work Habits - Takes pride in work and coworkers; performs work with a positive attitude that enables others to perform well. Is willing to ask questions when the job or task is not fully understood. Willingly participates in training to maintain or enhance current knowledge of principles, procedures, methods, and/or technology. Maintains an optimistic outlook when faced with difficulty or change and makes an effort to overcome obstacles. Retains the expected job knowledge; helps others by sharing knowledge.

Job-related Competencies – To perform this job successfully, employees in this job should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Cost Consciousness- Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.
• Safety and Security- Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events.

Education and/or Experience: High school diploma or general education degree (GED); or one year related experience and/or training; or equivalent combination of education and experience. Emergency Medical Dispatcher and Communications Training Officer certifications are required.  Previous experience in a dispatch or call center environment is desired.

Other Skills and Abilities: The following skills and abilities are either required or desired.

• Computer software skills required include: Microsoft Outlook, Word, Excel, and PowerPoint, and Computer-Aided Dispatch.
• A working knowledge of the operation of computerized public safety information systems, radio equipment, telephone systems, alarm systems and other communication equipment is required.
• A working knowledge of the principles, laws, policies, methods, practices and regulations pertaining to the dispatch of emergency equipment is required. 

• The ability to communicate clearly and be able to function in stressful and sometimes difficult situations is required.

• A working knowledge of police and fire department systems and practices.
• The ability to identify, coordinate and resolve a wide variety of issues related to emergency dispatch operations is required.
• A working knowledge of radio frequencies, procedures, limitations, acronyms and codes is required.
• A working knowledge of County geography and area law enforcement is required.
• The ability to make sound and rational decisions including exercising independent judgment within established protocols and guidelines is required.
• A general understanding of report writing, while paying close attention to detail is required.
• The ability to maintain and cultivate positive relationship with residents, vendors and other Town departments is required.
• CPR/AED certification is required.
• The ability remain current with all required licenses, certifications and in-service requirements is required.
• The ability to operate a computer, printer, copy machine, scanner, fax machine, and other office equipment is required.
• The ability to speak, read and write in English is required. Spanish is desired.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is regularly required to sit; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; climb or balance; and stoop, kneel, crouch, or crawl; and taste or smell. The employee is frequently required to lift and/or move up to 25 pounds. 

Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee occasionally is exposed to working near moving mechanical parts and the risk of electrical shock when working with office equipment and outdoor weather conditions.  The noise level in the work environment is usually quiet to moderate.

While the offices of the Hendricks County Communication Center are open 24 hours a day, this position may require work on the weekends and holidays. It may also require the ability to drive Town vehicles. Thus, a valid driver’s license may be required.

Salary : $26 - $27