Communications Officer

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this document are representative of the knowledge, skill, and/or ability required. Boone County provides reasonable accommodation to qualified employees and applicants with known disabilities who require accommodation to complete the application process or perform essential functions of the job unless the accommodation would cause an undue hardship. As a 911 Emergency Communications Officer, under general supervision, you will be responsible for receiving, recording, and dispatching 911 calls to the appropriate emergency public safety personnel. Duties are performed in an Emergency Dispatch Center environment which is fast-paced, and very often stressful. Emergency Communications Officers must provide excellent customer service to the public while exercising considerable tact and firmness in obtaining information from distressed person(s). Some of the responsibilities are below but the list is not limited to only these functions.

• Answer 911 emergency and non-emergency calls from the public utilizing a variety of communications devices such as telephone, radio, and computer.
• Assist inbound calls, from our internal customers, with citizen information, BMV records, jail information, background reports and other related information efficiently and expeditiously.
• Obtain pertinent information from incoming calls in a prompt and courteous manner.
• Obtain pertinent information from incoming calls in a prompt and courteous manner.
• Managing challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, adolescent, angry, or foreign-language-speaking callers.
• Providing direct counseling to suicidal person(s), domestic violence victims, and children.
• Classify and prioritize calls to establish and coordinate the proper public safety response.
• Dispatch the appropriate resources such as police, fire, EMS, EMA and/or other emergency personnel as appropriate. Coordinate mutual aid when required.
• Operating a sophisticated work station comprised of multiple computer systems such as, Computer Aided Dispatch System (Caliber CAD) to record data promptly and accurately from all calls in addition to using geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, all while maintaining the use of communications systems such as monitoring radio communications and recorded telephone systems.
• Efficiently operate computer terminal connected to IDACS, NCIC, and the BMV to obtain and relay essential information to emergency response personnel.
• Use knowledge of law enforcement, fire and EMS protocols to prioritize and sequence calls promptly in ample time with limited or no supervision.
• Monitor the status of public safety units to ensure officer safety and availability of services.
• Demonstrating clear and effective communications and active listening with public safety responders using appropriate terminology, codes and signals
• Efficiently operate multiple communications devices and computer terminals concurrently to insure swift and appropriate responses to calls.
• Maintaining communication during life-threatening emergencies, providing safety/lifesaving instructions, and maintaining control of the conversation until field units arrive on the scene.
• Utilizing training and reference resources when determining the nature and priority of the emergency incidents that have live-streaming videos, graphic images, and text.
• Documenting thoroughly and accurately all incident activities while maintaining awareness of scene activity.
• Monitor alarms and security systems both internally and externally.
• Use mass notification software, including social media platforms, to keep the public informed of emergency incidents.
• Completing training, certifications, and competencies as needed by actively seeking training, maintaining certifications required for assigned Public Safety Telecommunicator (PST) position, and completing continued education and career development as needed.
• Perform other duties as needed, required, or assigned.

• High School Graduate or GED and at least 18 years of age.
• Be a U.S. Citizen.
• Valid Indiana Driver’s License
• Cannot have any Felony, Battery misdemeanor or Domestic Violence conviction
• Possess good moral character as determined by a favorable comprehensive background investigation covering school, employment records, home environment, personal traits and integrity
• Consideration will be given to all law violations, including traffic and conservation law convictions, as indicating a lack of good character.

PREFERRED SKILLS:

This position must be able to provide excellent communication skills. These skills should be proven both verbally and by written means. This position must be able to follow written and oral instructions. This position must have leadership and decision-making skills to complete tasks in the most efficient and timely manner. This position requires multitasking capabilities. Some of these skills are detailed below:

• Adhere to policy and procedure requirements that are stringent, rigorous and unwavering, including confidentiality of information and trustworthiness while dealing with sensitive information.
• Ability to record information utilizing a keyboard quickly and accurately.
• Ability to communicate in the English language clearly, effectively, and efficiently, both verbally and in writing. Bilingual ability is a plus.
• Able to read and interpret geographical spatial data and maps quickly and accurately
• Capable of multi-tasking, exercising good judgment, and making quick decisions in stressful situations.
• Capable of working rotating shifts (including evening and midnight), weekends, holidays, and overtime. Flexibility to accommodate unexpected situations, emergencies, etc. to ensure 24/7/365 coverage of the Boone County Communications Center.
• Subject to call back and hold over to maintain minimum staffing 24/7
• This position is designated as essential and must report to work during times when the government/agency is closed.
• Able to maintain a professional, calm, and helpful attitude with callers.
• Able to work well with others in a confined area for hours at a time.
• Be able to demonstrate an understanding of community focus
• Must be an effective problem solver.
• Ability to analyze situations quickly and objectively, and on own initiative, to determine the proper course of action.
• Effectively work with other divisions within the office as well as agencies outside the office.
• Must want to work in a public services environment and have the desire to assist the public in distressed situations