Emergency Communications Officers, Duke University Police (246591)

Duke University Police Department

Emergency Communications Officer Job Description

Occupational Summary

Emergency Communications Officers answer and process both emergency and non-emergency calls for service. They provide dispatch and communication support services for police, fire, emergency medical, and other related services.

Work Performed

• Operate a multi-line telephone system, and TTY system for the deaf and hearing-impaired.
• Process a variety of emergency and non-emergency calls for service received by telephone, radio, walk-ins, or the LiveSafe app; prioritize and route them to the appropriate responders or resources.
• Interview callers to obtain vital information, type details into CAD as they are being received, and provide pre-arrival instructions for emergency calls.
• Maintain legible and precise documentation of calls for service and related activities.   
• Disseminate calls for service via radio or computer-aided dispatch (CAD) systems.
• Receive and transmit radio traffic between intra- and interagency users to include police, security, and contract security officers, City/County law enforcement, fire, and EMS agencies, and other University radio system users.
• Monitor officers’ location via Fleetmatics GPS tracking software to assist with dispatching the units who are closest to an incident in order to facilitate the quickest possible response.
• Dispatch and coordinate the response of multiple agencies and departments as needed; including but not limited to, Durham Police, Durham County Sheriff’s Office, Fire Department, EMS, Animal Control, Wildlife Rescue, Street Maintenance, Duke Grounds & Sanitation, Duke Forestry, Towing Services, etc.
• Collaborate with other University and Medical Center departments to provide the most appropriate services to callers, such as the Duke Hospital emergency operators (115), the Office of Information Technology (OIT), Facilities Maintenance Departments (FMD), Duke Fire and Safety, Parking & Transportation, etc.
• Perform queries of local, state, and federal databases via the Division of Criminal Information Network (DCIN), Records Management Systems (RMS), Police to Police (P2P), and CAD; enter, modify, and extract data as needed by police, investigators, or others authorized to receive such data.
• Maintain files for missing/wanted persons and stolen property entered into DCIN.
• Monitor and document, in CAD, held and forced door alarm activations; dispatch officers to secure doors, and/or submit repair tickets, via Portico or calls to FMD, for any physical or mechanical issues.  
• Monitor security cameras placed in sensitive areas, parking garages, and dormitory areas to ensure the safety of visitors, students, and staff.
• Monitor and respond to a variety of technical systems and alarms including, (Fire, Burglar, and Irradiator Alarms, Outdoor Warning System, etc.)
• Monitor and communicate via real-time, two-way interactions that include location-tagged texts, calls, photos, and videos through the LiveSafe mobile safety app.
• Make timely-warning notifications to the Duke Community via the DukeAlert and Outdoor Siren Systems.
• Participate on assigned work teams and complete special projects as assigned by direct supervisors.

EXPERIENCE:

Must have a high school diploma or its equivalent. One year of experience as a 9-1-1 telecommunicator, or operator in a high-volume call center preferred.

Skills and Requirements:

• Perform job duties at a ‘successful’ level, as defined by Duke University’s performance evaluation standards.
• Strong ability to multi-task and work in a fast-paced environment
• Strong critical thinking and problem solving skills
• Exceptional customer service skills
• Communicate effectively and respectfully with members of the community, supervisors and peers while demonstrating tact and diplomacy, and maintaining confidentiality.
• Exceptional verbal and written communication skills which demonstrate the ability to submit accurate documentation and effectively communicate information and ideas.
• Deescalate difficult situations by remaining professional and calm, displaying empathy, and demonstrating impulse control.
• Successfully become DCIN Certified by completing the DCIN Training Course within 120 days of employment; and maintain certification by successful testing biennially.
• Successfully complete Security Awareness Training within 6 months of hire, and then biennially, as mandated by FBI/CJIS.
• Successfully complete the Sheriffs Standards 47-hour Telecommunicator Certification Course.
• Successfully complete the annual telecommunicator in-service training.
• Availability for work must be conducive to our responsibility for 24-hour coverage.  Must be flexible and able to work 12-hour day and night shifts, weekdays, weekends, holidays, special events, and mandatory overtime assignments;
• Demonstrate proficient use of relevant equipment including desktop computer, laptop, radio console, two-way radios, push-to-talk devices, etc.
• Ability to hear and retain detailed information.
• Ability to fluently speak, read and understand the English language.
• Ability to read and understand maps.

Minimum Qualifications

Education

Work requires comprehension and communications skills normally acquired through a high school education.

Experience

One year of experience in large volume communication systems or an equivalent combination of education and relevant experience.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.