Police Emergency Communications Specialist

Actively supports and upholds the City's stated mission and values. Performs interactive law enforcement, fire and medical communications related duties with members of the public and users of the 911 Center.

Under supervision of a Police Emergency Communications Specialist Supervisor, employees of this class are responsible for simultaneous operations including: answering a multi-line telephone bank with primary 911 PSAP functions, operation of multi-channel radios, Computer Automated Dispatching (CAD) system, records management system (RMS) and Arizona Criminal Justice Information System (ACJIS) records processing.  Incumbents are responsible for receiving, coordinating, and disseminating critical information from and to multiple sources/resources within acceptable time frames.  Works in a 24/7 operational environment.

 ADMINISTRATIVE DUTIES

• Supervisory:  This job does not have formal supervisory responsibilities.
• Budgetary:  This job does not have budgetary responsibilities, but carries out day-to-day activities within approved budget.
• Strategic Planning:  This job does not have strategic planning responsibilities, but carries out day-to-day activities in order to reach the stated goals and objectives.
• Policies/Procedures:  This job carries out day-to-day activities in accordance with established policies and procedures.
• Compliance: This job carries out day-to-day activities in accordance with Federal, State, and Local laws, rules, and regulations as well as City policies and procedures.
• Council Communications:  This job carries out day-to-day activities in accordance with Council's adopted priorities and direction.
• Reporting:  This job does not have duties related to reporting to Federal/State/Local agencies.

EXAMPLES OF THE WORK PERFORMED (ILLUSTRATIVE ONLY)

• Provides excellent customer service to both internal and external customers.
• Answers, evaluates, and prioritizes incoming telephone calls including 911, administrative, "hot lines," TDD, and general public inquiries. 
• Creates calls for service from calling parties (by typing via keyboard) and advises and assigns appropriate response units, providing concise information; or may transfers callers to correct jurisdictions for service responses.
• Utilizes multiple radio frequencies and telephone to orally communicate clear, concise information for response by field units including law enforcement, fire, and medical.  Coordinates initial and on-going informational elements with units of all services.  Tracks and maintains location and status of all field units.
• Interprets incoming information for accurate geographical locations; reads and reviews CAD maps and other physical city, county, state, and US map data to ensure accurate and appropriate responses.  Utilizes map data to assist law enforcement, other criminal justice agencies, fire, and medical staff needs for response or other functions.
• Retrieves from and enters information into the ACIC/NCIC automated files by typing information into the correct masks or utilizing the correct alpha-numeric string format.  Evaluates returned information for proper dissemination and further action to requesting units.
• Utilizes the National Academies of Emergency Dispatch (NAED) Emergency Medical Dispatching (EMD) system to provide self-care steps and information to callers during medical emergencies prior to the arrival of medical professionals.
• Coordinates activities, aid, and mutual aid via telephone and/or radio with other essential and specialized functions such as City, County, and State Street and Highway maintenance departments, domestic animal, wildlife (Game and Fish) and livestock control, Search and Rescue, METRO, GITEM, I.E. Helicopters, Wildland Fire Operations (USFS), electrical and natural gas utility companies, railroads (BNSF), adjacent law enforcement agencies, fire departments, and/or other groups upon request or by evolving need.
• Monitors a variety of communications equipment (radio, telephone, CAD) to ensure proper function.  Assists in troubleshooting as required and reports failures or problems with any system.  Tests equipment as needed.
• Utilizes Records Management System (RMS) data (by retrieving, reviewing, and interpreting) on behalf of all users and customers.  Enters some data into system for tracking purposes.
• Understands and applies all appropriate policies, procedures, or orders as they apply.  Incorporates mission and value statements into manner of operation during daily work flow.  Reviews and complies with updates and changes to work flow published via memo book, email, or another devise.  Utilizes correct forms and work flow to communicate information inter or intra departmentally.
• Maintains confidentiality of work-related information.
• May be assigned to train newly hired Emergency Communications Specialists. Employees who are assigned to train will be afforded CTO pay per city policy.
• Prepares the necessary forms to record disposition of complaints handled by departments.
• Performs data entry and some clerical duties.
• Other duties as assigned.
  
   

MINIMUM REQUIREMENTS

• High school diploma or G.E.D.
• Must 18 years of age
• Two years of multitasking experience.
• Two years of computer experience.
• Minimum typing speed of 35 words per minute.
• Any combination of experience and training predicting the ability to successfully fulfill the required knowledge, skills, and abilities.
• Or any combination of education, experience, and training equivalent to the above Minimum Requirements.
   

 DESIRED EXPERIENCE AND TRAINING

• College coursework or degree in a related field.
• Familiarity with Coconino County geography.
• Familiarity with Microsoft Windows workstation environments.
   

  OTHER REQUIREMENTS

• Must recognize and accept the expectation of ethical and law-abiding behavior in both professional and personal life, as an example to the public you serve.
• Ability to pass a CritiCall test assessment, an extensive police background investigation, including a polygraph test and pre-employment drug screening.
• All Emergency Service Employees shall maintain their principal residence within the state boundaries of Arizona.  All Emergency Service Employees, except those holding a position in Fire, will arrive at the assigned or emergency work location within one (1) hour from notification to report to duty.
• Ability and willingness to work all shifts, including days, evenings, graveyards, weekends, and holidays.
• Ability to wear a uniform.
• Must possess, or obtain upon employment, a valid Arizona driver's license.
• Regular attendance is an essential function of this job to ensure continuity.
   

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (ILLUSTRATIVE ONLY)

• Ability to communicate effectively with all callers obtaining complete information to determine level of response and proper jurisdiction for indicated needs including law enforcement, fire, and medical.
• Ability to function and provide excellent customer service in an environment often defined by the effects of emotionally charged emergency calls for service.
• Ability to communicate clearly, concisely, tactfully, and effectively both orally and in writing.
• Ability to work independently, exercise good judgment under stressful conditions, and multi-task in a fast-paced environment.
• Ability to operate computer-based systems via competent keyboarding and mouse skills – radio, telephone, CAD, and other applicable processes as identified or utilized.
• Ability to establish and maintain effective, professional relationships with customers, co-workers, and all cooperating groups.
• Ability to work within chain of command structure.
• Ability to work varying shifts including days, evenings, nights, weekends, and holidays.
  
   

• While performing the duties of this job, the employee is frequently required to sit, use hands to finger/handle/feel, talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• There are no special vision requirements for this position.
• There are no special working conditions for this position.
• The noise level in the work environment is usually moderate.