Communications Officer

Essential Functions

• Answers emergency and non-emergency calls using a multi-line telephone system, evaluates the nature and priority of calls for service; enters and updates information within the Computer-Aided Dispatch (CAD) system while dispatching the appropriate agency on a multi-channel radio console.
• Maintains accurate documentation and ensures effective communication during routine and high-stress situations.
• Monitors multi-channel radio communications to maintain the status of field personnel, logs radio traffic, and responds to requests from emergency personnel.
• Provides emergency medical dispatch (EMD) instructions and pre-arrival instructions in accordance with approved protocols.
• Verifies caller information and validates addresses within database; transfers calls to appropriate jurisdictions when necessary.
• Communicates clearly and effectively using radio, telephone, and other communication technologies.
• Notifies appropriate personnel for critical events in accordance with departmental policies and procedures.
• Maintains composure in high-stress environments and provides reassurance and direction to distressed callers while managing multiple incidents simultaneously.
• Utilizes language translation services when with non-English speaking callers.
• Maintains required logs, reports, and documentation.
• Processes open records requests when assigned.
• Maintains a clean and organized work environment, including routine housekeeping tasks within the communications center.
• Attends required training and continuing education to maintain applicable certifications and remain current on departmental operations and procedures.
• Aids in the training of new communications officers after completing two (2) years of service.
• Maintains confidentiality while cooperating with federal, state, and local law enforcement agencies when supporting investigations or responding to court subpoenas related to 9-1-1 calls or CAD records.
• Maintains regular and predictable in-person attendance during regular operation hours of the City of Henderson Emergency Communications Center.
• Willing and able to work a variety of shifts including days, evenings, nights, weekends, and holidays as assigned.
• May be required to work night shift, rotating shifts, extended shifts, or mandatory overtime in order to maintain continuous 24-hour emergency communications center operations.
• Willing and able to work mandatory overtime, holdover shifts, emergency call-ins, and minimum staffing assignments when operational needs require.
• Must undergo and successfully complete drug test and alcohol screening prior to employment and undergo and successfully complete future drug tests and/or alcohol screenings pursuant to the City’s Drug and Alcohol Policy.

Additional Functions

• Maintain a positive attitude and contribute to a collaborative team environment within the Communications Center.
• Provide strong customer service skills when interacting with members of the public as well as internal partners, including city departments and other public safety agencies.
• Support emergency services for the City of Henderson with a high standard of conduct both on and off duty.

Minimum Qualifications

• High school diploma or GED required.
• Experience in public safety telecommunications preferred.
• Must demonstrate the ability to type a minimum of 30 w.p.m. at time of application.
• Within the first twelve (12) months of employment, the employee must obtain and maintain the following certifications:
• Certification as a Telecommunicator by the Kentucky Law Enforcement Council (KLEC) by successfully completing the Public Safety Dispatch Academy (PSDA) at the Department of Criminal Justice Training Center (DOCJT) in Richmond, Kentucky.
• Continuing education requirements include a minimum of eight (8) hours annually.
• CPR Certification.
• Emergency Medical Dispatch (EMD) certification.
• LINK/NCIC certification (required upon employment).
• National Incident Management System (NIMS) certifications; NIMS 100, NIMS 200, NIMS 700.
• Must also complete the Henderson Emergency Communications Center training program which begins upon employment. This structured program provides the foundational knowledge required to perform the duties of a Communications Officer and is expected to be completed within approximately fifteen (15) weeks.
• Successful completion requires achieving acceptable competency scores on daily observation evaluations.
• Must be able to travel and attend required training, including mandatory training at the Department of Criminal Justice Training (DOCJT) in Richmond, Kentucky.
• Must successfully pass a background investigation and must not have been convicted of a felony or disqualifying offenses pursuant to KRS 15.540.

ADA Compliance

• Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds).
• Sensory Requirements: Tasks require the ability to perceive and discriminate sounds and visual cues or signals. Tasks require the ability to communicate effectively orally and in an organized format.
• Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.