Job opportunity at City of La Vergne Human Resources - Emergency Communications Specialist (2024)

Job Summary

Under the direct supervision of the Emergency Communication Manager, this non-sworn position is responsible for specialized and highly skilled telephone and radio communications work of more than average difficulty. Dispatchers are responsible for providing citizens and the Police and Fire Departments of the City of La Vergne with the highest level and quality of service in the operations associated with a Public Safety Communications Center and an Enhanced 911 (E-911) Public Safety Answering Point (PSAP). The department is staffed and operational on a 365-day-per-year, twenty-four (24) hour-per-day basis. This is a "mission-critical" and Safety-Sensitive position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers incoming emergency and non-emergency calls for law enforcement, fire, and emergency medical services and obtains required information for a safe, efficient emergency response of all required public safety agencies.
• Quickly and accurately enters all information regarding the incident(s) into the Computer Aided Dispatch (CAD).
• Operates all radio consoles and equipment providing appropriate command, control, and support information to public safety responders.
• Dispatches law enforcement and fire personnel in adherence with established policies and procedures and APCO standards.
• Tracks and documents the status of personnel and equipment
• Provides self-help pre-arrival instructions to callers with established priority dispatch protocols.
• Answers non-emergency and administrative calls for service, obtains pertinent information from the caller and responds to requests for information, or makes referrals as appropriate.
• Performs records and information access on a variety of highly secure law enforcement databases, both internal and external.
• Operates multiple line telephone systems that receive 911 calls and non-emergency calls, interviews the callers to determine the exact nature of the call, obtains all information needed, and then must quickly and accurately classify the call and determine the priority and type(s) of response required.
• Must provide excellent customer service at all times to the public departmental personnel.
• Must be able to explain ordinances, laws, policies, and procedures concerning the reporting of complaints, violations of laws, reporting of crimes, and general information of a law enforcement nature.
• Deals appropriately with citizens who may be angry, upset, and/or distraught utilizing conflict resolution skills, tact, and empathy without violating laws, rules, or departmental policy.
• Operates and accesses the T.B.I. Tennessee Information and Enforcement System (TIES) and the Tennessee Crime Information Center (TCIC) computer systems, as well as the F.B.I. National Crime Information Center (NCIC) computer systems, as well as several other local, state, and federal databases for law enforcement purposes.
• Enters stolen articles, vehicles, weapons, and other stolen items into the TCIC and NCIC, as well as searches these databases to determine if items have been entered into these databases.
• Collects and enters into the TCIC and NCIC information on AMBER ALERTS, endangered children and persons, SILVER ALERTS, et cetera.
• Dispatchers must be able to obtain address information, and GPS mapping locations, and give the proper directions to responding emergency and public safety responders.
• May be required to assist during community events, community informational events, and other such occurrences by directing people to the appropriate area, answering questions, and providing written information.
• This position involves regular shift work necessary to provide emergency communications services to police, fire, other emergency services, and to the public, on a 24-hour-per-day, 365 days-per-year basis.
• Shifts are normally 8 hours in duration but may be extended in the event of an emergency, disaster, personnel shortage, workload, or work-in-progress.
• Personnel in this position are also subject to scheduling on a day off to meet staffing requirements as a result of workload, and more than 28,000 Calls-For-Service per year.
• Maintains various electronic and manual files, logs, forms, dispatch-related information, teletype messages TCIC/NCIC entries reports, and other files and records according to local, state, and federal guidelines.
• Each Specialist must complete the training required by the APCO, TBI, and FBI, as well as state and federal law and guidelines, and must refresh their certifications on an annual basis through regular re-training and re-certification classes.
• Maintains awareness of surrounding activities in the Emergency Communication Center involving other personnel, and provides appropriate back-up when necessary.
• Performs operator troubleshooting and maintenance of console equipment and workstation furniture.
• Participates in special projects and assignments that are directly related to the mission operations and/or maintenance of the center.
• Performs other duties as directed or as the situation dictates.

MINIMUM QUALIFICATIONS

• Must be a minimum of eighteen (18) years of age.
• Must possess a high school diploma or a General Equivalency Diploma (GED) recognized by the Tennessee Department of Education.
• Must pass the Criticall Public Safety Dispatcher test.
• All applicants will have an in-depth background investigation conducted by the LPD Criminal Investigation Division, and have no history of any felony arrest, nor have been convicted of or pled guilty to, or entered a plea of nolo contendere to any charge, or to any violation of any Federal or State laws or city ordinances relating to force, violence, theft, dishonesty, gambling, liquor or controlled substances; nor to any misdemeanor arrest involving moral turpitude; and no arrest for D.U.I. in the prior ten (10) years.
• Must pass a physical examination by a licensed physician.
• Must pass a polygraph by a certified polygraph examiner.
• Must pass a psychological evaluation, free from any impairment, as outlined in the current edition of the Diagnostic and Statistical Manual of Mental Disorders (DSM) of the American Psychiatric Association at the time of the examination, that would, in the professional judgment of the examiner, affect the person’s ability to perform an essential function of the job, with or without reasonable accommodation.
• Must be a U.S. citizen.
• Must possess a valid Tennessee Drivers’ License or could obtain one in a reasonable period.
• Must be willing to attend training in TIES/NCIC and other Criminal Justice Information System functions and pass all required tests with a minimum of 80%.

PREFERRED QUALIFICATIONS:

• Minimum of two (2) years of college courses (at least 64 semester hours) are preferred.
• Experience in a law enforcement, fire, or EMS Dispatch function, or an E-911 PSAP answering

SKILLS, KNOWLEDGE, AND ABILITIES

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Receives and processes 911 and administrative phone lines in Communications.
• Dispatch appropriate equipment on calls received for police and fire.
• Operates radio to communicate with police/fire units.
• Operates the Computer Aided Dispatch (CAD) system logging information related to events.
• Ability to monitor and track police/fire units geographically.
• Locate streets, parks, public places & landmarks throughout the city.
• Communicates with towing services, utility crews, etc., as needed.
• Responds to routine requests for information or assistance from members of the staff, the public, or other individuals.
• Assign incident and arrest identification numbers.
• Prepares and/or generates routine reports, logs, directories, forms, and other documents.
• Ability to keep sensitive information confidential.
• Performs basic computer maintenance tasks.
• Monitor closed-circuit security cameras.
• Monitor the weather radar system to activate the severe weather alert system accurately.
• Monitor the NCIC system for all pertinent incoming messages.
• Ability to use knowledge of various software programs to operate a computer effectively and efficiently.

PHYSICAL DEMANDS

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of automated office machines which includes a computer, printer, fax machine, copier, calculator, telephone, radio transmitting equipment, etc. Must be able to move or carry objects or materials. Must be able to exert up to twenty pounds of force occasionally, and/or up to ten pounds of force frequently. Physical demand requirements are at levels of those for sedentary work.

DATA CONCEPTION: Requires the ability to compare and or judge the readily observable functional, technical, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.

INTERPERSONAL COMMUNICATION: Requires the ability to speak and/or signal people to convey or exchange technical and administrative information related to law enforcement, emergency medical, and radio codes. Includes giving assignments and/or directions to co-workers or assistants.

LANGUAGE ABILITY: Requires the ability to read a variety of informational documentation, directions, instructions, and methods and procedures related to the job of Emergency Communications Specialists. Requires the ability to write reports with proper format, punctuation, spelling, and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and a well-modulated voice.

INTELLIGENCE: Requires the ability to learn and understand basic to complex principles and techniques; to make independent judgments in the absence of supervision; to acquire knowledge of topics related to the job of Emergency Communications Specialists.

VERBAL APTITUDE: Requires the ability to record and deliver information to supervisors and officials; to explain procedures and policies; and to follow verbal and written instructions, guidelines, and objectives.

NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; determine time and weight; and utilize statistical inference.

FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with office equipment.

MOTOR COORDINATION: Requires the ability to coordinate hands and eyes in using automated office equipment.

MANUAL DEXTERITY: Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must be able to use one hand for twisting or turning motion while coordinating the other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

COLOR DISCRIMINATION: Requires the ability to differentiate colors and shades of color.

INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people (i.e., staff, supervisors, the public, and officials) beyond giving and receiving instructions such as in interpreting departmental policies and procedures. Must be adaptable to performing under considerable stress when confronted with an emergency related to the job of Emergency Communications Specialist.

PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas through spoken words). (Hearing - perceiving nature of sounds by ear).

THE CITY OF LA VERGNE IS AN EQUAL OPPORTUNITY EMPLOYER AND DOES NOT DISCRIMINATE ON THE BASIS OF RACE, SEX, COLOR, RELIGION, NATIONAL ORIGIN, AGE, DISABILITY, OR VETERAN STATUS IN EMPLOYMENT OPPORTUNITIES.