Description

Emergency Communications is a division of the Norfolk Police Department and serves as a central point to provide timely, accurate, and critical 24-hour communications with all field public safety units. It is structured to provide public access for emergency 911, and non-emergency response from Public Safety Personnel, such as police, fire, and medics by being staffed on a 24-hour basis, seven days a week. It also serves as the 24-hour point of contact for all multi-jurisdictional, state, and federal notifications regarding public safety.
Functions in the duties of receiving requests for police, fire, and emergency medical services via multi-line 911 telephones, operating computer-aided dispatch (CAD) systems and dispatching public safety units via 2-way radios. Operates various telecommunications equipment and applications to dispatch public safety units and monitor radios and telephone calls. Simultaneously attends to telephone and radio system while entering and extracting data from computer systems.

Essential Functions

• As appropriate, train and certify on Norfolk 911 call handling equipment (CHE) and applications, to include multi-line NG911 and administrative phone lines and associated equipment.
• Train and certify on Police and Fire/EMS radio dispatch channels and associated equipment.
• Responds to emergency requests by answering multi-line telephones, including NG911 lines, SMS/Text, and entering data into computer-aided dispatch (CAD) system.
• Dispatch police, fire, and/or emergency medical service (EMS) units by relaying information to street units, verifying information, and monitoring radio transmission.
• Provide additional assistance to personnel, citizens, and the public by searching for warrants, locating phone numbers and addresses, contacting outside agencies regarding power failures, gas leaks or other issues, and using the computer to access DMV records, gun licenses, and other relevant information.
• Must type minimum 30 words per minute. Keyboard proficiency is required to effectively work in this position.
• Attend in-house Public Safety Telecommunicator academy to ensure attainment of the following certifications: Emergency Medical Dispatcher (EMD), Cardio-Pulmonary Resuscitation (CPR), and Virginia Criminal Information Network/National Crime Information Center (VCIN/NCIC).
• Answer stressful calls while entering data into computer aided dispatch system (CAD) for Police/Fire/EMS dispatch.
• Ability to speak clearly and effectively control a conversation with distressed callers.
• Ability to read maps, reference books, technical manuals, medical cards, and related correspondence.
• Work involves choices of actions within limits set by standard practices and procedures. Mature and professional judgment is required to apply the proper course of action.
• Maintain communication with other departments which may involve decision-making for public safety purposes.
• Ability to work with various local, state, and federal law enforcement agencies.

Education/Experience

• Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

• Twelve (12) months of experience as a Public Safety Telecommunicator.

• Courses in the Criminal Justice, Emergency Medical, or Fire service fields.
• Customer service experience with keyboard proficiency in high-stress environment.
• Ability to easily navigate a desktop computer and direct customer service in a stressful environment.

Additional Information & Requirements

Required:

• Type a minimum of thirty (30) words per minute (WPM).
• Ability to obtain the following certifications within six months; Virginia Criminal Information Network/National Crime Information Center (VCIN/NCIC), CPR, In-house Academy, Emergency Medical Dispatch, Virginia Department of Criminal Justice Services (Dispatcher)

• Virginia Criminal Information Network and/or National Crime Information Center (VCIN/NCIC), Cardiopulmonary Resuscitation (CPR), Emergency Medical Dispatch (EMD).