Communications Officer/911 Dispatcher

Summary / General Purpose:

The Communications Officer will answer, process, and transmit emergency and non-emergency calls for police, fire, emergency medical responders, and other agencies via telephone and Computer Aided Dispatch (CAD) systems. Essential Duties and Responsibilities:

• Receive and respond to requests for police, fire, medical, or other services. Relay information regarding incidents and other activities to appropriate agencies and staff.
• Thoroughly, quickly, and accurately interview callers to determine authenticity, nature, identity, and location of required services, and enter information into the computer-aided dispatch (CAD) system.
• Utilize and interpret caller information provided to determine priority of services required.
• Evaluate speech and emotional state of callers, utilize interpersonal, conflict resolution, and communication skills to de-escalate emotional callers, provide instructions, and ensure appropriate assistance and / or services are provided.
• Maintain records, timelines, identification, and type(s) of service(s) provided.
• Mentor Non-Emergency Calltakers as requested.
• Maintain regular and predictable attendance during operating hours to perform the duties of the position, including other duties as assigned.

Working Conditions:

• Exposure to high-stress and emotionally intense situations, including handling traumatic or life-threatening emergencies.
• Regular exposure to emotionally distressing and traumatic situations requiring emotional stability and resilience.
• Extended periods of sitting, typing and computer work, regular standing and walking, and occasional lifting up to 20 pounds in an office environment.

Minimum Qualifications and Experience Level I:

• High School diploma or equivalent.
• Eighteen (18) years of age or older.
• Demonstrated ability to type 40 words per minute.
• Ability to pass a critical-thinking skills evaluation prior to date of hire.
• Ability to obtain and maintain the following certifications:
  • Utah State Bureau of Criminal Investigation (BCI) / FBI Criminal Justice Information Services (CJIS) certification within three months of date of hire.
  • Ability to obtain and maintain the APCO calltaking certification: (EMD)
  • Ability to obtain and maintain 40-hour Communications Training certification within one year of date of hire, unless exemption is issued by the Executive Director / CEO.
  • Ability to obtain and maintain National Incident Management (NIMS) 100, 200, 700, 703, and 800 certifications.
    Annually complete thirty (30) hours, minimum, of continuing education and mandated training to retain certifications.
  • Ability to maintain CPR Certification.
• Ability to remain calm and professional in high-stress situations.
• Time management and organizational skills to consistently meet deadlines.
• Ability to work independently and as part of a team.
• Demonstrated ability to work with a diverse audience of staff, customers, vendors, and general public, utilizing effective interpersonal, negotiation, and conflict resolution skills, always acting with integrity and professionalism.
• Ability to speak, read, and write professionally, as well as compile, analyze and present information in English.
  Proficiency with Microsoft Office suite of programs (other CAD).
• Ability to work rotating shifts, nights, weekends, holidays, or overtime as requested for back-up shifts.
• Valid Utah driver license or ability to obtain within 2 weeks of date of hire.
• Ability to pass drug screening, fingerprint and criminal background check.

Preferred Qualifications and Experience:

• Previous experience in public safety.
• Spanish language proficiency. Employees who successfully complete the SLVECC Language Translation Program and commit to providing translation services as needed will be eligible to receive an annual stipend.