Public Safety Communicator

Description

Under the general supervision of the Communications Supervisor and the Executive Officer of the Police Department, respond to E911 and business calls to the combined Police/Fire Public Safety Communications Center; dispatch police, fire and EMT personnel; respond to burglar and fire alarms in accordance with established procedures; perform work as a fire and police signal operator, monitor police and fire radios, and other radios and communications devices, holding cell monitor, and outside perimeter cameras; maintain appropriate computerized and manual records; assist Fire and Police department personnel, as needed.

Responsibilities

• Answer multiple telephone lines at the Public Safety Communications Center; acquire information from citizens and other individuals requesting public safety services or assistance, including management of callers in stress; prioritize all calls for proper responses; respond to requests for information from citizens.

• Analyze information from multiple alarm systems, given signals, messages, codes and data, so that the information is properly interpreted in preparation for response.

• Process all medical calls using Emergency Medical Dispatch (EMD) procedures to obtain the chief complaint; dispatch the appropriate apparatus; and provide critical pre-arrival and post-dispatch instructions.

• Maintain central control and coordination of two-way radio communications for an FCC licensed base station consisting of multiple mobile and portable radio units.

• Maintain juvenile lock up logs and perform monthly reports of juveniles that were securely held.

• Add, modify, cancel, or locate National Criminal Information Center (NCIC) records including felony warrants, stolen vehicles, missing persons, as needed.

• Monitor and respond to multiple public safety radio channels; relay information and data as required for resolution, referral, or response to an incident or service request. Assess the priority of service requests.

• Prepare and enter data for dispatch or referral by evaluating, categorizing, formatting and documenting the incident or service-related information.

• Dispatch public safety personnel and apparatus twenty-four hours per day; dispatch selected town service personnel, such as DPW employees, after normal business hours; serve as dispatch for Fire and Police mutual aid requests.

• Generate correct, complete and concise records of public safety service requests in accordance with policies and procedures.

• Maintain communication records; record information and enter data into computer information system.

• Assist police officers and shift supervisor with arrests and bookings by conducting Department of Criminal Justice Information Systems (DCJIS) computer searches for outstanding warrants, suicide search, probation, out-of-state searches, license and registration searches and other related information; retrieve and print information for officers.

• Assist citizens at the station with a variety of issues, such as motor vehicle accident reports, fire arms applications, and giving out directions.

• Monitor county-wide fire radio system and coordinate mutual aid requests as needed.

• Assist other towns in Fire District with obtaining specialized apparatus and resources as needed.

• Work closely with other Fire Control Points and the Massachusetts Emergency Management Agency (MEMA) to activate Fire and EMS Task Forces or Strike Teams.

• Coordinate the reception of incoming resources to the Fire District under the Mobilization Plan.

Perform related duties as required.

Qualifications

Skills, Knowledge and Abilities

• Ability to communicate clearly and concisely in person and by telephone.

• Ability to assist the public and maintain favorable public relations.

• Ability to make decisions and judgments based on training, procedures, manuals and common sense.

• Ability to handle stressful situations, maintain a constructive attitude in response to difficult or adverse situations, and to reassure distraught callers during these situations.

• Ability to follow written and verbal instructions, and complex procedures outlined in the Police and Fire Manuals, and LEAPS manual.

• Ability to remember and recall detailed information.

• Ability to listen well and discern information from citizens under duress and/or citizens who have some difficulty communicating in English.

• Knowledge of automated emergency dispatch systems and procedures; highly skilled in performing word processing, data entry and other computer applications with accuracy and at a minimum of 30 words per minute.

• Ability to perform multiple tasks simultaneously and remain focused under stress.

• Ability to work cooperatively with supervisors and establish effective relationships with peers (e.g., team worker abilities).

• Ability to read, write and spell the English language.

• Ability to learn the street names and important locations within the Andover community.

• Ability to work a rotating shift position with a 4 and 2 base schedule and additional shifts available for bid throughout the year.

Education and Experience

Duties require high school diploma; knowledge of automated emergency dispatch systems and procedures; 2-3 years of related experience; or any equivalent combination of education and experience. Candidates are encouraged, but not required, to have experience in one of the following job areas: police, fire, or EMS dispatcher; police officer, firefighter or EMT/paramedic; police/fire alarm or telecommunications system installer; call center operator or dispatcher in non-public safety agency or private agency. Applicants credit, background and criminal history will be thoroughly reviewed.

Required Licenses or Certificates

Applicants will be required to successfully complete the following courses & acquire the applicable licenses upon their employment:

• Association of Public-Safety Communications Officials (APCO) Public Safety Telecommunicator (PST) course

• Medical Priority Dispatch System (MPDS) Emergency Medical Dispatch (EMD) course

• State 911 Department's - 911 Operator course

• Federal Emergency Management (FEMA) Incident Command System (ICS) 100 and 700 courses

• American Heart Association (AHA) CPR Certification

Supplemental Information

Supervisory Responsibilities

• None

Physical Elements

• Console/communications desk environment, subject to prolonged periods of sitting, continuous telephone and radio calls, interruptions, and high noise level.

• Close eye-hand coordination and finger dexterity required to operate equipment.

• Confined to console/desk area for most of the work day.

• Adequate hearing and visual acuity required to operate equipment.

• Urgent, emergency calls, emotional callers and short response deadlines produce recurring intervals of high stress.

FLSA Status: Non-exempt

Grade:D-1

Standard Work Week: 38.5 hours

Job Class Code: 5292

Risk Code: 7720

The Town of Andover is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, members of the LGBTQ+ community, and persons with disabilities are encouraged to apply. The Town is committed to advancing its workforce culture of antiracism, diversity, equity, and inclusion.