Lead Communication Officer

The purpose of this classification is to lead a crew of Communications Officers in an assigned unit on an assigned shift, to provide on-the-job training to newly hired Communications Officers, to answer and process emergency and non-emergency calls through the E-911 Communications Center and to dispatch emergency personnel and first responders.  Incumbents in this classification provide lead guidance, direction and training to assigned staff.

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS:

• Leads operations of assigned staff on an assigned shift; provides lead guidance, advice, technical expertise and training; consults with Shift Supervisor regarding work priorities; makes work assignments; monitors work in progress; ensures shift activities comply with established policies and procedures; explains and interprets policies and procedures; monitors equipment function; and notifies Shift Supervisor of malfunction or needed repairs.
• Serves as an on-the-job training specialist: assists in training policies and procedures for E-911 Communications Officer I job requirements; monitors calls for and ensures compliance with policies and procedures; assists with unusual/difficult situations; tracks progress of the trainee; and writes reports regarding the same.
• Monitors, instructs, and participates with trainee in answering 911 emergency and non-emergency calls: determines nature of the call and correct signal and/or code; enters information into the Computer Aided Dispatch (CAD) System; and advises supervisors of all priority calls.
• Provides lifesaving and pre-arrival instructions to callers in emergency medical situations: remains available to callers while units are in route; and checks medical status.
• Dispatches the appropriate agency personnel to scene through use of radio and CAD systems: coordinates multi-unit response calls; maintains awareness of available response units; dispatches calls to available units; maintains contact with response units to provide information and instructions regarding emergencies; and assists in the coordination of correct response to emergencies.
• Utilizes computer to enter and retrieve data/information related to police, fire, and emergency medical service activity: retrieves and relays information from the Georgia Crime Information Center (GCIC) and National Crime Information Center (NCIC), such as driver’s license, weapon registration, vehicle tag, article identification numbers, date of birth, etc. to law enforcement personnel.
• Identifies incorrect or outdated information contained in the CAD: prepares and completes update forms for changes of street names and/or addresses; and submits to supervisor for verification.
• Contacts complainants, alarm companies, wreckers, EMS, and other agencies: confirms warrants at the request of law enforcement officers; relays information regarding located, recovered, or stolen articles; and relays other information as required.
• Testifies in court as needed; may be called to testify as the owner of a voice on an E-911 recording and/or to be a witness that a call was received.
• Perform other duties of a similar nature or level.

Qualifications

Education:    High school diploma or GED.

Experience:  18 months of experience as a Communications Officer II.

Knowledge/Skills/Abilities:

Skills:

• Proficiency in working within deadlines, interpersonal communication, and report preparation.
• Good communication skills, both oral and written.
• Strong organizational and proofreading skills.
• Computer skills sufficient to discern and solve routine problems.
• Must be able to type a minimum of 30 words per minute.

Knowledge:

• Considerable knowledge of operations of governmental departments and procedures, governmental and departmental policies, and applicable state and local rules and regulations.
• Knowledge of Augusta/Richmond County service area including streets and landmarks.
• Knowledge of map reading techniques, including directions of travel and freeway access
• Knowledge of Police, Fire and EMS dispatching techniques, practices and procedures.
• Considerable knowledge of Radio/Telephone procedures and equipment.

Abilities:

• Ability to condense and organize large amounts of information into readable, sensibly typed remarks in a timely manner and recall numerous acronyms and type codes essential to efficient and accurate call processing.
• Ability to make timely and appropriate decisions under emergent circumstances based on technical standards, criteria and policies.
• Ability to remember numerous details and quickly recall essential information.
• Ability to consistently think clearly and respond quickly in a wide variety of emergency situations.
• Ability to speak English clearly, possess an excellent vocabulary and verbally communicate rapidly.
• Ability to deal effectively with people in a multi-cultural society under extremely stressful situations.
• Ability to quickly perform multiple time-sensitive tasks in response to visual and sound stimuli with a high degree of accurac.y
• Ability to work independently.
• Ability to supervise and interact with subordinate personnel.
• Ability to articulate in a clear, concise manner, disseminating complete and accurate information in a logical and timely basis both orally and in writing.
• Ability to work under stress; be a team player and establish good working relationships; maintain self-control under stressful circumstances.
• Ability to discern several conversations simultaneously, disseminate appropriate information, prioritize actions and respond in an effective manner Ability to be available for shift work encompassing a 24 hour day, seven-day week; inclusive of days, evenings, nights, weekends, and holidays
• Ability to be available for shift work encompassing a 24 hour day, seven-day week; inclusive of days, evenings, nights, weekends, and holidays.

Licensing/Certification:

• Must possess and maintain the following certifications: Georgia Basic Communications Officer, GCIC and NCIC, Cardiopulmonary Resuscitation (CPR), Emergency Medical Dispatch (EMD), and certification on all dispatch consoles.
• Must have the ability to obtain Communications Training Officer (CTO) certification within one year of hire.

Other:

• This position require staff call up in an emergency situation.

PERFORMANCE APTITUDES:

• Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
• Human Interaction: Requires the ability to act as lead person or crew leader, providing guidance to a work unit, coordinating activities, and reviewing work of the unit.
• Equipment: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
• Verbal: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Math: Requires the ability to perform basic calculations.
• Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
• Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
• Physical Abilities: Requires the ability to perform sedentary to light work which may involve extended periods of time at a keyboard or work station.
• Sensory Requirements: Some tasks require the ability to perceive and discriminate cues or signals. Some tasks require the ability to communicate orally.
• Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.

TRAINING & SUPERVISORY RESPONSIBILITY:

• More than ten staff .

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.