Communications Officer / 911 Dispatcher

The Communications Officer is responsible for the operation and activities relative to the Sheriff’s Office Communications Center, including all emergency and non-emergency requests for service.

Essential Functions/Responsibilities

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

Position Duties

• Answer and process 911 emergency and non-emergency calls from the public, interdepartmental calls for police, fire and ambulance services, and calls from other public safety agencies for McLeod County. McLeod County dispatches for 19 public safety agencies within McLeod County as well as several State agencies.
• When a request for services is received (by telephone, radio, in person, by fax, email, or teletype {TTY}) gather and dispatch information to the appropriate personnel.
• Maintain radio dispatch log for emergency responders. Document calls for service, complete appropriate forms and computer data entry for the same. Accuracy and timeliness of all above state responsibilities is imperative.
• Broadcast, enter, modify, cancel, and/or clear Hot File notices for wanted persons, stolen vehicle/suspect vehicle information, vehicle registrations, stolen property, runaway juveniles, or other information as requested.
• Request and receive information via the Minnesota Department of Criminal Justice Information System (MNJIS) – PORTALS system, including but not limited to: persons, vehicles, drivers, guns, articles, and Computerized Criminal Histories files to query, enter, modify, clear and cancel data and operate computer terminals linked to State and Federal law enforcement agencies.
• Monitor numerous radio frequencies for law enforcement and emergency response agencies to request or provide assistance and information for the same.
• Serve as the “County Warning Point” for Civil Defense. Monitor weather radar, coordinate communications and operate county –wide warning system for natural and nuclear disasters.
  1. Alert the public, fire department/rescue/skywarn personnel, officers, and responders with Code Red messages.
• Monitor various alarm systems and dispatch appropriate responding units.
• Observe video monitors for Sheriff’s complex. Is responsible for department building security and access to secured areas in Sheriff’s Administration area.
• Respond to requests for service by citizens at lobby window. May be required to answer inquiries or refer requests appropriately.
• Responsible for assisting and training Communications Officers and interns. Report to Communications Supervisor on status of new Communications Officer/intern candidates.
• Perform duties pertaining to law enforcement reports and records. Ensure that records are accurate and forwarded to the appropriate local, state and federal agencies as needed by utilizing the office’s records management system and state and federal computer systems.
• May testify in court as required.
• Host tours of/within the dispatch center
• Is responsible for the notification of the Sheriff or designee of any critical incident that has occurred during the work shift.
• Conduct pager tests for Law Enforcement, ERU, Fire Department, and EMS to ensure that equipment is working appropriately.
• Responsible for maintaining training certificates and attending training sessions to include online trainings as scheduled by the Communications Sergeant.

Non-Essential Functions

• Perform other duties as assigned or apparent.
• Ability to become a Field Training Officer. Must have strong communications skills and the ability to train and evaluate trainee.
  

Knowledge, Skills, Abilities

• During their shift, the Communications Officer shall remain awake and alert at all times and capable of responding to the requests for assistance received from the public, Law Enforcement Officers or other Emergency Service personnel.
• Ability to work a rotating schedule which includes days/afternoons/nights/weekends/holidays and some shifts with minimum notice.
• Ability to deal tactfully and professionally with the general public, co-workers and supervisory officers.
• Day-to-day activities require many complex functions requiring a “high” retention of policies and procedures.
• Employee required having a “high” ability to manage, store and retrieve sensitive information using manual and computerized records.
• A minimum typing skill of 35 words per minute.
• A working knowledge of filing systems.
• A high ability to effectively communicate with other staff and law enforcement agencies through direct contact, radio transmissions, telephones, intercoms and through computers is required in daily activities.
• A high ability to communicate essential and appropriate information to staff, law enforcement agencies, emergency response agencies and the public in a professional and courteous manner. This includes the ability to learn, read, and decipher maps for paging the correct emergency responders and give directions to them as they are en route to a call for service, as well as give updates. This also includes providing Personnel Accountability Report (PAR) checks/status checks on emergency responders (firefighters interior and on fire ground, as well as officer and EMS safety checks on scenes.)
• Good telephone etiquette.
• Ability to learn and adapt to new systems and policies.
• Ability to develop skill and speed in the operation of radio, telephone, computer and related equipment.
• A high ability to react decisively and appropriately in highly stressful situations.
• Ability to de-escalate callers to decipher information received via telephone, radio, intercom and react appropriately.
• An ability to understand and carry out oral and written instructions.
• An ability to maintain confidentiality.
• A good working knowledge of the English language.
• Ability to prepare and maintain accurate and thorough records and reports for McLeod County and the Police Departments.
• Knowledge of Minnesota Statutes, and the different levels of charges to include: Felonies, Gross Misdemeanors, Misdemeanors and Petty Misdemeanors.
• Ability to dispatch during power outage from portables.
• Ability to be a full backup Dispatch Center for Hutchinson PD when they are down.
• Ability to figure out the correct Minnesota Offense Code (MOC) for the crime(s) that would pertain to the case if it were charged out.
• Ability to prioritize and multi-task.
• Ability to maintain a regular and timely work attendance.
• Ability to establish and maintain effective working relationships with the public and other employees.
• Ability to communicate effectively and courteously with the general public and other staff in person, over phone and through written correspondence.

Minimum Qualifications

Education and Experience

• A high school diploma or equivalent.
•  Or an equivalent combination of education and experience sufficient to perform the essential functions of the job.

Required Training

• CPR & First Aid
• Must be able to obtain DVS (Driver and Vehicle Services) certification through My BCA (Bureau of Criminal Apprehension).
• Must be able to obtain MNJIS Basic Operator’s Certificate and 2-year refresher.

Required Certifications/Licenses

• Must have a valid driver’s license and ability to maintain such license and proof of insurance.
• CPR/First Aid certification.

Preferred education and Experience

• Associates or Bachelor’s Degree in Criminal Justice or related field.
• Bilingual
• LETG software (Law Enforcement Technology Group)
• Personal Customer Service
• Microsoft Office such as Microsoft Word and Microsoft Excel
• MNJIS Basic Operator Certified
• ARMER Certified (Allied Radio Matrix Emergency Response)
• Computer knowledge with good keyboarding skills. Be able to type accurately.
• Work experience in a telephone/call center with good telephone etiquette.

Preferred Certification

• Basic CJIS Certification
• ARMER Certified

Relationships

• County citizens who call into the Communications Center with emergency and non-emergency needs to determine what kind of assistance they require.
• Law enforcement, fire and emergency medical responders to inform them of citizen needs and request their response.
• Criminal Justice System partners, to include attorneys, judges, court administration and corrections to provide evidence in court cases or to testify in court.

Supervisory Responsibilities

• None

Working Conditions

• Work is carried out in a controlled radio room, which is a restrictive physical environment (must remain within dispatch center unless relieved, but may sit or stand as desired).
• Work is also carried out in an ERU Command Bus (mobile).
• Work may also be at different locations, including to work out of a trailer at Winstock Country Music Festival. Work is in limited/restricted area, which is also in close proximity to intoxicated individuals.
• Incumbents function in a stressful environment: Decisions must be made quickly and accurately and consequences are usually seen immediately.
• There is frequent contact with individuals who are either distraught or angry.
• Rotating shift work.
  

Physical Requirements Of This Position

• Sit or stand at a desk/console for extended periods of time and perform long hours of work at a terminal
• Hear and speak effectively to communicate in person and over the phone with contacts listed under Internal/External Relationships above.
• Visual acuity to read color coded computer screens and printed documents

• Manual dexterity to:
  • Type on a keyboard and use a computer mouse;
  • Perform manual, repetitive tasks such as typing, handwriting, searching through documents, and compiling material
• Required to expend a “very high” intensity of effort for duties including movement of records, supplies and boxes weighing less than 50 lbs. and stored in areas requiring full range of physical movement.
• Repetitive small mechanical motions of keys, technical devices and equipment including computer keyboard and mouse are used on a continuing basis and require a full use of arms, hands and fingers to handle and feel.
• Work requires 8, 10, or 12 hour rotating shifts with prolonged movement in and around the work station monitoring the communications console while sitting, standing or walking.
• Communications work area contains numerous lighted and audible warning or alert devices that are used to alert the Communications Officer
• Employee is required to have a high ability to determine odors that may be threatening to him/her or others and react appropriately.

Equipment Required to Perform This Job

• Multiple Desktop computers
• Radio System
• Desktop Phone
• Video monitors
• Scanner
• Fax machine
• Printer
• Keyboard & mouse
• Copier
• Portable Radios
• Headset
• Shredder

Additional Notes

• All positions in the McLeod County Sheriff’s Office are subject to a background check. This may include, but not limited to the following checks: criminal history, credit, driver’s license, pre-employment physical, pre-employment drug and alcohol screening, pre-employment psychological testing.