Public Safety Communication Officer (911 Dispatch)

Do you want to make a difference in your community? Do you want to feel a sense of pride and fulfillment every day? Would you find it rewarding to be a crucial link in the Public Safety chain? If you can answer yes to these questions, then you may be a good fit for the Frederick County Department of Public Safety Communications. Communications work is difficult but rewarding, allowing employees to truly make a difference.

You will receive extensive paid training to gain the knowledge, skills and abilities needed for this important role. You will answer 9-1-1 emergency and other calls for service as well as dispatch Fire & Rescue and Sheriff's Department resources. You will track units, process their requests, and manage resources. This position requires a combination of public service commitment, teamwork, and strong technical skills. In addition to our comprehensive paid training program, benefits include full health and dental benefits, paid life insurance, Virginia Retirement System retirement plans, and paid time off. Opportunities are available to advance to Communications Officer II, III and Emergency Communications Shift Supervisor. Shift differential pay is also available.

• Serves as primary point of contact for reporting all 9-1-1 emergencies and non-emergencies in Frederick County.
• Processes all calls to determine nature of incident, classification, and priority.
• During life-threatening emergencies, establishes communications with the caller, provides safety/life-saving instructions, and maintains control of conversations until units arrive on the scene.
• Relays pertinent information to Public Safety responders via radio in a concise, organized, and understandable manner, monitors radio traffic and provides immediate information and assistance.
• Works under pressure, exercising good judgment and common sense while making sound decisions in emergency situations. Prioritizes responsibilities based on workload.
• Utilizes the Computer Aided Dispatch (CAD) system to maintain status and awareness of Public Safety personnel, resources and incidents. Documents CAD as required, and notifies key supervisory and management personnel of critical incidents.
• Accesses and uses other programs required for daily operations - including phone, radio, mapping, recording, security, records and reporting.
• Coordinates with other agencies, citizens, and businesses to gather information, make referrals, or dispatch assistance.
• Conducts computer searches through local, state, and national databases for possibly wanted or missing persons and/or stolen property and interprets and provides information to the requesting Public Safety personnel. Also confirms such information and enters data in the Virginia Criminal Information Network (VCIN) as required. Utilizes VCIN to send and receive teletypes.
• Develops and maintains a working knowledge of highways, streets, developments, buildings, landmarks, and major points of interest in Frederick County as well as familiarization with surrounding jurisdictions and boundaries.
• Works with co-workers and emergency responders as a cohesive and supportive team.
• Supports the relationship between PSC and the public by demonstrating courteous and cooperative behavior when interacting with citizens, responders, and other Frederick County personnel.
• Represents Frederick County and PSC in a professional manner and with a high level of customer service, adhering to PSC, law enforcement and fire & rescue departmental policies and procedures governing the dissemination of information and confidentiality.
• Must be punctual and demonstrate regular work attendance.
• Must be able to work a 12-hour shift (days or nights), including holidays, weekends and inclement weather. Must be able to accept last minute schedule changes including overtime. May be required to work up to 16 hours in emergency situations.
• Performs other duties as assigned.

Education: Graduation from high school, or equivalent GED required.

Experience:Experience in a Public Safety related field, or customer service environment which required data entry and word processing, is preferred.

Knowledge, Skills and Abilities: The following skills and abilities need to be known or quickly learned within the probationary period: Knowledge of the geography of the Frederick County service area including, but not limited to, streets, highways, boundaries, landmarks, businesses, and locations of law enforcement and fire & rescue stations. Ability to handle multiple tasks simultaneously and under pressure. Closely follow verbal and written instructions and procedures. Work as a team while maintaining assigned job responsibilities and duties. Customer service and interpersonal communication skills. Computer operation and use of standard and specialized hardware and software to enter information with speed and accuracy. Deal tactfully and courteously with the public, handle stressful situations and angry people, and obtain information from hostile and emotional callers. Communicate clearly and concisely, both orally and in writing, with an emphasis on accurate spelling and transfer of numbers. Listen, understand, and relay information via telephone, radio and in person. Remain calm and controlled under stressful periods while projecting a professional demeanor. Anticipate and adapt to fluctuating workloads.

Certificates, Licenses and/or Registrations:The following certifications must be obtained within the probationary period of one year of employment: (1) Virginia Criminal Information Network (VCIN), (2) Cardiopulmonary Resuscitation (CPR), and (3) Emergency Medical Dispatch (EMD). The following must be obtained within two years of employment: Virginia Basic Telecommunicator, National Emergency Management Systems (NIMS) 100, 200, 700 and 800. Certifications must be maintained for continued employment.

Requirements:

• Applicants must be 18 years of age or older at the time of application
• Candidates must successfully complete all portions of pre-employment screen such as, but not limited to, written exams, dispatch aptitude tests, criminal background checks, polygraph, physical examination, hearing test, and drug screening.

Probationary Period: The probationary period for this position is one year from date of hire.

Physical Demands and Working Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Work performed is primarily an office classification in a call center/dispatch environment, although occasional standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, to enter, and to retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and computer screen; hearing and speech to communicate in person and over the telephone and radio. Positions in this classification occasionally (daily, weekly, or monthly) bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees may occasionally be required to lift, carry, push, and pull materials and objects weighing up to 25 pounds.

Employee works in an office environment with moderate noise levels, controlled temperature conditions, and minimal direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures. Work is performed in a fast paced, call center environment. Employee must remain alert and responsive while coordinating stressful situations in a fluid and dynamic work environment. Personnel are required to wear a headset device. Employee will be required to work some combination of weekends, nights, or be on-call as a regular part of the job.

Criminal History:

1. Any conviction or plea of guilty or no contest to a felony or any offense that would be a felony if committed in the Commonwealth of Virginia.

2. Any conviction of plea of guilty or no contest to any misdemeanor involving moral turpitude including but not limited to petit larceny under Section 18.2-96 of the Code of Virginia or any offense involving moral turpitude that would be a misdemeanor if committed in the Commonwealth of Virginia. Crimes of moral turpitude include but limited to: fraud, all theft offenses and perjury.

3. Any conviction or plea of guilty or no contest to any misdemeanor sex offense in the Commonwealth of Virginia, another state, or the United States, including but not limited to sexual battery under Section 18.2-67.4 of the Code Of Virginia or consensual sexual intercourse with a minor 15 or older under clause (ii) of Section 18.2-371 of the Code of Virginia, or domestic assault under Section 18.2-57.2 of the Code of Virginia or any offense that would be domestic assault under the laws of another state or the United States.

4. Any conviction that requires the registration in the Virginia Sex Offender Registry.

5. Undetected commission of any of the above crimes, as an adult.

Traffic Violations:

1. Has not held a valid driver's license for a minimum of two (2) years.

2. Driver's license suspended or revoked within three years of application.

3. Convicted within the past five years of any of the following:

• Operating under the influence of drugs or alcohol
• Fleeing or eluding a police officer
• Failure to stop after an accident (hit and run)
• Operating a vehicle with a suspended license
• Participating in a speed contest or drag race
• Reckless driving or driving to endanger
• Violation of state regulations on implied consent

4. Convicted within the past ten years of any of the following:

• Homicide or manslaughter with a motor vehicle
• Theft or use of a motor vehicle in the commission of felony
• Assault with a motor vehicle
• More than two convictions for motor vehicle moving violations (other than those listed 3 above) during the past three years
• Involvement in two or more avoidable (at fault) accidents during the previous three years
  

Drugs:

1. The illegal sale or distribution of any illegal drugs in the past 7 years.

2. Any use of a controlled substance listed in Schedule I of Title 54.1 of the Code of Virginia in the past five years from the date of application submission is an automatic disqualifier unless you have successfully completed a drug rehabilitation program. This does not include marijuana.

3. Any illegal use of a controlled substance listed in Schedule II of Title 54.1 of the Code of Virginia in the past two years from the date of application submission is an automatic disqualifier unless you have successfully completed a drug rehabilitation program.

4. The illegal use, possession of marijuana or a derivative thereof within the previous twelve months. Illegal drug is defined as set forth in the Federal Controlled Substance Act, 21 U.S.C. §800 et al. and by the Code of Virginia.

Others:

1. Past or current gang affiliation.

2. Dishonorable discharge from any military service.

3. Untruthfulness and/or the intentional withholding of information on any application, interview, or paperwork associated with the position. Examples of intentional withholding of information would include deliberate inaccuracies or incomplete statements.

4. Intentional failure to follow the directions outlined in the testing process or relying on others to complete any portion of the testing process.

Note:

This is not intended to be an exhaustive listing of background disqualifiers. Applicants who are successful in the initial testing will undergo a thorough background investigation, including polygraph examination. Areas of concern will be evaluated on a case-by-case basis within the context of the full investigation/review. Examples of areas of concern may include, but are not limited to:

• Reduction of charges as a result of a plea agreement or other form of sentencing disposition prior to a conviction in any of the aforementioned criminal and driving history categories.
• Crimes committed as a juvenile, including undetected crime.
• Patterns of reckless and/or irresponsible driving.
• Multiple convictions of driving under the influence.
• Illegal drug use or possession that does not fall within the parameters defined above, including the use or possession of prescription drugs without a proper prescription.
• Less than honorable military discharge, erratic work record, or unfavorable employment references.
• Pending litigation or prosecution for criminal offenses must be resolved prior to consideration for employment. Some minor offenses are classified as Class 1 misdemeanors (e.g. littering) but would not result in automatic disqualification.

Convictions of this nature would be evaluated on a case-by-case basis in the context of the full investigation/review.

All new employees are placed on a six month probationary training period. All positions are subject to a criminal background and driving record check for any convictions that relate to the job duties and responsibilities.

The County's EEO Utilization Report has been available at www.fcva.us/jobs.