Salary : $40,560.00 – $42,640.00 Annually
Location : 4 McGee Street – Greenville, SC
Job Type: Full Time
Job Number: 00887
Department: POLICE
Division: POLICE COMMUNICATIONS
Opening Date: 08/28/2023
FLSA: Non-Exempt
Brief Description
Brief Description of the Job:
Successfully completes training courses in telephone protocol and call simulation for police and fire and then answers and processes 911 and non-emergency calls from the public. Processes calls from officers, other departments, and agencies. Dispatches Police, Fire, and Forensic field response units to calls for service. Performs the duties and functions for the SLED/FBI National Crime Information Center (NCIC) computer access. Monitors the weather and emergency alerts to notify Commanders, key leaders of the City, and citizens of hazards or emergency conditions as needed. Effectively responds to and deescalates telephone calls from distraught callers.
Successfully completes training to enter police, fire, animal control, and forensic calls for service into the Computer Aided Dispatch system. Forwards calls to appropriate agencies if the situation is not handled by this jurisdiction. Notifies external support agencies as needed to facilitate needs of the public and first responders. Dispatches the appropriate number of officers to calls for services and maintain an accurate and up-to-date record of officer’s activities and actions. Successfully completes the FBI NCIC training course and performs the duties and functions for the SLED/FBI National Crime Information Center (NCIC) computer access. Enters wanted persons, stolen vehicles, missing person, and stolen tags to the NCIC national databases. Completes administrative tasks related to NCIC functions (i.e., detainer paperwork). Manages multiple administrative duties, including Community Care calls, towed vehicle entry, towed vehicle NCIC checks, and key holder data entry into the CAD for local businesses and residences. Completes necessary paperwork, logs, scans, and e-mails. Monitors the Community Care notices to respond appropriately.
Job Duties
Essential Functions:
Answer Emergency and Non-Emergency Phone Calls (35%): With a trainer overseeing the work product, answer 911 lines, non-emergency lines, and ring down phones in Communications Center and process requests and information from all. Multi-task and enter calls into computer system while on phone with callers. Problem solve to determine which public agency would be best resolution to problem encountered by public and first responders. Talk to callers using specific techniques to gather information from hysterical, angry, and complacent callers. Act as a resource for field responders and to the public for situations not handled by police and fire personnel. Notify Sheriff’s Office, EMS, Highway Patrol, and other agencies of emergency situations that might concern them. Make calls to alarm companies, key holders, citizens, utility companies, various City departments, and other agencies as needed. Conference callers to the language line as needed and initiates TDD communications when appropriate.
Dispatch Field Response Units (35%): With a trainer overseeing the work product, dispatch police, fire, forensic, and animal control calls to field response units. Maintain accurate/up-to-date record of unit’s status and location. Multi-task by processing field requests using the telephone, Computer Aided Dispatch, and other software systems. Prioritize calls for service and dispatch according to call priority. Notify off-duty units to assist with critical calls for service. Notify others for assistance with towing vehicles, public works, sanitation, etc. Maintain records of units working off-duty assignments. Maintain an awareness of others actions and comments in the room to update field responders with pertinent information. Monitor the 3SI tracking system for local banking facilities.
Perform Administrative Duties (20%): With a trainer overseeing work product, review incoming teletypes for relevancy to this jurisdiction. Respond or notify others as necessary to the circumstances. Enter and verify data for missing persons, wanted persons, stolen vehicles, and tags into the FBI computer system (NCIC.) Monitor the 3SI tracking system for local banking facilities. Enter towed vehicles in tow book and Access database for tracking purposes to aid in locating vehicles and maintaining records. Review the report for the Community Care calls for endangered/at-risk citizens and determine the need to enter calls for dispatch. Determine the need to activate the Critical Incident Notification System and perform additional notifications as needed.
Document/Monitor and Maintain Equipment (10%): With a trainer overseeing the work product, document all work aspects by entering calls for service, completing forms, or entering information into various computer systems. Check all equipment at the beginning of each shift. Report equipment malfunction that require specialized attention. Repair or resolve basic equipment malfunctions to ensure continued operation of equipment. Perform a daily shutdown of computers. Maintain key holder information, cautions, and response information pertinent to locations in the CAD system. Maintain officer names and phone numbers, other agencies’, and peripheral support’s phone numbers in the CAD system.
Perform other duties and responsibilities as assigned.
Qualifications
Job Requirements
Formal Education: High school diploma or equivalent is required.
Experience: Under and including one year of experience in customer service that includes operating telecommunication equipment, computers, or base radios is required. Experience in a public safety environment preferred.
Driver’s License Required: Class D South Carolina license.
Certifications and Other Requirements: E911 Certification, NCIC Certification, APCO Basic Certification, and APCO Fire Certified must be obtained within 6 months of hire.
Other Information
Physical Demands
Overall Strength Demands: Sedentary strength demands include exerting up to 10 pounds occasionally or negligible weights frequently; sitting most of the time.
Physical Demands: Continuously requires fine dexterity, sitting, handling, vision, foot controls, hearing, twisting, and talking. Frequently requires reaching. Occasionally requires standing, walking, and climbing short flights of stairs. Rarely requires lifting, carrying, kneeling, crawling, pushing/pulling, climbing, bending, and crouching.
Machines, Tools, Equipment, and Work Aids: Telephone, radio equipment, fax machine, hand held radio, staplers
Computer Equipment and Software: Inform CAD System, Motorola MCC7500 Radios, EAgent/NCIC computer, Plant Vesta 911 Software (with text-to-911 and TDD integration), Microsoft Office Suite, Fire Station Alerting software, Higher Ground recording system, Revolution Alarm monitoring for city facilities, ARCGIS Mapping, City Video cameras, Marvlis AVL Mapping software, VConnect applications, scanner, printer.
Working Conditions
Overall Working Conditions: Good: Relatively free from unpleasant environmental conditions or hazards. Office environment. Little physical effort is required.
Environmental Factors: None.
Health and Safety: Rare exposure to mechanical hazards and electrical hazards.
Primary Work Location: Office Environment.
Protective Equipment Required: None.
Non-Physical Demands
Frequently requires time pressures, emergency situations, frequent change of tasks, irregular schedule/overtime, performing multiple tasks simultaneously, working closely with others as part of a team, tedious or exacting work, noisy/distracting environment, stress, training, documenting, and multitasking.
The City of Greenville offers a comprehensive and affordable benefits package designed to provide a variety of choices to best fit the needs of our employees and their families. View more details about these benefits here:
HEALTH INSURANCE
The City offers the following health insurance options to eligible employees:
- Medical
- Dental
- Vision
- Basic Term Life
- Employee Supplemental Life
- Spouse Term Life
- Child Term Life
- Short Term Disability (STD)
- Long Term Disability (LTD)
- Voluntary Benefits (Critical Illness, Accident, Hospital Care, etc.)
All health insurance coverage is effective the first of the month following the employee’s hire date except for LTD which is effective the 91st day following date of hire.
LEAVE & HOLIDAY BENEFITS
- General Leave is earned/accrued biweekly by all regular, full-time and permanent part-time employees as a percentage of normal work hours.
- The City of Greenville observes 11 paid holidays.
RETIREMENT BENEFITS
The City is a member of the South Carolina State (SCRS) and Police Officers (PORS) defined benefit Retirement Systems.
AWARDS & RECOGNITION
- Employee Recognition & Awards Program (ER&A)
- Employee Service Awards
- Longevity Bonus
OTHER BENEFITS & OPPORTUNITIES
- Worker’s Compensation
- Deferred Compensation
- Flexible Spending Accounts (FSA)
- Employee Assistance Program (EAP)