Description
Emergency Communications is a division of the Norfolk Police Department and serves as a central point to provide timely, accurate, and critical 24-hour communications with all field public safety units.
It is structured to provide public access for emergency 911, and non-emergency response from Public Safety Personnel, such as police, fire, and medics by being staffed on a 24-hour basis, seven days a week.
It also serves as the 24-hour point of contact for all multi-jurisdictional, state, and federal notifications regarding public safety.
The 911 Public Safety Administrative Calltaker (Citizen Service Advisor I) functions to receive requests for police, fire, and emergency medical services via non-emergency phone lines and operates computer-aided dispatch (CAD) systems for Police and Fire/EMS dispatching.
Operates various telecommunications equipment and applications to allow for the dispatch of public safety units.
Simultaneously attends to non-emergency phone calls while entering and extracting data from computer systems.
Essential Functions
Train and certify on multi-line administrative phone lines and associated public safety equipment.
Field potentially stressful calls while entering information into computer aided dispatch system (CAD) for police/fire/ems dispatch.
Administrative calls generally are of a lesser priority but can quickly transition to emergency calls.
Must possess the ability to speak clearly and effectively control a conversation with distressed callers.
Must possess the ability to read maps, reference books, technical manuals, and related correspondence.
Work involves choices of actions within limits set by standard practices and procedures.
Mature and professional judgment is required to apply the proper course of action.
Maintain communication with other departments which may involve decision-making for public safety purposes.
Must possess the ability to work with various local, state, and federal law enforcement agencies.
Keyboard proficiency is required to effectively work in this position.
Attend in-house training session with senior Public Safety Telecommunicator Supervisor, attaining the following certifications: Virginia Criminal Information Network (VCIN/NCIC).
Provide additional assistance to personnel, citizens, and the public by searching for warrants, locating phone numbers and addresses, contacting outside agencies regarding power failures, gas leaks or other issues, and using the computer to access DMV records, gun licenses, and other relevant information.
Education/Experience
Work requires knowledge necessary to understand basic operational, technical, or office processes.
Level of knowledge equivalent to four years of high school or equivalency.
Required:
One year of customer relations experience to include direct customer contact, problem identification and resolution.
Preferred:
Courses in the Criminal Justice, Emergency Medical, or Fire service fields.
Customer service experience with keyboard proficiency in high-stress environment.
Ability to easily navigate a desktop computer and direct customer service in a stressful environment.
Ability to obtain the following certifications within six months: Virginia Criminal Information Network/National Crime Information Center (VCIN/NCIC).
Ability to type 25 words per minute.
Additional Information & Requirements
Work Hours: This position works 8-hour shifts; 40 hours per week and workdays will be dependent on the administrative calls call-volume.
Days – 7:00 a.
m.
to 3:30 p.
m.
Eves – 3:30 p.
m.
to 11:00 p.
m.
Signing Bonus: This position is eligible for a one-time $5,000 signing bonus.
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