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Zane State College · 1 day ago

Communications Officer I

Roanoke, VA

Full-time

Onsite

New Grad, Entry Level

Zane State College is seeking a Communications Officer I to join their 911 team. This role involves handling emergency and non-emergency calls, operating communication systems, and providing assistance to first responders while ensuring adherence to agency policies and procedures.

Higher Education

No H1B

U.S. Citizen Only

Responsibilities

This position handles incoming and outgoing telephone call taking responsibilities for both emergency and non-emergency telephone lines. Additionally, this position is qualified and required to operate both radios: law enforcement and Fire/EMS

Follow established agency policies and procedures, being aware of liability to the agency, and adhering to federal disclosure and privacy laws

Follow and adhere to all industry, local, state and federal guidelines, policies, and requirements to ensure effective and efficient operations in the 9-1-1 environment

Completes and maintains all testing, training, and certification as required by constituted authority or mandated by statute

Uses worktime in an efficient manner, consistent with the departmental mission and values and within the current workload demand, under minimal supervision

Provide pre-arrival and post-dispatch instructions to those that are requiring assistance during high-stress situations in accordance with Emergency Medical Dispatch guidelines, such as cardiopulmonary resuscitation (CPR), childbirth, active shooter, entrapments, etc

Monitors and updates the activity and status of all on-duty field personnel (units) via the Computer Aided Dispatch (CAD) and mapping software systems

Utilize language interpretation services, coordinate with mental health resources, text-to-911, or other appropriate methods to assist distressed callers, individuals with communication barriers, or those experiencing cognitive, sensory, emotional or situational challenges

Operate a sophisticated workstation comprised of multiple computer systems and monitors, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouse, call handling and text-to-911 sessions, as well as communications systems such as radio dispatch consoles and recording systems

Works various assigned hours and shifts as required for continuous operation of the ECC, at the primary or backup location

Performs job tasks effectively in a professional manner under varying levels of stress and activity

Remains alert to the conditions within the ECC at all times while on duty

Maintains and upgrades professional knowledge, skill and development by attending seminars, training programs and reading trade and professional journals and publications

Apprises the Team Supervisor of any training requirements, personnel or equipment issues on a regular basis

Performs other duties as assigned

Qualification

Emergency Medical Dispatch (EMD)Computer Aided Dispatch (CAD)CPR/AED CertificationGeographical KnowledgeWindows-based SoftwareCustomer ServiceMultitaskingProfessional DemeanorEffective Communication

Required

High School diploma or equivalent

Previous experience in a customer service role, either in person or over the phone, that demonstrates the ability to communicate effectively, actively listen, and professionally interact with the public in stressful or fast-paced environments

Must complete the call taker in-house training, Virginia DCJS Basic Dispatch training

Must be able to obtain CPR/AED and Emergency Medical Dispatch (EMD) certifications

Some knowledge of geographical streets, buildings, and jurisdictional boundaries

Basic skill operating all software and hardware related to performance of duties

Ability to communicate effectively with internal staff, citizens, and other departmental staff in order to give and receive information in a courteous and professional manner

Some knowledge of police and fire safety tactics as they relate to communications

Ability to quickly learn the department organization and standard operating procedures

Ability to prioritize and manage multiple projects and responsibilities as assigned

Ability to maintain confidentiality on all emergency and police matters

Ability to assess and prioritize emergency situations while remaining calm and using sound judgment

Ability to multitask during both routine and stressful situations

Ability to establish and maintain effective working relationships with co-workers, superiors, departments, other government entities and the general public

Must be able to provide quality customer service and maintain a professional demeanor with callers, fellow employees, and all public safety personnel

Ability to deal courteously and firmly with the general public in emergency and non-emergency situations

Ability to maintain a calm demeanor and remain professional under chaotic and stressful circumstances, multiple conversations and often noisy environment

Must have the basic knowledge of Windows-based software to include Microsoft Office or similar programs

Must be able to work in a fast-paced and stressful (life/death) environment

The successful applicant must be at least 18 years of age and be a US citizen or lawful citizen of the US for 10 years and not have been convicted of any felonies or serious misdemeanors

The successful applicant will undergo an extensive criminal history background investigation to determine suitability for the position

They must meet security requirements set forth by local, state, and federal governing bodies and industry standards

They must be able to pass drug testing, and pre-employment testing to include but not limited to: a typing test (25 words per minute minimum), a vision test, a hearing test, as well as psychological evaluations

Must be able to work permanent shifts normally 12 hours in length, including days, nights, weekends, and holidays

Must be able to work overtime, extension of shift assignments, and on-call (standby) schedule as needed

Must be able to report to work in all weather or environmental conditions

Must remain alert and responsive at all times

May be subject to DMV driving record review as required by the amount of work-related driving, specified by support responsibilities

Must be able to perform the job as described in the Physical and Environmental demands section of this job description

Benefits

Progressive Flexible Leave Plan with cash-in option

Twelve paid holidays

Short Term Disability Insurance

Long Term Disability Insurance

Health, Vision and Dental Insurance

Life Insurance

Flexible Spending Accounts - Medical and Dependent Care

Virginia Retirement System - Membership in VRS is automatic upon hire into a covered position. County contributes and employees pay their membership contribution.

Deferred Compensation Plan with County Match

Employee Assistance Program

Credit Union Membership