COMMUNICATIONS OPERATOR 2

Definition

Under the general supervision of a Communications Operator 3 or other supervisory official in a centralized or regional communications center, functions as a lead worker, providing guidance to lower-level communications operators and taking the lead on work-related matters; monitors, receives, and transmits police, fire, and other emergency alarms; receives requests for emergent and non-emergent assistance and transmits same to first responders and/or law enforcement personnel, and other pertinent federal, state, county, and/or local authorities; operates a variety of communications equipment; does other related duties as required.

Examples of work

• Takes the lead over lower-level communications operators; provides guidance and assists in providing instruction/training in the procedures of a centralized or regional communications center involving the receipt and transmission of emergent and non-emergent calls, emergency alarms, and police operations.
• Receives fire calls, transmits fire alarms, and dispatches personnel and fire equipment, as required.
• Receives emergent and non-emergent calls and radio transmissions from the public, Safety Service Patrol, divisions within the department, and other department/agencies and contacts the appropriate party from NJSP emergency alerts (blue, silver, and amber), police emergencies, motor vehicle accidents, motorist aides, road and lane closures, hazmat response, maintenance information, towing, potholes, debris, animal carcass removal, overgrown vegetation and trees, signs, spills, snow, ice, traffic signal malfunctions and knockdowns, etc.
• Upon receiving a complaint of an environmental and/or health hazard, completes an Incident Notification Report form and notifies appropriate officials, first responders, and pertinent federal, state, county, and/or local authorities.
• Operates radio equipment in accordance with FCC regulations and standard operating procedures, and receives and transmits radio communications to law enforcement agencies, first responders, and others for appropriate action.
• Determines the correct location of the reported incident and whether the nature of the call is emergent or non-emergent to appropriately prioritize and initiate the needed services for the incident.
• Monitors municipal, county, and state emergency services radios.
• In the absence of the Communications Operator 3, may be required to assume the duties of the Communications Operator 3.
• May handle incoming calls that are complex in nature.
• Operates an aircraft and vehicle tracking system, computerized phone and recording system, and emergency electronic notification system(s).
• Makes entries, inquiries, cancellations, and modifications of records in the National Crime Information and State Crime Information Center Stolen Vehicle file, Stolen License Plate file, Stolen Missing Gun file, Stolen Article file, Wanted Person file, Stolen or Embezzled or Counterfeited or Missing Securities file, and the Stolen Boat file and other systems for law enforcement agencies of the state.
• Coordinates efforts with the appropriate Mobility Operations Center regarding motor vehicle accidents, traffic signal malfunctions and knockdowns, hazardous material spills, road and lane closures, and emergent incidents.
• Interacts with the public and/or government (federal, state, county, local) officials requesting department assistance.
• Monitors the status of the responders and equipment until the incident has been cleared and/or work has been completed.
• Utilizes computer-aided dispatch and/or data processing or computer equipment in receiving and sending messages to state and out-of-state law enforcement agencies; creates incidents in the computer-aided dispatch system.
• Receives and answers telephone, radio, and electronic inquiries of the National Crime Information Center and the State Crime Information Center for law enforcement agencies of the state.
• Receives and records telephone complaints and requests from the public and/or other agencies for police assistance, rescue/emergency medical services, and dispatches rescue/emergency medical services to desired locations.
• Inspects the fire alarm and circuit indicator panel to ascertain whether it is functioning properly; records voltages on fire alarm panels.
• Utilizes various electronic databases and maintains communication with first responders to provide sound technical data.
• Receives confidential and sensitive law enforcement information in a professional and courteous manner, creating an accurate record of information provided to aid in the investigation and apprehension of violators and/or handling of the incident.
• Provides information upon request, in accordance with established procedures and regulations.
• Generates reports, statistical data, and other information; prepares and maintains essential records and files, and the official station records and log, as required.
• Takes the lead in maintaining and updating records in computerized indexes, such as the National Crime Information Center (NCIC) and the State Crime Information Center (SCIC).
• Maintains a daily electronic radio log of all incoming/outgoing communications.
• May review the work done by lower-level communications operators.
• May be called upon to act as a witness at hearings or in court, and give testimony under oath.
• May provide recommendations to the supervisory official for improving efficiency in the centralized communications center.
• Will be required to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.

Experience

Two (2) years of experience in work involving the monitoring, receiving, sending, transmitting, and relaying of electronic messages and/or electronic radio messages, and the receiving, relaying, and recording of complaints and requests for assistance which shall have included the use of computer-aided dispatch, data processing, or computer equipment and programs for a government department/agency, law enforcement, fire, emergency medical services, and/or other first responders.

<b>LICENSE/CERTIFICATION:</b>

Knowledge, skills and abilities

• Knowledge of the geographic areas of the state and the names of locations and facilities.
• Knowledge of the operation of radio, computer, and telephone equipment in a complex communications program.
• Knowledge of Federal Communication Commission (FCC) rules, regulations, and policies.
• Knowledge of the federal Incident Command System terminology and procedures.
• Knowledge of computer-aided dispatch and other computer systems and records retrieval.
• Knowledge of the appropriate use of scientific terms, chemical names, abbreviations, units of measure, and related vocabulary.
• Ability to maintain a professional demeanor while working with a sense of urgency to complete assigned tasks during stressful incidents.
• Ability to strictly adhere to established procedures, protocols, and work in a law enforcement agency or other communication unit/center.
• Ability to use appropriate techniques to calm distressed callers, gain control of the conversation, gather necessary information, and create an accurate report to forward to decision makers and first responders.
• Ability to coordinate and interact with others in response to emergent and non-emergent incidents.
• Ability to understand, remember, and carry out oral and written instructions.
• Ability to operate computer-aided dispatch systems, an aircraft and vehicle tracking system, a computerized phone and recording system, and emergency electronic notification systems.
• Ability to understand the laws, rules, regulations, standards, policies, and procedures of the Federal Communications Commission and relate these to a police communications program.
• Ability to speak clearly, professionally, and in a calm but authoritative manner.
• Ability to remain calm during periods of stress/emergency to avoid delays by first responders.
• Ability and willingness to work on any assigned shift to include weekends and holidays, times of inclement weather, and natural, man-made, and technological disasters.
• Ability to receive and transmit radio, telephone, and electronic communications to law enforcement agencies and first responders in a concise and brief manner.
• Ability to determine the nature of the calls for emergent and non-emergent services, initiate the appropriate action, and to monitor the status of the responders and equipment until the incident has been cleared and/or work completed.
• Ability to cooperate with supervisory officials to ensure calls are sent accurately/promptly.
• Ability to provide guidance, instruction, and training to lower-level communications operators.
• Ability to communicate the orders of supervisory officials to lower-level communications operators.
• Ability to maintain the confidentiality of all personally identifiable information and/or police sensitive information received in the course of official duties.
• Ability to act with discretion and empathy when dealing with sensitive information and situations.
• Ability to accurately compile and prepare reports and other statistical data.
• Ability to maintain essential records and files in accordance with established procedures.
• Ability to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
• Ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
• Persons with mental or physical disabilities are eligible if they can perform the essential functions of the job with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.

Note

The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.

Appointees must possess certification in IS-100.c: Introduction to the Incident Command System, IS-200.c: Basic Incident Command System for Initial Response, IS-700.b: National Incident Management System (NIMS) an Introduction, and IS-800.c: National Response Framework, an Introduction.

The responsibility for ensuring that employees possess the required certification rests with the Appointing Authority.

Appointees may be required to possess certification by the National Emergency Communications Institute (NECI) as an Emergency Communications Officer; or Association of Public Safety Communications Officials (APCO) as a Public Safety Telecommunicator; or International Academies of Emergency Dispatch (IAED) as an Emergency Telecommunicator Communications.

Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.