Under general direction, to receive, evaluate and act upon emergency and non-emergency telephone and radio communications which range from routine to the complex in the support of municipal law enforcement and fire departments; perform other related work as assigned. Communications Operator II is a class normally filled from the lower class of Communications Operator I. A Communications Operator II is the journey-level classification and works under general supervision and performs a wide variety of complex clerical and emergency tasks in support of the police and fire department operations.
Testing: Complete and pass the computer based CRITI-CALL DISPATCHER EXAM which consists of several modules, keyboarding, data entry, memory recall, reading comprehension, spelling and sentence clarity (test times to be determined).
Oral Panel Appraisal Interview: Appraisal of general experience, education, judgment, problem solving ability and communication skills. Those candidates who are categorized as “Highly Qualified” will continue in the selection process.
Background Appraisal Interview: Completion and review of detailed Personal History Statement. Candidates meeting the basic criteria will continue with a background investigation.
Comprehensive Background Investigation: A detailed investigation of the candidate’s personal history and suitability for employment as a law enforcement officer based on the job dimensions identified by POST. This investigation includes a lie detection polygraph screening.
Captains’ Interview: Personal interviews with the Captain of Field Operations and the Captain of Support Operations.
Final Steps: Psychological and medical evaluations before hire are required. The Chief of Police may select/appoint any individual who has successfully completed the process. Appointments are probationary for one year.
Receive routine and emergency calls and dispatch police, fire and emergency medical units using a virtual telephone, computer equipment and/or a two-way radio console as well as a keyboard and mouse, trackball or foot pedal. Perform multiple tasks simultaneously, such as receive, document and disseminate information accurately in both written and oral form, enter information into and retrieve information from computer systems and read information from multiple computer screens. Document facts accurately, legibly, and completely during multiple/emergency call situations . Coordinate activities within the City departments as well as with other emergency service and other government jurisdictions. Monitor other radio frequencies, dispatching appropriate emergency units when necessary. Take and evaluate reports, handle complaints, and requests for service over the phone and in person. Elicit information, quickly and accurately analyze situations and choose an effective course of action for both emergency and non-emergency situations. Provide responsive, high quality service to City employees, representatives of outside agencies and members of the public by providing accurate, complete and up-to-date information, in a courteous, efficient and timely manner. Screen and referselected problems to appropriate supervisor. Assist in the supervision and training of less experienced personnel in a one-on-one, on-the-job-training environment that includes writing daily/weekly evaluations. Use computer terminals to inquire, enter and check data in local, state, and national information databases Perform routine cleaning and maintenance of radio/dispatch equipment. Perform other related duties as assigned.
Knowledge of: Basic organization and functions of municipal police and fire departments. Basic emergency (911) system functions and operations. Basic geography of the City of Carlsbad, San Diego County. Operational principles and practices of a police and fire radio-telephone emergency communications and dispatching system, including emergency (911) system operations. Geography of the City of Carlsbad and environs. Appropriate agencies for handling of public safety complaints/problems/emergencies. Eliciting from, and explaining information effectively and accurately to, a wide variety of callers. Providing excellent customer service both in person and on the phone to every caller, regardless of who they are. Providing information relevant to maintaining the safety of field personnel. Analyzing situations accurately, reasoning clearly, and adopting effective courses of action even during times of stress or life-threatening peril.
Ability to: Learn to operate radio, telephone, and computer terminal equipment, and properly dispatch emergency units under extreme pressure. Learn to handle multiple situations on a simultaneous basis. Learn to understand, interpret and process radio traffic and telephone calls despite considerable background noise, static and interference. Keep a spirit of collaboration and cooperation within the Communications Center, regardless of the amount of stress/activity going on. Establish and maintain cooperative relationships with those contacted in the course of work. Remain calm and communicate precisely and clearly inemergency situations. Exercise sound judgment in making priority decisions. Read maps, grids and written instructions. Deploy emergency equipment within specific guidelines. Learn and articulate rules and procedures involved in release and maintenance of police records and files. Document facts accurately, legibly and completely under pressure of multiple emergency call situations. Understand and carry out oral and written directions. Perform duties effectively with a minimum of supervision. Communicate with the public and quickly identify the emergency dispatch needs. Handle multiple situations on a simultaneous basis. Employ good judgment and make sound decisions in accordance with established procedures and policies. Read, interpret and communicate map information accurately. Assist less experienced personnel in the operation and compliance with fire and police rules and regulations. Perform duties effectively with minimum of supervision.
Experience & Education:
Any combination equivalent to the experience and education that could likely provide the required knowledge and abilities is qualifying.
One year of operational experience in public safety performing duties comparable to those of a Communication Operator I. Possession a Police Officer Standards of Training (P.O.S.T) Basic Complaint/Dispatcher Certificate. Computer Aided Dispatch (C.A.D.) experience strongly preferred but not required.