Boone County Government
As a 911 Emergency Communications Officer, under general supervision, you will be responsible for receiving, recording, and dispatching 911 calls to the appropriate emergency public safety personnel. Duties are performed in an Emergency Dispatch Center environment that is fast‑paced and often stressful. Emergency Communications Officers must provide excellent customer service to the public while exercising considerable tact and firmness in obtaining information from distressed individuals. The job includes a broad range of responsibilities and requires strong communication and problem‑solving skills.
Responsibilities
Answer 911 emergency and non‑emergency calls from the public utilizing a variety of communications devices such as telephone, radio, and computer.
Assist inbound calls from internal customers with citizen information, BMV records, jail information, background reports and other related information efficiently and expeditiously.
Obtain pertinent information from incoming calls in a prompt and courteous manner.
Manage challenging callers using appropriate handling techniques for distressed, autistic, hearing‑impaired, elderly, adolescent, angry, or foreign‑language‑speaking callers.
Provide direct counseling to suicidal persons, domestic violence victims, and children.
Classify and prioritize calls to establish and coordinate the proper public safety response.
Dispatch the appropriate resources such as police, fire, EMS, EMA and/or other emergency personnel as appropriate, and coordinate mutual aid when required.
Operate a sophisticated workstation comprised of multiple computer systems such as Caliber CAD, GIS, state and federal clearinghouses, TTY and text‑to‑911, while maintaining communications with monitoring radio and recorded telephone systems.
Efficiently operate a computer terminal connected to IDACS, NCIC, and the BMV to obtain and relay essential information to emergency response personnel.
Use knowledge of law enforcement, fire and EMS protocols to prioritize and sequence calls promptly in ample time with limited or no supervision.
Monitor the status of public safety units to ensure officer safety and availability of services.
Demonstrate clear and effective communications and active listening with public safety responders using appropriate terminology, codes, and signals.
Operate multiple communications devices and computer terminals concurrently to provide swift and appropriate responses.
Maintain communication during life‑threatening emergencies, provide safety/lifesaving instructions, and maintain control of the conversation until field units arrive on scene.
Utilize training and reference resources when determining the nature and priority of emergency incidents that include live‑streaming videos, graphic images, and text.
Document thoroughly and accurately all incident activities while maintaining awareness of scene activity.
Monitor alarms and security systems both internally and externally.
Use mass notification software, including social media platforms, to keep the public informed of emergency incidents.
Complete training, certifications, and competencies as required by actively seeking training, maintaining required certifications for the assigned PST position, and continuing education and career development.
Perform other duties as needed, required, or assigned.
Qualifications and Education Requirements
High School Graduate or GED and at least 18 years of age.
Be a U.S. Citizen.
Valid Indiana Driver’s License.
Cannot have any felony, battery misdemeanor, or domestic violence conviction.
Possess good moral character as determined by a favorable comprehensive background investigation covering school, employment records, home environment, personal traits and integrity.
Consideration will be given to all law violations, including traffic and conservation law convictions, as indicating a lack of good character.
Pass a written entry‑level examination.
Pass physical examination/agility testing (if required).
Submit to polygraph exam, psychological testing, medical screening, and any other testing BCSO deems necessary (if required).
Submit to a drug test.
Submit to fingerprinting.
Appear for an oral interview (if required).
Successfully complete post‑application training.
Provide a copy of your birth certificate.
Possess normal hearing, normal colour vision, and normal visual functions and acuity in each eye correctable to 20/20.
One to two years of work experience in the emergency response field and/or customer service field is helpful. Enthusiastic, career‑minded applicants meeting all requirements will be trained.
Successful completion of pre‑employment tests to include written, oral, polygraph, verification of employment history, credit, criminal and BMV background check, and timed computerized test to measure ability to multitask.
Due to the critical nature of communications with the public that an Emergency Communications Officer will have on a daily basis, and the high level of scrutiny given to our public‑service applicants, you will be required to undergo an extensive and sometimes lengthy background check similar to that which a law‑enforcement officer would undergo.
Required Skills
Excellent communication skills, both verbal and written.
Ability to record information using a keyboard quickly and accurately.
Ability to communicate in English clearly, effectively, and efficiently, both verbally and in writing. Bilingual ability is a plus.
Ability to read and interpret geographical spatial data and maps quickly and accurately.
Capability to multitask, exercise good judgment, and make quick decisions in stressful situations.
Capability to work rotating shifts (including evening and midnight), weekends, holidays, and overtime. Flexibility to accommodate unexpected situations, emergencies, etc. to ensure 24/7/365 coverage of the Boone County Communications Center.
Subject to call‑back and hold‑over to maintain minimum staffing 24/7.
Maintain a professional, calm, and helpful attitude with callers.
Work well with others in a confined area for extended periods.
Demonstrate an understanding of community focus.
Be an effective problem solver.
Analyse situations quickly and objectively, and on own initiative, determine the proper course of action.
Effectively collaborate with other divisions within the office and agencies outside the office.
Desire to work in a public‑services environment and assist the public in distressed situations.
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Responsibilities
Answer 911 emergency and non‑emergency calls from the public utilizing a variety of communications devices such as telephone, radio, and computer.
Assist inbound calls from internal customers with citizen information, BMV records, jail information, background reports and other related information efficiently and expeditiously.
Obtain pertinent information from incoming calls in a prompt and courteous manner.
Manage challenging callers using appropriate handling techniques for distressed, autistic, hearing‑impaired, elderly, adolescent, angry, or foreign‑language‑speaking callers.
Provide direct counseling to suicidal persons, domestic violence victims, and children.
Classify and prioritize calls to establish and coordinate the proper public safety response.
Dispatch the appropriate resources such as police, fire, EMS, EMA and/or other emergency personnel as appropriate, and coordinate mutual aid when required.
Operate a sophisticated workstation comprised of multiple computer systems such as Caliber CAD, GIS, state and federal clearinghouses, TTY and text‑to‑911, while maintaining communications with monitoring radio and recorded telephone systems.
Efficiently operate a computer terminal connected to IDACS, NCIC, and the BMV to obtain and relay essential information to emergency response personnel.
Use knowledge of law enforcement, fire and EMS protocols to prioritize and sequence calls promptly in ample time with limited or no supervision.
Monitor the status of public safety units to ensure officer safety and availability of services.
Demonstrate clear and effective communications and active listening with public safety responders using appropriate terminology, codes, and signals.
Operate multiple communications devices and computer terminals concurrently to provide swift and appropriate responses.
Maintain communication during life‑threatening emergencies, provide safety/lifesaving instructions, and maintain control of the conversation until field units arrive on scene.
Utilize training and reference resources when determining the nature and priority of emergency incidents that include live‑streaming videos, graphic images, and text.
Document thoroughly and accurately all incident activities while maintaining awareness of scene activity.
Monitor alarms and security systems both internally and externally.
Use mass notification software, including social media platforms, to keep the public informed of emergency incidents.
Complete training, certifications, and competencies as required by actively seeking training, maintaining required certifications for the assigned PST position, and continuing education and career development.
Perform other duties as needed, required, or assigned.
Qualifications and Education Requirements
High School Graduate or GED and at least 18 years of age.
Be a U.S. Citizen.
Valid Indiana Driver’s License.
Cannot have any felony, battery misdemeanor, or domestic violence conviction.
Possess good moral character as determined by a favorable comprehensive background investigation covering school, employment records, home environment, personal traits and integrity.
Consideration will be given to all law violations, including traffic and conservation law convictions, as indicating a lack of good character.
Pass a written entry‑level examination.
Pass physical examination/agility testing (if required).
Submit to polygraph exam, psychological testing, medical screening, and any other testing BCSO deems necessary (if required).
Submit to a drug test.
Submit to fingerprinting.
Appear for an oral interview (if required).
Successfully complete post‑application training.
Provide a copy of your birth certificate.
Possess normal hearing, normal colour vision, and normal visual functions and acuity in each eye correctable to 20/20.
One to two years of work experience in the emergency response field and/or customer service field is helpful. Enthusiastic, career‑minded applicants meeting all requirements will be trained.
Successful completion of pre‑employment tests to include written, oral, polygraph, verification of employment history, credit, criminal and BMV background check, and timed computerized test to measure ability to multitask.
Due to the critical nature of communications with the public that an Emergency Communications Officer will have on a daily basis, and the high level of scrutiny given to our public‑service applicants, you will be required to undergo an extensive and sometimes lengthy background check similar to that which a law‑enforcement officer would undergo.
Required Skills
Excellent communication skills, both verbal and written.
Ability to record information using a keyboard quickly and accurately.
Ability to communicate in English clearly, effectively, and efficiently, both verbally and in writing. Bilingual ability is a plus.
Ability to read and interpret geographical spatial data and maps quickly and accurately.
Capability to multitask, exercise good judgment, and make quick decisions in stressful situations.
Capability to work rotating shifts (including evening and midnight), weekends, holidays, and overtime. Flexibility to accommodate unexpected situations, emergencies, etc. to ensure 24/7/365 coverage of the Boone County Communications Center.
Subject to call‑back and hold‑over to maintain minimum staffing 24/7.
Maintain a professional, calm, and helpful attitude with callers.
Work well with others in a confined area for extended periods.
Demonstrate an understanding of community focus.
Be an effective problem solver.
Analyse situations quickly and objectively, and on own initiative, determine the proper course of action.
Effectively collaborate with other divisions within the office and agencies outside the office.
Desire to work in a public‑services environment and assist the public in distressed situations.
#J-18808-Ljbffr