Emergency Communications Operator

Job Description Summary

This position is eligible for a sign on bonus:

The role of the Emergency Communications Operator is an intersection of critical intervention of lifesaving instructions for the caller and a conduit of essential communications for the field responder to improve outcomes. The fundamental reason this classification exists is to receive, evaluate, and process all 9-1-1 calls for police, fire, and medical assistance; or, to operate base radio equipment for dispatching police units on police related incidents. Depending on the assignment, incumbents may operate a complex multi-line telephone system, radios, computer terminals, and software equipment to receive, evaluate, and transmit information that frequently involves emergency situations affecting human welfare and safety. Work involves evaluating incoming calls, dispatching field units, and transmitting information and messages upon request and/or according to established procedures. Employees are expected to demonstrate extensive communications skills and to exercise judgment under pressure. Work is performed under the general direction of a supervisor. Positions require shift, holiday, and weekend work.

The ideal Emergency Communications Operator is the calm in the storm—the reassuring voice when seconds count. This individual thrives under pressure, demonstrating exceptional multitasking skills and unwavering attention to detail. They are quick-thinking, tech-savvy, and communicate clearly and compassionately, even in the most challenging situations. They will be familiar with law enforcement processes and be able to work days and/or nights, weekends, holidays, and overtime hours as needed.

They bring:

• Composure and Confidence – Staying focused and decisive during emergencies.

• Empathy and Professionalism – Treating every caller with respect and understanding.

• Adaptability – Navigating rapidly changing scenarios with ease.

• Team Spirit – Collaborating seamlessly with first responders and colleagues.

• Commitment to Excellence – Dedicated to accuracy, safety, and service.

If you are passionate about making a real difference in your community and thrive in a fast-paced, mission-critical environment, we encourage you to apply.

Essential Functions

• Assists citizens who call 911 for police, fire, and medical emergencies, Telecommunication Device for the Deaf (TDD), and multiple telephone lines by answering and screening all incoming calls, working under pressure and extreme time constraints to assess the emergency situation and act upon it, coordinating calls and relaying information and assistance requests to appropriate public safety agency.
• This is accomplished through:
  • Screening Initial Calls. Handling requests through traditional two-way communication voice calls via landline or wireless devices, or various sources such as text messages, visual data (video or images), social media, fire alarms, gunshot detection systems, and even automated data.
  • Demonstrating Clear and Effective Communications. As soon as a request for service is made, control the conversation, ensuring information received is as accurately as possible.
  • Ascertaining Incident Information. Determine the location of the emergency as exactly as possible. This includes ascertaining the numerical address of the structure (if applicable), street name(s), intersections, landmarks, etc. and/or interpreting information from other technology such as push-to-call, rideshare apps, and other applications on various operating systems. Retrieves and transmits data to/from officers by determining the nature and location of emergencies, prioritizing urgent situations, utilizing the Computer Aided Dispatch and ACJIS on (CAD), and maintaining contact with people involved.
  • Determining Scene and Responder Safety. Ascertain and relay circumstances that could affect response unit safety, such as the location’s historical information.
  • Documenting Information Accurately. Using a CAD system or other applicable records management system (RMS), ensure incident information is recorded accurately. Inputs initial incident data into the Records Management System by entering, retrieving, and updating information from software and network relating to wanted persons, stolen property, vehicle registration, and other information. Managing Callers. Use excellent communication skills to deal effectively with a wide variety of callers including but not limited to highly emotional, angry, frightened, hysterical, children, elderly, or suicidal callers.
  • Control Radio Traffic. Effectively control radio traffic through learning the field-specific languages often used in police, fire, and EMS scenarios. Be prepared for unexpected radio transmissions from any unit at any time and possess the ability to rapidly adjust to changing scenarios.
  • Participate in Post-incident Activities. Depending on the severity of an incident, a PST may need to participate in post-dispatch activities or situation debriefings.
  • Participating in field operations as necessary, assisting with field communications, such as major events or Special Weapons and Tactics (SWAT) callouts, manning offsite command centers as required.
  • Operates as a communications trainer by instructing and monitoring new personnel, completing written training evaluations, updating training manual; and scheduling classes, certifications, and ride-a-longs.
  • Performs various duties with extreme accuracy by notarizing documents, creating and updating city geographic files, maintaining detailed written logs containing statistics and report information, and updating the various call-out lists as needed. Maintaining and updating the computerized rolodex file with the most current information available.
  • Maintains Arizona Criminal Justice Information (ACJIS) files. Performs various ACJIS functions such as entering, clearing and/or canceling wanted persons, missing persons, articles, guns and vehicle files. Verifying entries, cancellations and clears. Monitors ACJIS notifications such as hit confirmations, amber alerts and ATL's) coming in from ACJIS printer. Maintains Terminal Operator Certification (TOC) to perform ACJIS functions. Performs criminal history checks for both hiring and criminal justice purposes.

Requirements

• Formal Education/Knowledge: Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
• Experience: Minimum one year of experience in a related field.
• Certifications and Other Requirements: Must be at least 18 years of age. Typing requirement of 35 words per minute or 10,500 keystrokes per hour. Ability to obtain and maintain Arizona Department of Public Safety Terminal Operator Certification (ACJIS/NCIC) within six months of hire. Successful completion of all background investigations, including polygraph and psychological evaluation.
• Reading: Work requires the ability to read manuals, maps, and data sheets.
• Math: Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, division, and general accounting.
• Writing: Work requires the ability to write reports, proposals, worksheets, and letters.
• Managerial: Job has no responsibility for the direction or supervision of others but may provide advice/direction to an employee with less experience/skill or tenure.
• Policy/Decision Making: Moderate - The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Projects and daily work are managed with little oversight, however special assignments and significant work products may be reviewed upon completion. Typical positions in this category are supervisory, highly technical, or lower-level professional jobs.
• Technical Skills: Comprehensive Application - Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities.
• Interpersonal/Human Relations Skills: High - Interactions may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may also involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.

12 Month Objectives

• Successfully complete the Telecommunications Training program including an in-house 4-week academy and 2 9-12-week phases covering emergency and non-emergency phone skills and emergency radio operations.
• Develop effective oral communication skills and the ability to speak clearly over the phone and the radio as demonstrated by clearly answering incoming calls, assisting callers and through clearly and accurately responding to incoming radio traffic and dispatching Police personnel to calls for service.
• Learn the geography of the City of Goodyear as evidenced through practical and training exercises and accurately entering locations of calls for service into the CAD system.
• Develop skills to effectively utilize the Computer Aided Dispatch (CAD) and Records Management Systems (RMS), as evidenced through training and practical exercises.
• Work under pressure and be able to accurately assess emergency situations, and make sound, independent decisions as demonstrated to supervisory personnel and trainers in training and live situations.
• Answer 9-1-1, TDD, Text and administrative phone lines, and obtain pertinent information as demonstrated by efficiently and accurately entering calls for service into the CAD system.
• Obtain Level A Terminal Operator Certification (TOC) through ACJIS within 6 months of employment by successfully passing the required test.
• Obtain Notary Public Certification through the State of Arizona.
• Practice EXCEPTIONAL CUSTOMER SERVICE when dealing with the public and coworkers as evidenced by displaying a genuine interest in their needs and answering questions, sending assistance or providing knowledgeable referrals when needed.
• Maintain a clean and serviceable uniform as well as a high standard of personal hygiene as directed by department policy.
• Work effectively with fellow employees and supervisors by practicing good communication skills, support, and teamwork.
• Maintain an acceptable attendance record by reporting to shifts on time and limiting unnecessary leave.
• Receive an overall Successful rating on a City performance appraisal at the six-month, mid-term and at the end of the one-year trial period.