The purpose of the Communications Specialist-in-Training position is to develop and prepare trainees for employment with City of Greenville as a Communications Specialist I. To successfully complete the program, trainees must demonstrate proficiency in performing a variety of emergency dispatch assignments while learning Greenville City Police Department policies, methods and techniques required to carry out the duties of the job. Training is performed under close supervision by a Certified Training Officer (CTO) and will be completed in several phases including 1) Phone phase: answering emergency and non-emergency phone calls; 2) Main radio phase: transmitting message via radio, data terminals and phone; 3) Back up radio; and 4) Fire radio including dispatching of police and fire. In addition, training will include the introductory portion of National Crime Information Center (NCIC) including the system security, entry, update and verification of data such as missing and/or wanted persons and stolen vehicles, boats, license plates, guns, or other articles. Upon successful completion of the program, trainees will hold the following certifications: APCOPublic Safety Telecommunicator (PST), APCO Fire Service Communications (FSC), FEMA IS-0100 Introduction to Incident Command System (ICS), and NCIC Certification. Trainees will be required to successfully complete the hiring process with the City of Greenville in order to be hired as a Communications Specialist I. The City of Greenville Public Safety Communications Center operates on a 7-day, 24-hour basis and Police Dispatchers are required to work a variety of schedules including nights, weekends, and holidays.

 Essential Functions

  % of Time

• Answer Emergency and Non-Emergency Phone Calls: With a trainer overseeing the work performance, trainee will answer 911 lines, non-emergency lines, and ring down phones in Communications Center and creates calls according to agency protocol. Multi-task and enter calls into computer system while on phone with callers. Problem solves to determine which public agency would be best to assist in a situation. Talk to callers using specific techniques to gather information from hysterical, angry, and complacent callers. Act as a resource for field responders and to the public for situations not handled by police and fire personnel. Notify Sheriff's Office, EMS, Highway Patrol, and other agencies of emergency situations that might concern them. Make calls to alarm companies, key holders, citizens, utility companies, various City departments, and other agencies as needed. Conference callers to the language line, crisis lines, TDD, and other support numbers as needed when appropriate.

35%

• Dispatch Field Response Units: With a trainer overseeing the work performance, dispatch police, Greenville Tech, fire, forensic, and animal control calls to field response units. Maintain accurate/up-to-date record of each unit's status and location. Multi-task by processing field requests using the Computer Aided Dispatch (CAD), and other software systems. Prioritize calls for service and dispatch according to call priority. Ensure Road Sgt/supervision is aware of any/all calls for service that are holding. Provide notifications for assistance with towing vehicles, public works, sanitation, etc. Maintain records of units working off-duty assignments. Maintain room awareness to update field responders with pertinent information. Monitor the 3SI tracking system for local banking facilities.

35%

• Perform Administrative Duties: With a trainer overseeing work performance, review incoming teletypes for relevancy to this jurisdiction. Respond or notify others as necessary to the circumstances. Enter and verify data for missing persons, wanted persons, stolen vehicles, and tags into the FBI computer system (NCIC.) Enter towed vehicles in agency database for tracking purposes to aid in locating vehicles and maintaining records. Review the report for the Community Care calls for endangered/at-risk citizens and determine the need to enter calls for dispatch. Determine the need to activate the Critical Incident Notification System and perform additional notifications as needed.

20%

• Document/Monitor and Maintain Equipment: With a trainer overseeing the work performance, document all work aspects by entering calls for service, completing forms, or entering information into various computer systems. Check all equipment at the beginning of each shift. Report equipment malfunction that requires special attention. Repair or resolve basic equipment malfunctions to ensure continued operation of equipment. Perform a daily shutdown of computers. Maintain key holder information, cautions, and response information pertinent to locations in the CAD system. Maintain officer names and phone numbers, other agencies', and support's phone numbers in the CAD system.

10%

Perform other duties as assigned.

• High school diploma or equivalent.

• One (1) year of experience in customer service.

• Must be at least 18 years of age. 

• Must be able to pass a comprehensive law enforcement background check.

• Must pass pre-employment aptitude exam.

• Experience in a public safety environment and operating telecommunication equipment that includes, computers, or base radios. 

• Valid South Carolina Class D Driver's License.

• Applicable federal, state, and local laws and regulations including those governing the security and integrity of criminal justice information.

• Law enforcement codes, procedures, and practices.

• Fire communication and ICS regulations.

• Basic fireground processes and terms.

• The practices, methods, and procedures of operating a computer-aided dispatch (CAD) system to dispatch police vehicles in response to calls.

• Methods and procedures of various operating and communications systems.

• The geography of the City as well as the spelling of City streets and area names.

• Techniques of questioning for both emergency and non-emergency calls.

• Principles and processes for providing customer and personal services. 

• Learn, comprehend, and apply all City or departmental policies, practices, and procedures necessary to function effectively in the position.

• Interpret and apply state and federal laws and regulations.

• Deal effectively with the public and maintain cooperative relationships with fellow members of the Police Department and Fire Department.

• Sense a potentially dangerous situation and to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Operate a variety of computerized police information network systems.

• Operate communication equipment including telephones and radios.

• Handle multiple activities simultaneously while maintaining attention to detail.

• Prioritize emergency situations accurately.

• Apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.

• Independently analyze situations and quickly identity appropriate action.

• Condense and organize information received over the phone and radio into readable, sensibly typed remarks in a timely manner.

• Make timely and appropriate decisions under emergent circumstances based on technical standards, criteria and policies.

• Remember numerous details and quickly recall essential information.

• Consistently think clearly and respond quickly in a wide variety of emergency situations.

• Deal effectively with people in a multi-cultural society under extremely stressful situations.

• Quickly perform multiple time-sensitive tasks with a high degree of accuracy.

• Articulate in a clear, concise manner, disseminating complete and accurate information in a logical and timely basis both orally and in writing.

• Demonstrate adequate hearing and visual acuity to successfully perform the essential job requirements.

• Work under stress relating to critical situations encountered by the public and responders and perform duties necessary to resolve problems.

• Be a team player and establish good working relationships; maintain self-control under stressful circumstances.

• Discern several conversations simultaneously, extract and disseminate appropriate information, prioritize actions and respond in an effective manner for emergency and non-emergency situations.

• Provide effective customer service and obtains essential information from persons under emergency conditions.

• Remain calm and objective; think clearly and act quickly in emergency situations.

• Communicate information verbally to the general public, uniformed officers, and fire personnel clearly and effectively.

• Work appropriately with confidential material and information.

• Perform a variety of administrative/clerical tasks.

• Read from a written list and locate information, then respond using a keyboard.

• Listen to audio, locates information on a written list and responds using a keyboard.

• Compare and contrast written data such as telephone numbers or addresses to determine whether the data is identical or different.

• Read and listen to identifying information (such as red Ford, blue Dodge) and a short time later needs to recall that information.

• Listen to and comprehend information provided orally (such as a telephone call) while accurately entering the information into a computer.

• Use maps, give travel directions to others, and/or determines the best route to a specific location in an urbanized setting.

• Review, classify, categorize, prioritize, and/or analyze data.

• Operate general office equipment to include scanner, printer, copier, telephone, and computer with Microsoft Office Suite.

• Utilize specialized software and systems to include 911 telephone system, radio equipment, handheld radios, public safety camera system, CAD computer system, NCIC software, TDD software, emergency alerting system, 911 location software, fire command system, recording system, warrant program applications, virtual meeting platforms, digital policy management programs, and other on-line continuing education platforms. 

Primary Work Location:  Office environment. 

Protective Equipment Required:  None. 

Environmental/Health and Safety Factors:  

Relatively free from unpleasant environmental conditions or hazards.

Physical Demands:  

Continuously requires fine dexterity, sitting, handling, vision, foot controls, hearing, twisting, and talking. Frequently requires reaching and pushing/pulling. Occasionally requires standing, walking, carrying, lifting, bending, kneeling and climbing short flights of stairs. Light strength demands include exerting up to 20 pounds occasionally, 10 pounds frequently, or negligible amounts constantly.

Mental Demands:  

Frequently requires time pressures, emergency situations, frequent change of tasks, irregular schedule/overtime, performing multiple tasks simultaneously, working closely with others as part of a team, tedious or exacting work, noisy/distracting environment, stress, training, documenting, and multitasking.

The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.