JOB TITLE: POLICE COMMUNICATIONS OPERATOR

JOB CODE: 73020

DEFINITION: This is specialized work in receiving, transmitting, maintaining, and coordinating public safety information in support of Pennsylvania State Police (PSP) law enforcement functions.

An employee in this job performs communications activities necessary for providing emergency and non-emergency police services to the general public. Work involves receiving, prioritizing, and determining the appropriate disposition of incoming calls from the public, PSP staff, and other agencies; dispatching State Police Troopers and relaying information over radio, telephone, and computer systems; querying, entering, and updating information in electronic record management systems; greeting and assisting station visitors; and answering questions and addressing concerns regarding agency programs, operations, and related services. Work schedules involve rotating shifts within a twenty-four hour police dispatching environment. Work is characterized by fast-paced multitasking between work activities and striving to mitigate stressful situations and emotionally-charged callers. Work is performed with considerable independence within established operating procedures.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.):

• Receives calls from the general public and county 911 operators regarding criminal activity, vehicle accidents, traffic violations, disabled motorists, suicidal subjects, requested welfare checks, scams, requests for assistance, or to speak with a Trooper, and related police and non-police activities.

• Questions callers to gather details, determine response requirements, and assign relative priorities of incidents.

• Dispatches and relays incident information to State Police Troopers over radio, telephone, and computer systems.

• Contacts local service providers such as municipal police, fire, ambulance, towing, and PennDOT to provide incident details and request assistance and response.

• Utilizes the Commonwealth Law Enforcement Assistance Network (CLEAN), Pennsylvania Justice Network (JNET), and Protection From Abuse Database (PFAD) to access, research, and maintain records regarding criminal history, PFA orders, warrants, driver history, driver licenses, vehicle registrations, probation and parole status, and incarceration history.

• Establishes and maintains incident information in electronic record management systems.

• Interprets maps to clarify incident locations and provide navigational directions to Troopers.

• Communicates with Troopers and other PCOs regarding active incidents or concerns and the exchange of information.

• Monitors the status and locations of Troopers through automated systems.

• Receives and sends communication messages through CLEAN.

• Assists station visitors by greeting, determining purpose of visit, and providing requested information or arranging for a Trooper to meet them.

• Receives and responds to administrative inquiries from the general public regarding department programs, operations, and services related to law enforcement.

• Attends and participates in structured public safety communications training at a State Police training facility.

• Assists in training new PCOs on department policies, procedures, and practices pertaining to public safety communications.

• Travels to training programs.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of personal computer operation.

• Knowledge of principles and practices for effective customer service.

• Skill in operating a computer keyboard to enter information efficiently and accurately.

• Ability to read and interpret maps.

• Ability to read and interpret written material.

• Ability to understand spoken information.

• Ability to prioritize incoming calls and messages.

• Ability to determine response requirements.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities):

• Two years of experience using two-way radio, multi-line telephone, or computer aided dispatch systems;

or

• Two years of experience using computer systems for entering, updating, and retrieving information;

or

• Completion of 60 college credits;

or

• An equivalent combination of experience and training.

SPECIAL REQUIREMENTS:

• All employees must possess a clear, firm voice and no major speech, hearing, or visual impairments that would interfere with understanding verbal communication, being understood, or using electronic communications equipment and visual display equipment.

• All employees must obtain an active Public Safety Telecommunicator certification issued by the Association of Public Safety Communications Officials within the probationary period and maintain the same for the duration of employment in this job.

• All employees must obtain active Commonwealth Law Enforcement Assistance Network (CLEAN) and Pennsylvania Justice Network (JNET) certifications issued by the Pennsylvania State Police within the probationary period and maintain the same for the duration of employment in this job.