Characteristics of the Position:
The Cook County Sheriff's Police Department Emergency Communications Center, located in Des Plaines, Illinois is seeking applicants for the position of Telecommunicator. The Emergency Communications Center is multi-jurisdictional operation that receives and dispatches police, fire and emergency medical service calls in Cook County, as well as Metra rail lines located in Cook, DuPage, Kane, Kenosha (WI), Lake, McHenry and Will counties. The Telecommunicator position supports a twenty-four (24) hour, seven (7) days a week operation where applicants must have the ability to work rotating shifts that include weekends and holidays. Telecommunicators are responsible for answering Emergency 911 and nonemergency calls for all unincorporated areas of Cook County, as well as assisting those jurisdictions that do not have Emergency 911 systems or contract dispatch agencies. Telecommunicators enter all emergency data into the Premier One Computer Aided Dispatch (P1 CAD) system. The Telecommunicator, from the information received, determines the nature of the call (police, fire, EMS, or other emergency) and assigns its priority using designated codes and dispatches the appropriate beat car to the scene using the radio and P1 CAD system. Telecommunicators are responsible for entering, retrieving and accurately interpreting information contained in the Law Enforcement Agencies Data System (L.E.A.D.S.) and the National Crime Information Center (NCIC) system and for responding to public works, utilities, and community service calls for assistance and/or repair.
Key Responsibilities and Duties
- Enters all emergency data into a Premier One Computer Aided Dispatch (P1 CAD) system.
- Receives information and requests for additional personnel or equipment from field units; informs field units of potential threats, risk, and hazards, such as involvement of weapons, hazardous materials, or violent subjects.
- Dispatches, via radio or telephone, emergency and other calls for service to the proper police agencies and units; maintains strict radio discipline at all times; complies with Federal Communications Commissions (FCC) regulations, department policies and procedures in the transmission of all radio traffic; maintains radio communications with department units for the purpose of providing assistance and coordinating operations.
- Assists with the maintenance of records, maps and all communications equipment and performs administrative, clerical tasks and data entry and retrieval essential to the efficient operation of the communications center.
- Cancels, Confirms, Enters, Locates or Modifies records into the Law Enforcement Agencies Data System (LEADS) and/or the National Crime Information Center (NCIC) system.
- May assist in the on-the-job training of new Telecommunicators personnel, and/or assist or relieve other Telecommunicators, as required.
- Keeps informed of County ordinances, State Statutes and other law enforcement related information/documents through memorandum.
- Maintains and cares for communications console station and related equipment.
- May be required to review transcripts and/or tape recordings related to the investigation of complaints/calls for service and may be required to testify in court.
Knowledge, Skills and Abilities
- Actively listens to others and understands their needs and situations; writes and speaks English in an understandable manner; assertively controls conversations in order to quickly and accurately gather pertinent information and communicates this information professionally and precisely to the proper recipient.
- Reads and understands correspondence, directives and General Orders; willingness to support and carry out directive and the mission of the agency.
- Acts in a decisive manner, using good judgment; assesses problems and situations; anticipates needs and evaluates alternatives; deals professionally with emergency and stressful situations so as to avoid over-reaction; maintains flexibility in adjusting to situations and procedures.
- Deals with people with a high degree of personal integrity; sensitive to other’s problems without direct involvement; excludes personal biases from work performance; has ability to accept criticism and/or discipline; has tact and diplomacy; strives to promote a cooperative atmosphere in the Communications Center and maintains a positive attitude.
- Must have emotional stability, self-motivation, loyalty and commitment to the organization, to include the County, as well as agencies the 911 Center serves; willingness to take the initiative; be dependable; display maturity in relationships with others; have good personal appearance and self-confidence.
- Ability to represent the organization to other agencies and citizens with a courteous, helpful, accurate and business-like attitude in all radio, telephone, computer and personal contract.
- Detects and corrects errors; performs multiple tasks simultaneously; coordinates heavy workloads to maintain organization and utilizes work time properly and productively.
- Successfully acquires working knowledge of radio equipment, telephone and computer functions during probationary period; updates and maintains such knowledge on a continuous basis; acquires and applies knowledge of equipment limitations and alternatives.
- Possess knowledge of the service area, surrounding area and cooperating agency procedures and resources.
- Possess the ability to quickly learn new information and initiate improvements in both technical and procedural areas.
- Ability to work up to twelve (12) hours at a time, continuously wearing a communications headset that will cover one (1) ear or fit within the ear canal of an ear, while retaining the ability to hear and understand other outside sound sources not coming to this ear piece; ability to read and discern visual images on a variety of media; ability to remain seated at the same workstation for up to twelve (12) hours at a time, while maintaining the ability to type accurately on a computer keyboard, all while conversing with callers.
- Must be able to work any and all shifts of a twenty-four (24) hour, per day period.
- Must be able to report for mandatory overtime, four (4) hours before the start of your scheduled shift OR four (4) hours after your scheduled shift.
- Must be able to speak and express oneself in a clear and articulate manner.
- Possess knowledge of techniques and procedures used in operating emergency communications equipment.
- Possess knowledge of customer service standards and best practices.
- Possess knowledge of applicable Law Enforcement Agencies Data System (LEADS)/National Crime Information Center (NCIC) system and guidelines.
- Possess skill in operation emergency communications radio equipment.
- Possess skills in empathetic listening techniques.
Miscellaneous Requirements: WORKING CONDITIONS
This position is located in a call center environment, with exposure to multiple computer screens and requires work under stressful conditions. Essential and marginal functions may require maintaining physical condition necessary for sitting for prolonged periods of time and continuously wearing a headset which restricts movement in the work area.
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