General Description
Come join our 911 team! Through classroom and hands on training, we will teach you to listen to first responders on radio channels, talk to distraught callers and type life-saving information into our state of the art computer system. Because 911 never closes, we serve as a vital link between the citizens of Roanoke County and other services provided, including utility companies. You will perform technical work, ensuring the prompt answer of incoming emergency and non-emergency requests for police, Sheriff, fire and emergency medical services and for the timely and efficient dispatch of the appropriate units. You will monitors a variety of frequencies and serve as a vital link to the units deployed. This position is in a trainee capacity, learning the duties of the Communications Officer. You will perform other duties as assigned.
Essential Job Functions
~ This position handles incoming and outgoing telephone call taking responsibilities for both emergency and non-emergency telephone lines. Additionally, this position is qualified and required to operate both radios: law enforcement and Fire/EMS.
~ Follow established agency policies and procedures, being aware of liability to the agency, and adhering to federal disclosure and privacy laws.
~ Follow and adhere to all industry, local, state and federal guidelines, policies, and requirements to ensure effective and efficient operations in the 9-1-1 environment.
~ Completes and maintains all testing, training, and certification as required by constituted authority or mandated by statute.
~ Uses worktime in an efficient manner, consistent with the departmental mission and values and within the current workload demand, under minimal supervision.
~ Provide pre-arrival and post-dispatch instructions to those that are requiring assistance during high-stress situations in accordance with Emergency Medical Dispatch guidelines, such as cardiopulmonary resuscitation (CPR), childbirth, active shooter, entrapments, etc.
~ Monitors and updates the activity and status of all on-duty field personnel (units) via the Computer Aided Dispatch (CAD) and mapping software systems.
~Utilize language interpretation services, coordinate with mental health resources, text-to-911, or other appropriate methods to assist distressed callers, individuals with communication barriers, or those experiencing cognitive, sensory, emotional or situational challenges.
~ Operate a sophisticated workstation comprised of multiple computer systems and monitors, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouse, call handling and text-to-911 sessions, as well as communications systems such as radio dispatch consoles and recording systems.
~ Works various assigned hours and shifts as required for continuous operation of the ECC, at the primary or backup location.
~ Performs job tasks effectively in a professional manner under varying levels of stress and activity.
~ Remains alert to the conditions within the ECC at all times while on duty.
~ Maintains and upgrades professional knowledge, skill and development by attending seminars, training programs and reading trade and professional journals and publications.
~ Apprises the Team Supervisor of any training requirements, personnel or equipment issues on a regular basis.
~ Performs other duties as assigned.
Requirements/Preferences
Education:
High School diploma or equivalent.
Experience
Previous experience in a customer service role, either in person or over the phone, that demonstrates the ability to communicate effectively, actively listen, and professionally interact with the public in stressful or fast-paced environments.
Certifications/Licenses
Must complete the call taker in-house training, Virginia DCJS Basic Dispatch training. Must be able to obtain CPR/AED and Emergency Medical Dispatch (EMD) certifications.
Knowledge, Skills And Abilities
Some knowledge of geographical streets, buildings, and jurisdictional boundaries. Basic skill operating all software and hardware related to performance of duties. Ability to communicate effectively with internal staff, citizens, and other departmental staff in order to give and receive information in a courteous and professional manner. Some knowledge of police and fire safety tactics as they relate to communications. Ability to quickly learn the department organization and standard operating procedures. Ability to prioritize and manage multiple projects and responsibilities as assigned. Ability to maintain confidentiality on all emergency and police matters. Ability to assess and prioritize emergency situations while remaining calm and using sound judgment. Ability to multitask during both routine and stressful situations. Ability to establish and maintain effective working relationships with co-workers, superiors, departments, other government entities and the general public. Must be able to provide quality customer service and maintain a professional demeanor with callers, fellow employees, and all public safety personnel. Ability to deal courteously and firmly with the general public in emergency and non-emergency situations. Ability to maintain a calm demeanor and remain professional under chaotic and stressful circumstances, multiple conversations and often noisy environment. Must have the basic knowledge of Windows-based software to include Microsoft Office or similar programs. Must be able to work in a fast-paced and stressful (life/death) environment.
Supervisory Responsibilities
None
Additional Requirements
The successful applicant must be at least 18 years of age and be a US citizen or lawful citizen of the US for 10 years and not have been convicted of any felonies or serious misdemeanors. The successful applicant will undergo an extensive criminal history background investigation to determine suitability for the position. They must meet security requirements set forth by local, state, and federal governing bodies and industry standards. They must be able to pass drug testing, and pre-employment testing to include but not limited to: a typing test (25 words per minute minimum), a vision test, a hearing test, a well as psychological evaluations. Must be able to work permanent shifts normally 12 hours in length, including days, nights, weekends, and holidays. Must be able to work overtime, extension of shift assignments, and on-call (standby) schedule as needed. Must be able to report to work in all weather or environmental conditions. Must remain alert and responsive at all times. May be subject to DMV driving record review as required by the amount of work-related driving, specified by support responsibilities. Must be able to perform the job as described in the Physical and Environmental demands section of this job description.
Other Information
Full-time employees are eligible for a comprehensive benefit package that includes:

• Progressive Flexible Leave Plan with cash-in option
• Twelve paid holidays
• Short Term Disability Insurance
• Long Term Disability Insurance
• Health, Vision and Dental Insurance
• Life Insurance
• Flexible Spending Accounts - Medical and Dependent Care
• Virginia Retirement System - Membership in VRS is automatic upon hire into a covered position. County contributes and employees pay their membership contribution.
• Deferred Compensation Plan with County Match
• Employee Assistance Program
• Credit Union Membership