JOB SUMMARY
As the first point of contact in an emergency, communication officers play a critical role in keeping not only the public safe, but responding law enforcement officers. The communication officer receives calls on the city's emergency 911 system, including emergency calls and non-emergency calls. Performs a variety of communication duties essential to the preservation of law and order in the City of Havre de Grace, Maryland; is responsible for accurate and rapid call-taking and information dissemination, as well as dispatching police services and equipment to calls for service; works closely with other public safety agencies to include fire and EMS; must be able to respond quickly, accurately and calmly in emergency situations to get assistance to appropriate locations in the shortest time possible.
Communications Officer Written Test
If your application is in good standing, completed fully with all documentation, we will contact you with your testing date/time to take the National Dispatcher Selection Test. DO NOT BE LATE! Punctuality is an important characteristic of a Communications Officer. Applicants who are late for testing will NOT be permitted to test. Applicants who do not meet the eligibility requirements or fail to complete the application correctly and in its entirety, including submitting all required documentation, will not be permitted to test. Please bring a photo ID with you for your test. The test typically lasts two hours.
The National Dispatcher Selection Test includes the following:
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Reading Comprehension – This section measures a person’s ability to read and understand written information. This section of the test consists of a number of short paragraphs followed by questions. The information needed to answer the questions is contained in the paragraphs. In some instances, participants will have to draw a conclusion based on the information given. There are 20 questions in this section and you will have 20 minutes to complete it.
Listening – This section measures a person’s ability to listen and recall spoken information. This section of the test consists of a number of simulated conversations between dispatchers/call-takers and callers. The information needed to answer the questions is contained in the listening passages. Pages are included in the test booklet for taking notes during the listening passages. After each passage, participants are given 4 minutes to answer a set of questions regarding the passage. Once the four minutes have expired, the next listening passage is presented. There are a total of 20 questions. Applicants have approximately 30 minutes to complete this section.
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Problem-Solving – This section measures a person’s ability to evaluate information and assign units to emergency calls. This section contains two problem types. In the first type, a scenario is presented, and the participant must reach the most logical conclusion based on the information provided. Participants must either make decisions or deduce what may have happened based on the information provided. In the second problem type, participants will assign patrol units to emergency and non-emergency calls, subject to a set of rules. Each question presents four pieces of information: the Sector where a patrol unit or units are needed (Sector 1, 2, 3 or 4), the type of call received (emergency or non-emergency), the number of units needed to respond (1 or more) and the current status of all patrol units (each unit may currently be Available, responding to an Emergency call, or responding to a Non-Emergency call). There are a total of 7 problems and you will have 15 minutes to complete this section.
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Prioritizing – This section measures a person’s ability to evaluate information and prioritize response calls. In this section, participants are presented with sets of calls that are received simultaneously and have varying degrees of priority. Participants will determine the priority of the calls and rank them by their priority. A rank of “1” will be given for the call with the highest priority, a rank of “2” for the call with the next highest priority, and so on. Each call may receive only 1 rank. The priority of calls is determined by three criteria: (1) whether the call involves possible loss of life or physical injury, (2) whether the call involves loss of property, and (3) whether the call involves harm that is in progress, is likely to occur in the future (if at all), or occurred in the past. There are a total of 6 items in this section and you will have 10 minutes to complete this section.
Multi-Tasking – This section measures a person’s ability to maintain accuracy while simultaneously attending to information presented in writing and via audio. In this section, two columns of data are provided next to each other. The participant will check the information in Column 2 against the information in Column 1. There are two types of information. The first will be random strings of letters and numbers, similar to a license plate number or a driver’s license number. The second type of information consists of names (first and last). The participant will indicate whether the information is exactly the same or different across the two columns. While checking the information in the two columns, participants will also be required to check a list for the names of individuals who have outstanding warrants. The list of names is sorted from A to Z by last name and is provided on the answer sheet. Names will be read out loud at various intervals and participants will determine if the name read out loud is listed on the Warrant Check List. If the name appears on the Warrant Check List, the participants will fill in the circle on the answer sheet next to the name. If the name does not appear on the Warrant Check List, the participants will continue checking the data in columns 1 and 2. Most candidates will not complete all data checking items in the time allotted. In this section there are 30 name identification items and up to 60 data checking items. You will have 10 minutes to complete this section.
MINIMUM QUALIFICATIONS
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Good moral character.
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High school diploma or G.E.D. and successful completion of training and trial period requirements.
Must complete a thorough background check, pass a polygraph or other truth verification exam, must pass a physical exam, must successfully pass or complete every portion of the hiring and background process.
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DUTIES AND RESPONSIBILITIES
The duties and responsibilities listed are illustrations of the various types of work required to be performed for this position. The omission of specific duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
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Answers call for service on non-emergency and all emergency 911 phone lines, direct lines into the communications center, and pre-recorded phone alarms;
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Elicits information rapidly, records and enters data into a computer-aided dispatch system (CAD) and ensures that a call is dispatched to police personnel;
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Screens, transfers or refers calls to other public safety agencies, if necessary;
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Dispatches accurately and effectively to patrol, criminal investigations' personnel, command personnel, or other public safety personnel responding to the scene of emergency calls via a two-way radio system;
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Assists in calling and obtaining personnel and resources necessary to adequately handle an incident; and utilizes proper policies and procedures regarding specific incidents;
Assists in the preparation and maintenance of files, documents and information which assist in the efficient dispatching of personnel and equipment, including but not limited to maps, road indexes, road maintenance/closure status, bridge closures, hydrant out-of-service status, police officer capabilities and availability, phone numbers, officer address information, hospital status, emergency numbers for businesses, etc.;
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Must maintain certifications and/or log in status in order to perform vital tasks such as obtaining and disseminating criminal information, motor vehicle information, juvenile information, etc.;
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Must be able to utilize, enter, extract information from NCIC, MILES, METERS and LETS; research information on past and present incidents, in-house warrants, criminal summons, and arrest records via CAD system;
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Provides information for public inquiries; answers questions regarding state, county and local ordinances; provides directions when needed; provides basic information regarding events, gives directions; traffic conditions, referrals to other city departments or county agencies; conducts inquiries and makes phone calls for police officers as needed; contacts after hours personnel for Department of Public Works and/or other city services; receives and relays messages; monitors camera surveillance;
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Inputs data onto standard office and departmental forms, both manual and computerized; makes posting to various reports; compiles and tabulates data;
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Collects and records receipt of money for fines and fees; sends and receives teletypes and faxes;
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Assists with maintenance of information such as emergency contact information for businesses, government and private agencies;
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May be required to prepare written reports and documents; may be required to testify in court;
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Maintains all required dispatch documents and records; prepares documentation for State Audits and Certifications;
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Performs other job-related duties as required;
SKILLS, KNOWLEDGE & ABILITIES
The job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. The employee is expected to perform or possess the following:
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Knowledge of department practices and procedures.
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Ability to communicate effectively; to read, write and speak English in a clear, effective manner; to use grammar and spelling in clear, effective manner;
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Able to stay calm under pressure and to comprehend and retain information in both stress and on-stress situations.
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The ability to carry out orders with precision and speed.
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The ability to make decisions quickly and accurately.
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The ability to learn and apply public safety regulations and procedures.
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The ability to deal with the public in a courteous, informative and tactful manner.
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Have a good working knowledge of the geography of the City of Havre de Grace, of the locations of various fire houses and EMS within the City, law enforcement agencies and hospitals in Harford County; the capabilities of various types of emergency equipment;
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Ability to learn communications, computer operations, public safety and/or emergency radio-communications;
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Must maintain NCIC/MILES user certification;
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Thorough knowledge of the City of Havre de Grace’s policies and procedures as well as those of the Police Department;
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Act as a representative of the Havre de Grace Police Department and the City of Havre de Grace to the public;
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Working knowledge of Federal, State, County, City and department rules, regulations, laws, ordinances, policies and procedures that are pertinent to police work;
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Establish and maintain effective working relationships and successfully communicate with other department members and members of the public, especially during high pressure, high stress situations;
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Maintain a professional and productive working atmosphere;
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Respond properly in emergency situations and to complete assignments under pressure;
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Prepare accurate and timely reports as needed;
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Ability to learn Police Department computer systems to include inputting programs and processes;
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Ability to work effectively with co-workers and supervisors;
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The position may require shift work assignments covering a 24-hour per day period. Shift assignments may be changed without notice to address operational needs;
The position may require 24-hour on-call availability in the event of an emergency.
PHYSICAL, SAFETY & ENVIRONMENTAL CONDITIONS
The conditions listed are not intended as, nor should it be construed as, exhaustive of all physical, safety and environmental conditions associated with this job.
Work requires a considerable amount of time operating a keyboard and completing data entries accurately as well as sitting at a computer terminal and/or telephone work station for extended periods of time; additionally, must be able to stand, bend, crouch, stoop, stretch and reach as the need may arise.
The position involves working shifts, which include nights, weekends, holidays, during extensive special events or law enforcement details, during inclement weather or county/city-wide emergencies. Work assignment and hours may change with little or no advance notice as a result of event(s), critical incident situations, manpower circumstances, etc.
Havre de Grace is a city in Harford County, Maryland, situated at the mouth of the Susquehanna River and the head of the Chesapeake Bay. Havre de Grace's location makes it popular for recreation and tourism, and the City was honored as one of America's 20 best small towns to visit in 2014 by Smithsonian magazine.
The City of Havre de Grace, Maryland, is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online application!
The City of Havre de Grace, Maryland, is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
- 457 deferred compensation plan
- Company-paid Short and long-term disability insurance
- Company-paid Basic Life and AD&D Insurance
- Dental Insurance
- Health Insurance
- Paid Holidays
- Pension Plan
- Personal time
- Sick Time
- Vacation time
- Vision Insurance
- Voluntary life, AD&D, critical illness, and hospital indemnity insurance
