The purpose of this job is to manage 9-1-1 emergency and non-emergency calls for service from the public requesting police, fire, or medical assistance. The work includes gathering, classifying, and supplementing essential information from the caller and entering it into the Computer Aided Dispatch (CAD) system. Dispatching police officers to calls for service and providing support to responders in the field. Maintaining and processing queries, departmental records, and communications using the Law Enforcement Information Network (LEIN) and National Crime Information Center (NCIC) systems.
The standard work schedule consists of three 12-hour shifts and one six-hour shift per week with a two-week rotation and every other weekend off. As a 24/7/365 operation, the position requires work on various shifts, weekends, and holidays, as well as mandatory overtime on days off and in conjunction with regular shifts, as assigned
- .
After successful completion of required training, employees will test for promotion to the Emergency Communications Operator II position with a salary range of $57,010 to $80,270- .
Starting pay up to $31.15 hourly for candidates with 3+years of relevant experienc- e
ESSENTIAL DUTIES & RESPONSIBILITIES
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be required to perform job-related tasks other than those specifically presented in this description.
Processes requests for assistance from the public and dispatches calls for service to appropriate units and maintains status of emergency responders using Computer Aided Dispatch (CAD) system and radio system
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Obtains and verifies incident information from callers through verbal, text, and telecommunications device for the deaf (TDD) conversations in accordance with established protocols, utilizing 9-1-1 telephone equipment, Computer Aided Dispatch (CAD), and Geographical Information System (GIS) mapping systems.
Accesses and maintains information from Law Enforcement Information Network (LEIN) and National Crime Information Center (NCIC) system- s
Monitors assigned channels and communicates with emergency responders using two-way radio equipmen- t
Maintains records and prepares report- s
Performs related work as require- d
High school diploma or equivalen
-AND-
No related work experienc
-OR-
Any equivalent combination of training and experienc
Knowledge of:
Modern office procedures, methods, and computer equipmen
- t
Personal computers and associated softwar- e
Skill in:
Interpersonal skills necessary to develop and maintain effective and appropriate working relationships
Performing a variety of duties, often changing from one task to another of a different natur- e
Interpreting map- s
Keyboard entry an- d record-keeping
Effective oral and written communicatio- n
Ability to:
Meet schedules and deadlines of the wor
- k
Perform multiple tasks simultaneousl- y
Understand and carry out oral and written direction- s
Accurately organize and maintain paper documents and electronic file- s
Pay attention to detail, stay calm, and manage stress in emergency situation- s
Maintain the confidentiality of information and professional boundarie- s
Operate a multi-screen console connected to 9-1-1 telephone equipment, Computer Aided Dispatch (CAD), and communications equipment and recording device- s
Keep records and operate a data entry device at a proficient rate of spee- d
Think clearly and act quickly in emergency situations- .
Wear communications headgear for extended periods of tim- e
Memorize industry specific vocabulary and code- s
Obtain NIMS ICS 100, 200, 700, and 800 certification- s
Perform duties from the Emergency Operations Center (EOC) or Mobile Command Post as require- d
ASSESSMENT PROCESS
The City of Grand Rapids permits one application submission per person per application period. Reapplication for future postings is permitted and welcomed. Candidates must pass each step to continue in the process.
Application Review (8/24/26)
Performance Exam (Computer Simulation) (8/25/26 – 9/1/26)
Interview (In-person at GRPD) 9/8/26 & 9/9/26
Background Review:
The background review process takes approximately 8–10 weeks and includes:
Completion of a
- 65-page Personal History Questionnaire, providing detailed information and verification of education, employment, finances, legal history, driving record, references, relatives, residency, and an autobiography
Comprehensive review and verification of all submitted documentatio- n
Legal, criminal, and financial records check- s
Reference checks, including primary, secondary, and tertiary contact- s
An in-person interview at the Grand Rapids Police Departmen- t
Job Shadow
Pre-Employment Screening:
Psychological testin
- g
Medical examination (Med-1- )
Drug screening (Med-1- )
Audio (hearing) test (Med-1- )
We offer:
Medical, Dental, and Vision starting on Day
- 1
6% employee 401a contribution with employer matching (6% or 7% based on bargaining unit- )
Employee & Employer contributions to Retiree Health Savings Accoun- t
Voluntary benefits such as term life insurance, flexible spending accounts, accidental insurance, disability insurance, and deferred compensation plan option- s
Twelve Paid Holiday- s
Paid Vacation and Sick Tim- e
Paid Parking (if applicable- )
Employee Home Ownership Incentiv- e
Tuition Reimbursement and professional development opportunitie- s
Paid Parental Leav- e
Employee Assistance Program with free mental health counselin- g
Comprehensive Wellness program with a health and wellness incentiv- e
Employee Discounts and Perks
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Leaves and Accommodations Analyst, Amanda Kaulback. Email [email protected] or [email protected] or by phone at (616) 456-4668.
The City of Grand Rapids does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy or gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Please Note:
This position is subject to the provisions of the applicable collective bargaining agreement and all relevant civil service rules. For additional information, links to union agreement and Civil Service Rules are provided below.
Collective Bargaining Agreements
Civil Service Rules
