Job Description

SUMMARY Telecommunicators operate the City of Bentonville emergency police, fire, EMS, and the 911 communication equipment. Receive emergency and non-emergency phone calls. Dispatch personnel and equipment, and provide pre-arrival instructions to citizens.

ESSENTIAL FUNCTIONS include the following duties. Work assignments and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned. These are not intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Operates telephone console to receive incoming calls for assistance. Answers emergency and non-emergency calls from citizens. Obtains vital information, refers calls to appropriate agencies, and contacts agencies for citizens. Questions caller to determine nature of problem, location and seriousness of emergency response needed, and type and number of personnel and equipment needed. Transmits orders and receives messages from law enforcement units, fire department units, emergency response units, local and state agencies, wrecker services, utility workers, and others. Determines correct course of action, priority, and number of units to dispatch. Scans computer aided dispatch program to determine units available and locations of first responders. Maintain a constant knowledge of all Dispatch Policies and Procedures. Operates NCIC/ACIC computer system. Receives and disseminates information concerning stolen vehicles, articles, and wanted/missing persons. Enters felony and misdemeanor warrants into NCIC. Operates two-way radio to dispatch police, fire, medical, and other personnel and equipment and to relay instructions or information to remove units. Maintains current knowledge of all main thoroughfares, access routes, and roads closed for construction and repairs. Types commands on computer keyboard to update files and maintain logs. Relays instructions or questions from remote units. Documents radio traffic in CAD. Documents complaints from citizens in CAD. Coordinates all police, fire, ambulance, and other emergency requests, relaying instructions to closest and most suitable units available. Provides pre-arrival instructions using EMD protocol before paramedics arrive. Transmits and receives messages between divisions of own agency and other law enforcement agencies. Contacts police officers to verify assignment locations, monitors dispatched units and, when necessary, serves as liaison with caller. Receives incoming alarms for Police, fire and EMS. Update CAD files with recent representative, address and phone number information. Questions caller, observes alarm register that codes location of fire, and scans map of city to determine whether fire is located within area served by city fire department. Determines type and number of units to respond to emergency. Operates with minimal equipment when evacuated to Detention during natural disasters. Notifies fire station/s and activates radio pre-alert toning system that automatically contacts one/multiple fire stations and indicates location of fire/EMS call for service. Relays messages from scene of fire, such as requests for additional help and medical assistance. Records date, time, type of call and destination of messages received or transmitted. Interfaces with the ACIC system in order to input data and obtain information on driver\xe2\x80\x99s licenses, vehicle registrations, stolen property, NCIC hits and warrants, etc., as required. Reads and interprets a variety of resource material, procedural manuals, computer programs, etc. Performs minor office functions such as filing, copying and sorting. Tests various communications systems and reports malfunctions to maintenance units. Required to protect the privacy of all Bentonville Emergency Communications Center information in accordance with the agency\xe2\x80\x99s privacy policies, procedures, and practices as required by federal and state law. Proficient oral/written communication and computer skills. Required to protect the privacy of all Bentonville Emergency Communications Center information in accordance with the agency\xe2\x80\x99s privacy policies, procedures, and practices as required by federal and state law. Must be able to work any assigned hours/shifts with varying days off. Subject to emergency call-in. Must successfully complete an extensive background investigation; must not possess any felony convictions; and must pass pre-employment drug testing and physical.

SUPERVISORY RESPONSIBILITIES None
EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED) and 2+ years of work experience call center or customer service, or a combination of education and experience.
LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measurement, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

REASONING ABILITY Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
JOB KNOWLEDGE Public Safety communications knowledge is preferred, but not required
Qualifications Able to effectively deal with people and highly stressful situations, which may be for an extended period of time. Assess situations quickly and accurately. Use appropriate judgment when responding to incident reports includes emergency situations. Adhere to and follow established policies and procedures. Operate multiple computer terminals, two-way radio, as well as related dispatch and recording equipment. Prepare and maintain accurate records. Follow oral and written instructions. Communicate clearly and effectively both verbally and in writing. Deal effectively and courteously with co-workers and the general public. Perform effectively as a member. Perform the essential functions of the job without posing a direct threat to the health and safety of others.

CERTIFICATES, LICENSES, REGISTRATIONS

• ACIC/NCIC Basic and Advanced Certification
• International Academy of Emergency Medical Dispatch Certification
• CPR Certification
• APCO Public Safety Telecommunicator Certification
• APCO Instructor Public Safety Telecommunicator Certification \xe2\x80\x93 If appointed
• International Academy of Emergency Medical Dispatch QA Certification \xe2\x80\x93 If appointed
• Maintain Valid Driver\xe2\x80\x99s License

PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Performs bending and reaching necessary to obtain resource materials; subject to sitting for long periods of time. Must be able to grip objects and wear communications headset that will cover or fit within the canal of one ear. Must be able to speak clearly, enunciate properly, hear and understand spoken communications originating simultaneously from both the headset and other sources in the communication room. Lift and carry boxes of computer paper weighing up to 40 pounds as required.

WORK ENVIRONMENT Work is performed in an area with background noise from radios, telephones, fax/copy machine, and other equipment. Shift work is required, including weekends and holidays. Subject to shift being changed with minimal notice. May be required to work overtime when necessary, sometimes on short notice. Subject to possible verbal abuse from callers, and frequent exposure to traumatic situations. The noise level for this environment is moderate. Primarily indoors, with heating and cooling regulated; exposure to constant noise in a work environment with minimal natural lighting.
HEALTH BENEFITS
The City of Bentonville is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 hours per week. This year\'s benefits package can be viewed here: https://www.bentonvillear.com/DocumentCenter/View/11449/City-of-Bentonville-Benefit-Guide-2023
EQUAL OPPORTUNITY EMPLOYER
The City of Bentonville is committed to providing equal opportunity without regard to race, color, religion, sex, age, national origin, marital status, veteran status, political status, disability status, or genetic information, as required by all federal and state laws. The City\xe2\x80\x99s commitment extends to all employment related decisions, terms and conditions of employment (including job opportunities), promotions, pay and benefits.