Communications Officer

North Andover, MA
North Andover Police Department

Salary: $23.88 to $29.35 per hour.

Position Summary:

Communications Officers are responsible for coordinating a prompt and efficient response to requests for emergency services (police and fire) by the efficient and diligent manner in which they dispatch messages to field units. The Communications Officer has primary responsibility for the initial deployment of emergency personnel and equipment subject to the provisions of the applicable written directives. By following established procedures and employing common sense, they provide aid and support to emergency personnel by ensuring that messages are relayed in a clear, concise, and timely manner.

Essential Functions:

  • Be thoroughly familiar with the department’s procedures relating to the use of the telephone, radio, and other communications equipment.
  • Answer all incoming calls promptly and appropriately and assist all callers in a calm, courteous, and professional manner. When multiple telephone calls are received, service them using a priority based on the nature and severity of the requested service.
  • Receive and process all Emergency 9-1-1 telephone calls; dispatch appropriate response units; and transfer to other appropriate agencies those calls that fall more appropriately within their jurisdiction or the services they provide.
  • Obtain all necessary information from telephone callers, identify the calls, and obtain call back telephone numbers whenever possible. If necessary and possible, keep callers on the line when their continued assistant would be beneficial to personnel responding to an incident or call for service.
  • Be familiar with emergency procedures that relate to matters requiring urgent police and fire attention so as to be capable of activating them immediately.
  • Dispatch all police personnel to calls for service, as needed. Conduct all radio transmissions according to the rules of the Federal Communications Commission and the established procedures of the Police Department. Dispatch all necessary personnel and equipment according to the nature and severity of the calls for service.
  • Acquire a thorough knowledge of the location and layout of streets, building, parks, housing areas and any other significant areas of the community so as to maximize the accuracy and speed of dispatch.
  • Maintain constant and diligent monitoring of the communications and CAD system and immediately respond to all requests for assistance or serve form field units.
  • Completely and properly record all calls for service from field units.
  • Maintain and update the CAD system status screen, indicating the availability of police units.
  • Become and remain familiar with the procedures for computer operation, data entry, data retrieval, and data modification capabilities for the in-house and LEAPS computer systems.
  • Respond to Police requests for information concerning warrants, missing persons, stolen moto vehicles, motor vehicle listing, stolen property, domestic 209A restraining orders, and other information.
  • Disseminate police information concerning wanted persons, stolen vehicles, missing persons, and other police information as may be received by the LEAPS computer system, telephone radio or other means.
  • Keep personnel who have been dispatched on calls fully informed of all facts affecting their safety and efficiency of their repose to the call.
  • Inform the Officer-in-Charge of any unusual or serious occurrences that may develop concerning police personnel, incident, or calls for service. Inform the Office-in-Charge of any deployment of police officers beyond their regularly assigned route or area.
  • Be responsible for monitoring the CJIS compute system for incoming messages and monitoring the closed-circuit television system in order to ensure station security.
  • Enter records, including but not limited to all stolen vehicles, missing persons, warrants, Board of Probation checks, administrative messages and articles (weapons, stolen property, etc.,) when requested or in accordance with department policy.
  • Maintain equipment, especially the emergency call lines in working order and immediately report any malfunction or defect to the appropriate authority.
  • Record all significant communications as required by departmental procedures.
  • Maintain the departmental daily log ensuring and accurate recording of all calls received or other significant events.
  • Maintain a log of all vehicles to be towed by the department according to established procedures. Enter the information into the CAD and LEAPS computer systems when appropriate.
  • Render assistance to members of the general public who make inquiries at the Police Station. When necessary, take telephone reports which may include recovered stolen motor vehicle reports, general information reports, and other minor incidents when so directed by a supervisor.
  • Make telephone notifications to citizens and business owners regarding such matters as open doors to their business and homes, vandalism to their premises or vehicles, and/or to ask other questions regarding police related incidents and/or suspicious conditions.
  • Transfer all calls for personnel by proper use of the telephone system. Always attempt to take and relay messages for individuals who are not available to answer their telephone.
  • Properly reroute calls for service when the offense or incident occurred in another jurisdiction.
  • Perform other duties as may be assigned or required.

Requirements:

  • High school diploma or an equivalency certificate issued by the Massachusetts Department of Education.
  • Experience dealing with and speaking to the public is required. Computer skills are essential.
  • The successful completion of a background investigation is required.
  • Candidates must have or be able to obtain the following certifications: LEAPS/CJIS Terminal Operator, E-911, and APCO Basic Telecommunications.