Police Communications Officer I – SR-17

Under direct supervision, receives formal and structured on-the-job training in the methods and procedures of police communications and dispatching operations including call taking and dispatching uniformed personnel utilizing a specialized work station of emergency 911 communications equipment and a Computer Aided Dispatch (CAD) system in a central police communications operation; and performs other related duties as required.
 
The Police Communications Officer I receives training to make critical response decisions while communicating emergency and non-emergency information from citizens and emergency responders and maintain contact to ensure status is reflected accurately at all times. They are required to deal with sensitive information in a discreet and professional manner. As knowledge, skills and abilities increase, employees are expected to work with more independence, under general supervision. Tasks are performed utilizing a specialized work station comprised of a 911-telephone system, CAD system, computer based radio dispatching systems, and other supportive computer based devices. Work is performed in accordance with written policies and procedures. Performance is evaluated through direct observation and examination of written and electronic records. All voice and data entry work performed by the Police Communications Officer I is continually recorded and is subject to live monitoring for review. After successful completion of training and satisfactory performance, employees may be released to independent status and move to the Police Communications Officer II classification.

The eligible list may be used for other permanent and temporary vacancies as they arise during the life of the list. Temporary appointment may lead to conversion to permanent appointment.

Special Working Conditions:  Twenty-four (24) hours, seven (7) days-a-week operations requiring rotating shift assignments, and weekend and holiday work.  Overtime work as required.

• Receives formal and on-the-job training on the basic functions and missions of the Hawai’i County Police Department and police communications operations.

• Actively participates in a Call Taker and Dispatcher Training Program under direct supervision to perform the full range of emergency communication duties in the Police Communications Center. 
• Learns and becomes proficient in operating a specialized workstation comprised of a 911-telephone system, departmental telephone system and geographical mapping system to answer, triage and process 911-voice and text calls from the public for emergency and non-emergency police assistance.
• Utilizes the Telecommunication Device for the Deaf (TDD) application of the telephone system to communicate with deaf and/or speech impaired individuals.  Facilitates language interpretation between non-English speaking callers and interpreters.
• Interacts with callers who may be injured, distressed, distraught, emotional and/or belligerent.  Maintains professional decorum when interacting with callers and attempts to calm distressed citizens during call taking to ensure effective communications. 
• Performs call taking and dispatching duties simultaneously when call volume exceeds staffing levels within the emergency dispatch center. 
• Gathers information from the caller to ensure officer and public safety; classifies, codes and prioritizes cases correctly; inputs data in the appropriate fields; adjusts to varying types of calls for police assistance; maintains control of the conversations and makes sound decisions during life-threatening situations.
• Utilizes knowledge of police jurisdictions and geography of the island of Hawai’i.
• Multi-tasks while communicating clearly, calmly, and efficiently, with the public, departmental personnel, and government agencies while simultaneously using a computer, telephone and various law enforcement databases. 
• Receives requests via telephone from officers and field personnel; processes status updates, case dispositions; and relays pertinent case information. 
• Accurately interprets and communicates critical public safety data from various departmental, county, state and national computer terminals to include but not limited to wanted persons, stolen property, criminal history, and motor vehicle registration and replies to inquiries when required. 
• Inputs and updates information in the law enforcement files for stolen, wanted or overdue vehicles, legally towed vehicles, stolen or lost license plates, escapees, missing persons, runaway juveniles and other law enforcement information.  Maintains and updates various record keeping logs. 
• Notifies supervisor of noteworthy incidents, natural or man-made disaster situations, road closures and incidents involving HPD personnel. 
• Utilizes a variety of reference materials, computer systems and files to assist officers in their work. 
• Testifies in court and presents evidence in criminal proceedings, as required. 
• In the event of system failures, implements various manual and emergency back-up procedures to ensure continuity of operations. 
• Adheres to and applies county, departmental and divisional policies, procedures and training manuals that serve as a guide to operations of the Police Communications Dispatch Center. 
• Performs other related duties as assigned.

Training and Experience:  

A combination of education and experience substantially equivalent to:

• graduation from high school, and
• two (2) years of work experience involving dispatching or public contact which shall have included providing information, answering questions and inquiries, and/or explaining policies, rules and regulations in person or by telephone.

Examination:  The examination consists of a written test that will be administered in Hilo on the Island of Hawai’i only.  Candidates may be examined for their knowledge of office practices and procedures; filing methods and systems; the purposes and uses of standard office equipment; principles and techniques in dealing with people.

 Please read the minimum qualification requirements carefully.  Be certain to list all pertinent training and experience.  It is essential that the applicant describe fully the duties and responsibilities of each position held, specify the date of each position held (from and to, month and year), and indicate the number of hours worked per week.  

Attach all required documentation (e.g. official transcript, professional license(s)/certification(s), DD-214, etc.) at the time of submitting your application. 
 
Note:  In-person interviews and/or further testing in Hawai’i County may be required at the discretion of the hiring department/agency.  If in-person interviews and/or further testing are required, applicants who are referred to the hiring department/agency must be available to participate in person and at their own expense at that phase of the selection process.

Knowledge of:  principles and techniques in dealing with people, office practices and procedures, filing methods and systems, proper usage of English language, including diction, grammar, spelling, and punctuation, effective verbal and written communication techniques and customer service principles and techniques, the purposes and uses of standard office equipment, personal computers and Windows based applications, and geography of the island of Hawai’i, including but not limited to, towns, parks, beaches, streets, and businesses.

Ability to:  type/keyboard at a rate of 35 words per minute (wpm), perform multiple tasks while simultaneously using a computer, learn departmental rules and regulations, policies and procedures of the Hawai’i Police Department and Police Communications Dispatch Center, and pertinent laws and ordinances of the State and County of Hawai’i, learn to operate police radio, telephone and civil defense equipment, communicate effectively with police personnel and the general public, make sound decisions quickly under traumatic or crisis situations, relate effectively to co-workers, listen effectively, exercise patience and tact in dealing with the public, control the direction and length of calls, write clear and concise reports, and operate standard office equipment.

Physical Requirements:  Persons seeking appointment to positions in this class must meet the health and physical condition standards deemed necessary and proper to perform the essential functions of the position with or without reasonable accommodations.
 
Physical Effort Grouping:  Light

The Department of Human Resources will refer names of applicants, who pass the Police Communications Officer I written examination.

The Hawai’i Police Department, in turn, will administer the following as part of their selection process in filling Police Communications Officer I positions:

1. Completion of a Realistic Job Preview Questionnaire. The Realistic Job Preview Questionnaire will provide a realistic view of what police communications officers face during employment. Applicants are required to be in attendance for this first phase of this recruitment process.
2. Intensive background investigation. For applicants who meet the employment requirements, the Hawai’i Police Department will verify information obtained from the employment application through an intensive background investigation.
3. Formal panel interview with staff of the Hawai’i Police Department.
4. Conditional offer of employment. Applicants whose completed background investigation conforms to employment standards may be given a conditional offer of employment after a formal panel interview is conducted.
5. Selection. Applicants who pass all four (4) phases and are selected to continue to the final stage of the selection process must pass a pre-entry medical examination with the County Physician before being hired. A credit check will also be conducted and considered before being hired. The Hawai’i Police Department will determine the date of hire for applicants selected.

Phases 1 to 4 will take approximately three (3) months in duration.

Police Communications Officers will attend classroom training, call taker training, and radio training at the Hawai’i Police Department, in Hilo, Hawai’i.

Police Communications Officers will attend eight (8) weeks of classroom training. During the classroom training period, the following academic standards will apply:

1. Pass weekly examinations in the classroom on all subjects presented.
2. Note-taking is required during all phases of instruction, including call taker training and radio training. 
3. Observation and shadowing by a veteran dispatcher will be part of the classroom training environment. Hawai’i Police Department training staff will assign accordingly.
4. Other requirements, as specified by the Hawai’i Police Department.

After successful completion of the classroom training period, Police Communications Officers will attend the following two (2) phases of training:

1. Call Taker Training. Police Communications Officers will attend sixteen (16) weeks of call taker training. Police Communications Officers for the first eight (8) weeks will work under the direct supervision of a Trainer and learn the essential foundation of receiving, extracting, and disseminating information. Police Communications Officers  will learn the required equipment and how to navigate and utilize various software programs needed for the job. Upon successfully completing the first eight (8) weeks of call taker training, Police Communications Officers  will begin the next eight (8) weeks working independently as a call taker under the general supervision of a Supervisor.
2. Radio Training. Upon successfully completing sixteen (16) weeks of Call Taker Training, Police Communications Officers will attend eight (8) weeks of radio training. Police Communications Officers will work under the direct supervision of a Trainer and learn the basic concepts of dispatching. Police Communications Officers will learn the essential foundation of standard and manual dispatching, area coverage, and unit assignments. Police Communications Officers will learn the various equipment and software programs required for the job. Upon successful completion of all training; the employee will be assigned to work independently.

For further information regarding Police Communications Officer I training program, please call the Hawai’i Police Department’s Technical Services Division – telephone number is (808) 961-8808.  Please scan and attach these supporting documents to your on-line application, if required:

• an official college transcript,
• a valid driver’s license,
• a temporary assignment verification, 
• professional licenses, and/or
• certificates,

Veterans applying for veteran’s preference points shall also scan and attach their DD-214 form and as needed, their VA claim letter to the on-line application. 
 
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