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Police Complaint Officer (911 Call Taker)
High school diploma or GED required. Must be able to work rotating shifts including weekends and holidays. Applicants will be subject to an extensive background check. As a condition of continued employment, the ability to handle stressful emergency communications associated with the 911 Emergency System will be assessed during the training and probationary period.
Nature of Work
This is specialized police work receiving and screening telephone calls in a communications center utilizing a computerized telephone system.
Police Complaint Officers are responsible for the accurate, rapid and effective evaluation of, and response to, telephone calls for information and emergency requests for police and fire assistance. Work is performed in accordance with prescribed law enforcement procedures and departmental regulations; however, independent judgment is exercised in determining the scope of dispatch for police and fire units. Supervision is received from a shift supervisor who reviews work for conformance with proper procedures and who confers with the employee on unusual or difficult calls. Performs minor maintenance tasks associated with the position, for example, resetting computerized dispatch systems, preparing malfunction reports for telephone or equipment repairs, and related work as required.
- Receives telephone calls from the public relative to the reporting of accidents, crimes, disturbances of the peace, suspicious persons, emergency illnesses and fire related emergencies, and a variety of unusual incidents.
- Evaluates the need for police assistance by determining the exact nature of the incident, geographic location, governmental jurisdiction, and, if required, priority code to be used in dispatching units to the scene.
- Operates computerized telephone equipment, utilizing numerous software programs to sort information aiding in dispatch procedures.
- Receives and answers requests for information from other law enforcement agencies, ambulance companies, hospitals, automobile wreckers, and the general public.
- Originates orders to police and fire dispatchers which will result in the dispatch of police and/or fire personnel to the desired location.
- Telephones automobile wrecker companies to request removal service at the scene of traffic accidents.
- Performs related work as required.
Knowledge, Abilities, and Skills
- Knowledge of modern law enforcement practices, procedures, and methods.
- Knowledge of the proper legal functions of governmental agencies sufficient to answer or redirect citizen inquiries.
- Knowledge of departmental regulations pertaining to complaint and dispatch activities.
- Knowledge of the roadways and political boundaries of all of Miami-Dade County.
- Ability to comprehend and carry out oral and written instructions.
- Ability to react quickly and calmly in emergencies.
- Ability to communicate effectively with the general public by means of the telephone.
- Ability to speak clearly.
- Ability to handle multiple tasks simultaneously.
- Skilled in the operation of a computer keyboard.
- Ability to train new employees and pass along new information or procedures and techniques to co-workers.
- Two years of public contact or interviewing experience is desired.
- Computer-aided dispatch experience is preferred.
- Experience in law enforcement work including communications duties.
- The ability to remain calm during stressful situations.
- Must take, and pass, a computer-based skills and abilities test, which will evaluate the ability to follow verbal and written instructions, decision making, data entry, data entry (audio), cross referencing (audio), prioritization, and multi-tasking skills.
- Photo identification is required to take the computer-based skills and abilities test.
- Be a resident of the United States of America.
- Employees will obtain and maintain certification in requisites of FCIC (Florida Crime Information Center).
- Employees will obtain and maintain certification through the International Academies of Emergency Dispatch.
- Employees will obtain and maintain CPR certification through the American Red Cross.
- Employees will obtain and maintain a 911 PST Certification from the Florida Department of Health.
Back to Top Page Last Edited: Thu Oct 15, 2015 11:18:17 AM
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