Emergency Communications Operator I

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Nature of Work

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 $55,350 to $74,176.
• Starting pay up to $28.51 hourly for candidates with 3+years of relevant experience

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.
• 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) systems
• Monitors assigned channels and communicates with emergency responders using two-way radio equipment
• Maintains records and prepares reports
• Performs related work as required

Minimum Training and Experience

• High school diploma or equivalent

--AND--

• No related work experience

--OR--

• Any equivalent combination of training and experience

Other Necessary Qualifications
Knowledge of:

• Modern office procedures, methods, and computer equipment
• Personal computers and associated software

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 nature
• Interpreting maps
• Keyboard entry and record-keeping
• Effective oral and written communication

Ability to:

• Meet schedules and deadlines of the work
• Perform multiple tasks simultaneously
• Understand and carry out oral and written directions
• Accurately organize and maintain paper documents and electronic files
• Pay attention to detail, stay calm, and manage stress in emergency situations
• Maintain the confidentiality of information and professional boundaries
• Operate a multi-screen console connected to 9-1-1 telephone equipment, Computer Aided Dispatch (CAD), and communications equipment and recording devices
• Keep records and operate a data entry device at a proficient rate of speed
• Think clearly and act quickly in emergency situations.
• Wear communications headgear for extended periods of time
• Memorize industry specific vocabulary and codes
• Obtain NIMS ICS 100, 200, 700, and 800 certifications
• Perform duties from the Emergency Operations Center (EOC) or Mobile Command Post as required

Other Information:

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 (5/18/26)
Performance Exam (Computer Simulation) (5/19/26 – 5/26/26)
Interview (In-person at GRPD) (6/11/26 & 6/12/26)

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 documentation
• Legal, criminal, and financial records checks
• Reference checks, including primary, secondary, and tertiary contacts
• An in-person interview at the Grand Rapids Police Department
• Job Shadow

Pre-Employment Screening:

• Psychological testing
• Medical examination (Med-1)
• Drug screening (Med-1)
• Audio (hearing) test (Med-1)