911 Emergency Communications Operations Support Specialist

2026 Saline County

911 Emergency Comms Operations Support Specialist

Job Description

Exempt: No

Department: OEM/911 Saline Emergency Communications Center

Reports To: Communications Manager

Location: 102 S. Main, Benton AR 72015

Safety Sensitive: This position is designated as safety/security sensitive and is subject to pre-employment, reasonable suspicion and random drug and alcohol screening.

GENERAL DESCRIPTION OF POSITION

This position will assist the Communications Manager in being responsible for the operations of the Saline Emergency Communications Center. This position provides direct supervision to Team Leaders carrying out their duties and responsibilities pertaining to Public Safety Communications and is responsible for scheduling, training, and mentoring employees along with evaluating their performances.

As with the Manager position, this position must develop a thorough administrator-level knowledge of Southern Software Computer Aided Dispatch (CAD), Equature Recording Software, RapidDeploy, Financial Intelligence (FI) for budgeting and employee time purposes. Have current operational knowledge of policies, procedures, and the ability to operate any position within the department at any time.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Maintain the information in the RAVE school alert program and compile information in 2 Computer Aided Dispatch Systems.

Maintain the information in the AVTEC radio system which allows integration between radio, CAD, and phone technology.

Maintains the VESTA 911 system which provides emergency responders with the caller's phone number and location information.

Maintains the 911 mapping for both CAD systems and adds landmarks for addressing points in the entire County to help responders.

Provides statistical information to the OEM/911 Director as requested.

Add new and update software and features to both Southern and Spillman CAD software systems.

Responsible for accurate reporting.

Direct supervision of team leads as they carry out their duties and responsibilities.

Assist in managing and evaluating the Quality Assurance Program and FOIA requests.

Assists in the development of the workflow of the communications department assuring procedures are updated and in compliance with department directives.

Receive complaints related to personnel matters, call taking, and dispatching issues from the public and participating in public safety agencies and assure that the complaints are thoroughly investigated, tracked, and followed up in an appropriate manner. Assists in developing corrective action plans to ensure the corrective action is manifested in the 911 procedures.

Assist the OEM/911 Director and Communication Manager as a liaison to the Saline Emergency Communications Center and participating public safety agencies, and local elected officials for planning and implementing projects and programs, resolving problems, soliciting feedback, and assuring quality service. This may involve meetings after hours and special events during the workday when necessary. It may also involve representing the Center on various boards and committees.

Assist the Communication Manager in developing performance improvement plans, and disciplinary recommendations.

Working knowledge of Computer Aided Dispatch (CAD), the Records Management System (RMS), telephone, and all ancillary equipment pertaining to the operation of the 911 center, with the ability to perform basic troubleshooting, contact appropriate personnel to handle more involved repairs, and implement back-up systems when necessary.

The availability to work as a dispatcher in Communications during manpower shortages.

Develop dispatch protocols and policies and procedures to ensure efficient and effective operations. All must be kept up to date.

Exercise strict confidentiality of information.

Must maintain a knowledge of Federal Communications Commission Rules and Regulations regarding operation of two-way radio equipment.

Assist in the handling or complete FOIA Requests.

Ensure all Administrative Office Duties have been completed.

Assistant TAC Duties (ACIC).

Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

High school or GED, plus specialized schooling and/or on the job education in a specific skill area; e.g., data processing, clerical/administrative, 911 dispatching, etc., plus 5 years related experience and/or training, and 3 years related management experience, or equivalent combination of education and experience.

COMMUNICATION SKILLS

Ability to read, analyze, and understand general business/company related articles and professional journals; ability to speak effectively before groups of customers or employees.

OFFICE PROFESSIONALISM

Reliability, communication, ethical behavior, and respectful conduct. Ability to maintain composure under pressure, build and maintain relationships.

CRITICAL THINKING SKILLS

Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

ACIC Advanced Certification

FEMA 100, 200, 700, and 800 Courses

Basic Telecommunicator Course

Communications Center Supervisor Course

Communications Training Officer

Law Enforcement Communications Specialized Training

Fire Service Specialized Training

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS WITHIN ONE YEAR OF HIRE

ICS 300, 400

APCO Comprehensive Quality

SOFTWARE SKILLS REQUIRED

Advanced: Alphanumeric Data Entry, Contact Management, Spreadsheet, Word Processing/Typing

Intermediate: 10-Key, Presentation/PowerPoint

Basic: Accounting, Payroll Systems

RESPONSIBILITY FOR WORK OF OTHERS

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

Supervises an extra-large group (25+) of employees who are engaged in similar activities in one or more departments.

Supervises the following departments: Communications Personnel

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular use of highly complex machines and equipment; specialized or advanced software programs.

WORKING CONDITIONS

Somewhat disagreeable working conditions. Continuously exposed to one or two elements such as noise, intermittent standing, walking, pushing, carrying, or lifting. May involve some travel and/or work is at times, in the evening or during the night hours.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations.

Moderate diversity, low physical. Work activities which allow for a moderate amount of diversity in the performance of tasks which are not as varied as those positions with high-level diversity and decision-making.

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