Req#: 4415973

The E911 Recruit position is an entry-level position for qualified individuals beginning a career in E911. Recruits will attend a six-to-eight-week in-house Training Academy. Recruits will be taught by qualified Training Instructors how to answer emergency and non-emergency calls for service, provide life-saving instructions, respond to general requests for assistance or information, and maintain critical records for administration of public safety. During the hiring process, Recruits will be required to pass a typing test, Criminal background check, Driver’s history check, drug screen, physical, and psychological exam. Recruits will be required to attend a Georgia Peace Officer Standards and Training (P.O.S.T.) approved Basic Communications Officer 40-hour course within the first six months of employment.

• The following duties are regular functions that the E911 Recruit will learn and develop and are not to be considered all-inclusive. Other duties assigned by the E911 Training Instructor may be required.

  • Answer incoming emergency (911) and non-emergency calls for service, promptly and courteously.
  • Ability to assess the nature and urgency of a call for service, determine the appropriate response, and priority.
  • Ability to provide clear and calm instructions to callers, including guiding them through emergency procedures such as CPR, Emergency Medical Dispatch, or other safety measures.
  • Ability to collect critical information from callers, including correct location, nature of the call/emergency, and any further relevant details to aid accurate public safety response.
  • Communicate with other public safety agencies, utilities, or service providers to support emergency response efforts.
  • Participate in comprehensive training programs and lessons, that cover call handling, emergency dispatch procedures, radio communications, crisis management, mapping and territory, public safety education, department specific codes/signals, call-types, basic call-taking elements, liability and confidentiality, policy and procedure, CAD systems and other department specific software.
  • Ability to learn and develop proficiency in using CAD systems, computer systems, radio dispatching equipment, E911 phone equipment, and other emergency communication tools and technology.
  • Skills in dexterity; ability to view multiple screens and utilize multiple keyboards and mice to perform the E911 call taker function.
  • Engage in ongoing learning of current protocols, evolving protocols, technology, and best practices in E911 communications.
  • Ability to maintain detailed records of calls for service, dispatching information, and other relevant communications in accordance with department policies, legal requirements, and with officer, citizen, and responder safety as top priority.
  • Ability to learn, understand, and perform to National Emergency Number Association (NENA) call taking standards.
  • Ability to collaborate effectively within a cohesive team of diverse personalities and varying experiences, all aligned toward a shared goal.
  • Adheres to all department protocols, procedures, dress codes, and codes of conduct, ensuring confidentiality, security, and safety of all communications.
  • Demonstrates ethical and professional behavior, integrity, and a commitment to the E911 vision, mission, and culture.
  • Participates in evaluations, feedback sessions, and performance reviews to continuously improve skills and effectiveness.
  • Ability to multi-task and complete multiple time-life critical tasks simultaneously.
  • Learn and develop how to manage during high-stress situations, including handling multiple calls during peak times, large-scale emergencies, or incidents of life-and-death involving citizens, responders, or public safety.
  • Developing call taking skills; ability to create an environment which is conducive to gathering information from highly emotional callers. Provide compassionate and empathetic support to callers in distress.
  • Ability to handle challenging situations, including dealing with irate or distraught callers, with professionalism and composure.
  • Knowledge of NCIC/GCIC standards and regulations.
  • Skills in understanding and interpreting written language.
  • Skills in verbal communication and interpersonal relations; ability to provide information in a manner that is conducive to adult learning.
  • Developing skills in prioritizing and decision making.
  • Ability to instantly and accurately recall information to be recorded, relayed, or disseminated.
  • Ability to read and comprehend maps and utilize mapping software.
    
  • Operates a personal computer to enter, retrieve, review, or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, Tyler CAD, Emergency Medical Dispatch/Priority Dispatch software, Frontline software, Schedule Express software, Microsoft Teams, etc. or other software and operates general office or other equipment as necessary to complete essential functions.
  • General office skills such as filing, typing, copying, composing correspondence, faxing, etc.
    
  • Must be 18 years of age or older
  • High School Diploma or G.E.D.
  • Citizen of the United States or Naturalized Citizen (GA POST requirement)
  • Valid Driver’s license
  • Must pass a background investigation (drivers and criminal) with no felony convictions
  • Must pass physical screening, drug screening, and psychological screening
  • All military experience must be documented on a DD214 with honorable discharge
  • Must pass typing test 35 wpm
  • Must be able to obtain Peace Officers Standards and Training Council (POST) Basic Communication Officer certification within six months of being employed.

  Required Knowledge and Skills

  • General communications principles such as spelling, grammar, and punctuation are required to compose calls for service information, GCIC reports/entries, emails, etc. for a variety of job-related subjects.
  • Communicates clearly, concisely, and effectively, both orally and in writing.

  • The use of computer/ability to navigate multiple keyboard devices/mice and telephone lines to retrieve and/or enter information.
  • Typing skills at 35 words per minute minimum.
  • Establish, develop, and maintain courteous and effective working relationships.
  • Accept and apply constructive criticism and critiques.
  • Maintain emotional control and work effectively during emergencies, crisis situations or extremely stressful conditions.
  • Consistently speak in a clear, well-modulated voice.
  • Memorize, retain, and accurately recall information and codes.
  • Multi-task, organize, prioritize, and adapt to constantly changing situations, and effectively take appropriate action.
  • Read, understand, and interpret county and various E911 written information and documents (e.g., departmental policies, procedures, rules, regulations, statutes, etc.).
  • Understand verbal instructions in the use of specialized equipment.
  • Work independently with minimal direct supervision, exercising good judgment in the safeguarding of confidential or sensitive information.
  • Perform detailed work with a high degree of accuracy, at times during stressful situations.
  • Accurately understand various transmissions, (e.g., telephone, radio, etc.) and transcribe information (e.g., numbers, letters, names, and facts) from one source to another in a timely manner.
  • Effectively interprets a variety of maps and dispatches information to field personnel.
  • Work within deadlines to complete assignments.
  • Interact with visitors, callers, other public safety/county personnel in person or via telephone communications in a courteous and professional manner.
  • Participates and works effectively in diverse teams and/or work groups.

  Supervisory Controls

  The E911 Recruit is an entry level position that operates under direct supervision from a qualified E911 Training Instructor during the classroom academic period. The E911 Recruit will report to a designated E911 Trainer once assigned an on-shift training position, after completion of the E911 Academy. Routine tasks will be assigned daily with regular feedback on progress and accuracy. The E911 Recruit is expected to follow established procedures and protocols taught during academic training.

  Guidelines

  Guidelines include, national and state laws pertaining to E911 Communications Officers, E911 emergency services, emergency and non-emergency dispatching, open records, Georgia Crime Information Center, FCC regulations, state certifications, county codes and ordinances, county personnel policies, and verbal and written standard operating procedures. Guidelines are generally clear and specific but may require interpretation in application to specific situations.

  Complexity

  • Tasks assigned to this entry-level position are generally straightforward, following established procedures and guidelines.
  • The employee will perform routine and repetitive duties that require basic skills, memorization, and a clear understanding of instructions and best practices.
  • The role initially involves limited decision-making; progressing to more independent decision-making; most decisions are made within a training environment and are under the direction of an instructor or trainer.
  • As the Recruit gains knowledge, experience, and shows consistent ability to accurately perform and communicate they may gradually take on more complex tasks with increased responsibility. These responsibilities will still fall within a controlled and structured training environment.

  Scope and Effect

  The primary focus of the E911 Recruit position is to undergo training and development in preparation for a future role as an E911 Call-Taker and E911 Communications Officer. The Recruit’s work during the training period directly impacts their readiness to assume full duties as an E911 Call Taker. The impact of the Recruit’s work may be limited to the training environment; however, their progress and performance have long-term effects on the department’s ability to deliver critical services effectively. Performance directly affects the health, well-being, and safety of citizens and public safety partners. Errors could result in legal liability for the county, E911 department, or E911 individual and could damage the public's perception of the county and E911 Communications.

  Physical Demands

  Must be physically able to operate a variety of job-related equipment. The work typically involves prolonged sitting; occasionally standing, walking, stooping, bending, or crouching. The use of equipment requiring a high degree of dexterity, alertness, and the ability to distinguish between shades of color.

  Work Environment

  The work is often performed in highly stressful emergency situations, either over the phone or over radio communication.

  
  Henry County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities to perform the primary job functions described in this job description. Henry County encourages both prospective and current employees to discuss potential accommodations with the employer. Henry County will comply with all applicable federal regulations and Henry County's insurance requirements governing workplace anti-drug and alcohol programs. Henry County employees shall be subject to the provisions of the Drug-Free Workplace Act of 1988.

• About the company

  Henry County is located in the north central portion of the US state of Georgia.

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