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Eligibility, Testing & Selection- Dispatch/Telecommunicator
The recruitment and selection processes are vitally important elements in the Bentonville Police Department’s effort to attract and appoint only the most qualified personnel. It is the policy of the Bentonville Police Department to ensure that in its recruitment and selection process, equal employment opportunity is guaranteed to all persons without regard to race, creed, color, sex, national origin, age, religion, mental or physical handicap, sexual orientation, or any other factors not related to merit and fitness for the position.
The Bentonville Police Department operates under the Equal Employment Opportunity Policy adopted by the City of Bentonville. This policy is maintained by the City of Bentonville’s Human Resources Department and is available for all employees to review upon request.
The recruiting and selection process shall be a joint effort of the Bentonville Police Department and the City of Bentonville’s Human Resources Department.
Telecommunicator positions will remain open under the city of Bentonville employment opportunities page until all positions are filled .
If you are ready to start the application process, click on the headset below!
SAFETY-SECURITY SENSITIVE:
In the interest of protecting the health and safety of all co-workers, citizens, first responders and all those we serve, the City of Bentonville has classified some positions, including those within the Telecommunications Division as “safety sensitive.” A “safety sensitive” position is any job position in which impaired performance could result in harm to the health and/or safety of self or others. Any applicant/employee that is actively engaged in the use of medical marijuana, even if in possession of a valid medical marijuana card, will be excluded from employment in a “safety sensitive” position.
The minimum requirements for an appointment to the position of Telecommunicator for the City of Bentonville are as follows:
- Be at least 18 years old.
- High School Graduate or Equivalent.
- Have No Felony Convictions.
- Be fingerprinted and a search initiated of state and national fingerprint files to disclose any criminal record.
- Possess Valid Arkansas Driver’s License.
- Be of good character as determined by a thorough background investigation.
- Be examined by a licensed physician and meet the physical requirements.
- Able to pass pre-employment drug testing.
The selection process will include several testing phases (see below). These phases will take place in the following order:
Candidates must submit a complete and thorough written application to the City of Bentonville Human Resources Department.
Candidates may be required to take a written examination of a type and form approved by the Department, along with a typing test.
Candidates will submit to an oral examination. This examination will be administered by a board comprised of Bentonville Police Dispatch Supervisors. While not required, a representative from the City of Bentonville Human Resources may be present.
Candidates will be subjected to a thorough and complete background investigation. The purpose of the background investigation is to find character traits that might prevent the applicant from becoming a successful telecommunicator.
Background investigations shall be conducted by members of the Department, as assigned by the Chief of Police or his designee.
Candidates will be required to complete a release of information form along with Personal History Statement prior to the background investigation being initiated.
Background investigations will include, at a minimum, verification of qualifying credentials, a thorough review of any criminal history record found, and verification of at least three personal references.
Background investigations shall include a review of employment, education and credit history of the candidate.
Background investigations shall include fingerprinting of all potential candidates, and that a search be initiated of state and national fingerprint files to disclose any criminal record for the candidate.
Background investigations will include the candidate submitting to a “Voice Stress Analysis” (VSA) examination. This test will be administered by a qualified examiner from the Department. (The results of the VSA examination will not be permitted as the single determinant of employment status. However, any admissions made to the VSA examiner prior to, during, and after the test, combined with other information, may be considered to support decisions relevant to employment status)
The background investigation will include a review of relevant national or state decertification resources if available.
Based on the above phases, the most qualified person(s) will be selected to meet with the Chief of Police or his designee for purposes of a follow-up interview. After this interview, the Chief of Police or his designee may select a candidate and make a conditional offer of employment; the selected candidate(s) must submit to two additional examinations. These examinations are as follows:
- A medical examination is conducted by a licensed physician, at the City’s expense. The purpose of the medical examination is to certify that the candidate is in good health and is physically capable of performing the essential job functions of a telecommunicator. A drug test is also administered during the physical examination. Failing this examination disqualifies the candidate from further consideration for appointment as a telecommunicator.
- A psychological examination is administered by a licensed health professional, at the City’s expense. The purpose of the psychological examination is to determine the applicant’s emotional stability. Failing this examination disqualifies the candidate from further consideration for appointment as a telecommunicator.
APPOINTMENT TO POSITION
Candidates who successfully pass the two additional examinations (physical and psychological) are appointed to the position of telecommunicator for the Department. The Telecommunicator will participate in the Department’s Communications Training Program.
JOB DESCRIPTION
Job Title: Telecommunicator I, II and III
Department: Police Department
Reports To: Telecommunications Supervisor
FLSA Status: Non-Exempt
Safety/Security Status Safety Sensitive
Pay Status: Hourly
Prepared By: Telecommunications Manager & Captain of Support Services
Prepared Date: June 9, 2021
Approved By: Chief of Police
Approved Date: February 18, 2022
SAFETY-SECURITY SENSITIVE
In the interest of protecting the health and safety of all co-workers, citizens, first responders and all those we serve, the City of Bentonville has classified some positions, including Telecommunicator I, II, and III, as “safety sensitive.” A “safety sensitive” position is any job position in which impaired performance could result in harm to the health and/or safety of self or others. Any applicant/employee that is actively engaged in the use of medical marijuana, even if in possession of a valid medical marijuana card, will be excluded from employment in a “safety sensitive” position.
SUMMARY Telecommunicators operate the City of Bentonville emergency police, fire, EMS, and the 911 communication equipment. Receive emergency and non-emergency phone calls. Dispatch personnel and equipment and provide pre-arrival instructions to citizens. Work assignments and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned.
ESSENTIAL FUNCTIONS include the following duties but ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities.
Operates telephone console to receive incoming calls for assistance. Answer’s emergency and non-emergency calls from citizens. Obtains vital information, refers calls to appropriate agencies, and contacts agencies for citizens.
Question’s caller to determine nature of problem, location and seriousness of emergency response needed, and type and number of personnel and equipment needed.
Transmits orders and receives messages from law enforcement units, fire department units, emergency response units, local and state agencies, wrecker services, utility workers, and others. Determines correct course of action, priority, and number of units to dispatch.
Scans computer aided dispatch program to determine units available and locations of first responders. Maintain a constant knowledge of all Dispatch Policies and Procedures.
Operates NCIC/ACIC computer system. Receives and disseminates information concerning stolen vehicles, articles, and wanted/missing persons. Enters felony and misdemeanor warrants into NCIC.
Operates two-way radio to dispatch police, fire, medical, and other personnel, and equipment and to relay instructions or information to remove units. Maintains current knowledge of all main thoroughfares, access routes, and roads closed for construction and repairs.
Enter commands on computer keyboard to update files and maintain logs.
Relay’s instructions or questions from remote units.
Documents radio traffic in CAD.
Documents complaints from citizens in CAD.
Coordinates all police, fire, ambulance, and other emergency requests, relaying instructions to closest and most suitable units available.
Provides pre-arrival instructions using EMD protocol before paramedics arrive.
Transmits and receives messages between divisions of own agency and other law enforcement agencies.
Contacts police officers to verify assignment locations, monitors dispatched units and, when necessary, serves as liaison with caller.
Receives incoming alarms for Police, Fire and EMS. Update CAD files with recent representative, address, and phone number information.
Question’s caller observes alarm register that codes location of fire, and scans map of city to determine whether fire is located within area served by city fire department.
Determines type and number of units to respond to emergency.
Operates with minimal equipment when evacuated to Detention during natural disasters.
Notifies fire station/s and activates radio pre-alert toning system that automatically contacts one/multiple fire stations and indicates location of fire/EMS call for service.
Relays messages from scene of fire, such as requests for additional help and medical assistance.
Records date, time, type of call and destination of messages received or transmitted.
Interfaces with the ACIC system in order to input data and obtain information on driver’s licenses, vehicle registrations, stolen property, NCIC hits and warrants, etc., as required.
Reads and interprets a variety of resource material, procedural manuals, computer programs, etc.
Performs minor office functions such as filing, copying, and sorting.
Tests various communications systems and reports malfunctions to maintenance units.
Required to protect the privacy of all Bentonville Emergency Communications Center information in accordance with the agency’s privacy policies, procedures, and practices as required by federal and state law.
Proficient oral/written communication and computer skills.
Required to protect the privacy of all Bentonville Emergency Communications Center information in accordance with the agency’s privacy policies, procedures, and practices as required by federal and state law.
KNOWLEDGE Public Safety communications knowledge is preferred, but not required
ABILITIES Effectively deal with people and highly stressful situations, which may be for an extended period of time. Assess situations quickly and accurately. Use appropriate judgment when responding to incident reports includes emergency situations. Adhere to and follow established policies and procedures. Operate multiple computer terminals, two-way radio, as well as related dispatch and recording equipment. Prepare and maintain accurate records. Follow oral and written instructions. Communicate clearly and effectively both verbally and in writing. Deal effectively and courteously with co-workers and the public. Perform effectively as a member. Perform the essential functions of the job without posing a direct threat to the health and safety of others.
EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED)
LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measurement, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
REASONING ABILITY Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
- ACIC/NCIC Basic and Advanced Certification
- International Academy of Emergency Medical Dispatch Certification
- CPR Certification
- APCO Public Safety Telecommunicator Certification
- APCO Instructor Public Safety Telecommunicator Certification – If appointed
- International Academy of Emergency Medical Dispatch QA Certification – If appointed
- Maintain Valid Driver’s License
PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Performs bending and reaching necessary to obtain resource materials; subject to sitting for long periods of time. Must be able to grip objects and wear communications headset that will cover or fit within the canal of one ear. Must be able to speak clearly, enunciate properly, hear and understand spoken communications originating simultaneously from both the headset and other sources in the communication room. Lift and carry boxes of computer paper weighing up to 40 pounds as required.
WORK ENVIRONMENT Work is performed in an area with background noise from radios, telephones, fax/copy machine, and other equipment. Shift work is required, including weekends and holidays. Subject to shift being changed with minimal notice. May be required to work overtime, when necessary, sometimes on short notice. Subject to possible verbal abuse from callers, and frequent exposure to traumatic situations. The noise level for this environment is moderate. Primarily indoors, with heating and cooling regulated, exposure to constant noise in a work environment with minimal natural lighting.
MISCELLANEOUS REQUIREMENTS Must be able to work any assigned hours/shifts with varying days off. Subject to emergency call-in. Must successfully complete an extensive background investigation; must not possess any felony convictions; and must pass pre-employment drug testing and physical.
SUPERVISORY RESPONSIBILITIES None.
Telecommunicator I Entry level Telecommunicator Apprentice working under direct supervision that includes the training phase. The Telecommunicator I will perform other duties as assigned.
Telecommunicator II Intermediate level Telecommunicator working under general supervision as a stand-alone Telecommunicator within the Bentonville Emergency Communications Center. The Telecommunicator II will perform other duties as assigned.
- Completion of the Bentonville Emergency Communications Center Training program and working as a stand-alone Telecommunicator
- Has no disciplinary actions
- Telecommunicators may be hired at this level if they meet the requirements upon starting their employment at the City of Bentonville
Telecommunicator III Proficient level Telecommunicator working under the general discretion of a Lead Telecommunicator requiring little supervision and assistance. The Telecommunicator III CTO will actively train new Telecommunicators, participate in training meetings, complete Daily Observation Reports, be a positive role model for all employees and give productive feedback to help continually improve the training program. The Telecommunicator III will perform other duties as assigned.
- Maintain EMD Compliance as set forth in the Bentonville Emergency Communications Center EMD/Pro-QA Standard
- Has not been placed on restricted sick leave in the previous year
- Has no disciplinary actions in the previous year except those considered minor at the Chief of Police’s discretion
- Obtain APCO CTO Certification with the recommendation of the Telecommunications Supervisor
- Maintain APCO CTO Certification
- Telecommunicators may be hired at this level if they meet the requirements upon starting their employment at the City of Bentonville
EQUAL OPPORTUNITY EMPLOYER The City of Bentonville is committed to providing equal opportunity without regard to race, color, religion, sex, age, national origin, marital status, veteran status, political status, disability status, or genetic information, as required by all federal and state laws. The City’s commitment extends to all employment related decisions, terms and conditions of employment (including job opportunities), promotions, pay and benefits.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as needed.
Telecommunicator I Entry level Telecommunicator Apprentice working under direct supervision that includes the training phase. The Telecommunicator I will perform other duties as assigned.
Telecommunicator II Intermediate level Telecommunicator working under general supervision as a stand-alone Telecommunicator within the Bentonville Emergency Communications Center. The Telecommunicator II will perform other duties as assigned.
- Completion of the Bentonville Emergency Communications Center Training program and working as a stand-alone Telecommunicator
- Has no disciplinary actions
- Telecommunicators may be hired at this level if they meet the requirements upon starting their employment at the City of Bentonville
Telecommunicator III Proficient level Telecommunicator working under the general discretion of a Lead Telecommunicator requiring little supervision and assistance. The Telecommunicator III CTO will actively train new Telecommunicators, participate in training meetings, complete Daily Observation Reports, be a positive role model for all employees and give productive feedback to help continually improve the training program. The Telecommunicator III will perform other duties as assigned.
- Maintain EMD Compliance as set forth in the Bentonville Emergency Communications Center EMD/Pro-QA Standard
- Has not been placed on restricted sick leave in the previous year
- Has no disciplinary actions in the previous year except those considered minor at the Chief of Police’s discretion
- Obtain APCO CTO Certification with the recommendation of the Telecommunications Supervisor
- Maintain APCO CTO Certification
- Telecommunicators may be hired at this level if they meet the requirements upon starting their employment at the City of Bentonville