Definition

Serves as the initial contact and principal assistant to the Communications Officers in Washington State Patrol Communications Centers handling 911 cellular phone calls.  Answers multiple line phones receiving emergency and non-emergency information regarding accidents, incidents, complaints, general information and departmental business.  Questions callers to obtain information such as location, vehicle description, witnesses, driver description, and other pertinent data to ensure a quick response and provide adequate information for officer safety issues.  Prioritizes emergency and non-emergency information and inputs data into a Computer Aided Dispatch (CAD) system for communications dispatchers or transfers information to the dispatcher or appropriate city or county communications center.

Distinguishing Characteristics

The Communications Officer Assistant positions differ from the Communications Officer positions in that they do not perform radio dispatch functions to transmit, receive, or relay information concerning public safety and law enforcement activities to or from the State Patrol units or other state, county and federal law enforcement agencies.  These positions serve as the initial contact for all emergency and non-emergency 911 cellular phone calls, administrative calls, and calls from the public requesting general information.

Typical Work

Provides assistance to the Communications Officers (dispatchers) by relieving them of the initial phone contact for emergency and non-emergency services;

Requests proper fire and aid responders for injury accidents, medical responses, and vehicle fires, using referenced mapping material; logs the information into the correct zone for prompt action;

Uses a computerized rotation schedule to send tow trucks for vehicle impounds, collisions, and disabled vehicles;

Creates and maintains a personal reference book containing lists of mile posts, landmarks, and contact numbers pertaining to a particular geographic location;

Responds to public inquiries on a variety of subjects, including, but not limited to, travelers information, equipment restrictions, court information, owning and operating a motor vehicle, and obtaining public records through the State Patrol;

Utilizes a number of complex systems (CAD, DOL, WACIC, NCIC, WASIS, ACCESS, etc.) to research information regarding collisions, incidents, case numbers, etc.  Refers questions not directly related to these areas to the appropriate agency, office, or individual;

Provides drivers checks, vehicle registrations, wanted person, stolen vehicle, and criminal history information on individuals, vehicles, firearms, and articles (electronic equipment, computer equipment, etc.) to officers through local, regional, state, and national databases using the ACCESS computer system

Interprets and distributes messages received from law enforcement agencies via ACCESS to ensure timely notifications to field personnel on office safety issues;

Retrieves and distributes time cards and accident reports from CAD for field supervisors.

Receives and transfers telephone calls within the office and takes and relays messages when appropriate;

Reviews manual, publications, and bulletin board for information; coordinates current events with personnel arriving on shift;

Performs other work as required.

Knowledge and Abilities

Knowledge of:  basic computer terminology; fundamentals of customer service relations. 

Ability to:  maintain a helpful and courteous attitude; deal tactfully and effectively with the public; remain calm under stressful conditions; use good judgment in evaluating and making decisions; obtain and provide accurate information; learn and demonstrate proficiency working with computer systems such as CAD, ACCESS, etc.

Legal Requirement(s)

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.

Desirable Qualifications

Graduation from high school or GED equivalent.

Note: Minimum typing skill level is 35 words per minute.

Class Specification History

New Class: Effective May 30, 2002
New class code: (formerly 41585) effective July 1, 2007.
Base range salary adjustment adopted 6/30/2017, effective 7/1/2017; 37 to 39.
Base range salary adjustment adopted 6/13/2019, effective 7/1/2019.