Incident Management Specialist

Definition and Examples of Work

• Respond to both emergent and non-emergent requests for assistance.
• Communicate with surrounding 911 agencies to send and receive timely assistance from outside law enforcement, fire, and EMS, when necessary.
• Communicate with, disseminate information to, and assign KHP Troop G troopers to emergent and non-emergent incidents, both within and near their jurisdictions.
• Operate computer systems to access information and also enter information for KTA/KHP information systems.
• Operate a multi-line telephone system to receive, transfer, and conference calls, and to connect with a language line to effectively assist non-English speaking callers.
• Operate remote computer aided dispatch (CAD system to create number calls for recording all incidents reported, dispatch and assign KHP and maintenance units to CAD calls, document pertinent radio traffic, assign state and/or KTA case numbers, record all NCIC information, and log KHP Troop G troopers and maintenance units on and off duty.
• Create, update, schedule and activate messages on DMS signs related to incidents such as vehicle crashes, road blockages, fuel outages, and weather warnings.
• Operate and navigate the Textcaster website to create and send preliminary, updated, and disposition messages to KTA customers and KTA specialty groups, depending on each unique incident.
• Operate radio transmitters on KHP patrol and KTA maintenance channels to navigate the radio system used for instant playback, monitor outside agencies' radio traffic, and patch with outside agencies to communicate on the same frequency.
• Receive and record weather reports, advise tollbooths and other KTA personnel.
• Update KCARS and NOAA systems.
• Operate NICE recording system to record all incoming/outgoing telephone calls and radio transmissions.
• Monitor the alarm system used for tracking all employee badge swipes, tollbooths, headquarter buildings, and maintenance yards. Assign KHP staff to investigate when necessary.
• Assist in diagnostic tests on alarm system.
• Estimate vehicle speeds from distance and times given by KHP.
• Decipher, disseminate, initiate, and respond to messages and inquires from NCIC, NLETS, DMV, OpenFox, and other entities.
• Log and decipher toll maintenance breakdown, relay to technicians.
• Monitor live and recorded toll plaza camera footage.
• Monitor and communicate with KHP Troop G and other agencies regarding license plate information.
• Create and provide daily trooper time logs.
• Check on tollbooth employees overnight to ensure safety.
• Create and update detailed accident reports for both KHP and KTA reference.
• Create and maintain tow logs.
• Accurately and efficiently prioritize phone calls and radio traffic to keep both customers and troopers safe at all times.
• Additional duties may be assigned as business needs require.

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. Negotiation and persuasion is used with both internal and external customers as well as vendors. Decision making is typically done independently within established company guidelines in regard to decisions affecting the individual's work tasks. Successful completion of job tasks impacts customer satisfaction, safety of KTA and KHP personnel, and external company image and liability.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Limited access office environment in which multiple employees work in an open workspace setting.
• Must be able to focus on multiple tasks with background noise and others talking in close proximity.
• Office temperatures are standard, and individuals may need to adjust for cold or heat per personal preference.
• Must work without access to personal communications equipment such as cell phone, camera, tablet or other.

QUALIFICATION

Required Knowledge, Skills and Abilities

• General knowledge of Kansas Turnpike rules, regulations, and policies.
• Knowledge of police radio communications regulations and rules.
• Ability to understand and operate complicated radio communications and electrical communications equipment.
• Be able to work and maintain composure in a fast-paced and high stressed environment.
• Be able to speak clearly, listen accurately, and write legibly.
• Be able to accurately touch type at a minimum rate of 40 words per minute.
• Must develop competency in operating numerous databases including OpenFox, KCJIS, and CAD.
• Voice and hearing acceptable for radio monitoring/transmitting.
• Working knowledge of computer operations and databases.
• Ability to operate computer equipment and related peripherals such as printers, scanners, copiers, etc.
• Familiarity with Microsoft Office programs, including Word, Excel, and Outlook.

Preferred Knowledge, Skills and Abilities

• Bilingual (Spanish)

Required Education and Experience

• High school degree or equivalent and 18 years of age or above.

Certification, License, Registration

• Be able to obtain required certifications including NCIC and CPR.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit (or stand) for long periods of time (continuous)
• Occasional bending, twisting or turning within work area.
• Must be able to see up close to be able to visualize computer screen (continuous)
• Must be able to hear the customer, including assessing their tone/demeanor (continuous)

Other Requirements

• Requires ability to adapt to shift work within a 24/7 operation.
• Must pass criminal background.
• Overtime work as needed.
• Varied work schedule.
• Work on holidays.