Emergency Communications Specialist

Emergency Communications Specialist

The role of Emergency Communications Specialist (ECS) is to work with police and fire department responders as well as all other emergency service personnel in a collaborative effort to protect the lives, safety and property of the public. This position requires simultaneously listening to and comprehending both telephone and radio traffic delivered via a multi-channel public safety radio system. Other duties include comprehending and applying city ordinances, city and departmental policies and procedures, operating computer terminals for specialized access with various automated data banks; simultaneously inputting, retrieving, and maintaining information, reading from both computer screens and printouts; reading and interpreting maps, charts and other graphic material in print and computer format. Emergency Communications Specialists expeditiously receive, interpret, analyze and prioritize emergent and non-emergent phone calls and information; applying profession specific best practices, independent judgment and problem-solving techniques. Emergency Communications Specialists determine the proper response to calls from the public while demonstrating the ability to monitor, report, and respond to police and fire department responder safety concerns.

Examples of Duties

The intent of this information is to provide the key tasks, general nature and level of work performed by individuals assigned to this position. This is not an all-inclusive list of responsibilities, duties and skills required. This job description is subject to change as the needs and requirements of the department change. When this occurs, the person in this position will be required to fulfill the essential duties and responsibilities of the position as it has evolved. For personnel in this position, a signature of acknowledgement will be required on the updated description and a copy kept on file with the Human Resources Department.

1. Receive calls requesting police, fire or medical assistance, including both emergency and non-emergency situations.
2. Quickly determine the nature and location of requests, utilizing a computerized dispatching system for documenting all information and dispatching police and fire department personnel.
3. Operate multiple computer systems and applications, including multi-line telephones and radios while maintaining awareness of location and status of multiple police and fire department units. Concurrently input, retrieve, and maintain information while reading from multiple computer screens and printouts.
4. Coordinate responses to emergency and non-emergency calls with the police and fire department as well as other city departments.
5. Make routine and repetitive computer inquiries; enter, update and retrieve information including wanted persons, driver's license, vehicle registration, stolen property etc. Evaluate and interpret the obtained information to identify potential dangers and risk to police and fire department personnel. Ensure the accuracy of local databases and records information.
6. Monitor and communicate on multiple public safety radio channels, transmit and receive information while maintaining accurate logs and records of all activity.
7. Simultaneously process calls for service, listen to and comprehend telephone and radio communications while maintaining situational awareness of the activity in the Public Safety Dispatch center.
8. Answer multiple emergency and non-emergency phone lines, prioritizing the calls, placing those of less urgency on hold to return to after the more critical calls are processed.
9. Handle after-hour call outs for multiple city departments including animal control services, water department, public works and street signs/signals.
10. Controlling outer jail doors with the jail security system.
11. Provide instruction and general guidance to the community during non-emergency situations; provide pre-arrival, lifesaving and emergency instructions during emergencies.
12. Read a variety of sensitive reports and documents, keeping sensitive information confidential.
13. Understand and accept that as an Emergency Communications Specialist, you will encounter situations that can be disturbing or profane.
14. Elicit, organize and relay pertinent information from calls to police and fire department personnel by composing understandable, concise text in the computer software.
15. Read and comprehend call for service narratives and organize the pertinent information into verbal transmissions for police and fire department personnel via two-way radio.
16. Demonstrate the ability to develop and maintain a positive rapport by interacting professionally and respectfully with fellow team members, the public and others.
17. Efficiently prioritize emergency and non-emergency requests for assistance from the community, departmental members and fellow First Responders, while complying with established procedures and guidelines. Conduct all interactions in an appropriate and courteous manner.
18. Maintain records and data for items such as warrants, missing persons, stolen property and emergency protection orders by confirming information is correct, entering and modifying information in the database and clearing information as applicable.
19. Respond to requests for information from citizens and visitors, refer questions to the appropriate department or agency and interact with citizens on a regular basis.
20. Assist visitors at the walk-in PD Vestibule phone.
21. Regular and timely attendance is required for this position. On occasion, employees will be expected to stay later than their scheduled shift while waiting for their relief. Overtime opportunities are available and in extreme cases mandatory.
22. Work is performed in the Public Safety Dispatch Center while seated in front of multiple computers for the duration of eight to twelve hour shifts where noise and interruptions frequently occur.
23. May be required to perform reasonably related duties to this position as assigned.

Typical Qualifications

1. Effectively respond to emergency and non-emergency communications in a calm manner.
2. Must possess the ability to make life saving decisions quickly.
3. Must be able to accept and apply corrective and constructive feedback to improve daily performance.
4. Communicate clearly and effectively, in English, both verbally and in writing, while performing a variety of tasks.
5. Develop and functionally enact active listening skills and the ability to speak and be understood over the radio, on the phone and in person.
6. Simultaneously comprehend telephone and radio traffic.
7. Maintain composure during stressful incidents and during times of heavy call load or radio traffic.
8. Must be able to work with frequent interruptions and changes in priorities, as well as the ability to be flexible when the situation demands it. This includes the ability to learn and utilize new techniques, technology, and policy changes with a positive and adaptable attitude.
9. Work independently without direct supervision on any shift, which includes nights, weekends, and holidays; understanding of possible on-call status during emergencies.
10. Attend required meetings, training and events that might require travel overnight. Attend and testify in court when summoned. Must be able to operate a city vehicle safely, if required.
11. Rapidly be able to operate mapping technology, other resources and skillful questioning techniques to determine the location and nature of emergency requests while using computer software to document all information and dispatching police and fire department services.
12. Sit for twelve hours in a confined area under stressful conditions while entering data into a computer on a continuous basis.
13. Work with others effectively as a team to accomplish tasks, demonstrating active listening and communication skills, without discriminating against race, religion, color, gender, national origin, age, disability, sexual orientation or veteran status.
14. Must have vision correctable to 20/20 and hearing correctable to normal range.
15. The Public Safety Dispatch department operates 24 hours a day, 7 days a week, 365 days a year including days, afternoons, overnights, weekends and during holidays. We are first responders and, therefore, are essential personnel and required to work non-traditional times of day, holidays, during natural disasters, and inclement weather days when other city departments are closed. The shift schedules are determined based on the needs of the department and seniority. Must be available to work different shifts and adjust work hours with sometimes-short notice due to callouts, emergency schedule changes, etc.
16. Must be able to work with few to no official breaks during emergencies or heavy call volume.

Education and Experience

Required:

• Must be 18 years of age.
• High School Diploma or G.E.D.
• Must currently have or be able to obtain a valid Texas driver's license within 30 days of employment.
• No Class B misdemeanor convictions within the past ten years.
• No Felony or Class A misdemeanor convictions.
• Not currently on deferred adjudication for any Felony, Class A or Class B misdemeanors.
• Ability to type 40 wpm, with a working knowledge of basic computer operations using Windows and Microsoft Office.
• Must successfully complete state mandated training within the first year of employment. Courses include, but are not limited to the following: two 4-hour CPR classes, an eighty hour basic Telecommunications Licensing course, TCIC/NCIC Full Access training, Emergency Medical Dispatch and Fire Communications.

Preferred: