Emergency Communications Specialist

POSITION SUMMARY

The Emergency Communications Specialist is a professional that performs skilled work operating in a primary PSAP that receives and relays calls for emergency and non-emergency public safety assistance via both radio and phone calls. Dispatch law enforcement, emergency medical/fire, and code enforcement for an Englewood Police Department. Duties may include call taking and referral; providing information and assistance to non-emergency callers including referral to outside agencies; entering call records, maintaining call logs, and compiling call-related statistics; operating computer-aided dispatch systems for public safety law enforcement and medical/fire incidents. This is a safety-sensitive position that handles confidential information.

REPORTING RELATIONSHIPS

Receives direction from: Emergency Communications Supervisors. Exercises direct supervision to: Not Applicable.

ESSENTIAL FUNCTIONS

Receive and prioritize emergency and non-emergency calls and digital requests for help from the public requesting police, fire, ambulance and other emergency services; gather, analyze, and report critical information during life-or-death situations such as crimes in progress, medical emergencies, and fire/rescue incidents, and dispatch units according to policy. Operate a variety of public safety communications equipment including a multi-channel radio, 911 emergency telephone equipment, text-to-911 equipment, advanced location systems, computer-aided dispatch systems, instant recall recorders and reverse 911 program. Read/interpret maps for the public, field personnel, and other agencies in order to assist in locating certain geographical areas; interpret telephone call locations from maps by applying knowledge of local geography in order to provide appropriate and timely assistance. Provide assistance, information and directions to non-emergency callers; refer and/or transfer calls to outside agencies as appropriate. Coordinate and relay information and assistance requests involving other law enforcement and fire-fighting agencies; coordinate and assign resources as necessary in emergency and non-emergency situations; maintain contact with all units monitoring status and location of police, fire and emergency medical service units and code enforcement units. Effectively communicate, orally and in writing, with members of the public as well as internal team members. Teamwork is a vital component of success in this job. Take protective actions for first responders by providing life-safety information during responses such as officer down and MAYDAY calls. Retrieve information from State and National computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles and other related information; relay information to officers in the field. Enter automated records of activity into the computer; maintain a variety of logs relating to public safety dispatch activities; compile statistics on calls received. Review policy and procedures with trainees; work directly with trainee on shift to ensure proper techniques, call routing, and appropriate level of response; may provide input to supervisors on trainee progress as requested. Perform other duties of a similar nature or level.

WORKING ENVIRONMENT

Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. The employee deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction. The Emergency Communications Specialist may be asked to work scheduled shifts at any time of the day and on weekends and holidays. Must be able to cope in a safe manner with stressful situations, emotional callers, irate responders and unprofessional contacts. While performing the duties of this job, the employee is required to sit or stand for prolonged periods. The employee is regularly required to see, hear, talk, stand, twist and use repetitive motions in the conduct of work. The employee is also required to perform light lifting. The employee is required to stay calm during stressful situations.

HOURLY RATE

$25.21 - $37.82/hourly rate

BENEFITS

Medical, Dental, and Vision Plans Retirement Plans Paid Time Off Paid Sick Leave 12 Paid Holidays

QUALIFICATIONS

Knowledge Of Operations, services and activities of a public safety telecommunications and dispatch center. Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems. Techniques of questioning for both emergency and non-emergency calls. Dispatching techniques with use of radio system for communicating and receiving information. Customer service principles and problem resolution techniques. Principles and practices of record keeping and documentation. Geographic features and locations within the area served. English usage, spelling, grammar and punctuation. Modern office technology and equipment, including computers and related software applications. Applicable tools and equipment operations. Applicable Federal, State and local codes, laws and regulations. Ability To Accurately type. Respond to and resolve difficult and sensitive citizen inquiries and complaints. Effectively communicate and elicit information from upset and irate callers. Establish priority of emergency situations. Perform multiple tasks simultaneously. Maintain composure, alertness and concentration while working under mental and physical stress for extended periods of time. Work in an environment that requires rapid multi-processing. Adapt instantaneously to changes in call events. Work a rotating schedule including nights, weekends, and holidays to ensure 24/7 coverage. Remain subject to callback and holdover to maintain minimum staffing 24/7. Operate a variety of telecommunications receiving and transmitting equipment. Read and interpret maps and other navigational resources. Establish and maintain accurate records, logs, and files. Work under pressure, exercise good judgement and make sound decisions in emergency situations. Interpret and apply Federal, State and local policies, laws and regulations. Understand and follow oral and written instructions. Operate and use modern office equipment including computer and various software applications. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. Must pass a background investigation that meets all local, state, and federal requirements as well as be without felony convictions.

EXPERIENCE AND TRAINING GUIDELINES

Requires a high school diploma or equivalent. At least two (2) years’ work experience with one (1) of those years in a customer service environment. Experience in emergency dispatch, general dispatch, or call center environment is preferred. CCIC/NCIC certification obtained within six months of hire and renewal of certification every two years. An equivalent combination of education, formal training, or work experience that produces the knowledge, skill and ability to perform the essential duties and responsibilities of the position.

LATERAL HIRE REQUIREMENTS

A minimum of 2 years’ experience at a primary PSAP; and Holds a current CCIC/NCIC certification or its equivalent for out of state applicants; and Holds a current Incident Command System (ICS) certificate. #J-18808-Ljbffr APCO International