Emergency Communications Specialist I-III Grade 3-5

Job Summary The Emergency Communications Specialists work within the Emergency Communications Center at the Frederick County Law Enforcement Center, Public Safety Training Facility and Frederick Police Headquarters. They are responsible for receiving emergency and non‑emergency calls and for providing dispatch services to the Police Department using a computer‑aided dispatch (CAD) system. They consistently communicate with First Responders and Citizens simultaneously in times of great distress, harm, fear or injury. The Supervisor of Emergency Communications Center provides overall supervision, and the Police Department sworn supervisor or Watch Commander may provide additional supervision in the absence of the Emergency Communications supervisory staff. This civilian position plays a critical role in emergency response. Special Considerations Every Emergency Communications Specialist is responsible for all functions in communications, including call taking, dispatching, computer data entry, query, and retrieval, simultaneously. The work requires the exercise of initiative and independent judgment in implementing established work methods and procedures. It requires the incumbent to interact with citizens in person and over the phone in a manner that promotes the highest level of professionalism. Incumbents must also assist citizens while maintaining a positive, courteous demeanor. Work Schedule 12‑hour shifts: Dayshift 6am to 6pm; Nightshift 6pm to 6am. Special Selection Criteria Must possess an excellent moral character and background that will withstand a comprehensive background investigation and subsequent polygraph(s). Emergency Communications Specialist I Essential Duties and Responsibilities Using a computer aided dispatch (CAD) system, receives emergency calls from the public requesting police or other emergency service. Determines the nature and location of emergencies, sets priorities, and dispatches units in accordance with established procedures. Receives and processes emergency and non‑emergency calls. Maintains contact with all units on assignment. Maintains status and location records of police units. Monitors video surveillance monitors throughout headquarters. Enters, updates, and retrieves information from computer systems. Provides information on vehicle registration, driving records, and warrants and delivers relevant data while performing other tasks. Monitors several public safety radio frequencies. Asks vital questions and gives pre‑arrival instructions. Identifies appropriate equipment or apparatus for dispatch. Operates radios, telephones, and computer systems. Arranges towing and public works emergency services or contacts appropriate agencies. Performs record keeping, filing, and other clerical work. Tests and inspects equipment as required. Maintains confidentiality of all information received through systems and phone calls. Is prepared to work beyond scheduled hours when needed. Performs other duties as assigned. Qualifications Must be a U.S. Citizen and at least 18 years of age. Required Education and/or Experience High school diploma or General Education Diploma (GED). Required Certificates and/or Licenses Vehicle Operator’s license with a satisfactory driving record that meets the insurability standards of the City’s insurance carrier. The license must be maintained for the duration of employment. Required Skills Knowledge of appropriate conflict resolution techniques. Knowledge of CAD system operation. Knowledge of department General Orders and dispatch precedents. Knowledge of radio and telephone communication equipment. Knowledge of broadcasting procedures and rules. Knowledge of public safety classification codes. General knowledge of laws and ordinances for classifying calls. General knowledge of the geography of Frederick. Ability to work day, evening, and night shifts. Ability to work holidays and weekends. Ability to actively listen and speak clearly by radio or phone, often with distressed callers. Ability to greet citizens positively and assist them on the phone or in person. Ability to comprehend and infer from written material. Ability to reason logically to reach conclusions. Ability to multitask by tracking resources and updating units and citizens. Ability to follow instructions. Ability to empathize and show compassion. Ability to remain calm in distressing situations. Ability to operate CAD and office equipment quickly and accurately. Ability to problem‑solve and prioritize situations on the fly. Ability to exercise sound judgment under minimal supervision. Ability to possess tact, courtesy, reliability, accuracy, emotional stability. Ability to learn Frederick streets and geographic features. Ability to type at least 30 words per minute. Ability to write and speak clearly and spell correctly. Ability to communicate with upset or irate citizens effectively. Ability to understand and follow oral and written instructions. Other Desirables Bilingual. Customer Service experience. Dispatching experience within a Police or Fire dispatch environment. CJIS certification. International Academy of Emergency Dispatch (IAED) certification(s). Emergency Communications Specialist II Essential Duties and Responsibilities Completes minor administrative tasks delegated by the Communications Supervisory staff. Uses CAD to receive and process emergency calls from the public. Determines emergency nature, assigns priority, and enters data into CAD for radio dispatch. Receives and processes emergency and non‑emergency calls. Maintains contact with all units on assignment. Maintains continuous status and location records of police vehicles. Monitors video surveillance throughout headquarters. Enters, updates, and retrieves computer information. Provides vehicle registration and warrant data while performing other tasks. Monitors complex public‑safety radio frequencies. Asks vital questions and gives pre‑arrival instructions. Identifies equipment or apparatus for dispatch. Operates radios, telephones, and computer systems. Arranges towing and public‑works services or contacts appropriate agencies. Assists with court paperwork entry, quality‑control second checks, and validations in CJIS. Maintains confidentiality of all information received. Works beyond assigned shifts when necessary. Performs other duties as assigned. Qualifications Must be a U.S. Citizen and at least 18 years of age. Recommendation from Communications Supervisor. Required Education and/or Experience High school diploma or GED. Three years of dispatching experience in a Maryland PSAP. Certified as Communications Training Officer (CTO). Required Certificates and/or Licenses Vehicle Operator’s license with a satisfactory driving record that meets the insurability standards of the City’s insurance carrier. IAED certifications for Emergency Medical, Emergency Fire, and Emergency Police Dispatch. CN1 Certification in METERS. CPR Certification. Required Skills Same as Specialist I. Other Desirables Bilingual. Emergency Communications Specialist III Essential Duties and Responsibilities Completes minor administrative tasks delegated by the Emergency Communications Supervisory staff. Uses CAD to receive and process emergency calls from the public. Determines emergency nature, assigns priority, and enters data into CAD for dispatch. Receives and processes emergency and non‑emergency calls. Maintains contact with all units on assignment. Maintains continuous status and location records of police vehicles. Monitors video surveillance throughout headquarters. Enters, updates, and retrieves computer information. Provides vehicle data and warrants while performing other tasks. Monitors complex public‑safety radio frequencies. Asks vital questions and gives pre‑arrival instructions. Identifies equipment or apparatus for dispatch. Operates radios, telephones, and computer systems. Arranges towing and public‑works services or contacts agencies. Assists with court paperwork entry, quality‑control second checks, and validations in CJIS. Maintains confidentiality of all information received. Provides shift mates technical guidance as needed. Works beyond assigned shifts when required. Performs other duties as assigned. Qualifications Must be a U.S. Citizen and at least 18 years of age. Required Education and/or Experience High school diploma or GED. Five years of dispatching experience in a PSAP. Certified as Communications Training Officer (CTO). Minimum of 40 hours of advanced training as recommended or approved by the Manager of Emergency Communications. Required Certificates and/or Licenses Vehicle Operator’s license with a satisfactory driving record that meets the City’s insurability standards. IAED certifications for Emergency Medical, Emergency Fire, and Emergency Police Dispatch. CN1 Certification in METERS. CPR Certification. Required Skills Same as Specialist I. Ability to demonstrate proficiency in entering various types of Court Paperwork into the required databases. Ability to demonstrate proficiency in validating various types of METERS/NCIC entries on a monthly basis. Ability to demonstrate proficiency in quality control/second checks on METERS/NCIC entries. Ability to act as team leader and supervisor liaison. Other Desirables Bilingual. Equal Opportunity Employer Equal Opportunity Employer. Physical Requirements Physical demands: Primary functions require the ability to work in an office and emergency dispatch center setting, to stand or sit for prolonged periods, occasionally stoop, bend, kneel, crouch, reach, twist, lift and move less than 20 lbs over short distances, operate office equipment with repetitive hand movement, and communicate verbally. Incumbents must coordinate movement of multiple limbs simultaneously and perform fine, highly controlled muscular movements using computers and communications equipment. Vision: See in the normal visual range with or without correction. Hearing: Hear in the normal audio range with or without correction, enabling hearing alarms and other auditory warning devices. Work environment: The work is performed indoors at the Law Enforcement Center, Public Safety Training Facility, and Frederick Police Headquarters. The environment may be noisy due to phone calls, equipment, and public safety activity. Incumbents work evening, night, weekend, and occasional holiday shifts and may be called back to maintain staffing levels. #J-18808-Ljbffr