Emergency Communications Specialist

Position Summary The Metropolitan Airports Commission (MAC) is hiring for Emergency Communications Specialists in our 24/7 Emergency Communications Center (ECC) located on the Minneapolis/St. Paul International Airport campus. In this role you will coordinate the day-to-day operations of the MSP Emergency Communications Center, a primary 911 Public Safety Answering Point. You will interact regularly with police, fire, emergency medical services (EMS), Transportation Security Administration (TSA), and other state and federal agencies. Using your task-prioritization skills and calm demeanor, you will determine priorities according to changing conditions and make critical decisions to ensure the safety of the tenants, passengers, police officers, firefighters, and other users of the Minneapolis/St. Paul International Airport community. The Ideal Candidate has: a passion for helping people, hands on experience with public safety technologies, the ability to adapt to new technology, customer service experience, the ability to work both independently and as part of a team, and strong verbal and written communication skills. There will be an information session offered on Wednesday, August 19th from 5 pm - 7 pm (1700-1900) at the MAC General Offices located at 6040 28th Avenue South, Minneapolis, MN 55450. Parking is free. Hourly Rates 2026 $39.37 - $49.30 Work Shifts Specialists work a mix of 8-, 10-, and 12-hour shifts on a 2-week rotation that includes every other weekend off. Shifts typically start at 0600, 0800, or 1800, though they may vary based on organizational needs. Most shifts in the rotation will likely be 12-hour shifts. Candidate Selection Process Online Assessments – For those candidates moving on in the process there will be the potential for two different screening processes. Everyone will be notified as soon as possible by email if they will be participating in these tests. GovWorx - CommsCoach HIRE: An online dispatch testing platform that evaluates your ability in different foundational areas related to dispatch work. This includes areas such as resilience, task-sequencing, decision making and judgement, listening and comprehension, etc. Select Advantage: This is an online multiple-choice test. Interviews – Candidates who receive a passing score on the online assessments will advance in the process and may receive an invitation to interview. Eligibility List – Eligible candidates may be placed on a hiring list. Applications received for this posting will be evaluated on several factors including, but not limited to, education, work experience, and completeness and thoroughness of responses to the application and supplemental questions. Incomplete or general responses could negatively impact the final outcome of an application. Candidates who are offered conditional employment will be required to pass an extensive background investigation including criminal history. Safety Sensitive – This is a safety-sensitive position which will require a pre-employment drug screen. Position Description Operational Skills Telephone Interview & PAI Answer calls promptly and use proper call taking and information gathering techniques, including sequential call taking, to determine the location of, need for, and priority of a public safety response. Use active listening and empathy to engage with callers to determine their needs and provide appropriate services. Maintain a calm, assertive, and professional demeanor in all situations. Display a sense of urgency when appropriate, recognize when callers should be kept on an active line, and provide pre-arrival and post-dispatch instructions including medical lifesaving measures and safety instructions to callers prior to arrival of public safety partners Incident Processing Select the appropriate incident type based on information received and follow department protocols. Efficiently and accurately complete dispatch required actions, notifications, and follow up as required by protocols. Use mass notification systems to provide notification to MAC staff, airlines, tenants, and passengers of emergent and non-emergent events at the airport. Dispatch Methods and Techniques Initiate public safety responses using appropriate radio dispatch protocol and techniques, following approved message formatting, and ensuring radio transmission are clear and concise. Coordinate public safety responses and control radio traffic to ensure response effectiveness and responder safety at all times. Comprehend and keep pace with radio traffic and act on information that is received. Relay pertinent information to public safety responders without delay. Ensure responder safety by performing required status checks and utilizing multiple resources to determine situational awareness of a scene. Operations Utilize effective task sequencing, prioritizing work and maintaining an appropriate sense of urgency. Maintain situational awareness of ongoing and recent incidents. Maintain an understanding of the geographical make-up of the immediate area including the terminal layouts, public safety boundaries, and commonly used locations and landmark references. Receive and issue requests for mutual aid from neighboring jurisdictions. Maintain a working knowledge of incident command, airport operations, and jurisdictional agreements. Initiate, receive, and evaluate large amounts of protected data from the Minnesota Criminal Justice Information System (CJIS) and other computerized links to state, federal, interstate, and local law enforcement systems. Technical Skills Phone Operate a multi-line 911 emergency and administrative phone system, interpreting the information received, and utilizing information to initiate a public safety response. Utilize mapped-ALI solutions and other applications to enhance the public safety response to incidents. Radio Operate a complex multi-talkgroup radio console on the Allied Radio Matrix for Emergency Response (ARMER) system in accordance with local and state policy and procedure. Maintain a working knowledge of radio interoperability standards. Access and update the Minnesota state radio resource application. Computer Aided Dispatch (CAD) Efficiently utilize CAD software to document incident information in an accurate and timely manner, ensuring CAD narratives are organized, contain minimal errors, logical in format, and contain all information required by policy. Utilize CAD software to query, update, and interpret data and provide information to public safety responders. Closed-Circuit Television (CCTV) Monitor public safety incidents via CCTV providing critical information in real time. Utilize CCTV to ensure public responder safety on escalated incidents. Review historical CCTV footage of active incidents, creating archives as needed for investigative purposes. Secured Area Access Control System (SAACS) Monitor the secured area access control system and dispatch public safety responders when appropriate based on established procedures. Utilize SAACS to control access to restricted areas of the airport. Interpret data from SAACS to initiate a public safety response as needed and provide responders with relevant incident information. Locate and modify security badge information in SAACS in compliance with policy and procedure. Fire Alarm Monitor and operate the fire alarm system and dispatch public safety responders when appropriate based on established procedures. Record fire system impairments as needed. Accurately document and bypass the system to prevent false alarm activations. License Plate Reader (LPR) Monitor an LPR system and dispatch public safety responders when appropriate based on established procedures. Enter license plate information into the LPR system following applicable state laws. Position Requirements COMPETENCIES Individual Contributor (IC) Competencies Customer Focus - Building strong customer relationships and delivering customer-centric solutions Decision Quality - Making good and timely decisions that keep the organization moving forward Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement Ensures Accountability - Holding self and others accountable to meet commitments Collaborates - Building partnerships and working collaboratively with others to meet shared objectives Values Differences - Recognizing the value that different perspectives and cultures bring to an organization Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences Courage - Stepping up to address difficult issues, saying what needs to be said Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations MINIMUM REQUIREMENTS High school diploma or equivalent. Must have never committed, been involved in, or have been convicted of a felony or serious misdemeanor. Working knowledge of Windows-based software and experience working with multiple various computerized electronic, telecommunications equipment. Must be able to work a rotating schedule including days, nights, weekends and holidays to ensure 24/7 coverage. Subject to call back and shift extension to maintain minimum staffing 24/7. Obtain and maintain certification in telecommunicator cardio-pulmonary resuscitation (TCPR) in a given and reasonable time frame. Obtain and maintain certification for operation of the Criminal Justice Information System (CJIS) terminal in compliance with the National Crime Information Center (NCIC) standards. Have or obtain National Incident Management System (NIMS) 100, 200, 700, 800 in a given and reasonable time frame. Experience effectively interacting with people of different social, and ethnic backgrounds. Must possess the skills necessary to communicate clearly, task-sequence efficiently and function effectively during stressful situations in fast-paced, technology rich, public safety emergency communication center environment. Ability to think clearly, remain clam, provide stability, exercise tact and good judgment while communicating with a variety of people. Excellent written, verbal and interpersonal communications skills. Establish and maintain cooperative and professional working relationships with co-workers, supervisors, representatives from other departments and other emergency services agencies. Able to comfortably work in a law enforcement environment and maintain confidential information. DESIRABLE QUALIFICATIONS College degree in business administration, public administration, communications, criminal justice, computer science, or related field. Experience in public safety dispatching (law enforcement, fire service, EMS). Previous work experience in a public safety environment. Training or certification in Public Safety Telecommunications. PHYSICAL REQUIREMENTS Sedentary work involves sitting for prolonged periods of time. Reaching: extend hand(s) and arm(s) in any direction. Manual dexterity: type on computer keyboard and mouse attachment for long periods of time; buttons, switches and dials. Repetitive motions: substantial movements of the wrists and hands and/or fingers. Talking: express or exchange ideas by means of the spoken word. May convey detailed or important spoken instruction to other workers accurately, clearly, loudly, or quickly. Hearing: perceive the nature of sounds (two-way radios, telephone, ringers, bells and buzzers to alert alarm situations). Receive detailed information through oral communication and to make fine distinctions in sounds using a headset. Sight required: with or without correction (visual display terminals and video monitors). Surveillance by fixed and non-fixed focus cameras. Differentiate colors in order to respond accurately to alarms and monitors. Lifting: stretch, reach or lift object or materials weighing up to 25 pounds. Other Information All employees of the MAC must receive an Airport Identification Badge. More information on this process can be found on the Badging Office site including what forms of identification must be provided as well as a list of disqualifying crimes. Your health. Your time. Your future. Good pay is only the beginning. See the many and generous benefits the Metropolitan Airports Commission offers to employees. 01 Job Interest Card Notification MAC Employee MAC Web Site LinkedIn GovernmentJobs.com Indeed.com Other 02 Yes No 03 Yes No 04 High school diploma or equivalent 05 Yes 06 Yes No 07 Yes No 08 Telecommunicator cardio-pulmonary resuscitation (TCPR) certification. Operation of the Criminal Justice Information System (CJIS) terminal in compliance with the National Crime Information Center (NCIC) standard certification. Complete National Incident Management System (NIMS) courses 100, 200, 700, 800. I am not willing to obtain and maintain the above certifications. 09 Yes No 10 Yes No 11 Yes No 12 Yes No 13 Yes No 14 10 years or more of 911 dispatch experience. At least 5 years but less than 10 years. At least 2 years but less than 5 years. Less than 2 years. None. 15 Calltaker Police dispatcher Fire dispatcher EMS dispatcher None of the above 16 Yes No 17 Required Question #J-18808-Ljbffr Metropolitan Airports Commission