Senior Fire Communications Operator

OPEN & PROMOTIONAL EXAMINATION - ONE YEAR PROBATIONARY PERIOD Under general supervision, this lead position performs the full range of radio-telephone operational duties in dispatching public safety personnel and equipment, assists supervisory personnel and performs specialized operational duties. Essential Functions Ensures Department services are provided with exceptional customer service and the highest level of ethical standards. Receives, identifies and accurately evaluates emergency and routine calls for fire and paramedic services, provides pre-arrival EMS instructions and life-saving directions over the telephone, refers calls to other agencies and makes required notifications as appropriate. Maintains status of all equipment, personnel and apparatus within system as to location and availability, ensuring optimum coverage is achieved throughout the system. Determines appropriate personnel, apparatus and equipment to be dispatched using radio and/or computerized systems. Relays, follows, repeats and remembers moderately complex oral and written instructions, information and directions. Uses established policies & procedures, independent judgment, common sense and reason to make rapid and accurate decisions to achieve an effective initial or alternate course of action. Performs multiple, routine and complex dispatch tasks simultaneously. Responds calmly and effectively in emergency and stress situations. Develops speed and accuracy in performing job duties & responsibilities, including operating radio consoles, computer terminals and associated communications equipment, performing minor maintenance as required. Studies, reviews, and trains in communications and fire department operations to develop a complete and accurate concept and understanding of the nature of work. Effectively communicates and coordinates in a teamwork environment with co-workers, other agencies, departments and the public, exercising strong customer service and group dynamic skills. Possesses a high level of awareness to all Center activity and effectively anticipates and plans for probable tasks which will require immediate action. Works with and understands geography/street files and reads maps, manuals, maintains notebooks, memorandums, policies & procedures and posted information. Monitors appropriate police, fire and ambulance agencies' emergency radio systems. Monitors facility security and various alarm systems. Performs research and clerical work such as preparation of logs, reports, forms and updates of information and files in a timely manner. Performs assigned and needed cleaning and maintenance duties to center facilities. May be required to participate in related divisional cross-training efforts based on operational necessity. Experience and qualifications gained in this cross-training may apply towards promotional opportunities and transfers. May drive on City business depending on the needs of the position. Assumes responsibility for ensuring the duties of their position are performed in a safe, efficient manner. Assists supervisory personnel in the operations and functions of the Center. May serve as Fire Communications Shift Supervisor as needed. Identifies documents and communicates errors in performance to the Shift Supervisor(s) or the Verdugo Fire Manager. Handles initial hardware or software issues. Ensures policies and procedures are followed. Directs personnel to perform routine and operational functions and tasks when appropriate. Ensures work is accomplished. Secondarily responsible person on shift and heavily participates in information flow. Trains or coaches personnel in the performance of tasks required for their job. May be assigned to an administrative assignment as needed. Performs other related duties as assigned or as the situation requires. Experience Two years experience in Public Safety Communications involving dispatching. Education / Training Graduation from high school or equivalent. Licenses / Certifications Valid Class C California driver's license. Possession of a valid cardiopulmonary resuscitation (CPR) card within 60 days of employment. Certification in ICS-100, ICS-200, ICS-700, ICS-800 (Incident Command System) by the end of the probationary period. Emergency Medical Dispatching (EMD) Certificate by the end of the probationary period. Knowledge, Skills & Abilities Knowledge of: Policies and procedures affecting the Fire Department. Skill in: Making independent judgments and decisions based on standard policy and procedure; Resourcefulness and organization, initiative and self-motivation. Ability to: Accept close supervision, criticism and/or discipline and work within an established chain of command organizational structure; Accurately assess problems and understand needs & situations; Acquire knowledge of communications rules, regulations, theory, operations, equipment, principles & capabilities, limitations & backup system alternatives; Act in a decisive, tactful and courteous manner, using good judgment, common sense & reason; Anticipate needs and evaluate alternatives and contingencies; Be accurate and detail oriented; Control conversations, quickly gathering pertinent and relevant information; Develop knowledge of cooperating agency procedures and resources - mutual aid; Develop necessary skills from on-the-job training and meet the standards of performance for the classification by the end of the probationary period; Effectively supervise subordinates, if necessary; Establish smooth working relationships; Exercise judgment and discretion in problem situations; Exercise tact & diplomacy, striving to promote a positive & cooperative atmosphere; Foster a teamwork environment; Hear multiple normal level conversations simultaneously, distinguishing between voices and sources to ascertain relevant information quickly and accurately; Learn fire equipment and resource capabilities and develop strategy for various types of fire & rescue emergencies; Learn new information and initiate improvements in technical and procedural areas; Learn and quickly apply rules, practices, policies & procedures, including mutual, automatic, and initial action agreements, and to interpret them correctly; Maintain emotional stability, patience, loyalty and commitment to the organization; Model and practice the highest standards of ethical conduct; Obtain certification to provide emergency medical pre-arrival instructions; Quickly and accurately follow written and oral instructions; Provide exceptional customer service to all employees and vendors; Provide leadership; Rapidly & accurately operate complex computerized & mechanical equipment; React quickly, efficiently and calmly in emergencies & stressful situations; Read and discern visual images on a variety of media including multiple screens and computer systems; Read and understand street maps, learn and retain a workable knowledge of cities, roadways, major buildings and geography of system and surrounding jurisdictions; Read, write legibly, spell, comprehend & communicate effectively in proper English; Review and evaluate employee's job performance; Speak clearly, distinctly and correctly with good modulation; Take initiative and exercise dependability, maturity and self-confidence; Take notes, organize information & thoughts and develop notebooks, projects, records and reports; Train or coach personnel in the performance of tasks required for their jobs; Type at least 30 words per minute (net) while conversing on telephone and/or radio; Understand, retain and repeat simple and complex oral and written instructions; Use work time properly and productively, producing high quality, accurate work; Work closely with others in a teamwork environment, actively supporting team concepts; Work in confined, low light environment for extended periods of time while seated; Work within a chain of command organizational structure. Other Characteristics Willingness to work rotating shifts, including nights, weekends and holidays and respond to emergency recall. Attend training classes in communications and Fire Department procedures. Work overtime as requested, required or in emergencies. Participate in an extensive, comprehensive on-the-job training program, developing necessary skills to meet standards of performance for the classification by the end of the probationary period. Assume responsibility for maintaining a safe working environment. Desirable Qualifications Bilingual abilities in languages spoken in the communities served by the Verdugo Fire Communications Center. Prior experience in two way radio operation in a public safety emergency communications dispatch system. Knowledge of Computer Aided Dispatch (CAD) systems. Certification in California Mutual Aid Resource Ordering Platform. Knowledge of public-safety related computer operations/systems/software. Special Conditions Smoking is not permitted inside fire facilities or vehicles or while in uniform. Requires wearing uniforms, headsets and working in a closely situated work area. All tattoos or other skin markings and their visibility must conform to the Glendale Fire Department Tattoo Policy. #J-18808-Ljbffr City-of-Glendale-