Emergency Communications Officer (911 Dispatcher)

Emergency Communications Officer (911 Dispatcher)

As the next Emergency Communications Officer for the City of Twin Falls, you will serve as a critical first point of contact for the community during emergency and non-emergency situations. You'll answer 911 and non-emergency calls, quickly and accurately assess situations, and dispatch police, fire, emergency medical, and public works services to ensure timely and effective response.

In this high-impact role, you'll work in a fast-paced, high-pressure environment where calm decision-making, clear communication, and attention to detail are essential. You'll support public safety operations around the clock while providing professional, compassionate service to callers during stressful and often life-threatening situations.

Pre-Employment Assessment

After submitting an application, applicants are required to schedule and complete the CritiCall computer-based assessment and may be invited to participate in an interview. The CritiCall assessment must be scheduled within one week of the application date. Failure to schedule the assessment within this timeframe will result in the application no longer being considered. To schedule your assessment, please contact Human Resources.

The CritiCall assessment is a pass/fail evaluation that takes approximately 2030 minutes to complete and measures the following skills:

• Decision making
• Data entry
• Call summarization
• Cross-referencing

Description

As an Emergency Communications Officer, you will:

• Answer emergency and non-emergency calls using multi-line telephone and 911 systems
• Determine call priority, gather critical information, and accurately enter data into a computer-aided dispatch (CAD) system
• Dispatch and coordinate police, fire, emergency medical, public works, and related services
• Provide emergency medical dispatch and crisis intervention services, including pre-arrival instructions when appropriate
• Ask clear, concise questions to assess caller needs and anticipate unfolding situations
• Monitor and operate radio consoles, computer systems, alarms, and other communications equipment
• Retrieve, enter, and update information in local, state, and national databases
• Maintain accurate and confidential records related to calls, incidents, and communications
• Communicate and coordinate with internal departments and external agencies to support effective emergency response
• Keep supervisors informed of work progress, operational challenges, and improvement opportunities
• Respond to citizen questions and concerns in a courteous, professional, and timely manner
• Testify in court when subpoenaed
• Perform related duties as required

Pay & Benefits

• $21.97 - $26.34 per hour ($45,700 - $54,791.67 annually) starting pay, depending on experience
• $23.49 - $28.19 per hour ($48,855 - $58,631 annually) upon successful completion of training
• $25.14 - $30.18 per hour ($52,298 - $62,779) after the introductory period and required certifications are obtained
• Full-time, non-exempt position
• Robust retirement plan with strong employer contributions
• Paid medical and vacation leave, plus paid holidays
• Comprehensive medical, dental, and vision coverage
• City-paid life and disability insurance
• Wellness programs, additional savings, and retirement benefits
• Free or discounted access to City recreation amenities, including the pool, golf course, and library

Sign-On Bonus

The City of Twin Falls offers a $5,000 hiring bonus for Emergency Communications Officers. The bonus is paid in three installments:

• $1,250 paid at the end of the employee's first pay period
• $1,250 paid upon successful completion of training and designation as an independent call taker
• $2,500 paid after one year of continuous employment

Employees must remain in good standing with the City through each payout period to receive the full hiring bonus.

What We're Looking For

• High school diploma or GED
• Any equivalent combination of education and experience that provides the required knowledge and abilities
• Ability to obtain POST Basic Certification within 18 months of hire
• Ability to obtain Emergency Medical Dispatch certification within six months of hire
• Ability to obtain ILETS and NCIC certification
• Ability to pass a pre-employment background check and drug screen

Automatic Disqualifiers

• Marijuana use within the past year
• Controlled substance use within the past five years
• Felony convictions as an adult
• DUI within the past two years or more than one DUI within the past five years
• More than five traffic violations within the past three years

Schedule

Emergency Communications Officers work a rotating schedule with 12-hour shifts, alternating between day and night shifts every two months.

Work Environment

This position operates in a communications center setting and involves prolonged sitting, computer and radio use, and continuous interaction with the public by phone and radio. The work environment may be stressful and emotionally demanding due to the nature of emergency response and critical incident communications.