EMERGENCY COMMUNICATION SPECIALIST

This critical role serves as the vital communications link between the public needing help and emergency services response. As members of the public safety ecosystem, ECSs are typically the first point of contact when a person reaches out for help. This entails a candidate to be able to work independently in a high-stress environment while receiving and evaluating incoming emergency and administrative requests for emergency services, including but not limited to law enforcement, fire, and emergency medical services (EMS); triaging those requests for service; providing guidance and assistance to the public in life-safety situations; and coordinating appropriate responses to high-risk, high-stress operations, with the objective of keeping all participants safe. Using training and policies to screen requests for emergency services, answering them professionally, and recognizing if a call is received from telephone, text, video, or an automated data feed. Using appropriate technology to communicate with callers. Interpreting data to prioritize, properly categorize, and initiate the correct emergency response. Using knowledge of law enforcement, fire, and EMS protocols to prioritize and sequence calls promptly in limited time with limited or no supervision. Demonstrating clear and effective communications with active listening, call control, judgment, respect, and empathy with callers that range from calm to panicked. Providing pre-arrival and post-dispatch instructions to those that are requiring assistance during high-stress situations, such as cardiopulmonary resuscitation (CPR), childbirth, hemorrhaging, active shooter, and entrapments. Managing challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers. Providing direct counseling to suicidal persons, domestic violence victims, and children. Ascertaining incident information by obtaining and verifying caller information and location, determining the nature of the incident, and all available data including but not limited to automated data, social media information, text message, images or video, and providing information to emergency services either verbally and/or digitally. Ability to prioritize multiple events based on available resources—critical thinking. Using TDD and relay services to comply with standards for handling calls from hearing-impaired callers. Utilizing language interpretation services and coordinating with mental health resources for appropriate contacts with callers who have mental health or language barriers to receiving help. Using text-to-911 to communicate effectively with callers. Interpreting caller location by using geographic knowledge, tools, and location tracking capabilities when available. Interpreting automatic number and automatic location data provided by the emergency communications phone system and verifying data using mapping software for accuracy and reliability. Maintaining communications during life-threatening emergencies, providing safety/lifesaving instructions, and maintaining control of the conversation until field units arrive on scene. Using available vehicular, bystander, and/or law enforcement information for the purpose of protecting the public at the scene as well as on-scene responders by identifying the need for advanced life support resources or specialized fire extraction equipment. Utilizing training and reference resources when determining the nature and priority of emergency incidents that have live-streaming videos, graphic images, and text. Using training and operational protocols to take appropriate action such as: relaying critical information, dispatching/initiating emergency response services, or referring callers to other agencies. Documenting incident details quickly and accurately to establish incident urgency, categorizing the incident type, and obtaining the proper help for the caller. Demonstrating clear and effective communications and active listening with public safety responders using appropriate terminology, codes, and signals. Relaying initial information for dispatch accurately, reviewing the call for service details, and assuming incident command until first responders arrive. Conducting health and safety status checks of responders and using other available technology to ensure on-scene responders’ safety. Documenting all incident activities thoroughly and accurately, while maintaining awareness of scene activities. Operating emergency, administrative, and backup telephone communications systems effectively. Facilitating the transfer of calls to the appropriate resources and performing conference calls with entities, such as, but not limited to poison control centers or helicopter dispatch. Interpreting and understanding local and regional geography to quickly and accurately identify the location of the emergency to improve response times of field responders. Operating a sophisticated workstation comprised of multiple computer systems, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, as well as communications systems such as radio dispatch consoles and recording systems. Operating multiple systems and conversations simultaneously without mistake. Notifying key personnel of critical incidents, using judgment to determine the need to contact other law enforcement and public safety agencies for additional information and resources as needed, or relaying information regarding incidents and situational awareness. Using mass notification software, including social media platforms, to keep the public informed of emergency incidents. Managing chain of custody for records and documentation used in court proceedings and legal discovery. Maintaining a calm demeanor under chaotic and stressful circumstances, multiple conversations, and frequently noisy environments. Completing training, certifications, and competencies as needed by actively seeking training, completing the training and certifications required for assigned ECS positions, and completing continuing education and career development as necessary. Following established agency policies and procedures, being aware of liability to the agency, and adhering to federal disclosure and privacy laws. Using debriefing tools, stress management techniques. and critical incident response models to deal with mental or emotional strain or tension resulting from adverse or very demanding circumstances. A high school diploma or GED Dependable, self-motivated, and team-oriented, with a desire to provide a service to the community Working knowledge of Windows-based software and various other computerized electronic telecommunications equipment Flexibility to adapt to changes Have great attention to detail and empathy towards the customers’ needs and concerns Must be able to adapt and function, without reservation, in high-stress situations Must pass a background investigation that meets all local, state, and federal requirements as well as to be without felony convictions. Must be able to perform essential job functions (reasonable accommodation may be made on a case-by-case basis) Must have never committed, been involved in, or been convicted of a felony or serious misdemeanor Must be able to work on a rotating schedule, including nights, weekends, and holidays to ensure 24/7 coverage Must be able to obtain and maintain necessary certifications (EMD, CPR, ETC, DCI, etc.) #J-18808-Ljbffr Pasquotank County