Emergency Communication Specialist I

Competitive total compensation package

JOB LOCATION

23911 E Arapahoe Rd Aurora, Colorado 80016-4120 City of Aurora, Colorado It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity , Respect, Professionalism , and Customer Service , and we welcome all who share these values to apply. Why Work for Aurora? Make a difference in the lives of real people every day Diverse community Competitive total compensation package Well-Funded General Employees Retirement Plan Light rail station minutes away On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement Access to innovation workspaces

PRIMARY DUTIES & RESPONSIBILITIES

Hiring Range for this position: $28.50-$35.63/Hourly Full Range for this position: $28.50-$44.54/Hourly Lateral Candidates: Candidates with direct Emergency Communication Specialist/dispatch experience are strongly encouraged to apply. Prior emergency communications service, relevant certifications, and demonstrated proficiency in essential call‑taking and dispatch functions will be evaluated to determine initial salary placement and assignment within the established training and career progression framework. Full Pay Range of the Emergency Communications Specialist Series: $28.50 - $51.95/Hourly based on progression through additional certifications and achievements. Career Advancement Aurora911 Offers Attractive Career Progression Opportunities Which Are Accompanied By Salary Range Increases. After The Completion Of The Basic Training Academy, Team Members Have Access To Additional Certifications And Responsibilities: Emergency Communications Specialist I (9-1-1 and non-emergency call taking): 6% increase upon completion of basic training Emergency Communications Specialist II (9-1-1, services/data, police OR fire dispatching): 7% increase from ECS-I, upon completion of advancement training Emergency Communications Specialist III (9-1-1, services/data, police AND fire dispatching): 7% increase from ECS-II, upon completion of advancement training 4% longevity recognition increase upon the completion of five (5) years as an ECS-III Qualified team members may become certified as a Communication Training Officer (CTO) and will earn an additional 5% salary per training hour while certified as a CTO for Aurora911. Bilingual Team Members May Also Qualify For Additional Compensation. In addition to progression, the City of Aurora provides: annual cost of living increases (averaging 3% per year) annual high-performance bonuses Aurora911 also provides all team members (and their families) with direct access to psychological services and wellness/resiliency resources, at no cost to the employee. Highly competitive total compensation package Well-Funded General Employees Retirement Plan On Site Fitness Center, and overall employee well-being programs Peer Support Formal Mentoring opportunities Free, Secure Parking Free electric vehicle (EV) charging Career Enrichment Opportunities Aurora911 provides opportunities to participate in a growing variety of specialty assignments, including but not limited to: Peer Support Recruitment Team and Career Counseling Culture - Recognition and Team Building Tactical Dispatching (TERT) – in development Community Engagement and Education Continuing Education The City of Aurora offers a generous tuition reimbursement program for employees, as well as a robust employee learning system which offers a variety of in-person learning and thousands of on demand virtual learning sessions for a wide variety of topics. Aurora911 also offers continuing education and development for technical and human skills, including leadership development and access to industry-specific professional certifications.

OVERVIEW OF POSITION / DEPARTMENT

The Mission of Aurora911 is to get the Right Resources to the Right Place at the Right Time, for Everyone, Every Time. Aurora911’s Vision: We are igniting a worldwide transformation in public safety communications, fueled by innovation and heartfelt compassion. We will bridge diverse communities and nurture an Aurora where respect is foundational, integrity unites us in mutual trust, and teamwork is our North Star. Aurora911 is staffed by public safety professionals who are trained to answer and triage 9-1-1 and non-emergency telephone calls, as well as dispatch police, fire, paramedic, and alternative response resources. Our dedicated 9-1-1 professionals gather and analyze critical life-safety information from callers and send the information via computer to police, fire and or paramedic dispatchers who are responsible for coordinating the response of field responders. The Aurora911 team works in partnership with Aurora Police Department, Aurora Fire Rescue, Falck ambulance, Aurora Mobile Response Team, Information Technology, and other city departments to ensure the safety and quality of life for residents, businesses, and visitors in the City of Aurora. Aurora911 processes 9-1-1 and non-emergency calls from the citizens and visitors in the City of Aurora. More than 600,000 telephone calls for service are received annually, the majority of which result in the dispatch of police, fire, rescue, or emergency medical responders. The Emergency Communications Specialist I (ECS-1) position is the entry level 9-1-1 operational position in the Aurora911 Communications Center. The ECS-1 will be required to successfully complete the Aurora911 Basic Training Program, and the introductory period with the City of Aurora, and will be able to independently receive and process 911 emergency calls and non-emergency calls for Police, Fire and Ambulance services. The ECS-1 works independently in the operation of multi-line telephone systems and computer systems and can expedite information to and from public safety agencies. An ECS-1 must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime, and on-call. This is a life safety-sensitive position that handles confidential information.

PRIMARY DUTIES & RESPONSIBILITIES

Receive and prioritize emergency and non-emergency calls and digital requests for emergency assistance from the public requesting police, fire, ambulance, and other emergency services; gather, analyze, and report critical information during life-or-death situations such as crimes in progress, medical emergencies, and fire/rescue incidents. Administer care by providing pre-arrival medical instruction or directing callers through lifesaving procedures such as CPR, childbirth, or controlling of blood loss while emergency medical services are in route. Operate a variety of public safety communications equipment including (but not limited to) 911 emergency call handling system, text-to-911, advanced location systems, computer aided dispatch systems, instant recall recorder and paging and intercom systems. Initiate public safety response requests into computer-aided dispatch system via keyboards to provide needed data to dispatchers and responding units/agencies. Provide emergency aid, information and directions to non-emergency callers; refer and/or transfer calls to outside agencies as appropriate. Read/interpret maps for the public, field personnel, and other agencies in order to assist in locating certain geographical areas; interpret telephone call locations from maps by applying knowledge of local geography to provide appropriate and timely assistance. Perform various computer checks, input and retrieval of information to assist dispatchers and emergency services staff. Enter automated records of activity into the computer; maintain a variety of logs relating to public safety telecommunications activities; compile statistics on calls received. May provide backup to dispatchers for computer queries, processing documents and telephone notifications during busy periods and/or critical incidents. If eligible and certified to serve in a training capacity; review policy and procedures with trainees; work directly with trainee on shift to ensure proper techniques, call routing, and appropriate level of response; document training activity, and provide input to supervisors on trainee progress as requested As assigned and upon completion of additional training, provide support to police dispatchers via the “Services” channel. Perform other duties of a similar nature or level.

MINIMUM QUALIFICATIONS & WORKING CONDITIONS

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered. Age: Applicants must be 18 years of age or older at the time of employment Education: High School Diploma or GED Successful Completion of Aurora911 Basic Training Program, to include all relevant certifications (CCIC/NCIC, EMD, EFD, CPR) Experience: Successful completion of basic training and introductory period with the Department, maintaining a “successful” performance rating in all anchors of job performance Licenses And Certifications: Required through training throughout employment NCIC/CCIC Certification NIMS 100, 200, 700 Certification Certification in CPR and First Aid Crisis InterventionEmergency Medical Dispatcher (MPDS) Certification Emergency Fire Dispatcher (FPDS) Certification Emergency Police Dispatcher (PPDS) Certification Communications Training Officer (CTO) Certification will be required for those who serve the department in a training capacity Knowledge: Operations, services and activities of the Aurora911 Emergency Communications Center Operational characteristics of the department’s public safety telecommunications technology Techniques of questioning for both emergency and non-emergency calls. Principles and application of diversity awareness, to include implicit/explicit biases Principles of de-escalation and interacting with people in crisis. Customer service principles and problem resolution techniques. Applications of various City and Department policies and procedures. Customer service principles and problem resolution techniques. Principles and practices of record keeping and documentation. Geographic features and locations within the area served. English usage, spelling, grammar, and punctuation. Modern office technology and equipment, including computers and related software applications. Applicable tools and equipment operations. Applicable Federal, State and local laws, codes and regulations Abilities: Promotion of a positive workplace environment based on open communication, recognition, and modeling the desired, in-bounds behaviors of Aurora911’s Foundational Four Values. Work independently without the need for close supervision Demonstrate effective time, task, and goal management Demonstrate excellent confidentiality, integrity, accountability, and transparency in work activity. Interact with others with professionalism and emotional intelligence. Exhibit emotional self-regulation in a frequently high-stress environment Speak, write, comprehend American English language Respond to and resolve complex and sensitive citizen inquiries and complaints Effectively communicate and elicit information from emotionally elevated callers Establish priority of emergency situations Perform multiple tasks concurrently, though effective task prioritization Protect sensitive and confidential information acquired during the course of business Maintain composure, alertness and concentration while working under mental and physical stress for extended periods of time Work in an environment that requires rapid multi-processing Adapt instantaneously to changes in call events Work a non-traditional schedule including nights, weekends, and holidays to ensure high quality service delivery to the residents and visitors of Aurora. Remain subject to callback and holdover as essential personnel. Operate a variety of telecommunications receiving and transmitting equipment. Read and interpret maps and other navigational resources. Establish and maintain accurate records, logs, and files. Work under pressure, exercise good judgment, and make sound decisions in emergency situations. Interpret and apply Federal, State and local policies, laws and regulations. Essential Personnel: This environment involves repeatedly interacting directly with people who are in crisis or experiencing a variety of emergency and nonemergency situations. Incumbents must possess and demonstrate emotional, psychological and behavioral resiliency, self-awareness and self-regulation. Members of Aurora911 are considered essential personnel and are subject to call back, extended shifts and other forms of mandatory overtime to ensure continuity of emergency services to the city. Periodic paid breaks of up to 20 minutes in duration may be given during a continuous work shift, dependent upon shift length and operational work volume. Physical Demands: Light physical activity requiring lifting, pushing, or pulling up to 10 pounds with or without assistance Occasional lifting, carrying, walking, and standing Sitting for length periods of time Use of a headset and radio to communicate for the entire work shift Frequent hand/eye coordination to operate computer screens and keyboard Frequent use of hands and fingers to handle, feel, or operate computer and radio Vision with normal color vision to read computer screen Clear speech communication to effectively communication with citizens and public safety organizations Hearing and listening to maintain communication to handle and dispatch emergency calls Vision to read reports and other written material Frequent speech communication and hearing to maintain communication with employees and citizens Work Environment: Essential duties performed primarily in clean, comfortable environment Various noise levels with period of high activity and volume Equipment Used: Computer and other standard office equipment, which includes multiple monitors This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment The city of Aurora will implement furlough days (unpaid days off) for most employees in 2026. The scheduled furlough dates are January 16, April 10, July 2, and December 24. For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application. The City of Aurora is an equal opportunity employer. We are required #J-18808-Ljbffr City of Aurora