Emergency Communication Specialist I

JOB LOCATION23911 E Arapahoe Rd Aurora, Colorado 80016-4120City of Aurora, ColoradoIt 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 dayDiverse communityCompetitive total compensation packageWell-Funded General Employees Retirement PlanLight rail station minutes awayOn-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancementAccess to innovation workspacesPRIMARY DUTIES & RESPONSIBILITIESThe deadline to submit applications is July 26th, 2026, at 11:59 pm. Please note, the City of Aurora will conduct ongoing screenings of applications on a first-come, first-serve basis; as soon as we determine a qualified pool of applicants exists, this position may be closed without notice.Hiring Rate: $30.24 hourly during basic training.Lateral Hiring Range: $30.24 - $38.23 hourly, during basic training) Lateral candidates are highly encouraged and welcome! We will honor your experience and certification level to determine your basic training salary and position in our career progression on an individual basis. Advancement from your starting point in our progression series may occur at a faster pace and will be driven by your individual performance and initiative.Full Pay Range of the Emergency Communications Specialist Series: $27.80 - $50.67 Hourly based on progression through additional certifications and achievements.Career AdvancementAurora911 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 trainingEmergency Communications Specialist II (9-1-1, services/data, police OR fire dispatching): 7% increase from ECS-I, upon completion of advancement trainingEmergency 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-IIIQualified 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 bonusesAurora911 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 packageWell-Funded General Employees Retirement PlanOn Site Fitness Center, and overall employee well-being programsPeer SupportFormal Mentoring opportunitiesFree, Secure ParkingFree electric vehicle (EV) chargingCareer Enrichment OpportunitiesAurora911 provides opportunities to participate in a growing variety of specialty assignments, including but not limited to:Peer SupportRecruitment Team and Career CounselingCulture - Recognition and Team BuildingTactical Dispatching (TERT) – in developmentCommunity Engagement and EducationContinuing EducationThe 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 / DEPARTMENTThe 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 & RESPONSIBILITIESReceive 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 in order 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 requestedAs 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 CONDITIONSAn 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 employmentEducation:High School Diploma or GEDSuccessful 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 performanceLicenses and Certifications:Required through training throughout employmentNCIC/CCIC CertificationNIMS 100, 200, 700 CertificationCertification in CPR and First AidCrisis InterventionEmergency Medical Dispatcher (MPDS) CertificationEmergency Fire Dispatcher (FPDS) CertificationEmergency Police Dispatcher (PPDS) CertificationCommunications Training Officer (CTO) Certification will be required for those who serve the department in a training capacityKnowledge:Operations, services and activities of the Aurora911 Emergency Communications CenterOperational characteristics of the department’s public safety telecommunications technologyTechniques of questioning for both emergency and non-emergency calls.Principles and application of diversity awareness, to include implicit/explicit biasesPrinciples 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 regulationsAbilities: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 supervisionDemonstrate effective time, task, and goal managementDemonstrate 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 environmentSpeak, write, comprehend American English languageRespond to and resolve complex and sensitive citizen inquiries and complaintsEffectively communicate and elicit information from emotionally elevated callersEstablish priority of emergency situationsPerform multiple tasks concurrently, though effective task prioritizationProtect sensitive and confidential information acquired during the course of businessMaintain composure, alertness and concentration while working under mental and physical stress for extended periods of timeWork in an environment that requires rapid multi-processingAdapt instantaneously to changes in call eventsWork 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 assistanceOccasional lifting, carrying, walking, and standingSitting for length periods of timeUse of a headset and radio to communicate for the entire work shiftFrequent hand/eye coordination to operate computer screens and keyboardFrequent use of hands and fingers to handle, feel, or operate computer and radioVision with normal color vision to read computer screenClear speech communication to effectively communication with citizens and public safety organizationsHearing and listening to maintain communication to handle and dispatch emergency callsVision to read reports and other written materialFrequent speech communication and hearing to maintain communication with employees and citizensWork Environment:Essential duties performed primarily in clean, comfortable environmentVarious noise levels with period of high activity and volumeEquipment Used:Computer and other standard office equipment, which includes multiple monitorsThis position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employmentThe 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 by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.Drug Testing, Thorough Criminal Background Check, and Employment References:As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check.Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others.Employment references will be conducted on finalists for City of Aurora vacancies. #J-18808-Ljbffr City of Aurora, CO