Emergency Communications Dispatcher - Full-time

Emergency Communications Dispatcher US-OR-Portland

Position Category: Public Safety

Job Type: AFSCME union represented

Position Type: Regular Full-Time

Posting Department: Public Safety

Posting Salary Range: $38.08 - $52.28 per hour, with offer based on experience, education and internal equity

Department Overview OHSU is proud to be designated a Magnet hospital by the American Nurses Credentialing Center. We pride ourselves in not only serving our community with the highest of accolades but also pushing a multifaceted mission that strives for excellence within the OHSU Culture.

Medical, dental and vision coverage at low or no cost to employees Covered 100% for full-time employees and 88% for dependents

Several retirement plans to choose from! Oregon Public Service Retirement Plan and University Pension Plan, voluntary savings plans (403b, 401a and 457b)

Tuition reimbursement

Access to group life insurance, disability insurance and other supplemental benefits

Employee discounts to local and major businesses

Childcare service discounts

Growth/Development Opportunities

Typing tests administered in person are desired, but online tests will be accepted, so long as an official certificate is provided. If an online test is chosen, candidates will need to attest to taking the test as themself (i.e., Emergency Communications Dispatchers perform critical dispatch functions in the field of Emergency Communications. Incumbents operate sophisticated communications equipment including multi-channel radios, multi-line telephone systems, computer aided dispatch (CAD) systems, closed-circuit television (CCTV), and alarm systems to prioritize and process emergency and non-emergency calls for service and dispatch law enforcement and Facilities responders. Emergency Communications Dispatchers work directly with Primary Public Safety Answering Points (PSAPs/9-1-1 Centers) to coordinate complex and high-risk incidents, as well as requests for officer back-up, and to dispatch fire and/or emergency medical services. Essential duties include answering emergency and non-emergency requests for service, determining the nature and location of the service required, taking necessary action to ensure the appropriate service is provided, and to dispatch law enforcement field units and keep their status. Work is often performed under stressful demands for speed and accuracy, and employees are required to perform with minimal supervision.

Emergency Communications Dispatchers are often the first point of contact for the emergency services system as a whole and, therefore, possess acute customer service, conversational, and de-escalation skills, as well as a keen awareness of the diverse cultures and identities of the people that work, study, seek care, and visit OHSU and its campuses. Quality of work is reviewed through the evaluation of service provided to the public, users, and partner agencies (e.g., typed and audio recorded) and through direct observation on-the-job.

Emergency Communications Dispatchers are vital to the emergency services ecosystem and must staff the communications center all hours and all days, including nights, weekends, and holidays.

Function/Duties of Position Receive and rapidly triage and prioritize emergency and non-emergency telephone and radio calls for law enforcement and Facilities in a dynamic environment to determine appropriate action(s) to be taken.

Maintain and monitor status of law enforcement field units and assign requests for emergency and non-emergency services to the appropriate unit(s) utilizing a computer-aided dispatch terminal and radio system.

Maintain and thoroughly document accurate records of all events, written logs, and actions taken.

Effectively communicate with and maintain positive customer service with callers, users, co-workers, PSAPs, and other Police, Fire and EMS partners.

Required Qualifications High School Diploma or equivalent

Multi-line call center or telephone experience

1-year of customer service experience

1-year of computer data entry and retrieval of information or comparable experience

Operate a multi-line phone

Ability to effectively use oral and written communication in performance of duties and responsibilities.

Must pass a Medical Examination.

Must attend the Department of Public Safety Standards and Training (DPSST) Basic Telecommunications Academy and obtain Basic Telecommunicator Certification within 18 months after hire; Law Enforcement Data System (LEDS) certified within first 6 months of hire

Compliance with Code of Conduct, Respect in the workplace and Applicable policies, procedures and agreements related to position, department or OHSU as a whole

Must be able to perform the essential functions of the position with or without accommodation

Minimum of 1-2 years: dispatch or heavy customer service experience

Radio communications experience

9-1-1 Emergency Communications experience

Prior experience working with a Computer Aided Dispatch (CAD) application

Alarm monitoring

Ability to receive and prioritize both emergency and non-emergency calls for service.

Current DPSST Basic (or Intermediate or Advanced) Telecommunicator Certification

Current Law Enforcement Data System (LEDS) Certification

Additional Details Pay Range: $38.08 - $52.28 per hour

Emergency Communications Centers can be noisy at times due to phones, radio transmissions, and alarm monitoring.

Must have the ability to work shifts that span a 24-hour period (i.e., day, swing, and graveyard shifts), including weekends and holidays; must be able to work unscheduled and/or mandatory overtime, as required.

Emergency Communications Dispatcher positions are designated as Critical Function Personnel. Utilizing tools or equipment requiring a high degree of dexterity; take information from callers who may be excited, abusive, use profanity, are incoherent, drunk or hysterical, or may be experiencing a medical emergency or mental health crisis; must meet all physical standards as set forth by the State of Oregon to include visual acuity, hearing, speaking and basic physical health that provides the stamina to perform the duties of an Emergency Communications Dispatcher for long periods of time.