Emergency Communications Specialist

General Purpose:

Works in the Emergency Communications Center to perform a variety of functions involved in receiving and relaying calls for emergency and non-emergency public safety assistance; appropriately assess situations, make critical decisions involving life threatening situations and multi-tasking skills, and accurately process requests for assistance; operate a variety of telecommunications equipment including radio, telephone and computer aided dispatch systems.

Essential Duties and Responsibilities:

•Receive and prioritize emergency and non-emergency calls and digital requests for help 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 procedures such as CPR, childbirth, or controlling of blood loss while emergency medical services are enroute.

•Operate a variety of public safety communications equipment including 911 emergency telephone equipment, radio communication systems, text-to-911 equipment, advanced location systems, computer aided dispatch systems, instant recall recorder and paging and intercom systems.

•Coordinate and relay information and assistance requests involving law enforcement, EMS, and fire-fighting agencies; coordinate and assign resources as necessary in emergency and non-emergency situations; maintain contact with all units monitoring status and location of police, fire and emergency medical service units.

•Enter service requests into computer-aided dispatch system via keyboards to provide needed data to other dispatchers and responding units/agencies.

•Provide assistance, information, and directions to non-emergency callers; refer and/or transfer calls to outside agencies as appropriate.

•Effectively communicate, orally and in writing, with members of the public as well as internal team members. Teamwork is a vital component of success in this job.

•Take protective actions for first responders by providing life-safety information during responses.

•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 Emergency Communications Center (ECC) personnel, field responders and others.

•Enter records of activity into the computer; maintain a variety of logs relating to public safety telecommunications activities; compile statistics on calls received.

•Perform other duties of a similar nature or level or as assigned by supervisory staff.

Other Duties and Responsibilities:

These are duties/responsibilities the person performs which are not central to the job or the reason why the position exists or are duties shared with other employees.

Job Qualifications

Required Education and Experience:

•While not required, some emergency communications or dispatch experience is desirable.

•Minimum Qualifications include graduation from high school or general equivalency development (G.E.D.) and the ability to communicate both verbally and in writing.

•Possession of, or ability to obtain Emergency Medical Dispatch certification.

•Possession of, or ability to obtain, Colorado Crime Information Center Computer Operator certification.

Other Necessary Requirements:

The minimum certifications needed to perform the job.  May also include preferences.

Necessary Knowledge, Skills and Abilities:

Must know or be able to learn:

• Operations, services and activities of a emergency communications center.
• Operational characteristics of modern public safety telecommunications equipment including
• computer aided dispatch systems, phone, video, radio, text, mapping and other systems. Techniques of questioning for both emergency and non-emergency calls.
• Dispatching techniques with use of radio system for communicating and receiving information. Customer service principles and problem resolution techniques.
• Principles and practices of record keeping and documentation. Geographic features and locations within the area served.
• Modern office technology and equipment, including computers and related software applications. Applicable tools and equipment operations.
• Applicable Federal, State and local codes, laws and regulations.

Ability to:

• Work a rotating schedule including nights, weekends, and holidays to ensure 24/7 coverage. Remain subject to callback and holdover to maintain minimum staffing 24/7.
• English usage, spelling, grammar and punctuation.
• Respond to and resolve difficult and sensitive citizen inquiries and complaints. Effectively communicate and elicit information from upset and irate callers.
• Establish priority of emergency situations. Perform multiple tasks simultaneously.
• 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.
• 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.
• Understand and follow oral and written instructions.
• Operate and use modern technology including computers and various software applications. Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Must pass a background investigation that meets all local, state, and federal requirements as well as be without felony convictions.
• English Language Comprehension - Requires the ability to listen to, read, understand and communicate the English language so that others are able to understand.  This must be done both orally and in writing, at the level appropriate for the position held.

Working Conditions

Work Environment:

The job is performed in the following working environment:

Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. The employee deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction.

The Emergency Communications Specialist may be asked to work scheduled shifts at any time of the day and on weekends and holidays. Must be able to cope in a professional manner with stressful situations, emotional callers, responders and unprofessional contacts

Physical Activities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The job is characterized by:

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves staying at a console position most of the time, either sitting or standing. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

The following physical activities are very or extremely important in accomplishing the job’s purpose and/or performed daily:

While performing the duties of this job, the employee is required to sit or stand for prolonged periods. The employee is regularly required to see, hear, talk, stand, twist and use repetitive motions in the conduct of work. The employee is also required to perform light lifting. The employee is required to stay calm during stressful situations.

Tools and Equipment Used:

Must be capable of operating computer programs in use by the ECC and demonstrate a proficiency in computer keyboarding.

Supervision Received:

Works under the general supervision of the Executive Director and direct supervision by the Communications Supervisors or a senior Emergency Communications Specialist.

Supervision Exercised:

Generally None. May supervise temporary staff or give assignments and direction to staff in training.