Emergency Communications Specialist

“Douglas County Dispatchers are the 24/7 lifeline of our deputies. They may not physically be on scene, but the information they provide, the calmness they bring, and their unconditional support are paramount to our deputies' safety and success. We value our dispatchers immensely.”

                                                                               -Sergeant, Douglas County Sheriff’s Office

*** Please Note:  Applications are reviewed on a regular basis and hiring may occur early in the recruitment process.  Individuals are encouraged to apply immediately.  Applicants are required to complete an official Douglas County application that can be found on our Job Opportunities webpage.**** 

• Provides public safety dispatch services for emergency and non-emergency purposes for various agencies such as Douglas County Sheriff's Office, East Fork Fire Protection District, Tahoe-Douglas Fire Protection District, Washoe Tribal Police, and Alpine County's Sheriff, Fire and Medical services; takes emergency and non-emergency calls for animal control and general improvement districts and other utilities; keeps track of a wide variety of public safety responders, resources, personnel, incidents and trends.
• Receives, screens, and takes appropriate action on all emergency service calls to include 911 calls from the public requesting law enforcement, fire and EMS; determines nature and location of emergency, determines priority, dispatches emergency responders/units as necessary in accordance with established department policies and procedures; relays pertinent information to law enforcement and emergency services in a concise, organized and understandable manner.
• Enters emergency assistance call information into the Computer-Aided Dispatch system  (CAD); determines location of call; inputs information into the NCJIS and NCIC systems; enters data for reports and records, processes forms and record files; queries system databases as requested; maintains records and files in accordance with established standards.
• Provides information, instructions and assistance to the public within scope of authority; provides detailed call information to first responders as needed; maintains status and awareness of unit locations; monitors message traffic and relays information as required.
• Receives and relays information regarding incidents and other activities to appropriate agencies and staff.
• Notifies key County staff on critical incidents; follows all Department policies and procedures to assure that first responder and public safety is the top priority; contacts other law enforcement and emergency services agencies for additional information and resources as needed.
• Performs inquiries and criminal history checks for law enforcement staff through NCIC and NCJIS systems; collects statistical data for reports; updates and ensures the accuracy of database.
• Receives and processes non-emergency calls; interviews callers and gathers information, prioritizes calls for service, and determines appropriate staff to respond; dispatches emergency responders if appropriate; transfers calls as appropriate.
• Deals with sensitive information in a discrete and professional manner ensuring confidentiality; maintains a positive customer service attitude at all times with the public, user agencies, co-workers and supervisors.
• Assists in the development and training of staff; attends in-service training sessions as required.
• Participates in the Quality Assurance Program as required by reviewing medical and fire calls for service compliance to IAED and Douglas County standards; provides leadership, training and updates to team members as required.
• Represents the County with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.
 
Education and Experience:
High School diploma/GED AND one (1) year of customer service experience (in person or by phone); 2 or more years of full time general work experience OR an equivalent combination of education, training and experience AND satisfactory completion of Basic ECS Training Program within 12 months of hire.

This job classification has been identified as affecting public safety. Persons offered employment in this position must submit to a pre-employment questionnaire and a public safety background check, which includes submitting fingerprints for a local, state, and national criminal background check, as well as an audio/hearing assessment.

Qualified applicants must pass an online, computerized examination that evaluates the ability to multi-task, listen and comprehend, and follow instructions under stressful conditions similar to what is encountered on the job as an Emergency Communications Specialist.  Qualified applicants will also be invited to a sit along in the Communications Center to observe the work being performed in real time.

• Radio-telephone operations and procedures.
• Procedures used in operating Computer Aided Dispatch and 9-1-1 systems.
• Policies and procedures of receiving and processing emergency calls.
• Computer systems/software currently used in the Communications Center.
• Geographic features and directional information.
• General law enforcement codes, practices and methods.
• Call screening techniques and phone etiquette.
• Standard office practices and procedures, including records management.
• Communicating effectively in oral and written forms.
• Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone. 
• Performing the full range of public safety dispatching and 9-1-1 duties.                                                                                               

• Working under pressure, exercising good judgment and making sound and timely decisions in emergency and non-emergency situations.
• Understanding and following oral and written instructions.
• Communicating clearly and concisely in writing during emergency and non-emergency situations.
• Recalling, identifying, and categorizing information.
• Effectively listening to, communicating with, and eliciting information from upset, emotional and irate individuals.
• Dealing successfully with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone.

• International Academy of Emergency Dispatch (EFD, EPD, EMD)
• National Center for Missing & Exploited Children
• National Incident Management System (NIMS)
• National Crime Information Center (NCIC)
• Nevada Criminal Justice System (NCJIS)

1. Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation. 
2. Employment is contingent upon successful completion of background/screening. 
3. Douglas County participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each applicant's Form I-9 to confirm work authorization.  All candidates who are offered employment must complete Section 1 of the Form I-9 along with the required proof of their right to work in the United States and proof of their identity prior to starting employment.  Please be prepared to provide required documentation as soon as possible after the job offer is made.