Emergency Communications Specialist - I

This position provides a critical link in the delivery of public safety service, being the first and most important contact with the citizen needing help. This position must remain calm, show empathy, convey reassurance, and instill confidence that the proper response to callers' needs will result.  Communications Officers also serve field responders and support agencies, ensuring their safety and mitigating necessary resources for optimum job performance. The employee is required to deal with sensitive information in a discreet and professional manner and report directly to the Supervisor.

Communications Officers perform specialized technical communications work in the operation of the Madison County 911 Center; they receive incoming emergency and non-emergency calls and dispatch appropriate agencies and/or personnel as required. Incumbents must develop a rapid and accurate sense of call interpretation and decision-making/problem-solving skills during stressful situations, process multiple calls simultaneously, and initiate a sequence of time-sensitive actions. Telecommunications work involves the exercise of independent judgment and initiative while adhering to departmental, local, and national standards and policies. Communications officers must establish and maintain effective working relationships with co-workers, agency personnel, and the general public; and ensure that performance meets a high standard of customer service. 
 

(Examples illustrate various types of work performed, work assignments may vary depending on the department's needs and will be communicated to the applicant or incumbent by the supervisor.)

• Answer emergency and non-emergency calls for service, gather accurate information needed to assist callers and simultaneously enter this information into computer systems.
• Calm, question, and provide instructions to callers using dispatch protocol systems; provide emergency assistance to callers until responders arrive when needed.
• Determine public safety agency responsible for responding to calls for assistance, dispatch appropriate units using radio and pager systems; accurately relay all appropriate and necessary information to responders.
• Continually update information as it is received, through documentation and verbal communication with responders, to include follow-up and updated statuses of calls.
• Monitor multiple radio channels, handle multiple radio traffic, process multiple calls; process calls and radio simultaneously as volume requires; prioritize multiple calls for service.
• Operate various communications equipment including computer-assisted dispatch terminal, and other reporting software accurately enters and retrieves data.
• Monitors and operates TDD/TTY to communicate with hearing-impaired callers.
• Notify additional personnel and/or support agencies as directed by field personnel, departmental policies, supervisor, or anticipation of needs.
• Track availability and status changes of all field units, including accurate tracking in computer systems; maintain a log of radio traffic on events, noting abnormal occurrences, documenting and responding to additional requests.
• Assist outside agencies when needed, ensuring a high level of service to ALL Madison County callers.
• Maintain a positive customer service attitude at all times with the public, user agency members, co-workers, and supervisors;
• Remain calm, show empathy, convey reassurance, and exhibit a demeanor that instills confidence the caller will receive a proper response to their needs;
• Work shift work encompassing a 24-hour day, seven-day week; inclusive of odd hours, days, evenings, nights, weekends, and holidays.
• May be required to be on-call, remain on duty after shift end and respond to emergency situations at any time.
• Must be reliable and dependable, reporting for work on a consistent and punctual basis.
• Maintain certification requirements, actively self-study during downtime, and complete department-mandated training and/or administrative duties.
• Remain current on all CFD information including policy changes or updates, and information disseminated from superiors; ensure that actions follow the most up-to-date direction.
• Perform emergency or disaster-related duties as assigned.
• Perform additional duties consistent with role and function as assigned.

• Contacts are made both inside and outside the organization. Internal contacts frequently include co-workers, Supervisors, Administrative personnel, and support agencies.
• External contacts may include outside vendors, governmental personnel, visitors, trainers, professional colleagues, and citizens. 
• This position is representative of Madison County, it is critical that all interactions are respectful and professional.
• Interactions tend to focus on information exchange and the receiving and giving of procedural changes. 
• Interpersonal communication should occur whenever information exists that could impact another individual or agency's knowledge or performance.

Education and Experience:

• High School Diploma or GED.
• Some experience in emergency dispatch, administrative support, customer service, or related field.
• Any combination of education, experience, special qualifications, and training that provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work.
• Minimum typing score of 35 words per minute (WPM).
• A minimum passing score of 85% on Criticall Test.

• Knowledge of Madison County geography, Volunteer Fire Department service areas, City and County jurisdictional boundaries.
• Knowledge of the E-911 system and related laws and regulations.
• Knowledge of telecommunications devices for the deaf (TDD) and related systems.
• Knowledge of International Academy of Emergency Dispatcher protocols and practices.
• Knowledge of protocols, practices, and procedures of public safety emergency operations, including dispatching techniques, and equipment operations.
• Knowledge of current CFD policies and procedures, and Madison County Employment Policies.
• Ability to think, act, and speak clearly, quickly, and calmly in emergency situations;
• Ability to prioritize calls according to the level of need and importance.
• Ability to deal effectively with people in a multi-cultural society under extremely stressful situations.
• Ability to answer a multi-line telephone, including 911 lines, and radio traffic simultaneously.
• Ability to prepare accurate and reliable reports containing information pertinent to calls for service.
• Ability to remember numerous details and quickly recall essential information.
• Ability to perform multiple time-sensitive tasks with a high degree of accuracy.
• Ability to work under stress; be a team player and establish good working relationships; maintain self-control under stressful circumstances.
• Ability to disseminate complete and accurate information in a logical and timely manner, both orally and in writing.
• Work up to sixteen (16) hours at a time continuously wearing a communications headset that will cover one ear or fit within the ear canal of one ear, and be able to hear and understand other outside sound sources not coming to the earpiece.
• Ability to be available for shift work on short notice during emergency situations or staffing shortages.
• Ability to operate a personal computer using standard or customized software applications appropriate to assigned tasks.
• Ability to make rational decisions through sound logic and deductive processes.