Emergency Communication Specialist

About the role

This position is eligible for hiring and retention bonuses totaling $3,000.00 ($1,500.00 following completion of training and $1,500.00 paid out after the one (1) year anniversary date of hire.)

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, and dispatch units according to policy.
• 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 en route.
• Operate a variety of public safety communications equipment including a multi-channel radio, 911 emergency telephone equipment, text-to-911 equipment, advanced location systems, computer-aided dispatch systems, instant recall recorders and paging and intercom systems.
• 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.
• Provide assistance, information and directions to non-emergency callers; refer and/or transfer calls to outside agencies as appropriate.
• Cookout coordination and relay information and assistance requests involving other law enforcement 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.
• Effectively communicate, orally and in writing, with members of the public as well as internal team members.
• Take protective actions for first responders by providing life-safety information during responses such as officer down and MAYDAY calls.
• Review policy and procedures with trainees; work directly with trainee on shift to ensure proper techniques, call routing, and appropriate level of response; may provide input to supervisors on trainee progress as requested.
• May deploy to the scene of planned events, major emergencies, or ongoing incidents; attend assigned trainings and meetings.
• Perform other duties of a similar nature or level.

Qualifications

• Accurately type 7,000 keystrokes per hour.
• 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.
• 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.
• Work all shifts of a 24-hour per day period, 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.
• Operate and use modern office equipment including computer 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.

Experience and Licenses/Certificates

• Must be 18 years of age or older.
• Must pass a background investigation that meets all local, state, and federal requirements as well as be without felony convictions.
• High school diploma or G.E.D.
• Must be able to complete the Western Colorado Regional Dispatch Center's Communication Training Officer Call Taking Training within one year of employment.
• Possession of, or ability to obtain Emergency Medical Dispatch certification within one year.
• Possession of, or ability to obtain, Colorado Crime Information Center Computer Operator certification.