Emergency Communications Officer

Nestled in the foothills of the majestic Rocky Mountains, Pocatello offers a perfect blend of work and play. With a semi-arid climate, you can experience the best of all four seasons, from hiking and skiing to fishing and camping. Plus, you're just a short drive away from Yellowstone National Park, Grand Teton National Park, Lava Hot Springs, and other must-visit destinations.

About the role

The Emergency Communications Officer (ECO) receives and processes emergency and non-emergency calls, dispatches police, fire, medical, enters court paperwork, and prioritizes and responds to requests from the public, responders, and administration. The ECO uses multi-line telephone systems to handle incoming 911, non-emergency, and administrative lines, obtains information from callers, and enters it into a computer for triage and dissemination to responders. During medical emergencies, ECOs use approved scripted call-taking methods to provide lifesaving instructions, including Emergency Medical Dispatching (EMD) certified through the International Academies of Emergency Dispatch (IAED).

ECOs evaluate and prioritize requests for emergency and non-emergency services, monitor and relay information to responders using radio and computer, and dispatch units for police, fire, and medical response. The role requires maintaining collaborative working relationships with officials, city employees, organizations, and the public. The communication center is staffed 24/7, requiring shift work including nights, weekends, and holidays.

ECOs who complete training, an introductory period, and acquire EMD, NCIC/Ilets, and POST certifications are eligible for an IAED ACE pay incentive by meeting or exceeding IAED ACE Standards of Performance. Performance is assessed quarterly, with changes applied at the beginning of each quarter. Standards are set by IAED and provided to all ECOs as updates occur.

Applicants are subject to Idaho POST Rules for Eligibility, IDAPA 11.11.01-055 (01-08), which includes considerations for prior marijuana use.

Responsibilities

• Receives, evaluates, and prioritizes requests for emergency and non-emergency service from the public, police, fire, and emergency medical services agencies, determining the nature, location, and other related information.
• Dispatches fire units, police units, ambulances, and other necessary emergency and non-emergency equipment and personnel to aid responders in the field or the general public.
• Prioritizes calls in accordance with established policies and procedures and enters requests into the computer-assisted dispatch system.
• Maintains telephone contact with callers in evolving situations until the arrival of personnel who take control of the incident.
• Handles calls requiring calming emotionally upset individuals, responding to irate and abusive callers, and assisting callers with communication challenges.
• Determines caller condition from phrasing, vocal stress, and level of cooperation to provide an appropriate response ensuring the safety of the caller and responders.
• Enters and retrieves information from computers and files to assist officers with investigations.
• Maintains an accurate log of calls, activities, reports, requests, and related information.
• Retrieves and provides information from the National Crime Information Center (NCIC) to requesting field units.
• Keeps immediate supervisor and designated others informed concerning work progress, including present and potential work problems and suggestions for improvement.
• Provides assistance, information, and answers questions from the public.
• Performs other duties as assigned.

Requirements

• High school diploma or GED.
• Customer service experience in stressful situations is helpful.
• Successful completion of Police Department background check, CVSA, and drug screening is required.
• Subject to Idaho POST Rule for Eligibility, IDAPA 11.11.01-055 (01-08), which includes considerations for prior marijuana use.

Certifications

• Required within three (3) months (training provided):
  • Idaho Law Enforcement Teletype System (ILETS)
  • NCIC Certification
• Required within four (4) months (training provided):
  • Emergency Medical Dispatch Certification
  • CPR Certification
• Required within eighteen (18) months (training provided):
  • Idaho POST Certification (Out-of-state POST certifications are subject to Idaho POST Challenge rule, IDAPA 11.11.01-059)

An equivalent combination of education and experience that provides the required skills, knowledge, and abilities may be considered.

Qualifications

Knowledge of:

• Current communications, dispatch, and computer systems.
• Telephone call-handling techniques.
• Customer service techniques.
• Radio transmission procedures to produce effective communication.
• Federal (FCC), City, Department, and other applicable policies, rules, and regulations.
• Police, fire, and emergency medical dispatch procedures.
• Geographical layout of the city and surrounding areas.
• Department organization, policies, and procedures.
• Specialized and computer-aided dispatch (CAD) operating systems and multi-line telephone systems.
• Operation of a personal computer and job-related software.
• Federal regulations and City policies regarding safe work practices.
• Continued training, complying with Idaho ADA Rules.

Skills and Abilities:

• Maintain confidentiality of sensitive information.
• Fast, efficient, and accurate response to emergency and non-emergency situations.
• Calm demeanor, ability to "think on your feet," and listen carefully to comprehend and disseminate information quickly.
• Make decisions related to dispatching emergency personnel under stressful work conditions.
• Establish and maintain effective working relationships with supervisors, subordinates, other city employees, and the general public.
• Communicate clearly and concisely, orally and in writing.
• Operate specialized computer-assisted dispatch (CAD) communications equipment, criminal information retrieval systems, and multi-line telephone systems.
• Prepare accurate and grammatically correct written documents.
• Respond to citizen requests courteously and effectively; demonstrate empathy and de-escalation skills.
• Operate a personal computer and job-related software and applications.
• Multi-task; toggle between several tasks quickly, such as recording information in a computer system while talking to responders and communicating responders' needs to team members.
• Communicate effectively in the English language at a level necessary for efficient job performance.
• Perform all duties in accordance with City and State policies and procedures with regard for personal safety and that of other employees and the public.

Physical Requirements

• Frequently required to stand, walk, and sit for extended periods of time.
• Requires hand/finger dexterity to handle materials, manipulate control mechanisms, keyboard, radio equipment, and reach with hands and arms.
• Requires operation of a computer and job-related equipment.
• Must occasionally lift and/or move up to 25 pounds with assistance.
• Sufficient visual acuity and hearing capacity to perform essential functions, communicate clearly and effectively, and interact with the public.
• May be impacted by fast-paced and stressful emergency conditions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Schedule

• 40-hour work week, either ten-hour shifts (Monday–Thursday) or twelve-hour shifts plus four hours (Friday–Sunday + 4-hour shift during the week).
• Shift work required, including nights, weekends, and holidays.

Benefits

• Medical, prescription, dental, and vision coverage.
• Life Insurance.
• PERSI Retirement and PERSI Choice 401(k).
• 457 Retirement Planning.
• HRA VEBA Contributions.
• Employee Assistance Program.
• Flexible Spending Accounts (Medical and Dependent Care).
• Vacation and sick time.
• 11 paid holidays.
• Education Assistance.
• Employee Wellness Program.
• Public Service Loan Forgiveness (PSLF) Eligible Employer.