Emergency Communications Officer

About the role

The City of Richmond Department of Emergency Communications is seeking qualified candidates for entry‑level and experienced 9‑1‑1 Emergency Communications Officer positions. Officers work in a fast‑paced, high call‑volume 9‑1‑1 operations center that operates 24 hours a day, 365 days a year. The role involves receiving, prioritizing, and dispatching emergency and non‑emergency calls, monitoring radio frequencies, and performing related data‑entry and administrative duties. Employees are part of a Uniformed Operations team and may be required to wear appropriate uniforms.

Responsibilities

• Receive and prioritize all incoming calls and texts to the 9‑1‑1 Operations Center, entering information into the computer‑aided dispatch (CAD) system.
• Dispatch and coordinate public‑safety responses ranging from routine to critical incidents.
• Monitor multiple radio frequencies and relay emergency and non‑emergency information to field personnel.
• Perform data entry, word processing, and related administrative duties as assigned.
• Conduct quality‑assurance checks for calls and create monthly reports.
• Develop and deliver training programs and provide employee feedback and training recommendations.
• Maintain compliance with protocols, service standards, and state‑mandated certification programs.

Minimum Qualifications

• High School Diploma or GED.
• At least one year of communications or dispatch experience, or two years of related experience (or an equivalent combination of training and experience approved by the department).

Preferred Qualifications

• One year of experience in a fast‑paced customer‑service environment.
• Strong verbal, written, and listening communication skills.
• At least one year of experience in a 9‑1‑1 environment.
• Two‑way radio or communications experience.

Licensing, Certifications, and Other Requirements

• Pass an initial skills assessment.
• Obtain VCIN/NCIC certification as assigned.
• Pass a critical skills examination and suitability assessment.
• Complete an extensive background investigation, including local, state, and federal criminal checks, medical screening, psychological evaluation, and polygraph examination.
• Be available for day, evening, or midnight shifts, up to 12‑hour regular shifts, including weekdays, weekends, and holidays.
• Mandatory overtime and on‑call duty for inclement weather, natural disasters, or emergencies.
• Successfully complete all state‑mandated certification programs within department‑established time frames (e.g., NCIC/VCIN, Department of Criminal Justice Service Telecommunications certification).
• Maintain a clean criminal record that permits possession of VCIN and NCIC certifications per CJIS Security Policy.

Knowledge

• Basic dispatch codes, standard abbreviations, and industry terminology used by EMS, fire, and law‑enforcement agencies.
• Safety and security procedures.
• Department policies and procedures related to emergency communications, disasters, and special responses.
• Electronic databases and software applications such as CentraCom, OpenFox, RMS, LiveMUM, VCIN, NCIC, and CAD systems.
• Equipment types for fire and police radios.
• Jurisdictional boundaries, thoroughfares, landmarks, public buildings, and waterways throughout Virginia.
• Map reading and relevant rules, regulations, and safety procedures (e.g., CPR, First Aid).

Skills

• Answer calls within ten seconds and dispatch within allotted timeframes based on priority.
• Operate multiple pieces of equipment simultaneously (e.g., phone and up to six computer screens).
• Conduct quality‑assurance reviews of calls.
• Communicate effectively with internal and external departments.
• Create monthly reports and develop training programs.
• Ensure compliance with protocols and service standards.
• Read, write, and translate Spanish when required.
• Type at least 85 words per minute.
• Demonstrate strong oral and written communication.

Abilities

• Show empathy and compassion while remaining calm under stress.
• React quickly yet maintain composure during stressful situations.
• Follow standard procedures and established practices.
• Multi‑task effectively in a high‑volume environment.

Benefits

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Pay

Starting pay is $28.18 per hour.

Schedule

Work schedules include twelve‑hour day or overnight shifts, with required coverage on weekends and holidays. Employees must be available for mandatory overtime, on‑call duty, and emergency response during inclement weather or natural disasters.