Emergency Communications Officer

Emergency Communications Officer (ECO) position focused on receiving and processing emergency and non-emergency calls, dispatching police, fire, and medical services, and entering court paperwork. The role involves prioritizing and responding to requests from the public, responders, and administration.

About the role

The ECO uses multi-line telephone systems to handle incoming 911, non-emergency, and administrative calls. They obtain and enter information into computer systems for triage and dissemination to responders. During medical emergencies, ECOs provide life-saving instructions using approved scripted call-taking methods (Emergency Medical Dispatching, EMD) and are trained through the International Academies of Emergency Dispatch (IAED). ECOs evaluate and prioritize requests for services, monitor and relay information to responders via radio and computer, and dispatch units for police, fire, and medical response. Radio traffic is logged to document location, call information, activity, and responder requests.

The communication center operates 24/7 with minimum staffing requirements. The role requires maintaining collaborative working relationships with officials, employees, organizations, and the public.

Schedule

Shift work is required, including nights, weekends, and holidays. The work schedule consists of a 40-hour work week, either:

• Ten-hour shifts (Monday–Thursday), or
• Twelve-hour shifts (Friday–Sunday) plus a four-hour shift during the week.

Pay

ECOs who complete training, introductory period, and acquire all EMD, NCIC/Ilets, and POST certifications are eligible for an IAED ACE pay incentive by continuing to meet or exceed IAED ACE Standards of Performance. Performance is assessed quarterly, and eligibility may change based on adherence to standards set by IAED.

Requirements

• High school diploma or GED.
• Customer service experience in stressful situations is helpful.
• Successful completion of a Police Department background check, CVSA, and drug screening.
• Subject to Idaho POST Rule for Eligibility, IDAPA 11.11.01-055 (01-08), including prior marijuana use considerations.
• An equivalent combination of education and experience may be considered if it provides the required skills, knowledge, and abilities.

Certifications

Training is provided for the following certifications:

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

Responsibilities

• Receives, evaluates, and prioritizes requests for emergency and non-emergency services from the public, police, fire, EMS, and other callers, determining the nature, location, and related details of incidents.
• Dispatches fire units, police units, ambulances, and other necessary emergency and non-emergency equipment and personnel.
• Prioritizes calls according to established policies and procedures and enters requests into the computer-assisted dispatch system.
• Maintains telephone contact with callers in evolving situations until responders arrive.
• Handles calls involving emotionally upset, irate, abusive, or communication-challenged individuals.
• Assesses caller condition through phrasing, vocal stress, and cooperation level to ensure proper response and safety of callers and responders.
• Enters and retrieves information from computers and files to assist officers with investigations.
• Maintains accurate logs of calls, activities, reports, requests, and related information.
• Retrieves and provides information from the National Crime Information Center (NCIC) to field units.
• Keeps supervisors and designated personnel informed concerning work progress and potential issues.