Job: Emergency Communication Specialist

Hiring & Retention Bonus
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.)   

Summary
An Emergency Communications Specialist (ECS) performs a variety of functions involved in receiving, processing, relaying, and dispatching calls for emergency and non-emergency public safety assistance via radio, telephone, text messaging, and other multi-media means. The ECS will appropriately assess situations, make critical decisions involving life-threatening situations and multi-tasking skills, and accurately process requests for assistance; operate a variety of telecommunications equipment including telephone, texting systems, computer-aided dispatch systems, radios, GIS and mapping solutions, and other office equipment utilized within an emergency communications center (ECC). Also responsible for entering, maintaining, retrieving, and accurately relaying information contained in CJIS Databases to law enforcement.

ECS perform all the duties of an (ECS1) with the additional responsibility of radio dispatching law enforcement, fire, and EMS personnel. This includes; entering call and first-responder data/records, maintaining call/response logs, and compiling call-related statistics. ECS must enter, maintain, retrieve, and accurately relay information contained in the CJIS databases to law enforcement. This is a safety-sensitive position that handles confidential information.

Physical and Environmental Conditions
Work is performed primarily in a secure emergency communications center. The noise level in the work environment is usually low to moderate. Reasonable accommodation in the work environment may be made to enable individuals with disabilities to perform the primary duties. Sometimes the work can be performed from remote work locations. The work level can fluctuate from minimal to fast-paced and high volume. The ECS deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction. The ECS may be asked to work scheduled shifts at any time of the day, on weekends, and holidays. Must be able to cope in a safe manner with stressful situations, emotional callers, irate responders, and unprofessional contacts.

Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting for long periods of time at the same workstation. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. The following physical activities are very or extremely important in accomplishing the job's purpose and/or performed on a daily basis: While performing the duties of this job, the ECS is required to sit or stand for prolonged periods. The ECS is regularly required to see, hear, talk, stand, twist, and use repetitive motions in the conduct of work. The ECS is also required to perform light lifting. The ECS is required to stay calm during stressful situations.

Primary Duties

• 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
• Coordinate 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. Teamwork is a vital component of success in this job.
• Take protective actions for first responders by providing life-safety information during responses such as officer down and MAYDAY calls.
• Provide assistance, information and directions to emergency and non-emergency callers; refer and/or transfer calls to outside agencies as appropriate.
• Retrieve criminal justice information from State and National computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles and other related information; relay information to officers in the field via radio, phone, or messaging applications.
• Enter automated records of activity into the computer; maintain a variety of logs relating to public safety dispatch activities; compile statistics on calls received.
• 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.
• Perform multiple tasks simultaneously.
• 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 a variety of telecommunications receiving and transmitting equipment.
• Read and interpret maps and other navigational resources.
• Establish and maintain accurate records, logs, and files.
• Work under pressure, exercise good judgment and make sound decisions in emergency situations.
• Interpret and apply Federal, State and local policies, laws and regulations.
• Understand and follow oral and written instructions.
• 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.

• 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.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• 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.

Why We Are Amazing:
At WestCO Dispatch, you’ll find a culture of creativity and innovation where being open to new ideas can only encourage and foster our service environment. Some of our perks include flexible scheduling and a discounted Community Recreation Center membership(s).

Our benefits include affordable medical, dental, and vision plans; annual employer HSA contributions; up to 8% retirement plan match; generous vacation and sick leave; ongoing training and education; higher education, and certification reimbursement.

Selection Process:
Please read through the screening questions on the last page of the application carefully. Due to the nature of this position, you must be able to answer NO truthfully to continue forward in the process. All successful applicants will then be moved through a critical virtual test, an integrity interview, an oral board, a background check, and a pre-employment drug screen. For more information on the selection process, you can reach out to Katey Crowley at [email protected]

Late applications will not be accepted. All candidates are subject to a pre-employment background check and drug screen. The City of Montrose is an Equal Opportunity Employer and participates in E-Verify to verify the identity and employment eligibility of all persons hired. 

**Disclaimer: The duties and responsibilities described above are not a comprehensive list and additional tasks may be assigned to the employee, time to time; the scope of the job may change as necessitated by business demands. Click “View Application” below for more detail on this specific job.