Emergency Communications Specialist
City of Thornton, Brighton, CO, United States
Job Summary
Under general supervision, provides 24‑hour emergency
on‑emergency dispatch services.
Key Responsibilities
Answer, evaluate, and prioritize incoming emergency and non‑emergency phone calls on multiple phone lines; process and utilize the radio system to ensure proper deployment of police, fire, and EMS emergency units; retrieve and disseminate accurate information.
Evaluate all incoming criminal, medical and fire‑related calls to ensure proper police, fire and medical response.
Gather all necessary information vital to officer response and safety.
Retrieve, interpret and relate information to and from the computerized dispatch system.
Perform crisis intervention with distraught callers during high‑risk situations until appropriate emergency field units arrive on scene.
Operate computer equipment and query, enter, cancel and modify information in the state and national crime computer system as required.
Prioritize citizen requests for emergency services and dispatch personnel.
Maintain contact, status, and location of police and fire field units; initiate further emergency action as required.
Maintain accurate Emergency Communications Center call status records.
Refer non‑emergency citizen calls to appropriate agency within the city.
Maintain confidentiality of information consistent with applicable federal, state and city rules and regulations.
Monitor surveillance cameras throughout the department, including booking area, court security, and holding cells, and request assistance when necessary; operate door access control panels for secured areas of police building.
Monitor and respond to police building and other city facilities’ alarm systems.
Work a varying schedule and/or shift; may be required to work overtime.
Maintain city geography and jurisdiction knowledge; assist field units and provide additional call service information as requested.
Provide training to departmental and non‑departmental individuals; train new personnel on job responsibilities of Emergency Communications Specialists.
Manage manpower and resources for police, fire and EMS units.
Perform other duties as assigned.
Education / Experience
High school diploma or GED; two‑years of experience involving customer service, multi‑tasking and problem solving in a fast‑paced environment or six months experience as a City of Thornton Communications Center Recruit.
Bilingual preferred.
Equivalent combinations of education and experience may be considered.
Licensing / Certification Requirements
Must be able to obtain and maintain Colorado certification of CCIC/NCIC operation, Emergency Medical Dispatching certification (EMD), CPR, and First Aid certification within six months of employment.
May need the ability to travel to various locations in a timely manner as the job requires.
Successful completion of City of Thornton CritiCall test.
Knowledge, Skills, and Abilities
Knowledge of policies, procedures and goals of the city of Thornton and the department.
Knowledge of city of Thornton Police Department Standard Operating Procedures.
Knowledge of city of Thornton Fire Department and EMS pertinent directives, guidelines and standards.
Knowledge of the operations and standard operating procedures of a law enforcement agency.
Knowledge of basic report preparation, writing and record keeping.
Skill in understanding basic criminal classifications and civil situations.
Skill in analyzing complex situations and coordinating appropriate responses.
Skill in preparing clear and concise verbal instructions in an emergency situation.
Skill in the operation of a 2‑way radio.
Ability to operate or monitor various security devices such as video monitors, alarm systems, and intercom/paging equipment.
Ability to monitor video screens, alarms, and secured areas.
Ability to attend continuing education training to include off‑site training programs.
Ability to testify in court by subpoena as required.
Ability to effectively and efficiently interview people in a state of crisis via telephone or Teletype Device for the Deaf (TDD).
Ability to perform multiple tasks simultaneously.
Ability to courteously respond to emergency situations and needs.
Ability to comprehend and apply applicable laws, codes and regulations.
Ability to establish and maintain control of situations as they develop and react quickly and calmly in emergency situations.
Ability to uncover important and relevant information about a problem through conversation, questioning or discussion.
Ability to read maps and provide directions.
Ability to exercise independent judgment and discretion.
Ability to work days, nights, weekends and holidays as essential personnel.
Ability to relate and interact with others in a positive manner that results in cooperation, motivation, positive morale, mutual respect and common benefit.
Ability to listen well and communicate effectively orally and in writing with various audiences.
Ability to spell accurately.
Ability to use standard office and dispatch equipment, computer equipment, CAD and software, including word processing, database management, spreadsheet applications and electronic mail.
Ability to establish and maintain effective working relationships with city employees, other law enforcement and fire agencies, community members and the general public.
Physical and Mental Requirements
This is a safety‑sensitive position. While performing the essential duties of this job, the employee is required to finger, grasp, talk, hear and make repetitive motions. The position is mostly sedentary work; exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. The employee is required to have close visual acuity.
Selection Process
Examinations may include but are not limited to application screening beyond minimum qualifications; written, oral, practical exercise or any combination thereof or other job‑related assessment deemed appropriate by Human Resources. Background investigations, credit report and/or driving record review, drug screen, physical and/or psychological examination may be required.
Benefits
Paid time off: 8 hours of sick leave and 10 hours of annual vacation leave accrued each month; paid holidays plus 2 floating holidays; front‑loaded vacation.
Shift differential pay: $1.00 per hour.
Step pay program: maximum pay range reached within 5 years.
Multilingual pay for Spanish, ASL, and/or Hmong up to $1,200 per year.
Tuition reimbursement up to $3,000 per year.
Wellness programs: paid days off, volunteer opportunities, EAP program, and free recreation center passes for employees and immediate family members.
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Under general supervision, provides 24‑hour emergency
on‑emergency dispatch services.
Key Responsibilities
Answer, evaluate, and prioritize incoming emergency and non‑emergency phone calls on multiple phone lines; process and utilize the radio system to ensure proper deployment of police, fire, and EMS emergency units; retrieve and disseminate accurate information.
Evaluate all incoming criminal, medical and fire‑related calls to ensure proper police, fire and medical response.
Gather all necessary information vital to officer response and safety.
Retrieve, interpret and relate information to and from the computerized dispatch system.
Perform crisis intervention with distraught callers during high‑risk situations until appropriate emergency field units arrive on scene.
Operate computer equipment and query, enter, cancel and modify information in the state and national crime computer system as required.
Prioritize citizen requests for emergency services and dispatch personnel.
Maintain contact, status, and location of police and fire field units; initiate further emergency action as required.
Maintain accurate Emergency Communications Center call status records.
Refer non‑emergency citizen calls to appropriate agency within the city.
Maintain confidentiality of information consistent with applicable federal, state and city rules and regulations.
Monitor surveillance cameras throughout the department, including booking area, court security, and holding cells, and request assistance when necessary; operate door access control panels for secured areas of police building.
Monitor and respond to police building and other city facilities’ alarm systems.
Work a varying schedule and/or shift; may be required to work overtime.
Maintain city geography and jurisdiction knowledge; assist field units and provide additional call service information as requested.
Provide training to departmental and non‑departmental individuals; train new personnel on job responsibilities of Emergency Communications Specialists.
Manage manpower and resources for police, fire and EMS units.
Perform other duties as assigned.
Education / Experience
High school diploma or GED; two‑years of experience involving customer service, multi‑tasking and problem solving in a fast‑paced environment or six months experience as a City of Thornton Communications Center Recruit.
Bilingual preferred.
Equivalent combinations of education and experience may be considered.
Licensing / Certification Requirements
Must be able to obtain and maintain Colorado certification of CCIC/NCIC operation, Emergency Medical Dispatching certification (EMD), CPR, and First Aid certification within six months of employment.
May need the ability to travel to various locations in a timely manner as the job requires.
Successful completion of City of Thornton CritiCall test.
Knowledge, Skills, and Abilities
Knowledge of policies, procedures and goals of the city of Thornton and the department.
Knowledge of city of Thornton Police Department Standard Operating Procedures.
Knowledge of city of Thornton Fire Department and EMS pertinent directives, guidelines and standards.
Knowledge of the operations and standard operating procedures of a law enforcement agency.
Knowledge of basic report preparation, writing and record keeping.
Skill in understanding basic criminal classifications and civil situations.
Skill in analyzing complex situations and coordinating appropriate responses.
Skill in preparing clear and concise verbal instructions in an emergency situation.
Skill in the operation of a 2‑way radio.
Ability to operate or monitor various security devices such as video monitors, alarm systems, and intercom/paging equipment.
Ability to monitor video screens, alarms, and secured areas.
Ability to attend continuing education training to include off‑site training programs.
Ability to testify in court by subpoena as required.
Ability to effectively and efficiently interview people in a state of crisis via telephone or Teletype Device for the Deaf (TDD).
Ability to perform multiple tasks simultaneously.
Ability to courteously respond to emergency situations and needs.
Ability to comprehend and apply applicable laws, codes and regulations.
Ability to establish and maintain control of situations as they develop and react quickly and calmly in emergency situations.
Ability to uncover important and relevant information about a problem through conversation, questioning or discussion.
Ability to read maps and provide directions.
Ability to exercise independent judgment and discretion.
Ability to work days, nights, weekends and holidays as essential personnel.
Ability to relate and interact with others in a positive manner that results in cooperation, motivation, positive morale, mutual respect and common benefit.
Ability to listen well and communicate effectively orally and in writing with various audiences.
Ability to spell accurately.
Ability to use standard office and dispatch equipment, computer equipment, CAD and software, including word processing, database management, spreadsheet applications and electronic mail.
Ability to establish and maintain effective working relationships with city employees, other law enforcement and fire agencies, community members and the general public.
Physical and Mental Requirements
This is a safety‑sensitive position. While performing the essential duties of this job, the employee is required to finger, grasp, talk, hear and make repetitive motions. The position is mostly sedentary work; exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. The employee is required to have close visual acuity.
Selection Process
Examinations may include but are not limited to application screening beyond minimum qualifications; written, oral, practical exercise or any combination thereof or other job‑related assessment deemed appropriate by Human Resources. Background investigations, credit report and/or driving record review, drug screen, physical and/or psychological examination may be required.
Benefits
Paid time off: 8 hours of sick leave and 10 hours of annual vacation leave accrued each month; paid holidays plus 2 floating holidays; front‑loaded vacation.
Shift differential pay: $1.00 per hour.
Step pay program: maximum pay range reached within 5 years.
Multilingual pay for Spanish, ASL, and/or Hmong up to $1,200 per year.
Tuition reimbursement up to $3,000 per year.
Wellness programs: paid days off, volunteer opportunities, EAP program, and free recreation center passes for employees and immediate family members.
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