Emergency Communications Specialist

Position Summary
This position operates communications equipment to efficiently and appropriately answer emergency and non-emergency calls, enter pertinent and accurate information into the computer aided dispatch (CAD) system, provide pre-arrival instructions to callers, dispatch personnel and equipment, manage calls for service and other activity for multiple radio channels in a 24/7/365 communications center.

Essential Duties, Functions and Responsibilities
Receive and process 911, emergency, and non-emergency calls for multiple police, fire, and other agencies in Jefferson County in compliance with agency expectations.

Demonstrate knowledge of Jeffcom’s rules, policies and procedures included in Jeffcom’s Personnel Rules, Policy Manual, and Standard Operating Procedures.

Answer, evaluate, and prioritize incoming calls and digital requests for service, communicating effectively with citizens to obtain complete and accurate information to determine urgency and need for dispatching emergency response units using a computer aided dispatch (CAD) system, telephones, multi-channel radio, TDD (text telephone device for hearing/speech impaired), and supporting software applications and systems.

Accurately and consistently dispatch the appropriate police, medical, fire, or other emergency response resources, track the status and location of each, transmit messages and information to response units, and support requests from emergency responders.

Provide pre-arrival emergency police, medical, and fire instructions to callers, including use of International Academies of Emergency Dispatch (IAED) Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) protocols.

Ready
ot ready status must be in compliance with agency expectations.

Quality assurance scores must be in compliance with agency expectations.

Maintain accurate and complete logs and records of communications.

Maintain positive and professional written and verbal communication skills at all times.

Consistently provide excellent customer service to all citizens and emergency responders.

Maintain confidentiality at all times for citizens, emergency responders, and employees, including Protected Health Information (“PHI”) as defined under the Health Insurance Portability and Accountability Act of 1996 (HIPAA) in a sensitive, information-rich environment.

Promote a positive, professional image of Jeffcom at all times.

Participate in public education events as scheduled.

Complete job-related training and continuing education as assigned and required.

Reliable, predictable attendance is required. On call status may be required.

Work in excess of ten (10) hours per day and 40 hours a week, to include days, evenings, nights, weekends, and holidays to maintain 24-hour coverage of Jeffcom’ s emergency dispatch center. This requires personnel to make themselves available to work when required, particularly in times of disasters or serious emergencies.

Work mandatory overtime as required.

Expected to engage in ongoing education and attend training to maintain and expand skills and knowledge.

Minimum Education, License and Certification Requirements
Possess high school diploma or equivalent.

Possess, or obtain within six (6) months of hire, and maintain Emergency Medical Dispatcher (EMD), CPR, Emergency Fire Dispatcher (EFD), and National Crime Information Center (NCIC)/Colorado Crime Information Center CCIC certifications. Other certifications may be required during employment.

Ability to obtain CCIC/NCIC certification within six months of accepting position. This includes being able to pass a background check.

Pursue professional continuing education opportunities. The following certifications are provided as examples; however, they are not all inclusive.

Instructor Certification (software, etc.)

APCO development courses

NENA development courses

FEMA

PSTC

FEMA Professional Development Series

NENA ENP (Emergency Number Professional)

APCO RPL (Registered Public Safety Leader)

NENA CMCP (Communications Manager Certification Program)

Leadership certification or training

Communications Center Supervisor Training

Physical Demands
Lifting and Carrying: Ability to move 15- to 20- pound items from one location to another, such as boxes of paper, department manuals, resource books, equipment, etc.

Body Positions: Must be able to sit at dispatcher work station and work radio controls, telephones, and computer keyboards during a typical scheduled shift with the ability to change from sitting to standing as needed. Must be able to navigate around Communications Center. Must have the manual dexterity to operate a computer keyboard, radio system, telephone, foot pedals and other relevant equipment. Some twisting, bending, stooping may be required. Must have the ability to coordinate movements of two or more limbs at the same time, e.g., while operating telephone and/or radio and foot pedal control and typing information into console controls.

Hearing: Employee must be able to hear the phone and audible signals from equipment at a level that does not interfere with coworkers’ ability to hear at their work stations. Hearing must be sufficient to use telephone and radio headset. Must have the ability to actively listen to callers for an understanding of their needs and situations. Must have the ability to understand English spoken in a variety of accents. Must have the ability to focus on multiple sources of auditory (hearing) information in the presence of other distracting noises. Must be able to detect and discriminate among sounds that vary in a broad range of pitch and loudness.

Vision: Visual acuity correctable sufficient to read computer screens and discern information, enter data, read Jeffcom documents, other correspondence, and read and interpret maps. Ability to distinguish between the colors red and green in order to properly utilize computerized equipment.

Mental Requirements
Information Retention: Must be able to read, retain and apply policies, procedures, criminal laws and ordinances, as well as recall numerous details of calls received.

Language Ability: Must be able to speak English clearly and concisely to communicate with callers, emergency responders, and co-workers.

Reasoning: Ability to utilize sound judgement and solve problems through critical thinking, decision-making, and prioritization in a time-sensitive and dynamic environment.

Work Environment and General Information
Work in a restricted access area, typical office environment with other staff speaking on phones and radios in a communications center. Work is often demanding in a fast-paced environment; position confinement and emergency crises may prohibit breaks and/or require employee to work unscheduled overtime. Frequent interaction with public, government jurisdictions, members of private industry, and other Jeffcom employees. Work under general supervision with supervisor availability to resolve unusual or complex work problems.

ADA Compliance Statement
The human resources goal of Jeffcom is to select and retain the best qualified applicant for each available job. An applicant’s or employee’s disability will not remove the application from consideration or current employee from his/her job if the applicant or employee is able to perform the essential functions of the job with or without reasonable accommodation unless such accommodation will result in undue hardship for Jeffcom or pose a safety risk to the applicant, employee, or others.

Jeffcom complies with the American with Disabilities Act. If you require special accommodation in order to apply for this position, please contact the Human Resources Manager.

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