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Emergency Communications Specialist
2 months ago
Position Summary
This role involves the operation of a two-way radio and various communication devices to receive and relay public safety requests; additionally, it entails dispatching the appropriate public safety units. Related administrative and record-keeping responsibilities are also included.
Key Responsibilities
The following duties are representative of the types of work performed. The omission of specific tasks does not exclude them from the position:
1. Responds to emergency service requests via the E-911 system, telephone, or radio for Fire, EMS, Law Enforcement, and other necessary entities.
2. Ascertains the precise location of emergencies through inquiries and dispatches the appropriate personnel.
3. Maintains essential records concerning calls, complaints, communications, and E-911 operations.
4. Keeps communication records and files organized. Provides routine assistance and information to the public when feasible and suitable.
5. Evaluates the appropriate response level and the number of emergency responders required for each 911 call.
6. Coordinates resources and provides support to multiple agencies as needed.
7. Additional Duties:
Employees in this classification may be expected to perform any related tasks as directed by proper authority.
Knowledge, Skills, and Abilities
1. Familiarity with federal and state regulations governing radio transmissions.
2. Understanding of effective communication system operation methods. Knowledge of local geography and road systems.
3. Proficiency in assessing the scope and severity of emergencies.
4. Ability to communicate clearly and effectively while demonstrating strong customer service skills. Capacity to maintain accurate records.
5. Competence in managing public interactions under stressful circumstances.
6. Ability to remain calm and precise during emergencies.
7. Capability to establish and maintain effective working relationships with colleagues, internal and external customers, law enforcement, and the general public.
8. Must be adept or become adept in multitasking within the training period.
9. Skill in de-escalating tense situations, gathering necessary information, and using appropriate language to benefit the call-taking process.
10. Strong keyboard and computer skills in a Windows environment.
11. Ability to handle confidential and sensitive information responsibly.
12. Must quickly identify language barriers or hearing-impaired calls and connect to appropriate translation services when necessary.
13. Work in a confined, high-pressure environment alongside other operators while contributing as a team player.
14. Proficiency in Emergency Medical Dispatch and the ability to provide life-saving instructions over the phone.
15. Map reading skills are essential for processing 911 wireless calls.
Working Environment
This role is typically performed in an office setting, characterized by a confined and high-stress atmosphere with 12-hour shifts. Successful completion of a 12-month working test period is required.
Minimum Qualifications
1. High school diploma or equivalent.
2. One year of relevant experience is preferred.
3. GCIC certified; EMD certified, or the ability to obtain certification within the initial training period.
4. An equivalent combination of education and experience is acceptable.
