SUMMARY/GENERAL DESCRIPTION OF POSITION:
This is an entry level and/or experienced level position in the field of Emergency Communications. Under general supervision of the Shift Supervisor, employee answers, processes and transmits emergency and non-emergency calls for police, fire and emergency medical responders and other agencies via telephone, radio and other communication devices.
ESSENTIAL DUTIES & JOB FUNCTIONS:
- Receives requests for police, fire and medical service by phone or other communication devices; questions caller to gather data concerning the authenticity, nature, and location of the incident and callers identity.
- Receives calls reporting an incident not requiring dispatch of field units; speaks with caller to determine nature of incident and refers the caller appropriately.
- Evaluates speech and emotional state of caller. Takes action necessary to calm caller, provides instructions, assistance and services as required by circumstances.
- Read and interprets information received telephonically from callers to determine priority assigned to an incident.
- Operates computer terminal and other equipment to transmit or receive information
- Provide appropriate response to situations involving threats to public safety and making emergency decisions affecting the lives and health of others.
- Maintains appropriate records and prepares reports of activities occurring during shift as needed.
- May be required to perform training functions and responsibilities for newly assigned operations personnel.
- Cultivate and maintain a climate that is free of harassment, intimidation and disrespect.
- Perform other duties as required or assigned.
Work schedule requires overtime, nights, evenings, weekends, and/or holidays. Work is confined to an immediate work area that requires continuous staffing. Sit for long periods, using telephones, computers, which require some extended read-ling and repetitive motion, and two way radios. Time is spent at computer display terminals, viewing several monitors and observing traffic patterns. Work involves sensitive telephone contact with the members of the public, who may be hostile, emotional, unstable, or physically or mentally distraught. This safety sensitive position requires the ability to deal with times of high stress due to medical and other emergencies. Light physical effort required. Regularly required to sit or stand, bend and move about the facility.
JOB REQUIREMENTS (Education, Experience, Professional Affiliations) Mandatory:
- High school or G.E.D. and 18 years of age.
- Must be capable and willing to perform call taking duties and dispatch all channels that have been trained on.
- Typing speed of 40 net WPM
- Excellent writing skills, including spelling and grammar
- Must have and maintain the Utah Bureau of Criminal Identification (BCD certification
- Must obtain and maintain the Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), Emergency Police Dispatch (EPD) certifications along with Cardiopulmonary Resuscitations (CPR) certification.
- Must obtain and maintain the Peace Officer Standard and Training (P.O.S.T) certification unless certain circumstances apply which are outside of the employee's control as determined by the Executive Director.
- Must have the ability to take information from multiple sources regarding in progress and ongoing situations and produce an accurate narrative with key elements and facts.
- Must have the ability to listen and/or give instructions while quickly and accurately entering information into the computer aided dispatch (CAD) system by using a keyboard and completing other tasks as needed.
- Must be able and willing to work on any shift, any day of the year including holidays, and weekend. Must be able to work overtime as necessitated by events of the day or for anticipated heavy service load events/shifts.
- Must have the ability to remember and accurately transcribe spoken information including names, addresses, sequences of letters and numbers, descriptions and directions.
- Demonstrates an ability to effectively listen, speak and write and interact within a diverse workgroup and with emergency personnel.
- Demonstrates ability to maintain a professional demeanor in complex, difficult and stressful situations and be able to produce clear, written correspondence.
- Ability to wear a headset and speak in clear and concise English. Able understand follow and recall complex verbal and written instructions and information.
- Must obtain and maintain NIMS 100, 200, 700, 703, 800 and other required certifications.
- Ability to learn to operate a variety of radio, telephone and other communication devices
- Ability to learn the geographic layout, topography, and environmental/demographic characteristics of all jurisdictions within Salt Lake County.
- Ability to think clearly and critically and act quickly in emergency or stressful situations. Must be able to work and deal with the public in emergency situations.
- Able and willing to maintain a calm, courteous, professional manner while providing good customer service along with demonstrating strong interpersonal skills.
- Able and willing to establish and maintain effective working relations with co-workers, supervisors, fire fighters, police officers, personnel from other agencies and the public.
- Must be able to work requested and/or required shifts and/or overtime.
- Able and willing to complete at least thirty (30) hours of continuing education and/or recurrent training and all mandated training required per management directives annually and to maintain required certifications.