Emergency Communications Specialist

Benzie County Central Dispatch is a public safety answering point (PSAP) responsible for emergency and non-emergency telephone requests for public safety services as well as the primary Emergency Communications Center (ECC) responsible for dispatching the appropriate jurisdictional law enforcement agency, fire department and emergency medical service (EMS). Benzie County Central Dispatch is a 24/7 operation and supports multiple agencies, township, village, and city contacts after normal business hours.

An Emergency Communications Specialist works as a team member to meet the operational objectives of the ECC, consistent with the County’s overall mission and policies.

A new employee is on probation for 2080 hours of continuous employment.

This position is a Union Contract supported position outside of the probationary period.

After training, all work is performed with a coworker or independently. Supervision is not always immediately available in the ECC.

Other duties may be assigned by the Director, Deputy Director/Emergency Communications Supervisor, the County Administrator and/or recommended by the Benzie County Central Dispatch Advisory Board.

• Answer and manage 9-1-1 and non-emergency telephone calls while simultaneously dispatching and managing radio communications with multiple law enforcement agencies, fire departments and EMS units in an effective and accurate manner.
• Answer and manage an administrative multi-line telephone system
• Maintain officer safety protocols at all times
• Enter data into a computer aided dispatch system
• Retrieve and share data from various software systems and programs
• Retrieve and share information between various agencies
• Manage a customer service window
• Manage time sensitive materials
• Handle information confidentially and professionally
• Adjust to new duties as assigned
• Follow schedules that includes various shifts, holidays, weekends, day off changes, shift assignment changes and overtime.
• Adjust to last minute schedule changes including being called in early or being held over until relieved
• Perform job duties adequately, properly, and in a timely manner
• Act in a manner that is safe and follows the personnel, department and County’s adopted policies and procedures at all times.
• Be responsible for a clean workstation and surrounding area.
• Show respect, tact, and courtesy in dealings with co-workers and the public; behave in a manner that does not obstruct or hinder other employees from completing their duties

• Training is provided in several specific phases.
• The trainee must meet a satisfactory performance level in each phase of training to continue to the next phase of training.
• Training is received while scheduled to rotate to all three shifts.
• A Communications Training Officer (CTO) provides the training and documents the trainees’ performance level.
• Additional training may be scheduled outside of the county.

• Ability to interpret and analyze information to determine the best course of action based on general orders or procedures.
• Proficient in English grammar, spelling, punctuation, alphabetical tasks, and simple mathematical functions.
• Knowledge related to the department function and mission.
• Knowledge of general County operation and organization.
• Knowledge of radio systems, talk groups, frequencies, radio patches, gateways.
• Ability to detect errors, determine causes, make corrections as appropriate.
• Skilled in the operation of office equipment such as copiers, printers, facsimiles, desktop computers, computer workstations, monitors, multi-line telephones.
• Ability to exercise judgment with respect to accuracy, thoroughness, confidentiality, and sensitivity of information being processed.
• Ability to remain calm during stressful situations.
• Ability to manage hysterical, confused, mentally challenged callers
• Ability to recall events and circumstances.
• Ability to react immediately, effectively, and accurately to changes in the amount of telephone calls and radio communications.
• Ability to comprehend,…