Emergency Communications Specialist - EXAM

Under general direction, is responsible for supervising staff of the 911 Emergency Call Center during an assigned shift, training call center staff, and/or conducting quality assurance evaluations on emergency calls; performs related duties as required.

(Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)

• Supervises call center staff, to include preparing work schedules, making assignments, approving leave requests, conducting performance evaluations, and initiating disciplinary actions;

• Evaluates staffing needs and schedules overtime assignments for the upcoming week; ensures that the oncoming shift is adequately staffed and schedules emergency overtime as needed;

• Monitors operational situations/conditions and modifies the daily assignment schedule as required to meet operational needs;

• Monitors the "Calls Waiting" computer monitor to ensure available staff is appropriately allocated;

• Monitors communications from other agencies requesting assistance;

• Observes and evaluates employee behavior, and takes corrective action as needed;

• Mediates employee disputes and addresses grievances;

• Answers inquiries from employees about technical, legal, and division matters;

• Maintains and updates employees' weekly time sheets;

• Plans and conducts training/testing for employees as needed;

• Monitors and directs training for new employees in the coaching program;

• Develops and conducts training to address non-routine emergency situations, specific problems or procedures not being performed properly, and refresher training;

• Administers certification and recertification testing for emergency medical dispatching;

• Researches and responds to requests for C.A.D. information from division personnel;

• Investigates and prepares written reports regarding complaints and employee misconduct;

• Interacts with and provides information to the media as appropriate;

• Makes necessary notifications or takes appropriate action in the event of equipment malfunction or other emergency situations;

• Monitors radio transmissions and calls taken by personnel for quality assurance;

• Utilizes quality assurance software to review and evaluate the handling of emergency calls; prepares reports to summarize quality assurance assessments; provides feedback to personnel as appropriate.

Three (3) years of experience as a 911 Emergency Dispatcher with the City of Columbus.

Some positions may require possession of valid Emergency Medical Dispatch (EMD) certification.

Considerable knowledge of the 911 Emergency Call Center practices and procedures; considerable knowledge of the operations of the C.A.D. system, 800 MHz radio system, and the LEADS computer system; considerable knowledge of police 10-codes; considerable knowledge of the applicable collective bargaining contract; general knowledge of the division directives, policies, and procedures; general knowledge of the names and location of principal streets and buildings in the City of Columbus;

general knowledge of the geographical layout for the City of Columbus; general knowledge of Public Safety hierarchy and specialized units/ bureaus to be dispatched; ability to operate the C.A.D. system, 800 MHz radio system, and the LEADS and Police

NET computer systems; ability to perform multiple tasks simultaneously; ability to work under pressure and in a high stress environment; ability to think and act quickly and calmly in an emergency or crisis situation; ability to deal tactfully and effectively with the general public; ability to supervise others; ability to train new employees; ability to write and speak effectively; ability to work effectively with others.

The names of the applicants passing this administration of this exam will be used to create a NEW, OPEN COMPETITIVE eligible list for this classification. If you are interested in having your name included on the new eligible list, you will need to apply for this exam within the filing period and successfully complete all phases of the testing process. Questions regarding this process can be directed to the Test Center at .

The examination process…