Emergency Communications Officer

Job Description

The Emergency Communications Officer (ECO) receives and processes emergency and non-emergency calls, dispatches police, fire, medical, enters court paperwork and prioritizes and responds to requests from the public, responders, and administration.

The ECO as a call taker will use multi-line telephone systems to handle incoming 911, non-emergency, and administrative lines. The ECO obtains information from callers and enters information into computer for triage and dissemination to responders. During medical emergencies ECO’s will use approved scripted call taking methods to provide live saving instructions when needed, emergency medical dispatching (EMD). ECO’s are trained in EMD through International Academies of Emergency Dispatch (IAED).

Call takers use variety different software program to provide high level of service to the community.

The ECO will evaluate and prioritize requests for emergency and non-emergency services from the public, police, fire and emergency medical services agencies.

ECO’s monitor, and relay information to responders using radio and computer. ECO’s dispatch units for police, fire and medical response. Radio Traffic is monitored and logged to document location, call information, activity and the requests of responders.

The job requires the ability to maintain a collaborative and cooperative working relationship with elected and appointed officials, other City employees, other organizations, and the general public.

The communication center is staffed 24/7 with minimum staffing requirements. Shift work is required including nights, weekends and holidays. The work schedule is 40hr work week either ten-hour shifts (Mon-Thurs) or twelve hour plus four hours (Fri-Sun + 4hr shift during week).

ECO’s that have completed training, introductory period, and acquired all EMD, NCIC/Ilets, and POST certifications are eligible for an IAED ACE pay incentive by continuing to meet or exceed IAED ACE Standards of Performance. If performance falls below established standards of performance, the ECO will no longer be eligible for incentive. Employees will be assessed on a quarterly basis; any necessary changes will be applied at the beginning of each quarter with IAED ACE reporting cycles.

Standards are set by IAED and will be provided to all ECO’s as updates occur.

The applicant is subject to Idaho POST Rules for Eligibility, IDAPA  (01-08).

• High school diploma or GED; and
• Customer service experience in stressful situations is helpful;
• Successful completion of Police Department background check, CVSA, and drug screening is required;
  Subject to Idaho POST Rule for Eligibility, IDAPA  (01-08).
• This section includes prior marijuana use.

• Idaho Law Enforcement Teletype System (ILETS)
• NCIC Certification

• Emergency Medical Dispatch Certification
• CPR Certification

• Idaho POST Certification
• Out of State POST Certifications are subject to Idaho POST Challenge rule. IDAPA

An equivalent combination of education and experience that provides the required skills, knowledge and abilities to successfully perform the essential functions of the position may be considered.

• Receives, evaluates and prioritizes requests for emergency and non-emergency service from the public, police, fire and emergency medical services agencies and other callers, determines the nature, location of the incident and other related information. Dispatches fire units, police units, ambulances and other necessary emergency and nonemergency equipment and personnel to aid responders in the field or the general public. Prioritizes calls in accordance with established policies and procedures and enters the request into the computer-assisted dispatch system.
  
  Maintains telephone contact with callers in evolving situations until the arrival of personnel who take control of the incident.
• Handles calls that require calming emotionally upset individuals, responding to irate and abusive…