Emergency Communications Specialist

Job Summary

The role of Emergency Communications Specialist (ECS) is to work with police and fire department responders as well as all other emergency service personnel in a collaborative effort to protect the lives, safety and property of the public. This position requires simultaneously listening to and comprehending both telephone and radio traffic delivered via a multi-channel public safety radio system. Other duties include comprehending and applying city ordinances, city and departmental policies and procedures, operating computer terminals for specialized access with various automated data banks;

simultaneously inputting, retrieving, and maintaining information, reading from both computer screens and printouts; reading and interpreting maps, charts and other graphic material in print and computer format. Emergency Communications Specialists expeditiously receive, interpret, analyze and prioritize emergent and non-emergent phone calls and information; applying profession specific best practices, independent judgment and problem-solving techniques. Emergency Communications Specialists determine the proper response to calls from the public while demonstrating the ability to monitor, report, and respond to police and fire department responder safety concerns.

• Receive calls requesting police, fire or medical assistance, including both emergency and non-emergency situations.
• Quickly determine the nature and location of requests, utilizing a computerized dispatching system for documenting all information and dispatching police and fire department personnel.
• Operate multiple computer systems and applications, including multi-line telephones and radios while maintaining awareness of location and status of multiple police and fire department units.
• Coordinate responses to emergency and non-emergency calls with the police and fire department as well as other city departments.
• Make routine and repetitive computer inquiries; enter, update and retrieve information including wanted persons, driver’s license, vehicle registration, stolen property etc. Evaluate and interpret the obtained information to identify potential dangers and risk to police and fire department personnel. Ensure the accuracy of local databases and records information.
• Monitor and communicate on multiple public safety radio channels, transmit and receive information while maintaining accurate logs and records of all activity.
• Simultaneously process calls for service, listen to and comprehend telephone and radio communications while maintaining situational awareness of the activity in the Public Safety Dispatch center.
• Answer multiple emergency and non-emergency phone lines, prioritizing the calls, placing those of less urgency on hold to return to after the more critical calls are processed.
• Handle after-hour call outs for multiple city departments including animal control services, water department, public works and street signs/signals.
• Controlling outer jail doors with the jail security system.
• Provide instruction and general guidance to the community during non-emergency situations; provide pre‑arrival, lifesaving and emergency instructions during emergencies.
• Read a variety of sensitive reports and documents, keeping sensitive information confidential.
• Understand and accept that as an Emergency Communications Specialist, you will encounter situations that can be disturbing or profane.
• Elicit, organize and relay pertinent information from calls to police and fire department personnel by composing understandable, concise text in the computer software.
• Read and comprehend call for service narratives and organize the pertinent information into verbal transmissions for police and fire department personnel via two‑way radio.
• Demonstrate the ability to develop and maintain a positive rapport by interacting professionally and respectfully with fellow team members, the public and others.
• Efficiently prioritize emergency and non-emergency requests for assistance from the community, departmental members and fellow First Responders, while complying with established procedures and guidelines. Conduct all interactions in an appropriate…