Emergency Communications Specialist

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Description

• Sergeant, Douglas County Sheriff’s Office
  
  

Description

“Douglas County Dispatchers are the 24/7 lifeline of our deputies. They may not physically be on scene, but the information they provide, the calmness they bring, and their unconditional support are paramount to our deputies' safety and success. We value our dispatchers immensely.”

• Sergeant, Douglas County Sheriff’s Office
  
  

The Douglas County Department of Emergency Management invites you to join us in serving one of the most beautiful communities in Northern Nevada. Douglas County Emergency Communications Specialists answer 9-1-1 emergency and non-emergency phone calls, obtain critical information from callers and provide pre-arrival instructions, and radio dispatch law enforcement officers, firefighters, and paramedics. Emergency Communications Specialists are known as “the first, first responder” and can be a very rewarding and fulfilling career.

Emergency Communications Specialists also referred to as "dispatchers" are often the first trained point of contact in an emergency. They begin the important work of obtaining essential information, remaining calm, calming others, and sending the appropriate responders to the proper location. They may also provide instructions to the 9-1-1 caller, which in many cases is essential to stabilizing or saving a life. Dispatchers are responsible for performing quick, efficient, and accurate dispatching of calls and messages with public safety units and personnel in the field.

During the typical 6-8-month training period, trainees will work alongside different trainers during each training phase and work varying shifts in accordance with their trainer's assigned shift.

Visit Community video tour: Link to the page

About Douglas County: About Douglas County

• Please Note: Applications are reviewed on a regular basis and hiring may occur early in the recruitment process. Individuals are encouraged to apply immediately. Applicants are required to complete an official Douglas County application that can be found on our Job Opportunities webpage.****
  
  

This is full-time shift work in an Emergency Communications Center, which operates 24 hours per day, 365 days per year. Employees in this position can expect to rotate through a variety of shifts including days, swings, nights, holidays and weekends. Shifts are typically 8 or 10 hours in duration.

Description

Responsible for responding to emergency and non-emergency calls for law enforcement, fire and emergency medical services; identifies and dispatches appropriate public safety units; complies with County policies and procedures to ensure the safety of all public safety responders and the public.

Essential Functions

• Provides public safety dispatch services for emergency and non-emergency purposes for various agencies such as Douglas County Sheriff's Office, East Fork Fire Protection District, Tahoe-Douglas Fire Protection District, Washoe Tribal Police, and Alpine County's Sheriff, Fire and Medical services; takes emergency and non-emergency calls for animal control and general improvement districts and other utilities; keeps track of a wide variety of public safety responders, resources, personnel, incidents and trends.
• Receives, screens, and takes appropriate action on all emergency service calls to include 911 calls from the public requesting law enforcement, fire and EMS; determines nature and location of emergency, determines priority, dispatches emergency responders/units as necessary in accordance with established department policies and procedures; relays pertinent information to law enforcement and emergency services in a concise, organized and understandable manner.
• Enters emergency assistance call information into the Computer-Aided Dispatch system (CAD); determines location of call; inputs information into the NCJIS and NCIC systems; enters data for reports and records, processes forms and record files; queries system databases as requested; maintains records and files in accordance with established standards.
• Provides information, instructions and assistance to the public within scope of authority; provides detailed call information to first responders as needed; maintains status and awareness of unit locations; monitors message traffic and relays information as required.
• Receives and relays information regarding incidents and other activities to appropriate agencies and staff.
• Notifies key County staff on critical incidents; follows all Department policies and procedures to assure that first responder and public safety is the top priority; contacts other law enforcement and emergency services agencies for additional information and resources as needed.
• Performs inquiries and criminal history checks for law enforcement staff through NCIC and NCJIS systems; collects statistical data for reports; updates and ensures the accuracy of database.
• Receives and processes non-emergency calls; interviews callers and gathers information, prioritizes calls for service, and determines appropriate staff to respond; dispatches emergency responders if appropriate; transfers calls as appropriate.
• Deals with sensitive information in a discrete and professional manner ensuring confidentiality; maintains a positive customer service attitude at all times with the public, user agencies, co-workers and supervisors.
• Assists in the development and training of staff; attends in-service training sessions as required.
• Participates in the Quality Assurance Program as required by reviewing medical and fire calls for service compliance to IAED and Douglas County standards; provides leadership, training and updates to team members as required.
• Represents the County with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education And Experience

High School diploma/GED AND one (1) year of customer service experience (in person or by phone); 2 or more years of full time general work experience OR an equivalent combination of education, training and experience AND satisfactory completion of Basic ECS Training Program within 12 months of hire.

This job classification has been identified as affecting public safety. Persons offered employment in this position must submit to a pre-employment questionnaire and a public safety background check, which includes submitting fingerprints for a local, state, and national criminal background check, as well as an audio/hearing assessment.

Qualified applicants must pass an online, computerized examination that evaluates the ability to multi-task, listen and comprehend, and follow instructions under stressful conditions similar to what is encountered on the job as an Emergency Communications Specialist. Qualified applicants will also be invited to a sit along in the Communications Center to observe the work being performed in real time.

Applicants approved for hiring will be trained in the following required knowledge and skills

Knowledge Of

• Radio-telephone operations and procedures.
• Procedures used in operating Computer Aided Dispatch and 9-1-1 systems.
• Policies and procedures of receiving and processing emergency calls.
• Computer systems/software currently used in the Communications Center.
• Geographic features and directional information.
• General law enforcement codes, practices and methods.
• Call screening techniques and phone etiquette.
• Standard office practices and procedures, including records management.
• Communicating effectively in oral and written forms.
• Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone.
• Performing the full range of public safety dispatching and 9-1-1 duties.
  
  

Skill In

• Working under pressure, exercising good judgment and making sound and timely decisions in emergency and non-emergency situations.
• Understanding and following oral and written instructions.
• Communicating clearly and concisely in writing during emergency and non-emergency situations.
• Recalling, identifying, and categorizing information.
• Effectively listening to, communicating with, and eliciting information from upset, emotional and irate individuals.
• Dealing successfully with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone.
  
  

Required Certificates, Licenses, And Registrations

Position requires obtaining the certificates, licenses, and registrations within six (6) months – one (1) year of employment (training is provided by the department).

• International Academy of Emergency Dispatch (EFD, EPD, EMD)
• National Center for Missing & Exploited Children
• National Incident Management System (NIMS)
• National Crime Information Center (NCIC)
• Nevada Criminal Justice System (NCJIS)
  
  

Physical Demands & Working Environment

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in a typical office setting and use standard office equipment; stamina to sit for extended periods of time; vision to read printed materials and a computer screen, and hearing and speech to communicate in over the telephone and radio systems.

Work is performed in a high call volume emergency dispatch environment, where there is limited opportunity for physical movement and the dispatcher must remain alert and responsive while observing computer display screen for uninterrupted periods of time; may be subject to extended work periods without relief, periods of high call volume, and stressful situations in a fluid and dynamic environment.

Conditions Of Employment

• Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation.
• Employment is contingent upon successful completion of background/screening.
• Douglas County participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each applicant's Form I-9 to confirm work authorization. All candidates who are offered employment must complete Section 1 of the Form I-9 along with the required proof of their right to work in the United States and proof of their identity prior to starting employment. Please be prepared to provide required documentation as soon as possible after the job offer is made.
  
  

This job description indicates, in general, the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.

Overview Of Douglas County Benefits

Disclaimer: Douglas County provides benefits to full time employees. Benefits are prorated for some part time positions (depending on job). Some part time positions may provide no benefits.

No Nevada State income tax.

Retirement – Public Employees' Retirement System of Nevada

Douglas County contributes 33.50% of an eligible Regular Member and 50% of an eligible Police and Fire Member's salary for retirement. Deferred Compensation Plans – Employees can participate in the VOYA Retirement Plans, which is funded by the employee.

Paid Leave

12 paid holidays per year. Generous paid leave accrual's including 96 hours sick annually, begin accruing 120 hours annual leave each year. Administrative leave of 5 days or 3 days annually applies to some positions. Please refer to our leave policies https://www.douglascountynv.gov/687/Policies-Procedures

or relevant labor agreement https://www.douglascountynv.gov/688/Labor-Contracts

for more information.

Health Insurance

The County has rich benefits plans to choose from: Preferred Provider (PPO) and Health Savings Account (HSA) with supplemental benefits to include: prescription plan, dental plan, vision, life insurance opportunities, cancer insurance, and disability insurance. Benefit eligibility is the 1st of the month following 30-day waiting period or 60 days, depending on the position. For more detailed information on the Health Insurance you may refer to our website located at: https://www.douglascountynv.gov/693/Employee-Benefits-Information

for more information.

Compensation

Douglas County's compensation system is based on Pay for Performance wherein employees are eligible for annual performance evaluations. The current structure consists of merit increases up to 3% on a qualifying employee's anniversary and Cost of Living Adjustments based on the Consumer Price Index during the first pay period of each fiscal year. The COLA will be up to 5% depending on the CPI each year. Additionally, eligible employees can be recognized for outstanding performance, above and beyond the call of duty, and receive additional compensation through the Recognition of Excellence Program.

2024

01

What is your highest level of completed education?

• High School or GED
• Associates Degree
• Bachelor Degree
• Master's Degree
• Technical/Vocational Certification
• None of the Above
  
  

02

How many years of public safety dispatching experience do you possess?

• No experience
• Less than 1 year
• 1 year
• 2 years
• 3 years
• 4 years
• 5 or more years
  
  

03

How many years of customer service experience do you possess?

• Less than 1 year
• 1 year
• 2 - 3 years
• 4 - 5 years
• 6 or more years
  
  

04

Please describe your or customer service experience.

05

Do you have experience with Microsoft Office Suite and Windows operating system?

• Yes
• No
  
  

06

Do you hold current any of the following certificates, licenses, and registrations?

• International Academy of Emergency Dispatch (EFD, EPD, EMD)
• APCO CTO
• National Center for Missing & Exploited Children
• Tactical Dispatcher
• National Incident Management System (NIMS)
• National Crime Information Center (NCIC)
• Nevada Criminal Justice System (NCJIS)
• None of the above
  
  

07

As a part of the role of an Emergency Communications Specialist, you will need to work rotational shifts, weekends and holidays.

• Yes, I understand that I will be required to work rotational shifts, weekends and holidays.
• No, I am not able to work the required rotational shifts, weekends and holidays.
  
  

08

Douglas County requires applicants to list all work history from your most current employment to 10 years back. If relevant experience is over 10 years please list it on your application. ***Writing "See Resume" on the application in place of completing your information is not acceptable.*** Have you listed your current employment through 10 years of work history on your application in addition to listing any relevant experience that exceeds 10 years?

• Yes
• No
• I do not have 10 years of work history, but have included all employment history.
• I have relevant experience that exceeds 10 years and I have included the experience on my application.
  
  

09

Describe why you feel a career as an Emergency Communications Specialist is a good fit for you and why you would like to work for the Douglas County 911 Emergency Communications Center.

10

Are you able to perform the essential functions of the job listed on the job description with or without a reasonable accommodation?

• Yes
• No
  
  

11

Douglas County employees are required to uphold the County's Values and are evaluated based upon these Values. MISSION STATEMENT Working together with integrity and accountability, the Douglas County team is dedicated to providing essential and cost-effective public services fostering a safe, healthy, scenic, and vibrant community for the enjoyment of our residents and visitors. VALUES STATEMENT Integrity - We demonstrate honest and ethical conduct through our actions. Accountability - We accept responsibility for our actions. Customer Service - We deliver efficient and effective service with an attitude of respect and fairness. Leadership - We establish the tone and direction for success motivating and inspiring others to accomplish a shared vision. Communication - We ensure open dialogue through proactive listening and sharing of information throughout the organization and the community. Teamwork - We work together to achieve shared goals. Respect - We will treat all citizens, employees, and visitors with respect. Do you understand Douglas County's Mission and Values Statement and will you be able to uphold them if hired?

• Yes
• No
• Required Question

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing, Public Relations, and Writing/Editing

• Industries

  Government Administration

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