9-1-1 Emergency Communications Dispatcher

City-of-Seattle; Washington; On-site; USD 83,000 - 96,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

Job summary

The City of Seattle is seeking entry-level dispatcher candidates to answer 911 and non-emergency lines. You will screen calls, route to responders, use a CAD system, and maintain accurate records in a fast-paced 24/7 call center.

Applicants should have strong multi-tasking, customer service experience, and the ability to work mandatory overtime and varied shifts. A comprehensive benefits package is provided, including medical, dental, vision, life, and long-term disability insurance.

Qualifications

• Minimum six (6) months’ experience providing customer service in a high volume, fast-paced, high-stress environment.
• Verifiable education, training, and experience in general office and telephone communication functions and activities.
• Completion of training requirements to handle emergency and non-emergency functions as it relates to processing calls, administrative duties, referrals, and other duties assigned.

Responsibilities

• Receive incoming calls and text messages from the public concerning emergency or non-emergency needs.
• Screen calls to determine the need for assistance and proper routing.
• Generate emergency and non-emergency calls for service using a CAD system.
• Interview callers and complete case numbers.
• Assist callers including those with hearing impairment or limited English.
• Monitor call taking and dispatch applications.
• Re-contact disconnected or unresponsive callers.
• Provide information on services, jurisdictional limits, and referrals.
• Demonstrate conflict resolution and negotiation in a high-pressure setting.

Skills

Customer service

Crisis communication

Conflict resolution

Multitasking

Tools

CAD system

Job description

Community Assisted Response & Engagement (CARE) is seeking applicants to answer our non-emergency and emergency 911 telephone lines. A competitive applicant would possess strong multi-tasking skills, knowledge of counseling, crisis management, the legal system, and social service agencies and the services they provide. These skills combined with extensive on the job training would be used to perform daily job duties and resolve most work problems. Contacts are primarily with the public via telephone for the purpose of responding to emergency and non-emergency requests for assistance and information.

• Receive incoming calls and text messages from the public concerning emergency police, fire, or medical service needs or non-emergency assistance requests.
• Screen calls to determine the need for assistance, proper routing, and response to calls. Transfers calls to the non-emergency queue, radio dispatchers and other appropriate agencies or personnel.
• Generate emergency and non-emergency calls for service using a Computer Aided Dispatch system.
• Interview callers; complete case/criminal reports and issue case numbers.
• Responds to requests, including from people who may be hearing impaired, Deaf, deaf-blind, speech impaired, and/or who may communicate via limited English.
• Monitor several applications specific to call taking and dispatching.
• Re-contact callers who were disconnected or who were unresponsive during initial communications.
• Provide general information to callers including availability of services, jurisdictional limitations, program information and referral to appropriate departments or agencies.
• Demonstrate techniques in conflict resolution, mediation and negotiation, working in a high-pressured, and structured environment.

This description was prepared to indicate the kinds of activities and levels of work difficulty required of positions in this class. It is not intended as a complete list of specific duties and responsibilities.

Verifiable education, training, and experience in general office and telephone communication functions and activities, demonstrated ability to access and accurately input information into appropriate computer system programs; and a minimum of six (6) months’ experience providing customer service in a high volume, fast-paced, high stress environment (or a combination of education, training and/or experience which provides an equivalent background required to perform the work of the class).

Work Environment and Physical Demands

• Work overtime, nights, evenings, weekends, and/or holidays.
• Work is performed in a busy 24/7 call center environment, confined to immediate work area, and requires continuous staffing.
• Work involves sensitive contact with members of the public via telephone, who are in crisis.
• License, Certification, and Other Requirements:
• Completion of training requirements to handle emergency and non-emergency functions as it relates to processing calls, administrative duties, referrals, and other duties assigned.

Position Requirements

• Must be available to work mandatory overtime assignments as required.
• Must be available to work a variety of shifts.
• Applicants must take a keyboarding test, a work-related multi-media performance test, and complete a background check.

Entry-level dispatchers are start at $83,144.16 per year plus an excellent benefits package that includes medical, dental and vision. The Full Salary Range (step 1-5) for this position is $39.82, $41.32, $42.77, $44.49, $46.21 per hour.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits.

This hiring process involves a psychological assessment, fingerprinting, hearing and vision screening, and a criminal background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information.

Who may apply

Who may apply: This position is open to all applicants that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. The City encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experiences.