911 Emergency Communications Specialist

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

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.