911 TELECOMMUNICATOR

Frontier Regional 911; Goldendale (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

Frontier Regional 911 is seeking an emergency communications operator to receive and prioritize calls, provide calm instructions, and dispatch responders using CAD and radio systems. You will enter and retrieve data, monitor equipment, and coordinate across agencies under stressful conditions.

The role requires high school diploma or equivalent, strong communication, and the ability to work rotating shifts including nights and weekends.

Qualifications

• Ability to manage high‑stress situations and make timely decisions in emergencies.
• Strong verbal and written communication; professional telephone and radio etiquette.
• Comfort using CAD, databases, and basic office software.
• Attention to detail in data entry, recordkeeping, and procedures.
• Willingness to work rotating shifts, including nights, weekends, and holidays.
• Team orientation and ability to collaborate with public safety personnel.
• High school diploma or equivalent; dispatch or public safety experience is beneficial but not required.
• Willingness to complete background checks, medical evaluations, and training.

Responsibilities

• Operates multi‑line 911 telephone system, alerting system, CAD, and related equipment.
• Determine call location and priority; transfer to appropriate agency as needed.
• Provide information and emergency instructions under stress until resolved.
• Enter and retrieve information in CAD and data systems accurately.
• Monitor radio channels and dispatch responders under high pressure.
• Process alarm information and notify parties of malfunctions or out‑of‑service equipment.
• Maintain records and confidentiality per policies; participate in public education events.
• Perform rotating shift work including day, swing, or night hours, weekends and holidays.

Skills

High-stress decisions

Communication skills

Computer literacy

Attention to detail

Teamwork

Shift flexibility

Background checks

Public safety coordination

Education

High school diploma or equivalent

Tools

CAD system

Databases

Office software

Job description

Company Description

Frontier Regional 911 serves as the primary public safety answering point (PSAP) for Jefferson, Wheeler, Sherman, and Gilliam Counties in Central Oregon, supporting law enforcement, fire, and emergency medical services. The agency plays a critical role in community safety by receiving emergency calls and coordinating responses across multiple jurisdictions. Team members work closely with first responders and partner agencies to ensure timely and accurate dispatch of services. The organization values professionalism, reliability, and a strong commitment to public service, offering applicants the opportunity to make a direct impact on the safety and well‑being of local residents.

Role Description

Under general supervision, receives, prioritizes, transfers, and enters emergency and non‑emergency calls for service. Performs a variety of responsible, moderately difficult data entry duties; operates one or more types of office or specialized equipment in conjunction with the work; applies independent judgment in making decisions, resolving problems, interpreting laws, ordinances, and other guidelines and regulations. Performs other Communications work as assigned. Work is reviewed through evaluations, quality assurance, and results achieved.

ESSENTIAL FUNCTIONS

• Operates, screens, and answers a variety of emergency and non‑emergency services and complaints utilizing a multi‑line 911 telephone system, alerting system, CAD system, TDD system for the deaf and hearing impaired, fax machine, computer terminal, copy machine, printers, recorders, and other equipment as required.
• Determine the location and nature of the call; evaluate and prioritize calls for service; and when necessary, transfer to the appropriate response agency.
• Provide information and/or emergency instruction under stressful conditions, calmly, clearly and distinctly, until the situation is resolved and/or emergency assistance has arrived.
• Accurately and comprehensively enter and retrieve information into a computer‑aided dispatch CAD system or other data storage and record‑keeping system.
• Monitor and operate a multi‑channel radio console and computer equipment; dispatch appropriate public safety responders under stressful conditions, calmly, clearly, and distinctly, until the situation is resolved.
• Monitor alarm receiving equipment and process the information received, taking the appropriate actions; dispatch emergency units or notify responsible parties of malfunction or equipment out of service.
• Informs supervisors of situations that require their attention and notifies the appropriate personnel for repair and testing of the communication center equipment.
• Process requests for confidential information in accordance with state and federal disclosure laws.
• Enter and modify information into local, state, and national computer databases.
• Participates in public education events.
• May be required to appear in court when subpoenaed.
• Maintains awareness of and complies with Division, Departmental and City policies, procedures and directives.
• Assists in maintaining the cleanliness of the communications center and updates the Centerʼs reference materials.
• Position requires rotating shift work including day, swing, or night and work all days of the week including weekends and holidays; and overtime as needed.
• Performs a variety of center functions; maintains operational and confidential department records and files; composes routine or recurring correspondence; assists the operation by performing routine administrative details; and relays information using appropriate communications systems.
• Mentors and provides guidance, training, or assistance to new employees as needed.
• Contributes to the effectiveness of Frontier Regional by demonstrating an attitude that encourages cooperation, coordination of efforts, efficient use of resources, and exceptional customer service.
• Provides continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively to provide quality service.
• Develops innovative programs and projects and proactively introduces change to address emerging issues and opportunities.
• Performs other related duties as assigned

Qualifications

• Ability to manage high‑stress situations, remain calm under pressure, and make sound, timely decisions in emergency scenarios.
• Strong communication skills, including clear verbal articulation, active listening, and professional telephone and radio etiquette.
• Comfort with computers and technology, including use of computer‑aided dispatch systems, databases, and basic office software.
• Attention to detail and accuracy in data entry, recordkeeping, and following established procedures and protocols.
• Ability to work rotating shifts, including nights, weekends, and holidays, and reliably report for duty as scheduled.
• Capacity to work as part of a team, collaborate with public safety personnel, and maintain a professional and respectful demeanor.
• High school diploma or equivalent; prior dispatch, emergency services, or public safety experience is beneficial but not required.
• Willingness to complete required background checks, medical evaluations, and training certifications related to 911 operations.