Emergency Communication Specialist

CP11 University of New Hampshire; Durham (NH); On-site; USD 25,000 - 42,000; Full time

Job summary

The University of New Hampshire in Durham operates a 24/7 emergency communications center that handles both emergency and non-emergency requests for the campus community. Specialists assess calls, coordinate responders, and issue notifications to campus populations using the RAVE app, while maintaining precise records and supporting safety operations.

Candidates must meet education requirements, possess a valid driver’s license, and demonstrate calm, decisive judgment under pressure with strong

Qualifications

• High School Diploma or equivalent.
• Valid driver’s license.
• Ability to multi-task under stress and communicate clearly.
• Knowledge of public safety policies and computer systems.

Responsibilities

• Answer and screen incoming calls from victims, witnesses, staff, students, and the public.
• Evaluate calls to elicit location, severity, priority, and responder needs.
• Monitor multi-channel radio consoles coordinating with law enforcement, campus services, fire, medical, and emergency management.
• Prepare and send campus emergency notifications using the RAVE Mobile Safety application.
• Maintain logs and monitor alarms, sensors, and security systems.

Skills

Multi-tasking

Under pressure

Excellent communication

Computer literacy

Public safety awareness

Education

High School Diploma

Tools

Two-way radio consoles

CAD software

Public safety databases (NCIC/NLETS)

RAVE Mobile Safety app

Job description

Using independent judgment, emergency communications specialists make immediate, critical decisions that impact the life, health, and/or safety of faculty, staff, students, and members of the public. Within seconds, emergency communications specialists will determine which appropriate emergency responders will respond to situations and initiate that response. Emergency communications specialists are a lifeline to sworn and non-sworn police personnel as well as fire, emergency medical responders, and emergency management personnel. Candidates should have the ability to multi‑task and maintain composure in stressful situations, should possess excellent oral and written communications skills, and have at least a working knowledge and understanding of computer functions and applications.

Duties/Responsibilities

As a multi‑jurisdictional, 24‑hour, year‑round emergency and non‑emergency and state‑designated 911 emergency communications center, answers and screens incoming telephone calls from victims, witnesses, suspects, staff, students, parents, members of the public, local law enforcement agencies, and other government and non‑government entities. Evaluates phone calls in a timely manner, accurately questioning callers to elicit information necessary to establish the location, nature, degree of severity, priority, and any responder safety risks. Ability to manage stressful situations and maintain composure under pressure, and effectively communicating and ability to de‑escalate tense situations. Experience in problem‑solving under pressure, utilizing strong analytical and decision‑making skills. Respond to phone, text, e‑mail, and walk‑in requests from the public and serve as a resource to the public for community services and referrals. Answer calls for assistance on our Durham, Manchester and Concord campuses. Operate multi‑channel two‑way radio consoles to both monitor and facilitate communications between law enforcement, campus service/security officers, fire, medical, emergency management, parking and transportation services, and USNH institutions. Monitors simultaneous transmissions from multiple frequencies while accurately keeping a record of times and pertinent transmissions. Emergency communications specialists must conduct themselves in a professional and appropriate manner in accordance with UNH/USNH and police department policy and mission.

• (50%) Prepare and send emergency notifications to the campus communities regarding Clery’s reportable crimes, in‑progress threats, and severe impending weather, traffic advisories, or any other hazardous situation. Makes campus‑wide notifications for campus closures related to weather events or other urgent situations using RAVE Mobile Safety application. Activates the Whelen Outdoor siren system as appropriate. Monitors panic/burglar alarms, fire alarms, service alarms, and temperature alarms for all UNH‑owned or leased property, and other USNH institutions as requested. Participates and assists in investigations by utilizing surveillance cameras, open‑source social media databases, and other resources to identify suspects, victims, and witnesses. Summarizes information for broadcasting using clear, concise, and appropriate language in an organized, complete and accurate manner.
• (20%) Confidentially handles sensitive and legally protected information. Queries National Crime Information Center (NCIC), Department of Motor Vehicles (DMV), National Law Enforcement Telecommunications System (NLETS) and other local, state, and national computer databases to determine the status of vehicles, persons, and property, and determine the existence of wants and warrants; accesses computer systems to provide information to and request information from other agencies. Validates criminal history, warrant, and article entries of colleagues in accordance with Criminal Justice Information Services (CJIS) security policy. Accurately track, monitor, and document sworn and civilian personnel movement, activities, and status in the Computer Aided Dispatch (CAD) software. Performs informational searches in the public safety CAD system and other public safety‑sensitive, PII sensitive, and public databases upon request. Access to these systems requires trainings and certifications, as well as continuing education and testing to maintain certifications.
• (20%) Facilitate and document non‑emergency requests for assistance from the public. Maintain up‑to‑date information regarding campus and non‑campus events that may impact resources, traffic, and/or normal activity. Serves as the main point‑of‑contact after‑hours and on weekends, and campus closures for all university‑related inquiries. Keeps abreast and complies with all Communications Center guidelines, directives, announcements, special orders, policies, and procedures.
• (10%) Facilitate and document non‑emergency requests for assistance from the public. Maintain up‑to‑date information regarding campus and non‑campus events that may impact resources, traffic, and/or normal activity. Serves as the main point‑of‑contact after‑hours and on weekends, and campus closures for all university‑related inquiries. Keeps abreast and complies with all Communications Center guidelines, directives, announcements, special orders, policies, and procedures.

Requirements

Minimum Acceptable Education & Experience: High School Diploma or equivalent.

Required Licenses & Certifications: Must possess a valid driver’s license.

Knowledge, Skills & Abilities: Knowledge of Federal/State/County/Municipal or Campus Law Enforcement Agency public safety communication center policies, practices, technology and methodology. Knowledge of map, chart, diagram, blueprint reading. Involves organizing and operating multiple advanced technology and software applications with a high‑level of efficiency, accuracy, pressure and extreme stress to effectively make sound decisions while handling multiple and differing tasks simultaneously. Demonstrated ability to react responsively in emergency situations. Excellent oral and written communication skills. Computer handling, typing/keyboarding. Ability to multi‑task to a high degree of efficiency and prioritization using multiple forms of technology including multiple computers, phones, radios and/or security & fire alarm monitoring systems simultaneously. Strong communications skills with the ability to read, write and comprehend the English language, including correct spelling and grammar. Ability to take direction and follow oral and written instructions. Ability to deal tactfully and professionally with others.

Other Requirements: No criminal record other than minor motor vehicle violations. No credibility issues that would impact testimony in court, civil or administrative hearings. Must successfully complete a written examination, interview(s), background investigation, psychological & polygraph examinations, as well as medical exam to include hearing, sight, speech, and sufficient strength and physical dexterity to perform duties and responsibilities of the job.

Preferred Qualifications

State Police Online Telecommunications (SPOTS) Certification CJIS Security Training ics100 and ics200.

Compensation

Pay Range: $18.39 - $30.27. The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations.

Benefits

More information on benefits can be found here: USNH Employee Benefits | Human Resources.

Location

Durham. The University System of New Hampshire is the largest provider of postsecondary education in the Granite State. With approximately 30,000 enrolled students annually and more than 90,000 alumni living in state, the institutions of the University System - the University of New Hampshire - Durham, the University of New Hampshire School of Law, the University of New Hampshire at Manchester, Plymouth State University, and Keene State College - have a direct impact on hundreds of thousands of New Hampshire citizens every year.

University

The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high‑quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188‑acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire’s lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.