Emergency Communications Dispatcher

City of Richland; Richland (WA); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Paid time off

Holiday pay

Medical insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

Employee Assistance Program

Public retirement (PSERS)

Job summary

City of Richland is seeking an Emergency Communications Dispatcher to join SECOMM in Richland, WA. You will support law enforcement, fire/EMS, and emergency response by handling calls, typing data, and coordinating with first responders during critical incidents.

The role offers full-time union-backed compensation with step increases, comprehensive benefits including medical/dental/vision, paid time off, and retirement contributions; successful candidates complete a structured training program

Qualifications

• High school diploma or equivalent.
• 1 year of customer service experience in a fast-paced environment.
• Working knowledge of Microsoft Office Outlook and Word.
• Data-entry skills with speed and accuracy; 35 wpm.

Responsibilities

• Support law enforcement, fire/EMS, and emergency response teams by handling calls and data entry.
• Coordinate with first responders and gather essential information during incidents.
• Maintain accurate records and documentation of calls and dispatch activities.
• Type efficiently under pressure and follow established procedures.

Skills

Typing 35 wpm

Customer service

Data entry

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office (Outlook, Word)

Job description

Starting pay for this position is $30.53 per hour and is set by a Collective Bargaining Agreement with the Teamsters, Local No. 839.

Position Salary Range: $30.53 - $42.08

*PLEASE READ INFORMATION BELOW CAREFULLY BEFORE APPLYING

Note to Applicants: Candidates that pass the initial typing test and CritiCall testing process will be certified and merged onto your current eligibility list and shall remain on the list for one year. The pace at which we can move candidates forward depends on the number of open positions available at any given time. As new vacancies arise, we will continue advancing applicants whose qualifications align with those opportunities.

ABOUT US

Located in Richland, WA, the Southeast Communications Center (SECOMM) is the 911 center for Benton and Franklin Counties in Eastern Washington. Additionally, we provide dispatch service to all law enforcement, fire/EMS, and emergency response agencies within both counties along with Walla Walla Fire District #5 in Walla Walla County. SECOMM averages about 28,000 calls per month, including both emergency and non-emergency calls.

Richland is located at the confluence of the Columbia and Yakima Rivers in southeastern Washington in the heart of the Pacific Northwest. Richland and its sister cities of Kennewick, Pasco, and West Richland make up the Tri-Cities MSA with a population of 312,000. Richland is the third largest city in the region with a population of approximately 62,500 residents. The city and its citizens are proud of the community’s excellent quality of life, which includes educational opportunities, outstanding health care providers and facilities, cultural and recreational amenities.

Top reasons you want to work at SECOMM:

• You have a sense of service to your community. You want to help by working closely with first responders.
• You want to support your local law enforcement, firefighters, and EMS professionals by helping them arrive on-scene and safely deploy emergency response.
• Stable full-time employment with a defined benefit retirement plan. We aren’t going anywhere!
• Career growth and advancement potential.
• Your values align with ours; Teamwork, Integrity and Excellence.

SECOMM offers an attractive compensation and benefits package that includes:

• Generous paid time-offstarting with 152.04 hours of vacation accrued per year; 96 hours of sick leave accrued per year.
• Holidays –10 recognized holidays per year
• Pay: $29.36per hour on day one of training, with union negotiated increases every six months for the first year, annually thereafter through Step 7.
• Benefit plans –Medical, dental, vision and time loss plans through the United Employee Benefits Trust (UEBT). Employer paid life insurance and long-term disability.
• Employee Assistance Program for public safety professionals.
• WA State Public Safety Employees Retirement System (PSERS), Deferred Compensation contribution, matched by employer (shown below):
  • Pension Plan - Vested in PSERS after 5 years of employment
  • Deferred Compensation –After completion of probation, employees will receive up to a 3% contribution match to their choice of a 401(1) or 457 plans, including a ROTH plan option.

GENERAL INFORMATION:

As part of the public safety team, the successful candidate will contribute to the safety and welfare of fellow emergency responders and the citizens of both Benton and Franklin counties.

Please consider the information below when determining if this is a career for you. 911 Dispatchers support law enforcement and go through a similar background process. Our recruitment process typically takes about 90 days from the date of application to hire date.

The first six months of training require significant internal resources. Vacations and time off are not guaranteed during this time. Employees are expected to be available and willing to work 12-hour rotating which includes day shift, night shift, and mandatory weekends and holidays. During training, an effort will be made to expose the trainee to both day and night shifts.

Watch video message from retired Kennewick Police Chief Ken Hohenberg about the exciting and rewarding career of being an Emergency Communications Dispatcher here.

To hear from current 911 Dispatchers, watch this 911 Dispatcher testimonial prepared by Washington State here.

Dispatching is often compared to being an Air Traffic Controller – very stressful. Part of our training is to learn to cope with that stress and take care of ourselves.

Some types of calls we deal with (and are trained to handle) include:

• Routine calls of crimes not occurring at the time of the call.
• Calls of crimes occurring during the time of the call.
• Calls from people who are intoxicated, hysterical, irrational, confused, demanding, or screaming at you, people threatening suicide, having a minor or serious medical issue, victims of violent crimes, or reporting a lost child or a lost animal.
• Use technology and interview skills to determine callers’ location, should they be unable to provide it.

There is no way to cover everything an Emergency Communications Dispatcher does every day – every day is something new and usually exciting. We encourage you to arrange to participate in an Observation (a voluntary sit-in with a dispatcher) to let you see what this job really entails.

Please view the Hiring Brochure and Hiring Standards for more information and job details.

MINIMUM QUALIFICATIONS

EDUCATION & EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent.
• One (1) year of customer service experience involving substantial customer interaction in a fast-paced environment.
• Working knowledge of Microsoft Office Outlook and Word.
• Data-entry skills with speed and accuracy, and ability to type 35 wpm with accuracy.

LICENSES, CERTIFICATIONS & OTHER REQUIREMENTS:

• Obtain and maintain ACCESS Level I or II certification within one (1) year of hire date.
• Obtain CPR and Emergency Medical Dispatch (or equivalent) certifications within one (1) year of hire date.

DESIRABLE QUALIFICATIONS

• Prior successful experience in a fast-paced and multi-tasked public contact environment (e.g. medical intake, bank teller, server, or barista) or a public safety communications environment.
• Knowledge of Benton and Franklin County streets, locations, and landmarks.
• Excellent oral communication skills to include a clear and confident speaking voice with good diction.
• Demonstrated background providing excellent customer service with tact, patience, and courtesy while maintaining a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened.

SUPPLEMENTAL INFORMATION

Final candidate(s) selected will be required to successfully complete and pass a comprehensive background/reference process to include a job suitability assessment, fingerprinting, polygraph, psychological evaluation, and a pre-employment physical examination (including drug/alcohol screening) commensurate to the position.

Example Recruitment process timeline:

Step 1 – Submit application

Step 2 - Typing test

Step 3 – CritiCall testing (data entry and typing)

Step 4 – Job suitability assessment

Step 5 – Fingerprinting

Step 6 – Background and reference checks

Step 7 – Interview with the Executive Director

Conditional offer of employment

Step 8 – Polygraph

Step 9 – Psychological evaluation

Step 10 – Pre-employment medical exam (to include drug and alcohol screening)

Final offer of employment