Emergency Communications Dispatcher

City of Richland; United States; On-site; USD 34,697 - 49,418; Full time

Benefits offered by this job

Generous paid time-off

Medical, dental, and vision plans

Employer-paid life insurance

Retirement plan with employer match

Job summary

The City of Richland is looking for a 911 dispatcher to support law enforcement, fire, and emergency response in Benton and Franklin Counties. Responsibilities include responding to 911 calls, dispatching emergency services, and managing critical communication in high-stress situations.

Applicants must have a high school diploma, experience in customer service, and proficiency in Microsoft Outlook and Word. Competitive pay and various benefits are offered, along with professional development opportunities.

Qualifications

• High school diploma or equivalent.
• At least one year of customer service experience in a fast-paced environment.
• Proficiency with Microsoft Outlook and Word.
• Data-entry skills with speed, accuracy, and typing speed of 35wpm.

Responsibilities

• Respond to emergency and non-emergency 911 calls and coordinate responses.
• Use dispatch technology and interview skills for various agencies.
• Maintain calm, professional interactions with callers.
• Enter and edit structured reports with high accuracy.

Skills

Customer service experience

Proficiency with Microsoft Outlook

Proficiency with Microsoft Word

Data-entry skills

Oral communication

Calm under pressure

Education

High school diploma or equivalent

Job description

Position Overview

As part of the public safety team at the Southeast Communications Center (SECOMM) in Richland, WA, the 911 dispatcher will support law enforcement, fire/EMS, and emergency response agencies in Benton and Franklin Counties. The role involves dispatching calls, managing critical communication, and maintaining public safety operations under high‑stress conditions.

Responsibilities

• Respond to emergency and non‑emergency 911 calls, determining caller locations and coordinating appropriate responses.
• Use dispatch technology and interview skills to dispatch law enforcement, fire, EMS, and other agencies.
• Maintain calm, professional interaction with callers, including those who are intoxicated, distressed, or abusive.
• Enter and edit structured reports accurately, achieving a typing speed of 35 words per minute with high accuracy.
• Work 12‑hour rotating shifts, including day, night, weekend, and holiday schedules.
• Participate in ongoing training and professional development, including coping skills for stress management.

Minimum Qualifications

• High school diploma or equivalent.
• At least one year of customer service experience in a fast‑paced environment.
• Proficiency with Microsoft Outlook and Word.
• Data‑entry skills with speed, accuracy, and typing speed of 35wpm.

Desired Qualifications

• Prior experience in a public contact environment (e.g., medical intake, bank teller, server, barista).
• Experience in a public safety communications environment.
• Knowledge of Benton and Franklin County streets, locations, and landmarks.
• Excellent oral communication, clear speaking voice, and strong diction.
• Demonstrated ability to provide excellent customer service with tact, patience, and courtesy.

Licenses & Certifications

• ACCESS LevelI or II certification within one year of hire.
• CPR and Emergency Medical Dispatch (or equivalent) certification within one year of hire.

Benefits

• Starting pay of $30.53 per hour, with increases every six months for the first year and annually thereafter through Step7.
• Generous paid time‑off: 152.04 hours of vacation per year; 96 hours of sick leave per year; 10 recognized holidays.
• Medical, dental, vision, and time‑loss plans via United Employee Benefits Trust.
• Employer‑paid life insurance, long‑term disability, and employee assistance program.
• Defined benefit retirement plan (PSERS) with a deferred compensation contribution, matched by employer (up to 3% of 401(k) or 457 plan).

Employment Equality

The City is an Equal Opportunity Employer committed to recruiting and retaining a highly qualified and diversified workforce. Applicants are considered without regard to race, color, religion, sex, national origin, ancestry, age, veteran status, disability, sexual orientation, or any other basis prohibited by federal, state, and local laws. Reasonable accommodations will be provided for applicants with disabilities.