Emergency Communications Officer

Pocatello Fire Department; Pocatello (ID); On-site; USD 45,000 - 62,000; Full time

Job summary

The Pocatello Fire Department seeks an Emergency Communications Officer (ECO) to handle 911 and non-emergency calls, dispatch fire, police and medical units, and manage court paperwork as needed.

This role requires the ability to work 24/7, including nights, weekends and holidays, with training in IAED EMD and NCIC/Ilets, CPR, and POST certifications; candidates must pass background checks and drug screening.

Qualifications

• High school diploma or GED is required and helpful experience in customer service.
• Ability to handle stressful calls with calm and professional communication.
• Completion of background checks and drug screening is required.

Responsibilities

• Receives and prioritizes emergency and non-emergency requests from the public and agencies.
• Dispatches fire, police and medical units and maintains logs and reports.
• Operates multi-line phone systems and CAD for triage and dissemination.
• Ensures caller safety and coordinates with responders during evolving incidents.

Skills

Customer service experience

Calm under pressure

Effective communication

Education

High school diploma or GED

Tools

Telephone system

Computer-assisted dispatch

NCIC system access

Job description

The Emergency Communications Officer (ECO) receives and processes emergency and non-emergency calls, dispatches police, fire, medical, enters court paperwork and prioritizes and responds to requests from the public, responders, and administration.

The ECO as a call taker will use multi-line telephone systems to handle incoming 911, non-emergency, and administrative lines. The ECO obtains information from callers and enters information into computer for triage and dissemination to responders. During medical emergencies ECOs will use approved scripted call taking methods to provide live saving instructions when needed, emergency medical dispatching (EMD). ECOs are trained in EMD through International Academies of Emergency Dispatch (IAED). Call takers use a variety of different software program to provide high level of service to the community.

The ECO will evaluate and prioritize requests for emergency and non-emergency services from the public, police, fire and emergency medical services agencies.

ECOs monitor, and relay information to responders using radio and computer. ECOs dispatch units for police, fire and medical response. Radio Traffic is monitored and logged to document location, call information, activity and the requests of responders.

The job requires the ability to maintain a collaborative and cooperative working relationship with elected and appointed officials, other City employees, other organizations, and the general public.

The communication center is staffed 24/7 with minimum staffing. Requirements. Shift Work Is Required Including Nights, Weekends And holidays. The work schedule is 40hr work week either ten-hour shifts (Mon-Thurs) or twelve hour plus four hours (Fri-Sun + 4hr shift during week).

ECOs that have completed training, introductory period, and acquired all EMD, NCIC/Ilets, and POST certifications are eligible for an IAED ACE pay incentive by continuing to meet or exceed IAED ACE Standards of Performance. If performance falls below established standards of performance, the ECO will no longer be eligible for incentive. Employees will be assessed on a quarterly basis; any necessary changes will be applied at the beginning of each quarter with IAED ACE reporting cycles. Standards are set by IAED and will be provided to all ECOs as updates occur.*

The applicant is subject to Idaho POST Rules for Eligibility, IDAPA 11.11.01-055 (01-08).

HIRING REQUIREMENTS

• High school diploma or GED; and
• Customer service experience in stressful situations is helpful;
• Successful completion of Police Department background check, CVSA, and drug screening is required;

Subject to Idaho POST Rule for Eligibility, IDAPA 11.11.01-055 (01-08).

This section includes prior marijuana use.

Certifications Required within Three (3) Months (Training Provided)

• Idaho Law Enforcement Teletype System (ILETS)
• NCIC Certification

Certifications Required within Four (4) Months (Training Provided)

• Emergency Medical Dispatch Certification
• CPR Certification

Certifications Required within Eighteen (18) Months (Training Provided)

• Idaho POST Certification
• Out of State POST Certifications are subject to Idaho POST Challenge rule. IDAPA 11.11.01-059

Required Skills, Knowledge And Abilities To Successfully Perform The essential functions of the position may be considered.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Receives, evaluates and prioritizes requests for emergency and non-emergency service from the public, police, fire and emergency medical services agencies and other callers, determines the nature, location of the incident and other related information. Dispatches fire units, police units, ambulances and other necessary emergency and nonemergency equipment and personnel to aid responders in the field or the general public. Prioritizes calls in accordance with established policies and procedures and enters the request into the computer-assisted dispatch system. Maintains telephone contact with callers in evolving situations until the arrival of personnel who take control of the incident. Handles calls that require calming emotionally upset individuals, responding to irate and abusive callers, and assisting callers with communication challenges. Determines from phrasing, vocal stress and level of cooperation the condition of the caller to provide a proper level of response to ensure the safety of the caller and responders. Enters information into and retrieves information from computer and files; to assist officers with investigations Maintains accurate log of calls, activities, reports, request and related information. Retrieves and provides information from the National Crime Information Center (NCIC) to requesting field units. Keeps immediate supervisor and designated others fully and accurately informed concerning work progress, including present and potenti