Emergency Communications Specialist

City of Burlington, Vermont; Burlington (VT); On-site; USD 47,000 - 52,000; Full time

Job summary

The City of Burlington, Vermont seeks an Emergency Communications Specialist to receive, process, and dispatch police, fire and ambulance units. You will monitor CAD, respond to calls, and coordinate with multiple agencies. Strong customer service and knowledge of local geography are essential.

Union AFSCME; pay grade 17; hourly pay $33.79–$37.68; remote work is not offered. Must pass tests, background check, and obtain VCIC/NCIC certifications after starting.

Qualifications

• High school diploma or equivalent; Associate degree preferred.
• Pass written, typing examinations, panel interview and background check.
• Must obtain VCIC and NCIC certifications after starting.

Responsibilities

• Interact with callers requesting emergency or non-emergency response.
• Uses CAD to determine appropriate actions.
• Monitor location and status of police, fire and ambulance units.
• Answer calls from 911 and special service lines, relay information to responders.
• Record accurate computerized summaries of all emergency calls.

Skills

Typing

Microsoft Office

Public safety knowledge

Customer service

Education

High school diploma

Associate degree preferred

Tools

CAD system

Radio console

TTY/TDD

Video monitoring

Job description

This position receives, records, and processes emergency and non-emergency requests for police, fire and ambulance assistance, and dispatches units appropriately; responds to routine inquiries or referrals. Monitors radio traffic and operate computer systems required to complete the task; provides communications link between police/fire/ambulance response units and outside public service agencies. In addition this position acts as an internal routing unit, receiving calls from the public, other City departments, etc., and directs the call to the appropriate Police Department personnel.

Union Affiliation: American Federation of State County and Municipal Employees (AFSCME)
Pay Grade 17: $33.79 - $37.68 Hourly
Remote Tier 1: Zero (0) days remote/week

• Interact with callers requesting emergency / non-emergency response or service from the community or public agencies.
• Uses established protocols and the computer-aided dispatch system (CAD) to determine appropriate actions to be taken.
• Monitors and maintains the location and status of police, fire and other authorized agency united in the field.
• Answer emergency and non-emergency calls from incoming lines, including 911 and special service lines (e.g. hearing-impaired). Elicit facts from the caller, determine type of assistance required for the situation, and relay necessary information to the appropriate source i.e., police officers, fire field units, emergency ambulance services, mutual aid agencies and volunteers, City, County, State or Federal agencies.
• Participates with the Administration in the development, implementation, and review of procedures.
• Monitor radio communication channels for police, fire, ambulance; Department of Public Works; local government; and relay information to the appropriate authority.
• Record and maintain accurate computerized summaries of all emergency call using C.A.D. system.
• File and organize resource information including but not limited to sensitive information, in a discreet and professional manner by maintaining confidentiality.
• Established Emergency Communication Specialists will train new ECS employees using the department's Dispatch Training Manual.

• Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies.
• Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional development.
• High school diploma or equivalent (Associate Degree in Communication or Business Preferred) required.
• Must successfully pass the written, typing examinations, panel interview and background check conducted by the Department.
• After acceptance of conditional offer of employment applicant must pass physical examination by the Medical Board.
• Emergency Communications Specialist will obtain and maintain Vermont Criminal Information Center (VCIC) and National Criminal Information Center (NCIC) certifications upon starting the position.
• Must demonstrate the ability to operate Police and Fire computer equipment, a multi-channel/function radio console, a multi-line telephone system, a TTY/TDD, as well as Police, fire, and medical emergency alarm receiving equipment and video monitoring equipment.
• Demonstrated knowledge of the street system and the geography of the Burlington area, with some knowledge of law enforcement, public safety and/or fire science procedures preferred.
• Knowledge of Microsoft Office preferred
• Ability to maintain a positive customer service attitude at all time with public, user agency members, co-workers and supervisors.
• Must be able and willing to work overnights, weekends, holidays and overtime shifts.
• Regular attendance is necessary and is essential to meeting the expectations of the job functions.
• Ability to understand and comply with City standards, safety rules and personnel policies.

Promoting a culture that reveres diversity and equity

The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work‑force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.

In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.

For accessibility information or alternative formats, please contact Human Resources Department at 802-540-2505 or [e-mail].