Emergency Communications Specialist

Burlington Electric Department; Burlington (VT); On-site; USD 47,000 - 52,000; Full time

Job summary

City of Burlington in Vermont seeks an Emergency Communications Specialist to receive, record, and process 911 and non-emergency calls, dispatch police, fire, and EMS units, and maintain accurate CAD records.

You will operate multi-channel radios and a multi-line telephone system, train new staff, and uphold confidentiality while providing courteous service to diverse callers. Overnight, weekend, and holiday shifts required.

Qualifications

• High school diploma or equivalent required.
• Associate degree in communication or business preferred.
• Ability to operate CAD, radio consoles, multiple phones, TTY/TDD.
• Commitment to diversity, equity and inclusion.
• Willingness to work overnights, weekends and holidays.

Responsibilities

• Answer emergency and non-emergency calls and relay information to appropriate responders.
• Use CAD to determine actions and track units.
• Monitor status of units in the field and relay essential updates.
• Maintain confidential and accurate computerized incident summaries.
• Train new ECS employees using the Dispatch Training Manual.

Skills

Communication skills

Customer service

Diversity & inclusion awareness

Microsoft Office

Flexible shifts

Education

High school diploma or equivalent

Associate Degree in Communication or Business Preferred

Tools

CAD system

Multi-channel radio console

Multi-line telephone system

TTY/TDD

Video monitoring equipment

Job description

General Purpose

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.

General Purpose

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

Essential Job Functions

• 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.

Qualifications/Basic Job Requirements

• 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.

Additional Information

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] .