EMERGENCY COMMUNICATIONS SPECIALIST

Cityofrehoboth; Delaware; On-site; USD 25,000 - 39,000; Full time

Job summary

A municipal government agency is seeking an Emergency Communications Specialist to provide essential 911 communication services. This role involves handling emergency calls, dispatching responders, and coordinating public safety communications. The ideal candidate will have relevant certifications and a high school diploma. The position may require working various shifts and is vital for community safety. Successful applicants will need solid communication skills, the ability to operate complex telephone systems, and crisis intervention training.

Qualifications

• High school diploma or GED equivalent required.
• Emergency Medical Dispatch certification needed.
• Ability to operate computer and phone systems essential.
• National Crime Information Center – NCIC.
• Delaware Criminal Justice Information System – DELJIS.
• Incident Command System – 100, 200, and 700, within the 6‑month probationary period.
• Crisis Intervention within the first two years of employment.

Responsibilities

• Provide 911 communication services to citizens.
• Operate a multi-line telephone system effectively.
• Monitor and operate a radio console for public safety.
• Determines appropriate codes and assigns appropriate level of priority.
• Enters information into a Computer Aided Dispatch (CAD) system for radio dispatch.
• Utilizes Emergency Medical, Fire, and Police Dispatch protocol cards or software to ask vital questions and provide pre-arrival instructions for emergency calls.
• Monitor and operate a radio console consisting of various radio frequencies to coordinate and dispatch public safety responses ranging from routine to critical.
• Determines the appropriate priority and agency to respond to the incident.
• Utilizes the Computer Aided Dispatch (CAD) system to document individual activities of public safety responses.
• Queries, enters, modifies, and clears information in local, state, and national computerized data bases such as DELJIS, NCIC, and NLETS pertaining to arrest warrants, driver record, criminal history, stolen property, and other similar data and transmits relevant information to field units.

Skills

Written and verbal communication

Decision making

Tact and courtesy

Negotiation

Customer service

Customer services

Education

High school diploma or GED equivalent

Tools

Computer software programs

Multi-line telephone systems

NCIC

NLETS

Radio console operation

Job description

GENERAL POSITION SUMMARY

This position involves providing 911 communication services to the citizens of Rehoboth Beach and surrounding areas and dispatch and communication support for police, fire, emergency medical services, and city departments. This position operates under the direct supervision of a Communications Specialist II and the Communications Supervisor. This position may be a swing shift position.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Operates a multi-line and technologically complex telephone system for administrative calls, 911, TEXT 911, TTY, VLL, and transferring calls. Receives and processes a variety of emergency and non-emergency calls for service.
• Calms, reassures, and verbally interrogates callers to interpret, analyze, and anticipate the effect of situations in order to resolve problems.
• Provide requested information or refers callers to the appropriate agency.
• Determines appropriate codes and assigns appropriate level of priority.
• Enters information into a Computer Aided Dispatch (CAD) system for radio dispatch.
• Utilizes Emergency Medical, Fire, and Police Dispatch protocol cards or software to ask vital questions and provide pre-arrival instructions for emergency calls.
• Monitor and operate a radio console consisting of various radio frequencies to coordinate and dispatch public safety responses ranging from routine to critical.
• Determines the appropriate priority and agency to respond to the incident.
• Utilizes the Computer Aided Dispatch (CAD) system to document individual activities of public safety responses.
• Queries, enters, modifies, and clears information in local, state, and national computerized data bases such as DELJIS, NCIC, and NLETS pertaining to arrest warrants, driver record, criminal history, stolen property, and other similar data and transmits relevant information to field units.

MINIMUM ENTRANCE QUALIFICATIONS

Education and Experience

• A high school diploma (or GED equivalent)

Licenses or Certifications

• Emergency Medical Dispatch – EMD, Emergency Fire Dispatch – EFD, and Emergency Police Dispatch – EPD
• CPR/AED; National Accreditation-Medical
• National Crime Information Center – NCIC
• Delaware Criminal Justice Information System – DELJIS
• Incident Command System – 100, 200, and 700, within the 6‑month probationary period.
• Crisis Intervention within the first two years of employment.

• Possession of a standard driver’s license

OTHER JOB REQUIREMENTS

• A comprehensive background investigation to include a local, state, and federal criminal history check.
• Satisfactory results from a medical exam, pre-employment drug testing, and random drug testing.
• Maintain CPR/AED, EMD, EFD, EPD and NCIC certifications.
• Ability to operate a computer, motor vehicles, phone system and fax.
• Occasionally work overtime.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Departmental procedures, methods, and practices.
• Geographic layout of jurisdictional boundaries, landmarks, public buildings, waterways, and resources available to determine the location of incidents in the City of Rehoboth Beach and surrounding jurisdictions.
• Police radio codes and computer codes and formats.
• Common safety rules, regulations, procedures and practices to include first aid and CPR/AED.
• Emergency Communications policies and procedures including communications operations during a disaster or special response.

Skill in:

• Written and verbal communication.
• Performing a variety of duties, often changing from one task to another of a different nature.
• Decision making using good judgment and resolving complex inquiries and disputes.
• Tact and courtesy.
• Negotiation.
• Computer software programs.
• Customer services, including meeting established quality standards.

Ability to:

• Use logic and reasoning to identify potential solutions, conclusions, or approaches to problems.
• Plan and organize daily work routine and establish priorities for the completion of work.
• Follow oral and written instructions.
• Work under pressure.
• Develop and maintain cooperative and professional relationships with employees, supervisors, representatives from other departments, and organizations.
• Share knowledge with staff for mutual and departmental benefit.

Position : 30001

Type : INTERNAL & EXTERNAL

Location : 911 DISPATCH CENTER

Job Class : EMRG COMMUNICATIONS SPECIALIST