Lateral Emergency Communications Dispatcher

City of Richland; United States; On-site; USD 42,058 - 57,969; Full time

Benefits offered by this job

Generous paid time-off

Medical, dental, vision benefits

Employer-paid life insurance

Employee Assistance Program

Job summary

The City of Richland is seeking experienced dispatchers for a critical role in supporting law enforcement and emergency response agencies. You will manage 911 calls, requiring excellent communication and data-entry skills.

The role offers a starting pay of $29.36 per hour, with opportunities for growth and comprehensive benefits including paid time off and health plans.

Qualifications

• Two years of experience in a 911 center.
• One year of customer service in a fast-paced environment.
• Data-entry skills with speed and accuracy.

Responsibilities

• Handle routine and emergency calls for crimes.
• Assist intoxicated or distressed callers.
• Determine callers’ locations effectively.

Skills

Customer service experience

Typing speed of 35 wpm

Microsoft Office Outlook

Microsoft Word

Calm under pressure

Education

High school diploma or equivalent

Job description

Job Summary

SECOMM is seeking experienced dispatchers with at least two (2) years of experience at another 911 center to support law enforcement, fire/EMS, and emergency response agencies in Benton and Franklin Counties. Target hiring rate is $30.53–$36.35 per hour (DOQ). The position salary ranges from $30.53 to $42.08 per hour.

Responsibilities

• Handle routine and emergency calls for crimes occurring at the time of the call.
• Assist callers who are intoxicated, hysterical, irrational, confused, demanding, or screaming.
• Cooperate with callers threatening suicide, experiencing medical issues, or victims of violent crime.
• Assist with reporting lost children or animals.
• Use technology and interview skills to determine callers’ locations when the caller is unable to provide them.
• Maintain calm and professional demeanor while dealing with verbally abusive, emotionally upset, uncooperative, or frightened callers.

Qualifications

• High school diploma or equivalent.
• One (1) year of customer service experience involving substantial customer interaction in a fast‑paced environment.
• Two (2) years of experience working in a 911 center.
• Working knowledge of Microsoft Office Outlook and Word.
• Data‑entry skills with speed and accuracy; typing speed of 35 words per minute with high accuracy.

Licenses, Certifications & Other Requirements

• Obtain and maintain ACCESS Level I or II certification within one (1) year of hire.
• Obtain CPR and Emergency Medical Dispatch (or equivalent) certifications within one (1) year of hire.

Desirable Qualifications

• Prior experience in a fast‑paced and multi‑tasked public contact environment (e.g., medical intake, bank teller, server, or barista).
• Knowledge of Benton and Franklin County streets, locations, and landmarks.
• Excellent oral communication skills with a clear, confident speaking voice and good diction.
• Demonstrated customer‑service experience that includes tact, patience, and courtesy while maintaining a calm and professional demeanor.

Benefits & Compensation

Starting pay is $29.36 per hour on the first day of training, with union‑negotiated increases every six months for the first year, and annually thereafter through Step7.

• Generous paid time‑off: 152.04 hours of vacation accrued per year.
• 96 hours of sick leave accrued per year.
• 10 recognized holidays per year.
• Medical, dental, vision, and time‑loss plans through the United Employee Benefits Trust (UEBT).
• Employer‑paid life insurance and long‑term disability.
• Employee Assistance Program for public safety professionals.
• WA State Public Safety Employees Retirement System (PSERS) with deferred compensation contribution matched by employer.
• Deferred compensation: Up to a 3% contribution match to 401(k), 457, or ROTH plans after probation.

Recruitment Process Timeline

1. Submit application.
2. Typing test.
3. Job suitability assessment.
4. Fingerprinting.
5. Background and reference checks.
6. Interview with the Executive Director – conditional offer of employment.
7. Polygraph.
8. Psychological evaluation.
9. Pre‑employment medical examination, including drug and alcohol screening.

EEO Statement

The City is an Equal Opportunity Employer committed to recruiting and retaining a highly qualified and diversified workforce. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, or any other basis prohibited by federal, state, and local laws. The City honors the Americans with Disabilities Act and will provide reasonable accommodations for persons with disabilities during the application and selection process, if requested.