Salary : $64,251.20 - $86,715.20 Annually
Location : 1620 N. Rebecca St., Spokane, WA
Job Type: Full Time
Job Number: 023
Department: Operations
Opening Date: 12/14/2022
Closing Date: Continuous
We are hiring entry-level and lateral Communications Officers for 911. This is an incredibly demanding and highly rewarding career that allows you to help others every single day. If you are adept with technology, a good multi-tasker, and can demonstrate strong judgement and decision making, this could be the career for you.
The ideal candidate will be hungry to learn, reliable and dependable, and have the grit and tenacity to succeed in our rigorous training program, and perform consistently in the job with a high level of mental and emotional stability. If this sounds like you, we'd love to have you apply. See the full job description below:
BASIC FUNCTIONS AND RESPONSIBILITIES:
FLSA non-exempt position that provides a critical link in the delivery of public safety service, being the first and most important contact with the citizen needing help.
The Communications Officer must develop a timely, rapid and accurate sense of call interpretation and decision-making/problem solving skills during stressful situations. This position must remain calm, showing empathy, conveying reassurance and instilling confidence in the caller that the proper response to their needs will result.
Under the direct supervision of the Communications Supervisor, Communications Officers are responsible for relaying incoming calls for service to the appropriate police, fire and EMS agencies. This position maintains contact with all responders to ensure their status is reflected accurately at all times. A Communications Officer makes critical response decisions while communicating emergency and non-emergency information from citizens and responders.
The employee is required to deal with sensitive information in a discreet and professional manner. Tasks are performed using pc based telephone and Computer Aided Dispatch (CAD) systems, and other supportive pc based devices. Work is performed in accordance with written policies and procedures. Performance is evaluated by the Communications Supervisor through direct observation and examination of written and electronic records. All voice and data entry work performed by the Communications Officer is continually recorded and is constantly subject to live monitoring for later review and critique and may include public disclosure of such work.
ESSENTIAL JOB FUNCTIONS:
• Answers emergency and non-emergency calls for service, simultaneously enters this information into the computer using a CAD System and continues to enter updates in a timely manner.
• Ability to accurately complete a variety of reports in a timely manner.
• Calms, negotiates, advises and otherwise communicates with callers to obtain accurate and essential information necessary to establish priority and initiate a timely response to emergency calls.
• Remains calm, shows empathy, conveys reassurance and instills confidence in the caller through a demeanor that will result in proper response to their needs.• Determines the appropriate agency/agencies that should be notified.
• Processes more than one call at a time.
• Assists other employees as necessary when not occupied with primary call answering duties.
• Attends mandatory trainings and/or meetings as directed.
• Performs additional duties as directed.
• Is reliable, dependable and reports for work on a consistent and predictable basis.
• Consistently thinks clearly and responds quickly in a wide variety of emergency situations.
• Gathers, organizes, translates and processes information from various emergency callers in an accurate and timely manner.
• Accurately types 35 net words per minute while listening and conversing simultaneously.
• Work shift work encompassing a 24-hour day, seven-day week; inclusive of odd hours, days, evenings, nights, weekends and holidays.
• Operates a TDD/TTY for hearing/speech impaired callers.
• Ability to respond to text to 911 applications and operate other computer programs as necessary.
• Ability to meet ACCESS/FBI/CJIS requirements, including maintaining a record free of felony convictions.
• Ability to obtain Telecommunicator 1 Certification within six (6) months of completion of new hire training or as soon as available and recertification every two (2) years.
• Obtains and relays accurate and essential information necessary to establish priority and initiate a timely response to emergency calls. Determines the appropriate response to an incident.
• Relays updated information as received and accurately records it in a timely manner.
• Ability to obtain Telecommunicator 2 Certification within eighteen (18) months of completion of new hire training or as soon as available, and recertification every two (2) years.
INTERPERSONAL CONTACTS:
Contacts are made both inside and outside the organization. Internal contacts frequently include the Communications Officers, Supervisory staff and Administrative personnel. External contacts may include Center customers, outside vendors, governmental personnel, applicants and citizens. This position is representative of the Center and therefore it is critical that all interactions are respectful and professional. Interactions tend to focus on information exchange and the receiving and giving of procedural changes. A majority of external interactions are via telephone or electronic exchange.
REQUIRED KNOWLEDGE OF/SKILL IN:
• Spokane regional service area, including streets and landmarks.
• Map reading including knowledge of adjacent areas, directions of travel, hundred blocks and freeway access.
• Condensing large amounts of information into readable, sensibly typed or verbal remarks in a timely manner and can recall numerous acronyms and codes essential to appropriate call processing.
• Maintaining familiarity with the Standard Operating Procedures (SOP) and appropriate manuals that provide thorough knowledge of SREC operations and procedures.
• Operating a radio, computer and telephone system with essential peripherals and program applications.
REQUIRED ABILITY TO:
• Maintain a high level of confidentiality and professionalism regarding sensitive internal and external information.
• Speak the English language coherently and clearly, possessing an excellent vocabulary and verbally communicate effectively. Speaking another language in addition to English is beneficial but not a requirement. Employees that are not certified in a language other than English will be required to use the language bank.
• Work through complex technical tasks involving various public safety communications systems.
• Interact effectively with people in a multi-cultural society under extremely stressful situations.
• Record names and numbers rapidly and accurately.
• Remember numerous details and quickly re-call essential information.
• Work up to twelve (12) hours at a time (or longer if exigent circumstances exist), continuously wearing a communications headset, while still being able to hear and understand other outside sources to include conversations with large amount of internal and external background noise. Hear and react to multiple simultaneous sound and visual sources in a timely manner is critical.
• Work as a "team" member, establish good working relationships and provide excellent internal and external customer service.
• Work effectively in a disciplined environment with close supervision and carry out lawful orders regardless of personal agreement.
• Ability to use independent judgement and discretion to make decisions.
REQUIRED EDUCATION AND EXPERIENCE:
• High school diploma or equivalent.
• 18 years of age or older at time of hire.
• Accurately types 35 net words per minute while listening and conversing simultaneously.
DESIRED QUALIFICATIONS:
• Basic experience in computer terminal operation in a Microsoft Windows environment.
• One year or more experience in the public safety field.
• CPR/AED Certification.
MANDATORY LICENSES OR CERTIFICATIONS
• Possession of or ability to obtain driver's license valid in Washington within 30 days of hire date.
• Successful completion of CJIS Background check.
• A Central Computerized Enforcement Service System (ACCESS) certification upon employment.
• Required to obtain and preserve CPR/AED Certification within six (6) months of employment.
• Telecommunicator I and II Certification
• Certification by International Academies of Emergency Dispatch - Emergency Medical Dispatch
WORK ENVIRONMENT:
• May be required to stay in the Center for the full scheduled shift. Uninterrupted lunch and breaks are not guaranteed.
• Position is extremely stressful, emotionally charged and plays a critical role in public safety service delivery. Must take information from callers who may be excited, abusive, foulmouthed, incoherent, intoxicated or hysterical.
• Work is performed in a low-light and confined environment.
• The employee is subject to "call back" on short notice.
• May be required to participate in Police/Fire/EMS ride-alongs.
• Report for and/or stay on duty for up to 4 hours before or after a shift.
PHYSICAL, SENSORY AND MENTAL DEMANDS:
• Individual must sit or stand while observing a computer display screen for long, uninterrupted periods of time. Individual must have adequate hearing and visual acuity, including the ability to accurately distinguish colors, to operate successfully in this environment.
• Must continually demonstrate a high level of mental and emotional stability.
• Individuals must be free from physical, sensory or mental impairments that with or without reasonable accommodation would interrupt continuous performance of a shift lasting from eight to twelve hours.
• Accurately type 35 net words per minute while listening and conversing simultaneously.
• Ability to read and discern visual images on a variety of media, to include small liquid crystal displays offering very little brightness/darkness contrast, standard flat panel computer monitors, printed matter that has been reduced to less than normal size type, multi-colored indicator lights which have differing flash rates and color which indicate the status of electronic functions.
• Ability to pass a hearing test in accordance with NENA hearing standards.
01
Do you have a high school diploma or equivalent -AND--one (1) year of anycombination of education, training and/or work experience which provides evidencethat you possess the knowledge and abilities required for the position?
02
Typing Speed Certification: Note: You must be able to type at least 35 words perminute NET (after adjustments for mistakes). This will be verified during the testingprocess. I certify that I am able to type at least 35 WPM NET.
03
My actual NET typing speed is:
04
Do you have a valid driver's license?
05
ACCEPTANCE OF WORKING CONDITIONS OF EMPLOYMENT: The following "yes" or"no" questions 5 though 9 reflect conditions of employment, which all emergencycommunications call receivers must accept. If you cannot answer "yes" to allquestions, you cannot be employed in this position. I AM ABLE TO HANDLE HIGHLYSTRESSFUL SITUATIONS: Work as a 911 call receiver can be emotionally stressful. Inorder to be successful in this job, employees must be able to hear terrible problemsand remain focused, thinking, and able to perform their duties competently. Theymust have skills for coping with and processing the trauma to which they have beenexposed, so they can maintain a healthy and positive work attitude.
06
I AM WILLING TO WORK ANY REQUIRED WORK SCHEDULE: The EmergencyCommunications Center operates 24 hours per day, 7 days per week. Staff must bewilling and able to work any assigned shift, including day, swing, and graveyard; anyholidays; and workweeks having any two days off. It may take several years toachieve enough seniority to bid a preferred shift.
07
I AM WILLING TO WORK MANDATORY OVERTIME: Call receivers may be required towork overtime at the discretion of the management.
08
I AM ABLE TO PASS A THOROUGH BACKGROUND INVESTIGATION: Because of theirrole in law enforcement, applicants are required to pass a thorough investigation oftheir background. This includes an investigation of conviction records, employmentand education history, character and reputation in the community, etc. Applicantsmay be rejected for reasons including, but not limited to the following: felonyconvictions, patterns of criminal behavior, drug use, etc.
09
I AM WILLING TO TAKE A DRUG TEST, POLYGRAPH EXAM, AND UNDERGOPSYCHOLOGICAL SCREENING: Because of the life and death consequences possible inthis job, it is classified as "safety sensitive." These test help ensure that candidatesare reliable, clear thinking and capable of performing the necessary tasks.
10
I certify that all statements in this supplemental application are true and complete. Iunderstand that any false or incomplete entries may subject me to disqualification or dismissal.
11
Please check the box that applies to your current Union status:I am a 1553 Union member in the open position's departmentI am a 1553 Union member in another departmentI am not a 1553 Union member, but I am a Master Contract member
- I am a 1553 Union member in the open positions's department
- I am a 1553 Union member in another department
- I am not a 1553 Union member, but I am a Master Contract member
- I am not a 1553 or Master Contract member, but I am a Union member
- I am not a Union member
Required Question
