Emergency Telecommunications Dispatcher

ABOUT THE DEPARTMENT:

The Emergency Communications Department serves as the communications and technological link between Fire, Police, Emergency Medical Services (EMS), and mental health support resources for those who live, work, and visit the city. The department provides communication and information technology services needed to preserve life, conserve property, and build long term relationships with the public. We are proud to support public safety and community initiatives to enhance services to those who request them.

ESSENTIAL DUTIES & RESPONSIBILITIES: Responsibilities include coordinating the operations and activities in the Emergency Communications Center. Test, monitor, and operate police and fire signaling systems. Receive and process police, fire, and EMS-related emergency calls using various national, state, and local protocols. Dispatch police, fire, EMS, and other emergency units and personnel as needed. Monitor and operate radio, computer, telephone, and other specialized equipment in support of public safety communications and dispatch functions. Perform other dispatch, signal monitoring, and communications support duties as assigned. Working under the supervision of the ECC Supervisor, the ETD will have detailed job responsibilities in the following major areas:

• Receiving Telephone Calls and Obtaining Information Using Structured Protocols
• Dispatching Public Safety Personnel and Resources
• Understanding Police and Fire Field Operations and Procedures
• Processing Alarms from Police, Fire and Central Station Signaling Equipment
• Providing Information to Responders, the Public and Other Agencies
• Providing Emergency Medical Dispatch Services and Instructions
• Testing City Fire and Intrusion Alarm Signaling Equipment
• Servicing Field Unit Requests for Service
• Reporting and Recordkeeping
• Troubleshooting 911 and Other Signaling Equipment
• Operating General Facility Devices and Equipment
• Taking Reports Over the Phone
• Continuing Education Training
• Maintaining the Facility and Workspace
• Undertaking Special Projects

ETDs receive a variety of operational and technical training in support of their duties. ETDs work in a combined 911 and Public Safety Dispatch environment handling police, fire, and medical emergencies. ETDs also handle police and fire non-emergency calls on 10-digit business lines. Based on training, console position setup and the discretion of supervisors, ETDs will be expected to work at any position including those primarily responsible for call answering, police dispatching, fire/EMS dispatching, and computer operations. ETDs are expected to participate in on-going training and to maintain all dispatch-related certifications, including those for CPR, Emergency Medical Dispatch (EMD), and CJIS. ETDs may also be assigned a wide variety of special duties at the discretion of Department management, including support duties in the Emergency Operations Center or at Tactical Command Posts. All ETD’s are also required to assist with training other employees as needed.

MINIMUM REQUIREMENTS:

• A high school diploma or GED is required.
• Applicants will undergo a multi-part Dispatcher Screening Process. Applicants must have the ability to touch-type at least 30 WPM (net of errors). A typing test will be administered during the hiring process. Applicants must also pass additional tests and a thorough background and criminal history review.
• Candidates must have interest in, and be suitable for, work in a combined police, fire, and EMS dispatch center.
• Also required is maturity of judgment and the following abilities: ability to learn and understand the basic field operations and procedures of the police and fire departments, to manage police-fire dispatch operations and support units and field commanders requesting resources and support actions, to use various technical systems including computerized dispatch, signaling, alarm monitoring, telephone console, and general personal computer equipment.
• Additionally, candidates should possess a courteous but authoritative telephone voice and manner, as well as the ability to understand and skillfully manage emergency and business callers. Must have the ability to be understood clearly by others over radio and telephone circuits, to accurately record the detail of telephone and radio conversations, and to remain calm under the pressure of emergencies, peaking workloads, and multiple (simultaneous) responsibilities.
• Must be able to obtain and maintain required certifications of an Emergency Telecommunications Dispatcher including Emergency Medical Dispatch (EMD), Basic Public Safety Telecommunicator Course, State 911 Certification and CPR within one year of hire.
• The City of Cambridge's workforce, like the community it serves, is diverse, and candidates must demonstrate the knowledge and the ability to work effectively with individuals and groups with a variety of identities, cultures, backgrounds and ideologies.

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Detailed knowledge of the City of Cambridge with demonstrated knowledge of Cambridge streets and locations strongly preferred.
• Demonstrated experience in one of several areas of public safety and/or public safety dispatching including one year of experience as a public safety, police, fire or EMS dispatcher, a police officer, firefighter, EMT, or paramedic.
• Applicants with one year of experience as a police/fire alarm or telecommunications system installer, call center operator, or dispatcher in non-public safety agency or private agency will also be considered.
• Certification from the Massachusetts State 911 Department’s Public Safety Communications 5-Week Academy or CJIS certification from the Massachusetts Criminal History Systems Board is strongly preferred.
• A bachelor’s or associates degree in Criminal Justice or a related field is also preferred.
• The ability to speak Spanish, Portuguese or Haitian-Creole is also preferred, in addition to English. The City of Cambridge's workforce, like the community it serves, is diverse, and candidates must demonstrate the knowledge and the ability to work effectively with individuals and groups with a variety of identities, cultures, backgrounds and ideologies.

PHYSICAL DEMANDS: Tasks involve extensive keyboarding on multiple keyboards and attentive listening to telephone calls and radio transmissions (often at a low volume level and of poor audio quality on a department-supplied headset or handset). Candidates must have the ability to exert very moderate physical effort typically involving some combination of stooping, kneeling, and lifting, as well as carrying, pushing and pulling objects and materials of moderate weight, twelve to twenty pounds. Candidates must be able to work any shift assignments, including nights, weekends, holidays, overtime (both forced and scheduled), and up to 16-hour shifts. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT: General call center-type environment with air conditioning and fluorescent lighting. Noise level can be high as the office is active with phone calls, radio transmissions, signal and equipment sound.

SUMMARY OF BENEFITS (As Outlined in the Current Teamster Collective Bargaining Agreement):

• Competitive Health, Dental and Vision Benefits
• Vacation and Sick Leave Eligible
• Sick Incentive Pay Eligible
• 3 Personal Days
• 14 Paid Holidays
• City employee commuter benefits (T-Pass reimbursement Bluebikes membership, EZRide Shuttle membership)
• Additional compensation for the following stipends and incentives (Please note this is a high-level overview and not a binding contract. For more information, please refer to the current Teamster Collective Bargaining Agreement):
  • Teleserve Training Incentive: $1,750 annual allowance for satisfactory completion of medical preparedness and Teleserve Training.
  • Computer Skills Proficiency Stipend: Upon passing basic computer skills proficiency tests in Microsoft Word, Outlook, Excel, Access, PowerPoint, Cambridge Request System, Peoplesoft, and Writing Skills, employees will receive an hourly stipend ranging between $.35 to $2.45.
  • Typing ECD Stipend: $300 yearly for typing speeds of 30-39 WPM and $500 yearly for speeds of 40 WMP.
  • Bilingual Incentive Pay: Eligible employees will receive a $350 annual stipend.

REQUIRED DOCUMENTS:

Please upload the following documents to complete your application:

• Resume
• Cover Letter

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