What are the responsibilities and job description for the EMERGENCY COMMUNICATION OFFICER I, II, III position at City of Milwaukee?

Introduction

The Departmentof Emergency Communications invites qualified individuals to apply for theposition of Emergency Communications Officer. Individualshired from this recruitment have an anticipated start date of Summer 2025.

The Department of EmergencyCommunications may fill positions at the Emergency Communications Officer I,II, or III level based upon candidate qualifications.

The City ofMilwaukee is proud to employ a diverse workforce that is committed to providingexemplary service to the City’s residents. If you have a passion for being apart of an inclusive team of public servants, please consider the followingopportunity.

Purpose

The City of Milwaukee is seeking applicants toanswer non-emergency and emergency 911 telephone lines. A competitive applicantwould possess strong multi-tasking skills, good judgement, ability to makedecisions quickly, and provide instructions. These skills combined withextensive on the job training would be used to perform daily job duties andresolve most work problems.

Essential Functions

Promptly answers and processes incoming emergency and non-emergency telephone calls through the enhanced 911 system
Determine the nature of the call and prioritization.
Enter data related to calls into the Computer-Aided Dispatch (CAD) system.
Provide pre-arrival instructions to police or medical emergency callers.
Receives and transmits via phone or another communication system all information necessary for the efficient delivery of services using judgment and adhering to established department operations and procedures.
Aids and directs callers in emergency scenarios for medical, fire, or police emergencies.
Accurately and professionally records data into the CAD system, including vital data related to each call.
Accurately reports information surrounding each call and actions taken, including summarizations with critical information.
Provides necessary intercommunication with other department divisions.
Coordinates with other telecommunicators and dispatchers for all emergencies warranting dual response.
Determines and contacts other individuals or agencies as per protocols.
Refers callers to other agencies as appropriate to specific needs or information requested.
Provides on-the-job training to probationary call takers, completing and reviewing daily evaluations and reports.
Work collaboratively with co-workers, field responders, supervisors, etc., to manage the response for service or emergency situations.
Operate, enter and retrieve information using the CAD and other interfaced systems in support of incident response and public assistance
Respond promptly and effectively to requests received by radio from protective service personnel and / or supervisors for personnel, equipment or other stated needs.
Monitor the status of units, provide incident information, respond to requests and take appropriate action.
Speak with callers to determine incident type, response priority and whether to dispatch police and / or fire personnel needed or if alternative response is appropriate.
Provide police, fire or medical instruction based on the incident type.
Perform all duties consistent with Department policy.

Reasonableaccommodations requested by qualified individuals with disabilities will bemade in accordance with the Americans with Disabilities Act (ADA) of 1990, asamended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

Conditions of Employment

The Department of Emergency Communications maintain operations 24 / 7 365-days a week.

Trainees may be assigned different shifts weekly during training to include all shift schedules.

Work all shifts as assigned, including second shift (3 : 30 PM – 11 : 30 PM) or third shift (11 : 30 PM-7 : 30 AM).

Work most weekends, holidays, rotating days off and overtime when required.

Required to be able to work sixteen (16) hour shifts and last-minute mandates.

Obtain and maintain CJIS clearance throughout employment.

Obtain and maintain EMD Certification throughout employment.

Obtain and maintain CPR Certification throughout employment.

Minimum Requirements

Emergency CommunicationsOfficer I

Must be at least 18 years old at time of application.

High School Diploma or equivalency.

Ability to type 30 words per minute.

Six (6) months of responsible work experience where customer service and problem solving were major job functions.

Must be legally authorized to work for any employer within the United States.

May NOT have any Felony convictions.

Misdemeanor convictions and arrests may be a bar to the CJIS clearance required for this position. Misdemeanor records will be reviewed on a case-by-case basis to determine eligibility.

Emergency Communications Officer II

Meet the requirements of level I and

One (1) year Universal Call-Taking experience

Emergency Communications Officer III

Meet the requirements of level I and

One (1) year call-taking experience

One (1) year emergency services dispatching experience

Desirable Qualifications

An Associate’s degree, Bachelor’s degree or higher

At least two years of college coursework

Bilingual (Spanish) written and verbal communication skills

Experience using Computer-Aided Dispatch (CAD) systems

Knowledge, Skills, Abilities & Other Characteristics

Knowledge of Microsoft Windows

Knowledge of computer program operations.

Knowledge of City boundaries and boundaries of suburban communities; major buildings, landmarks, and major streets in the City of Milwaukee.

Ability to perform several tasks simultaneously, especially listening, talking and typing.

Ability to actively listen to callers, establishing rapport, and ask appropriate questions to quickly assess their needs.

Ability to effectively communicate with a wide variety of callers from different socioeconomic and ethnic groups, often in stressful, emergency or difficult situations.

Ability to quickly identify the most important information provided by callers or field responders.

Ability to quickly and accurately enter information, including numerical data, into the C.A.D. system in standard English, in a readable format.

Ability to maintain composure during emergencies and when interacting with challenging customers.

Ability to memorize codes, names, street locations, landmarks, and other information.

Ability to learn new procedures.

Ability to use standard English and rules regarding English grammar, punctuation, and spelling.

Ability to speak and understand English clearly over communications equipment.

Ability to read maps rapidly and accurately.

Ability to work in a seated position for long periods of time.

Current Salary

Annual Salary Rates

Non-Resident

Resident

Emergency Communication Officer I (PR 5IN)

58,014

59,754

Emergency Communication Officer II (PR 5JN)

60,973

62,802

Emergency Communication Officer III (PR 5LN)

66,716

68,717

Rates of pay are subject to Common Council approval and are noteffective until after March 7, 2025

The City of Milwaukee offers a comprehensive benefits program thatincludes the following :

Defined Benefit Pension Plan

457 Deferred Compensation Plan

Health, Vision, and Dental Insurance

Comprehensive Wellness Program

Onsite Clinic Services

Onsite Employee Assistance Program

Long Term Disability Insurance

Group Life Insurance

Tuition Reimbursement Benefits

Paid Vacation

12 Paid Holidays

Paid Sick Leave and other paid leaves

Flexible Spending Arrangement

Commuter Value Pass

Salary : $66,716 - $68,717

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