Emergency Communications Officer

Job Description

The Emergency Communications Officer (ECO) receives and processes emergency and non-emergency calls, dispatches police, fire, medical, enters court paperwork and prioritizes and responds to requests from the public, responders, and administration.

The ECO as a call taker will use multi-line telephone systems to handle incoming 911, non-emergency, and administrative lines. The ECO obtains information from callers and enters information into computer for triage and dissemination to responders. During medical emergencies ECO’s will use approved scripted call taking methods to provide live saving instructions when needed, emergency medical dispatching (EMD). ECO’s are trained in EMD through International Academies of Emergency Dispatch (IAED). Call takers use variety different software program to provide high level of service to the community.

The ECO will evaluate and prioritize requests for emergency and non-emergency services from the public, police, fire and emergency medical services agencies.

ECO’s monitor, and relay information to responders using radio and computer. ECO’s dispatch units for police, fire and medical response. Radio Traffic is monitored and logged to document location, call information, activity and the requests of responders.

The job requires the ability to maintain a collaborative and cooperative working relationship with elected and appointed officials, other City employees, other organizations, and the general public.

The communication center is staffed 24/7 with minimum staffing requirements. Shift work is required including nights, weekends and holidays. The work schedule is 40hr work week either ten-hour shifts (Mon-Thurs) or twelve hour plus four hours (Fri-Sun 4hr shift during week).

ECO’s that have completed training, introductory period, and acquired all EMD, NCIC/Ilets, and POST certifications are eligible for an IAED ACE pay incentive by continuing to meet or exceed IAED ACE Standards of Performance. If performance falls below established standards of performance, the ECO will no longer be eligible for incentive. Employees will be assessed on a quarterly basis; any necessary changes will be applied at the beginning of each quarter with IAED ACE reporting cycles. Standards are set by IAED and will be provided to all ECO’s as updates occur.

The applicant is subject to Idaho POST Rules for Eligibility, IDAPA 11.11.01-055 (01-08).

HIRING REQUIREMENTS

• High school diploma or GED; and
• Customer service experience in stressful situations is helpful;
• Successful completion of Police Department background check, CVSA, and drug screening is required;
  
  • Subject to Idaho POST Rule for Eligibility, IDAPA 11.11.01-055 (01-08).
• This section includes prior marijuana use.

Certifications Required within Three (3) Months (Training Provided)

• Idaho Law Enforcement Teletype System (ILETS)
• NCIC Certification

Certifications Required within Four (4) Months (Training Provided)

• Emergency Medical Dispatch Certification
• CPR Certification

Certifications Required within Eighteen (18) Months (Training Provided)

• Idaho POST Certification
• Out of State POST Certifications are subject to Idaho POST Challenge rule. IDAPA 11.11.01-059

An equivalent combination of education and experience that provides the required skills, knowledge and abilities to successfully perform the essential functions of the position may be considered.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receives, evaluates and prioritizes requests for emergency and non-emergency service from the public, police, fire and emergency medical services agencies and other callers, determines the nature, location of the incident and other related information. Dispatches fire units, police units, ambulances and other necessary emergency and nonemergency equipment and personnel to aid responders in the field or the general public. Prioritizes calls in accordance with established policies and procedures and enters the request into the computer-assisted dispatch system. Maintains telephone contact with callers in evolving situations until the arrival of personnel who take control of the incident.
• Handles calls that require calming emotionally upset individuals, responding to irate and abusive callers, and assisting callers with communication challenges. Determines from phrasing, vocal stress and level of cooperation the condition of the caller to provide a proper level of response to ensure the safety of the caller and responders.
• Enters information into and retrieves information from computer and files; to assist officers with investigations Maintains accurate log of calls, activities, reports, request and related information. Retrieves and provides information from the National Crime Information Center (NCIC) to requesting field units.
• Keeps immediate supervisor and designated others fully and accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems. Provides assistance, information and answers questions from the public.
• Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

CLASSIFICATION REQUIREMENTS

The requirements listed below are representative of the minimum knowledge, skill, and/or ability required for an individual to satisfactorily perform each essential duty and be successful in the position.

Knowledge of:

• Current communications, dispatch, and computer systems
• Telephone call-handling techniques
• Customer Service techniques
• Radio transmission procedures to produce effective communication
• Federal (FCC), City, Department and other applicable policies, rules, and regulations
• Police, fire, and emergency medical dispatch procedure
• Geographical layout of the city and surrounding areas
• Department organization, policies and procedures
• Specialized and computer-aided dispatch (CAD) operating system and multi-line telephone system
• Operation of a personal computer and job-related software
• Federal regulations and City policies regarding safe work practices
• Attend continued training, complying with the Idaho ADA Rules

Skill and Ability to

• Position deals with sensitive information confidentiality must be maintained
• Fast, efficient, and accurate response to emergency and non-emergency situations
• Calm demeanor, the ability to “think on your feet”, and the ability to listen carefully, comprehend what is being said and disseminate the information quickly
• Make decisions related to dispatching emergency personnel under stressful work conditions
• Establish and maintain effective working relationships with supervisors, subordinate and other City employees, and the general public
• Communicate clearly and concisely, orally and in writing
• Operate specialized computer-assisted dispatch (CAD) communications equipment, criminal information retrieval systems, and a multi-line telephone system
• Prepare accurate and grammatically correct written documents
• Respond to citizen requests in a courteous and effective manner; demonstrate empathy and de-escalation skills
• Operate a personal computer and job-related software and applications
• Multi-task; ability to toggle between several tasks quickly. Simultaneously record information in computer system, while talking to responders and communicating the responders needs to team members
• Communicate effectively in the English language at a level necessary for efficient job performance
• Perform all duties in accordance with City and State policies and procedures with regard for personal safety and that of other employees and the public

PHYSICAL REQUIREMENTS

While performing the duties of this classification, the employee is frequently required to stand, walk and sit for extended periods of time. The job requires hand/finger dexterity to handle materials, manipulate control mechanisms, keyboard, radio equipment and reach with hands and arms. The job requires operation of a computer and job-related equipment. The employee must occasionally lift and/or move up to 25 pounds with assistance. Sufficient visual acuity and hearing capacity to perform the essential functions, communicate clearly and effectively and interact with the public is required. While performing the duties of this classification, the employee may be impacted by fast-paced and stressful emergency conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hiring Note:

• Successful completion of Police Department background check CVSA and drug screening is required
• ECO’s are required to be State of Idaho POST certified within eighteen (18) months of hire, EMD Certified prior to handling medical call and NCIC Certified within three (3) months of hire. Failure to complete the certification by the established dates will violate the terms of the position and will result in termination from the position.
• Applicant is subject to Idaho POST Rule for Eligibility, IDAPA 11.11.01-055 (01-08). This section includes prior marijuana use.

Company Description

Nestled in the foothills of the majestic Rocky Mountains, Pocatello offers a perfect blend of work and play. With a semi-arid climate, you can experience the best of all four seasons, from hiking and skiing to fishing and camping. Plus, you're just a short drive away from Yellowstone National Park, Grand Teton National Park, Lava Hot Springs, and other must-visit destinations.

All job offers are contingent upon successful completion of a criminal background check.

Benefits

The City of Pocatello offers a generous benefits package to full-time employees:

• Medical
• Prescription
• Dental
• Vision
• Life Insurance
• PERSI Retirement
• PERSI Choice 401(k)
• 457 Retirement Planning
• HRA VEBA Contributions
• Employee Assistance Program
• Flexible Spending Accounts
  
  • Medical
  • Dependent Care
• Vacation Time
• Sick Time
• 11 Paid Holidays
• Education Assistance
• Employee Wellness Program
• Public Service Loan Forgiveness (PSLF) Eligible Employer