What are the responsibilities and job description for the Emergency Communications Specialist - I position at Madison County Commission?
JOB
This position provides a critical link in the delivery of public safety service, being the first and most important contact with the citizen needing help. This position must remain calm, show empathy, convey reassurance, and instill confidence that the proper response to callers' needs will result. Communications Officers also serve field responders and support agencies, ensuring their safety and mitigating necessary resources for optimum job performance. The employee is required to deal with sensitive information in a discreet and professional manner and report directly to the Supervisor.Communications Officers perform specialized technical communications work in the operation of the Madison County 911 Center; they receive incoming emergency and non-emergency calls and dispatch appropriate agencies and/or personnel as required. Incumbents must develop a rapid and accurate sense of call interpretation and decision-making/problem-solving skills during stressful situations, process multiple calls simultaneously, and initiate a sequence of time-sensitive actions. Telecommunications work involves the exercise of independent judgment and initiative while adhering to departmental, local, and national standards and policies. Communications officers must establish and maintain effective working relationships with co-workers, agency personnel, and the general public; and ensure that performance meets a high standard of customer service.
EXAMPLE OF DUTIES
(Examples illustrate various types of work performed, work assignments may vary depending on the department's needs and will be communicated to the applicant or incumbent by the supervisor.)Answer emergency and non-emergency calls for service, gather accurate information needed to assist callers and simultaneously enter this information into computer systems.Calm, question, and provide instructions to callers using dispatch protocol systems; provide emergency assistance to callers until responders arrive when needed.Determine public safety agency responsible for responding to calls for assistance, dispatch appropriate units using radio and pager systems; accurately relay all appropriate and necessary information to responders.Continually update information as it is received, through documentation and verbal communication with responders, to include follow-up and updated statuses of calls.Monitor multiple radio channels, handle multiple radio traffic, process multiple calls; process calls and radio simultaneously as volume requires; prioritize multiple calls for service.Operate various communications equipment including computer-assisted dispatch terminal, and other reporting software accurately enters and retrieves data.Monitors and operates TDD/TTY to communicate with hearing-impaired callers.Notify additional personnel and/or support agencies as directed by field personnel, departmental policies, supervisor, or anticipation of needs.Track availability and status changes of all field units, including accurate tracking in computer systems; maintain a log of radio traffic on events, noting abnormal occurrences, documenting and responding to additional requests.Assist outside agencies when needed, ensuring a high level of service to ALL Madison County callers.Maintain a positive customer service attitude at all times with the public, user agency members, co-workers, and supervisors;Remain calm, show empathy, convey reassurance, and exhibit a demeanor that instills confidence the caller will receive a proper response to their needs;Work shift work encompassing a 24-hour day, seven-day week; inclusive of odd hours, days, evenings, nights, weekends, and holidays.May be required to be on-call, remain on duty after shift end and respond to emergency situations at any time.Must be reliable and dependable, reporting for work on a consistent and punctual basis.Maintain certification requirements, actively self-study during downtime, and complete department-mandated training and/or administrative duties.Remain current on all CFD information including policy changes or updates, and information disseminated from superiors; ensure that actions follow the most up-to-date direction.Perform emergency or disaster-related duties as assigned.Perform additional duties consistent with role and function as assigned.Interpersonal Communications: Contacts are made both inside and outside the organization. Internal contacts frequently include co-workers, Supervisors, Administrative personnel, and support agencies.External contacts may include outside vendors, governmental personnel, visitors, trainers, professional colleagues, and citizens. This position is representative of Madison County, 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. Interpersonal communication should occur whenever information exists that could impact another individual or agency's knowledge or performance.
SUPPLEMENTAL INFORMATION
Work Environment: Work is typically performed in a confined environment, with varying levels of light.A disciplined atmosphere with close supervision; must carry out lawful orders regardless of personal agreement.May be subjected to excited, abusive, foul-mouthed, incoherent, drunk, impaired, or hysterical callers.Must be available to work shift work encompassing 24/7 schedules including evenings, nights, weekends, and holidays.Must remain at the 911 Center for the full scheduled shift, awake and alert at all times.Uninterrupted lunch and breaks are not guaranteed; breaks must be scheduled with the on-duty Supervisor.Due to the nature of public safety work, overtime may be required.May be subject to "call back" on short notice and for extended periods and must be available by phone at its own expense.Physical Requirements: Exerting up to 30 pounds of force occasionally, and/or up to 10 pounds of force to move objects; may be required to stand, walk, climb, balance, stoop, kneel, crouch, or crawl.Dexterity of hands and fingers to operate standard office equipment, including a computer keyboard, mouse, and hand-held radio; extend hands are arms in any direction.Sitting for periods of time up to 90% of time worked;Adequate hearing and visual acuity to successfully perform the essential job requirements.Ability to speak and comprehend English coherently to exchange information in person and on the telephone or radio.Must be free from physical impairments that with or without accommodation would interrupt the continuous performance of a shift lasting from eight to sixteen hours.Certifications or Licenses RequiredCurrent Healthcare Provider CPR Certification within three (3) months of employment.Emergency Medical Dispatch Certification within one (1) year of employment.Emergency Fire Dispatch Certification within one (1) year of employment. To be considered for this position, all applicants must complete the employment application in full. Madison County is an Equal Employment Opportunity Employer that encourages applicants from diverse backgrounds to apply. Madison County is a drug-free workplace and conducts drug and alcohol testing.
This position provides a critical link in the delivery of public safety service, being the first and most important contact with the citizen needing help. This position must remain calm, show empathy, convey reassurance, and instill confidence that the proper response to callers' needs will result. Communications Officers also serve field responders and support agencies, ensuring their safety and mitigating necessary resources for optimum job performance. The employee is required to deal with sensitive information in a discreet and professional manner and report directly to the Supervisor.Communications Officers perform specialized technical communications work in the operation of the Madison County 911 Center; they receive incoming emergency and non-emergency calls and dispatch appropriate agencies and/or personnel as required. Incumbents must develop a rapid and accurate sense of call interpretation and decision-making/problem-solving skills during stressful situations, process multiple calls simultaneously, and initiate a sequence of time-sensitive actions. Telecommunications work involves the exercise of independent judgment and initiative while adhering to departmental, local, and national standards and policies. Communications officers must establish and maintain effective working relationships with co-workers, agency personnel, and the general public; and ensure that performance meets a high standard of customer service.
EXAMPLE OF DUTIES
(Examples illustrate various types of work performed, work assignments may vary depending on the department's needs and will be communicated to the applicant or incumbent by the supervisor.)Answer emergency and non-emergency calls for service, gather accurate information needed to assist callers and simultaneously enter this information into computer systems.Calm, question, and provide instructions to callers using dispatch protocol systems; provide emergency assistance to callers until responders arrive when needed.Determine public safety agency responsible for responding to calls for assistance, dispatch appropriate units using radio and pager systems; accurately relay all appropriate and necessary information to responders.Continually update information as it is received, through documentation and verbal communication with responders, to include follow-up and updated statuses of calls.Monitor multiple radio channels, handle multiple radio traffic, process multiple calls; process calls and radio simultaneously as volume requires; prioritize multiple calls for service.Operate various communications equipment including computer-assisted dispatch terminal, and other reporting software accurately enters and retrieves data.Monitors and operates TDD/TTY to communicate with hearing-impaired callers.Notify additional personnel and/or support agencies as directed by field personnel, departmental policies, supervisor, or anticipation of needs.Track availability and status changes of all field units, including accurate tracking in computer systems; maintain a log of radio traffic on events, noting abnormal occurrences, documenting and responding to additional requests.Assist outside agencies when needed, ensuring a high level of service to ALL Madison County callers.Maintain a positive customer service attitude at all times with the public, user agency members, co-workers, and supervisors;Remain calm, show empathy, convey reassurance, and exhibit a demeanor that instills confidence the caller will receive a proper response to their needs;Work shift work encompassing a 24-hour day, seven-day week; inclusive of odd hours, days, evenings, nights, weekends, and holidays.May be required to be on-call, remain on duty after shift end and respond to emergency situations at any time.Must be reliable and dependable, reporting for work on a consistent and punctual basis.Maintain certification requirements, actively self-study during downtime, and complete department-mandated training and/or administrative duties.Remain current on all CFD information including policy changes or updates, and information disseminated from superiors; ensure that actions follow the most up-to-date direction.Perform emergency or disaster-related duties as assigned.Perform additional duties consistent with role and function as assigned.Interpersonal Communications: Contacts are made both inside and outside the organization. Internal contacts frequently include co-workers, Supervisors, Administrative personnel, and support agencies.External contacts may include outside vendors, governmental personnel, visitors, trainers, professional colleagues, and citizens. This position is representative of Madison County, 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. Interpersonal communication should occur whenever information exists that could impact another individual or agency's knowledge or performance.
SUPPLEMENTAL INFORMATION
Work Environment: Work is typically performed in a confined environment, with varying levels of light.A disciplined atmosphere with close supervision; must carry out lawful orders regardless of personal agreement.May be subjected to excited, abusive, foul-mouthed, incoherent, drunk, impaired, or hysterical callers.Must be available to work shift work encompassing 24/7 schedules including evenings, nights, weekends, and holidays.Must remain at the 911 Center for the full scheduled shift, awake and alert at all times.Uninterrupted lunch and breaks are not guaranteed; breaks must be scheduled with the on-duty Supervisor.Due to the nature of public safety work, overtime may be required.May be subject to "call back" on short notice and for extended periods and must be available by phone at its own expense.Physical Requirements: Exerting up to 30 pounds of force occasionally, and/or up to 10 pounds of force to move objects; may be required to stand, walk, climb, balance, stoop, kneel, crouch, or crawl.Dexterity of hands and fingers to operate standard office equipment, including a computer keyboard, mouse, and hand-held radio; extend hands are arms in any direction.Sitting for periods of time up to 90% of time worked;Adequate hearing and visual acuity to successfully perform the essential job requirements.Ability to speak and comprehend English coherently to exchange information in person and on the telephone or radio.Must be free from physical impairments that with or without accommodation would interrupt the continuous performance of a shift lasting from eight to sixteen hours.Certifications or Licenses RequiredCurrent Healthcare Provider CPR Certification within three (3) months of employment.Emergency Medical Dispatch Certification within one (1) year of employment.Emergency Fire Dispatch Certification within one (1) year of employment. To be considered for this position, all applicants must complete the employment application in full. Madison County is an Equal Employment Opportunity Employer that encourages applicants from diverse backgrounds to apply. Madison County is a drug-free workplace and conducts drug and alcohol testing.
