Communications Officer (Entry Level / Lateral)

Emergency Communications Officer

We are hiring entry-level 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.

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.

The Communications Officer 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. 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.

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. 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.