Emergency Communication Specialist I

City of Aurora•Aurora, CO

2d•Onsite

About The Position

The Emergency Communications Specialist I (ECS-1) position is the entry level 9-1-1 operational position in the Aurora911 Communications Center. The ECS-1 will be required to successfully complete the Aurora911 Basic Training Program, and the introductory period with the City of Aurora, and will be able to independently receive and process 911 emergency calls and non-emergency calls for Police, Fire and Ambulance services. The ECS-1 works independently in the operation of multi-line telephone systems and computer systems and can expedite information to and from public safety agencies. An ECS-1 must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime, and on-call. This is a life safety-sensitive position that handles confidential information.

Requirements

Applicants must be 18 years of age or older at the time of employment
High School Diploma or GED
Successful Completion of Aurora911 Basic Training Program, to include all relevant certifications (CCIC/NCIC, EMD, EFD, CPR)
Successful completion of basic training and introductory period with the Department, maintaining a “successful” performance rating in all anchors of job performance
NCIC/CCIC Certification
NIMS 100, 200, 700 Certification
Certification in CPR and First Aid
Crisis Intervention
Emergency Medical Dispatcher (MPDS) Certification
Emergency Fire Dispatcher (FPDS) Certification
Emergency Police Dispatcher (PPDS) Certification
Communications Training Officer (CTO) Certification will be required for those who serve the department in a training capacity
Operations, services and activities of the Aurora911 Emergency Communications Center
Operational characteristics of the department’s public safety telecommunications technology
Techniques of questioning for both emergency and non-emergency calls.
Principles and application of diversity awareness, to include implicit/explicit biases
Principles of de-escalation and interacting with people in crisis.
Customer service principles and problem resolution techniques.
Applications of various City and Department policies and procedures.
Customer service principles and problem resolution techniques.
Principles and practices of record keeping and documentation.
Geographic features and locations within the area served.
English usage, spelling, grammar, and punctuation.
Modern office technology and equipment, including computers and related software applications.
Applicable tools and equipment operations.
Applicable Federal, State and local laws, codes and regulations
Promotion of a positive workplace environment based on open communication, recognition, and modeling the desired, in-bounds behaviors of Aurora911’s Foundational Four Values .
Work independently without the need for close supervision
Demonstrate effective time, task, and goal management
Demonstrate excellent confidentiality, integrity, accountability, and transparency in work activity.
Interact with others with professionalism and emotional intelligence.
Exhibit emotional self-regulation in a frequently high-stress environment
Speak, write, comprehend American English language
Respond to and resolve complex and sensitive citizen inquiries and complaints
Effectively communicate and elicit information from emotionally elevated callers
Establish priority of emergency situations
Perform multiple tasks concurrently, though effective task prioritization
Protect sensitive and confidential information acquired during the course of business
Maintain composure, alertness and concentration while working under mental and physical stress for extended periods of time
Work in an environment that requires rapid multi-processing
Adapt instantaneously to changes in call events
Work a non-traditional schedule including nights, weekends, and holidays to ensure high quality service delivery to the residents and visitors of Aurora.
Remain subject to callback and holdover as essential personnel.
Operate a variety of telecommunications receiving and transmitting equipment.
Read and interpret maps and other navigational resources.
Establish and maintain accurate records, logs, and files.
Work under pressure, exercise good judgment, and make sound decisions in emergency situations.
Interpret and apply Federal, State and local policies, laws and regulations.
Incumbents must possess and demonstrate emotional, psychological and behavioral resiliency, self-awareness and self-regulation.
Members of Aurora911 are considered essential personnel and are subject to call back, extended shifts and other forms of mandatory overtime to ensure continuity of emergency services to the city.
Periodic paid breaks of up to 20 minutes in duration may be given during a continuous work shift, dependent upon shift length and operational work volume.

Nice To Haves

Lateral Candidates: Candidates with direct Emergency Communication Specialist/dispatch experience are strongly encouraged to apply.
Prior emergency communications service, relevant certifications, and demonstrated proficiency in essential call‑taking and dispatch functions will be evaluated to determine initial salary placement and assignment within the established training and career progression framework.

Responsibilities

Receive and prioritize emergency and non-emergency calls and digital requests for emergency assistance from the public requesting police, fire, ambulance, and other emergency services; gather, analyze, and report critical information during life-or-death situations such as crimes in progress, medical emergencies, and fire/rescue incidents.
Administer care by providing pre-arrival medical instruction or directing callers through lifesaving procedures such as CPR, childbirth, or controlling of blood loss while emergency medical services are in route.
Operate a variety of public safety communications equipment including (but not limited to) 911 emergency call handling system, text-to-911, advanced location systems, computer aided dispatch systems, instant recall recorder and paging and intercom systems.
Initiate public safety response requests into computer-aided dispatch system via keyboards to provide needed data to dispatchers and responding units/agencies.
Provide emergency aid, information and directions to non-emergency callers; refer and/or transfer calls to outside agencies as appropriate.
Read/interpret maps for the public, field personnel, and other agencies in order to assist in locating certain geographical areas; interpret telephone call locations from maps by applying knowledge of local geography in order to provide appropriate and timely assistance.
Perform various computer checks, input and retrieval of information to assist dispatchers and emergency services staff.
Enter automated records of activity into the computer; maintain a variety of logs relating to public safety telecommunications activities; compile statistics on calls received.
May provide backup to dispatchers for computer queries, processing documents and telephone notifications during busy periods and/or critical incidents.
If eligible and certified to serve in a training capacity; review policy and procedures with trainees; work directly with trainee on shift to ensure proper techniques, call routing, and appropriate level of response; document training activity, and provide input to supervisors on trainee progress as requested
As assigned and upon completion of additional training, provide support to police dispatchers via the “Services” channel.
Perform other duties of a similar nature or level.

Benefits

Competitive total compensation package
Well-Funded General Employees Retirement Plan
Light rail station minutes away
On-site fitness center and overall employee well-being programs
Internal educational programs to assist with career advancement
Access to innovation workspaces
annual cost of living increases (averaging 3% per year)
annual high-performance bonuses
direct access to psychological services and wellness/resiliency resources, at no cost to the employee
Peer Support
Formal Mentoring opportunities
Free, Secure Parking
Free electric vehicle (EV) charging
generous tuition reimbursement program for employees
robust employee learning system which offers a variety of in-person learning and thousands of on demand virtual learning sessions for a wide variety of topics.
continuing education and development for technical and human skills, including leadership development and access to industry-specific professional certifications.