Emergency Communication Specialist II

Santa Fe County•Santa Fe, NM

13d•Onsite

About The Position

This role performs a variety of routine clerical, administrative, and technical work in receiving and dispatching routine and emergency information. The specialist provides life-saving instructions over the phone, accurately documents incidents and reports from citizens for emergent and non-emergent calls, and dispatches first responders to emergency situations. This position also assists in the training of new employees in proper telephone call procedures and related communication equipment for the Santa Fe Regional Emergency Communications Center (RECC). Incumbents must be willing to work any day of the week, including weekends and holidays, and any hours of the day or night. The role involves receiving, processing, and providing instructions for calls of a medical nature utilizing Emergency Medical Dispatch Protocols. Works under the supervision of the Communications Manager, Communications Supervisors, and Emergency Communications Specialist IIIs. Provides information, guidance, direction, and supervision related to policies and procedures, general dispatch functions, proper telephone call procedures, and related computer equipment to Emergency Communications Specialist Trainees. Offers training and feedback to new Emergency Communications Specialists in accordance with RECC training guidelines. Monitors telephones and radios in the emergency dispatch center, answers incoming calls, ascertains the nature of the call, and gathers necessary information to transmit or relay information. Operates radios and dispatches law enforcement, fire, EMS, and other units for emergency responses; broadcasts the nature, location, and time of the incident; contacts all required personnel and other local concerns of an emergency situation; relays information as required. Maintains logs of radio and telephone communications, location of personnel and equipment. In emergency situations, maintains ongoing contact with responding personnel and keeps them informed of all incoming pertinent information. Keeps track of various information such as traffic lights out and streets closed and keeps emergency personnel and the general public informed. Makes entries and inquiries on the NCIC computer system. Inputs data to standard office and department forms, both manual and electronic. Maintains dispatch documents and records. Assists RECC Supervisors on various projects as requested. Assists in the administration of the policies and procedures and standard operating guidelines of the RECC. Assists Communications Supervisors with performance evaluations. Attends seminars, workshops, and periodic training classes. Maintains cleanliness of RECC dispatch consoles and equipment.

Requirements

High school diploma or GED.
Two (2) years of experience with the RECC or other Emergency Medical or Law Enforcement Communications Center.
Must possess a New Mexico DPS Basic Dispatch Certificate or obtain within twelve (12) months of hire.
Must possess CPR, NCIC, and EMD certifications or obtain within six (6) months of hire.
Must attend Communications Training Officer course within twelve (12) months of hire/promotion.
Must possess or obtain APCO Fire communications certificate within six (6) months of hire/promotion.
All employees in this job classification shall be required to sign a “Confidentiality and Non-Disclosure” Agreement.
Ability to accurately type a minimum of 35 wpm.
Ability to establish and maintain effective working relationships with coworkers, supervisors, the general public, etc., sufficient to exchange or convey information and to provide work directions.
Demonstrated ability to communicate clearly and concisely, both orally and in writing; ability to effectively deal with the public.
Good diplomacy and good decision-making skills.
Ability to perform work accurately and to follow oral and written instructions and guidelines.
Ability to perform tactfully and proficiently under stress, and to maintain a clear and understandable telephone and radio voice.
Selected candidate must submit to and pass a County paid pre-employment physical and drug/alcohol screening.
Additionally, selected candidate must submit to and pass a county paid criminal background screening.
Selected candidate must possess and maintain a valid New Mexico Class D Driver’s License as incumbent shall be appointed to drive a County vehicle during the performance of his/her duties.
Candidate must obtain and/or maintain all certifications required.

Nice To Haves

Internal Promotions: ECS-I Advanced employees may promote to ECS-II prior to achieving two years of service at RECC if they have obtained and maintain the certifications and trainings required as an ECS-II; successfully completed the promotional testing requirements; demonstrate leadership qualities, teamwork and overall job competency as an ECS-1 Advanced and demonstrated the job qualifications for the position.
Employee must have a performance evaluation dated within the previous twelve (12) months and must not have received a "Needs Improvement" rating.

Responsibilities

Receives, processes and provides instruction for calls of a medical nature utilizing Emergency Medical Dispatch Protocols.
Provides information, guidance, direction, and – when necessary – supervision related to policies and procedures, general dispatch functions, proper telephone call procedures and related computer equipment to Emergency Communications Specialist Trainees.
Provides training and feedback to new Emergency Communications Specialists in accordance with the RECC training guidelines.
Monitors telephones and radio in the emergency dispatch center, answers incoming calls and ascertains nature of call, gathers all necessary information to transmit or relay information.
Operates radios and dispatches law enforcement, fire, EMS and other units for emergency responses; broadcasts nature, location and time of incident; contacts all required personnel and other local concerns of an emergency situation; relays information as required.
Maintains logs of radio and telephone communications, location of personnel and equipment; in the event of an emergency situation, maintains on-going contact with the responding personnel and keeps them informed of all incoming pertinent information; keeps track of various information such as traffic lights out and streets closed and keeps emergency personnel and general public informed.
Make entries and inquiries on NCIC computer system.
Inputs data to standard office and department forms – both manual and electronic.
Maintains dispatch documents and records.
Assists the RECC Supervisors on various projects as requested.
Assists in the administration of the policies and procedures and standard operating guidelines of the (RECC).
Assists the Communications Supervisors with performance evaluations.
Attend seminars, workshops, and periodic training classes.
Maintain cleanliness of RECC dispatch consoles and equipment.
Assumes supervision of a shift in absence of a Communications Supervisor and Emergency Communications Specialist IIIs.