Emergency Communication Specialist II

Douglas County, Colorado•Castle Rock, CO

10d•Onsite

About The Position

The Emergency Communications Specialist II (ECS II) is an intermediate-level communications position and serves as the entry classification for qualified lateral dispatchers from comparable public safety communications centers. The ECS II position independently performs emergency call taking, provide Emergency Medical Dispatch (EMD) instructions, operate CCIC/NCIC systems, and dispatch one radio discipline (Law Enforcement or Fire/EMS).

Requirements

High school diploma or GED.
At least 18 years of age
Valid Colorado driver’s license.
Ability to pass qualifying physical exams, polygraph, psychological and background investigation.
Obtain required CCIC/NCIC, NENA Core Competencies, CPR and EMD certifications within 6 months of hire.
Must successfully complete training and demonstrate proficiency in: Emergency Call Taking, Non-Emergency Call Taking, CCIC/NCIC, One Radio Discipline (Law Radios or Fire Radios), and maintain certificates in CPR and EMD.
Lateral hires must successfully complete Douglas Regional 9-1-1's training and competency evaluations before working independently.
Ability to efficiently receive, record, and process simultaneous emergency calls, applying rapid critical thinking to accurately prioritize responses and dispatch the appropriate personnel and support agencies.
Ability to exercise sound judgment and make decisive, high-stakes decisions under extreme pressure; navigate scenarios lacking standard operating procedures (SOPs) in consultation with on-duty supervision.
Ability to interpret complex mapping systems and leverage comprehensive local geography knowledge to provide accurate, timely routing for field personnel, partner agencies, and the public.
Ability to employ advanced active listening and de-escalation techniques to elicit vital, accurate information from highly distressed, irate, or impaired callers.
Ability to maintain precise, high-speed keyboarding skills while logging real-time incident data; rigorously audit information to ensure error-free records and database integrity.
Ability to communicate complex information clearly and succinctly, both orally and in writing, across emergency and routine operational channels.
Ability to build and sustain productive, cooperative working relationships with coworkers, response personnel, allied public safety agencies, and the community.
Ability to exemplify agency values by demonstrating high ethical standards, professional decorum, compassion, and empathy in every interaction.
Ability to maintain high-level audio and visual perception needed to multitask continuously, including monitoring multiple screen formats, listening to multi-channel headset communications simultaneously, and tracking live field operation.
Ability to maintain regular predictable attendance.
A reliable form of transportation for the performance of work responsibilities is required.
Ability to work all shifts in a 24/7 operation including: nights, weekends, holidays, on-call and mandatory overtime.
The successful applicant must be able to perform ALL of the above job functions, unassisted, and at a pace and level of performance consistent with actual job requirements.

Nice To Haves

Comparable public safety communications center experience (lateral hires)

Responsibilities

Receive, evaluate, and prioritize emergency and non-emergency requests from the public for law enforcement, fire, EMS, and allied agencies.
Operate advanced public safety communications technology, including computer-aided dispatch (CAD) systems, advanced location tracking tools, paging systems, and radio consoles.
Accurately query, enter, modify, and clear critical records—including warrants, vehicles, articles, and criminal histories—within state and national database systems (CCIC/NCIC).
Provide accurate direction and assistance to emergency and non-emergency callers, referring or transferring calls to outside agencies when appropriate.
Maintain proficiency in all Emergency Communications Specialist I responsibilities, Emergency Medical Dispatch (EMD) protocols, and active CCIC/NCIC certification.
Demonstrate operational proficiency in one assigned radio discipline (Law Enforcement or Fire/EMS), coordinating field resources while prioritizing first responder safety.
Serve as a Communications Training Officer (CTO) as needed by instructing new staff, monitoring performance, conducting evaluations, and setting weekly training goals.
Deliver public education presentations, represent the agency at community events, and promote a positive, professional image of DR911 at all times.
Attend shift briefings to gather daily operational intelligence and promptly notify supervisors of critical or unusual incidents.
Demonstrate knowledge, and exemplify the highest standards of integrity, ethics, and professionalism both on and off duty, aligning with the values of the Douglas County Sheriff’s Office and DR911.
Maintain confidentiality at all times for citizens, emergency responders, and employees defined under HIPPA.
Perform other related duties as assigned to support daily agency operations.