Emergency Communication Specialist

University of New Hampshire

10d•$18 - $30•Onsite

About The Position

Emergency Communication Specialists make immediate, critical decisions affecting the life, health, and safety of faculty, staff, students, and the public. They determine which emergency responders should respond and initiate response, serving as a lifeline to sworn and non-sworn police personnel, fire and emergency medical responders, and emergency management personnel. The role requires multitasking, composure in stressful situations, excellent oral and written communication, and working knowledge of computer functions and applications. The position works in a multi-jurisdictional, 24-hour, year-round emergency and non-emergency communications center and state-designated 911 center. Specialists answer and screen calls and other requests, assess incidents, dispatch and coordinate responders, send campus notifications, monitor alarms, support investigations, query public-safety databases, and document personnel activity. They handle sensitive and legally protected information and serve as an after-hours and weekend point of contact for university-related inquiries. Calls for assistance cover the Durham, Manchester, and Concord campuses. The position is located in Durham.

Requirements

High school diploma or equivalent.
Valid driver's license.
Knowledge of public-safety communications center policies, practices, technology, and methodology in a federal, state, county, municipal, or campus law enforcement agency.
Knowledge of map, chart, diagram, and blueprint reading.
Ability to organize and operate multiple advanced technology and software applications efficiently and accurately under pressure and extreme stress, making sound decisions while handling multiple tasks simultaneously.
Demonstrated ability to react responsively in emergency situations.
Excellent oral and written communication skills; ability to read, write, and comprehend English, including correct spelling and grammar.
Computer handling and typing/keyboarding skills.
Ability to multitask efficiently and prioritize while using multiple technologies, including computers, phones, radios, and/or security and fire alarm monitoring systems simultaneously.
Ability to take direction and follow oral and written instructions.
Ability to deal tactfully and professionally with others.
No criminal record other than minor motor vehicle violations.
No credibility issues that could affect testimony in court or civil or administrative hearings.
Successful completion of a written examination, interview(s), background investigation, psychological and polygraph examinations, and medical examination covering hearing, sight, speech, and sufficient strength and physical dexterity to perform the duties.

Nice To Haves

State Police Online Telecommunications (SPOTS) Certification.
CJIS Security Training.
ICS100 and ICS200.

Responsibilities

Answer and screen emergency and non-emergency calls from victims, witnesses, suspects, university community members, the public, and other agencies; question callers to establish location, incident nature and severity, priority, and responder safety risks.
Evaluate requests promptly, determine appropriate emergency response, and initiate response; communicate effectively and de-escalate tense situations while maintaining composure under pressure.
Respond to phone, text, email, and walk-in requests and provide information about community services and referrals.
Operate multi-channel two-way radio consoles to monitor and facilitate communication among law enforcement, campus service and security officers, fire and medical responders, emergency management, parking and transportation services, and USNH institutions.
Monitor simultaneous transmissions across multiple frequencies and accurately record times and pertinent transmissions.
Prepare and send emergency notifications about Clery-reportable crimes, in-progress threats, severe weather, traffic advisories, and other hazardous situations.
Use the RAVE Mobile Safety application to notify campus communities of closures and activate the Whelen Outdoor siren system as appropriate.
Monitor panic, burglar, fire, service, and temperature alarms for UNH-owned or leased properties and other USNH institutions as requested.
Assist investigations using surveillance cameras, open-source social media databases, and other resources to identify suspects, victims, and witnesses.
Summarize information for broadcast in clear, concise, organized, complete, and accurate language.
Confidentially handle sensitive and legally protected information; query NCIC, DMV, NLETS, and other databases to check vehicles, people, property, wants, and warrants, and exchange information with other agencies.
Validate colleagues’ criminal history, warrant, and article entries in accordance with CJIS security policy.
Track, monitor, and document sworn and civilian personnel movement, activities, and status in Computer Aided Dispatch software; perform requested searches in CAD and other public-safety-sensitive and public databases.
Complete required training, certifications, continuing education, and testing to access and maintain access to relevant systems.
Facilitate and document non-emergency requests for public assistance; maintain current information about campus and non-campus events that may affect resources, traffic, or normal activity.
Serve as the main after-hours, weekend, and campus-closure point of contact for university-related inquiries.
Keep current with and comply with Communications Center guidelines, directives, announcements, special orders, policies, and procedures; conduct oneself professionally in accordance with UNH/USNH and police department policy and mission.