Emergency Communication Specialist

University of New Hampshire

1d•Onsite

About The Position

Emergency communications specialists make immediate, critical decisions that impact the life, health, and/or safety of faculty, staff, students, and members of the public, using independent judgment. Within seconds, they determine appropriate emergency responders and initiate the response. These specialists serve as a lifeline to sworn and non-sworn police personnel, as well as fire, emergency medical responders, and emergency management personnel. Candidates must be able to multi-task, maintain composure in stressful situations, possess excellent oral and written communication skills, and have a working knowledge of computer functions and applications.

Requirements

High School Diploma or equivalent.
Must possess a valid driver's license.
Knowledge of Federal/State/County/Municipal or Campus Law Enforcement Agency public safety communication center policies, practices, technology and methodology.
Knowledge of map, chart, diagram, blueprint reading.
Ability to organize and operate multiple advanced technology and software applications with a high-level of efficiency, accuracy, pressure and extreme stress to effectively make sound decisions while handling multiple and differing tasks simultaneously.
Demonstrated ability to react responsively in emergency situations.
Excellent oral and written communication skills.
Computer handling, typing/keyboarding skills.
Ability to multi-task to a high degree of efficiency and prioritization using multiple forms of technology including multiple computers, phones, radios and/or security & fire alarm monitoring systems simultaneously.
Strong communications skills with the ability to read, write and comprehend the English language, including correct spelling and grammar.
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 would impact testimony in court, civil or administrative hearings.
Must successfully complete a written examination, interview(s), background investigation, psychological & polygraph examinations, as well as medical exam to include hearing, sight, speech, and sufficient strength and physical dexterity to perform duties and responsibilities of the job.
Access to NCIC, DMV, NLETS, and other computer systems requires trainings and certifications, as well as continuing education and testing to maintain certifications.

Nice To Haves

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

Responsibilities

Answer and screen incoming telephone calls from victims, witnesses, suspects, staff, students, parents, members of the public, local law enforcement agencies, and other government and non-government entities in a multi-jurisdictional, 24-hour, year-round emergency and non-emergency and state-designated 911 emergency communications center.
Evaluate phone calls in a timely manner, accurately questioning callers to elicit information necessary to establish the location, nature, degree of severity, priority, and any responder safety risks.
Manage stressful situations and maintain composure under pressure, effectively communicating and de-escalating tense situations.
Respond to phone, text, e-mail, and walk-in requests from the public and serve as a resource for community services and referrals.
Answer calls for assistance on Durham, Manchester, and Concord campuses.
Operate multi-channel two-way radio consoles to both monitor and facilitate communications between law enforcement, campus service/security officers, fire, medical, emergency management, parking and transportation services, and USNH institutions.
Monitor simultaneous transmissions from multiple frequencies while accurately keeping a record of times and pertinent transmissions.
Conduct themselves in a professional and appropriate manner in accordance with UNH/USNH and police department policy and mission.
Prepare and send emergency notifications to the campus communities regarding Clery’s reportable crimes, in-progress threats, severe impending weather, traffic advisories, or any other hazardous situation.
Make campus-wide notifications for campus closures related to weather events or other urgent situations using RAVE Mobile Safety application.
Activate the Whelen Outdoor siren system as appropriate.
Monitor panic/burglar alarms, fire alarms, service alarms, and temperature alarms for all UNH-owned or leased property, and other USNH institutions as requested.
Participate and assist in investigations by utilizing surveillance cameras, open-source social media databases, and other resources to identify suspects, victims, and witnesses.
Summarize information for broadcasting using clear, concise, and appropriate language in an organized, complete and accurate manner.
Confidentially handle sensitive and legally protected information.
Query National Crime Information Center (NCIC), Department of Motor Vehicles (DMV), National Law Enforcement Telecommunications System (NLETS) and other local, state, and national computer databases to determine the status of vehicles, persons, and property, and determine the existence of wants and warrants.
Access computer systems to provide information to and request information from other agencies.
Validate criminal history, warrant, and article entries of colleagues in accordance with Criminal Justice Information Services (CJIS) security policy.
Accurately track, monitor, and document sworn and civilian personnel movement, activities, and status in the Computer Aided Dispatch (CAD) software.
Perform informational searches in the public safety CAD system and other public safety-sensitive, PII sensitive, and public databases upon request.
Facilitate and document non-emergency requests for assistance from the public.
Maintain up-to-date information regarding campus and non-campus events that may impact resources, traffic, and/or normal activity.
Serve as the main point-of-contact after-hours and on weekends, and campus closures for all university-related inquires.
Keep abreast and comply with all Communications Center guidelines, directives, announcements, special orders, policies, and procedures.