Emergency Communications Specialist I-III Grade 3-5

Frederick Police Department•Frederick, MD

5d•Onsite

About The Position

The Emergency Communications Specialists work within the Emergency Communications Center at the Frederick County Law Enforcement Center, Public Safety Training Facility and Frederick Police Headquarters. The Emergency Communications Specialists are responsible for receiving emergency calls and non-emergency calls made to the department and are responsible for providing dispatch services to the Police Department using a computer-aided dispatch (CAD) system. Consistently communicating with First Responders and Citizens simultaneously in times of great distress, harm, fear or injury. The Supervisor of Emergency Communications Center provides overall supervision. Additionally, the Police Department sworn supervisor or Watch Commander may provide technical or functional supervision in the absence of the Emergency Communications supervisory staff. Special Considerations: This is a civilian position located within the Police Department's Emergency Communications Section that plays a critical role in emergency response. Every Emergency Communications Specialist is responsible for all functions in communications, including call taking, dispatching, computer data entry, query, and retrieval, simultaneously. Work requires the exercise of initiative and independent judgment in implementing established work methods and procedures. This position requires the incumbent to interact with citizens in person and over the phone in a manner, which promotes the highest level of professionalism. Incumbent must also be able to assist citizens while maintaining a positive courteous demeanor. Work Schedule: 12-hour shifts: Dayshift: 6am to 6pm or Nightshift: 6pm to 6am Special Selection Criteria: Must possess an excellent moral character and background that will withstand a comprehensive background investigation and subsequent polygraph(s).

Requirements

Must be a U.S. Citizen and at least 18 years of age.
High school diploma or General Education Diploma (GED).
Vehicle Operator’s license with satisfactory driving record that meets insurability standards of the City’s insurance carrier is required.
Knowledge of principles of appropriate conflict resolution techniques.
Knowledge of principles and procedures related to the operation of computer aided dispatch systems.
Knowledge of department General Orders and precedents pertaining to the dispatching of emergency equipment.
Knowledge of standard radio and telephone communications receiving and transmitting equipment.
Knowledge of standard broadcasting procedures and rules.
Knowledge of the operation of common radio dispatch equipment.
Knowledge of public safety classification codes.
General knowledge of laws and ordinances to properly classify calls for service.
General Knowledge of the geography of The City of Frederick.
Ability to work day, evening and night shifts.
Ability to work Holidays and Weekends.
Ability to actively listen and speak to people plainly and clearly by radio and phone, often in some state of distress.
Ability to greet citizens with a positive attitude and provide assistance to citizens either on the phone or in person.
Ability to comprehend and make inferences from written material.
Ability to use logic and reasoning to reach conclusions and approaches to problems.
Ability to multitask by effectively deploying Public Safety resources as required; simultaneously tracking their movements, updating responding units and citizens as information is obtained.
Ability to follow instructions.
Ability to empathize and show compassion.
Ability to remain calm in distressing situations.
Ability to operate a computer aided dispatch system, computer systems, and other office equipment quickly and accurately.
Ability to problem solve—to prioritize the most important situations and think quickly on your feet.
Ability to exercise good judgment and make sound decisions in emergency situations and with minimal supervision.
Ability to possess tact; courtesy; reliability; accuracy; emotional stability.
Ability to learn geographic features and streets of The City of Frederick.
Ability to type at a speed of a minimum of 30 words per minute.
Ability to write and speak clearly and concisely and spell correctly utilizing the English language.
Ability to effectively communicate with and elicit information from upset and irate citizens.
Ability to understand and follow oral and written instructions utilizing the English language.
Three (3) years of Dispatching experience in a Maryland Public Safety Answering Point (PSAP) (for Specialist II).
Certified as Communications Training Officer (CTO) (for Specialist II and III).
Certifications from IAED (International Academy of Emergency Dispatch) for Emergency Medical, Emergency Fire and Emergency Police Dispatch (for Specialist II and III).
CN1 Certification in METERS (Maryland Electronic Telecommunications Enforcement Resource System) (for Specialist II and III).
CPR Certification (for Specialist II and III).
Ability to enter various types of Court Paperwork into the required databases (for Specialist II and III).
Ability to validate various types of METERS/NCIC entries on a monthly basis (for Specialist II and III).
Ability to perform quality control/second checks on METERS/NCIC entries (for Specialist II and III).
Five (5) years of Dispatching experience in a Public Safety Answering Point (PSAP) (for Specialist III).
Minimum of 40 hours of advanced training as recommended or approved by Manager of Emergency Communications (for Specialist III).
Ability to act as team leader and supervisor liaison (for Specialist III).

Nice To Haves

Bilingual.
Customer Service experience.
Dispatching experience within a Police or Fire dispatch environment.
CJIS certification.
International Academy of Emergency Dispatch (IAED) certification(s).
Recommendation from Communications Supervisor (for Specialist II).

Responsibilities

Using a computer aided dispatch (CAD) system, receives emergency calls from the public requesting police or other emergency service.
Determines nature and location of emergency, determine priorities, and dispatches police or other emergency units as necessary and in accordance with established procedures.
Receives and processes emergency and non-emergency calls.
Maintains contact with all units on assignment.
Maintains status and location of police units.
Monitors video surveillance monitors located throughout headquarters.
Enters, updates, and retrieves information from a variety of computer systems.
Receives requests for information regarding vehicular registration, driving records, and warrant information, and provides pertinent data consistently while performing other tasks.
Monitors several complex public safety radio frequencies.
Asks vital questions and provides pre-arrival instructions for emergency and non-emergency calls.
Identifies appropriate number and type of equipment or apparatus to dispatch.
Operates a variety of communications equipment, including radio consoles, telephones and computer systems.
Arranges for tow trucks and public works emergency service or contact appropriate agencies.
Performs a variety of record keeping, filing, indexing, and other general clerical work.
Tests and inspects equipment as required.
Maintains the highest level of confidentiality on all information received from all computer systems and phone calls.
Completes minor administrative tasks as delegated by the Communications Supervisory staff.
Assists with court paperwork entry, Quality control 2nd checks and validations in CJIS.
Provides their shift mates technical guidance as needed.