Telecommunicator

City of Yakima•Yakima, WA

2d•Onsite

About The Position

The City of Yakima needs Telecommunicator's to answer 9-1-1 calls, dispatch law enforcement and fire resources, and provide emergency medical instructions over the phone. If you like to work in a fast-paced work environment and want to make a difference in your community, answer the call! Apply today! ADDITIONAL APPLICATION DOCUMENT REQUIRED Verification of a 5-minute typing test documenting 30 WPM net typing speed without error must be attached to your application. Verification must include your name, date the test was taken, net words per minute, and length of test. There are free keyboarding/typing skill tests available on-line. The following site allows you to take the test, enter your name, then print the certificate with your test results: http://www.freetypinggame.net/free-typing-certificate.asp APPLICATIONS WITHOUT TYPING VERIFICATION ATTACHED WILL NOT BE REVIEWED MINIMUM REQUIREMENTS Currently employed as a Telecommunicator I with Yakima Public Safety Communications Center (SunComm) OR Meet the following minimum class requirements: High school diploma or GED. Six (6) months’ work experience providing direct customer service (e.g. bank teller, waiter) or a public safety communications environment. Must have computer and telephone experience. Able to accurately type at a sustained minimum of 30 words per minute. Associate or Bachelor of Arts degree may substitute for 6 months customer service experience requirement. Experience in a public safety communications or dispatch facility is preferred. OR MINIMUM CLASS REQUIREMENTS FOR LATERAL APPLICANTS TO THE CLASS 18 months successful employment as a telecommunicator/dispatcher at SunComm or another high-volume police, fire or emergency medical dispatch facility with enhanced 911 and computer-aided dispatch. All candidates must successfully pass pre-suitability testing, comprehensive background check (assessing applicant's aptitude, character, judgment, credit, driving record and criminal history), drug screening, hearing exam, polygraph and psychological evaluation. This position requires individuals to work 12 HOUR SHIFTS with a rotating schedule of 2 months on days and 2 months on nights. Weekends and holidays are required as scheduled. LICENSE, REGISTRATIONS AND/OR CERTIFICATES Obtain and maintain Washington State Public Safety Telecommunicator Certification, ACCESS (Retrieve and Delete Criminal Information) training, Emergency Medical Dispatch (EMD) training, and First Aid/CPR/AED certification within one (1) year of employment. Job Summary Under general supervision receives emergency and non-emergency requests for fire, emergency medical and law enforcement assistance via multiple communications systems. Evaluates the information provided to determine the appropriate jurisdiction, equipment and personnel to be dispatched. Operates a variety of electronic equipment to successfully dispatch the appropriate emergency response. Performs related work as required. Essential Functions The following duties are illustrative only and not all encompassing. Other related duties may be required as a function of this position. Receives, transmits and records requests for emergency and non-emergency responses via Enhanced 9-1-1 (E9-1-1) telephone, text messages and TDD (Telecommunication Device for the Deaf), non-emergency telephone, radio, alarm and Computer Aided Dispatch (CAD) systems. Uses maps, addresses and other pertinent information to dispatch the appropriate jurisdiction, equipment and personnel. Receives incoming emergency and non-emergency E9-1-1 calls; determines the location, nature of the situation and/or medical condition of persons involved; evaluates and prioritizes need; and when necessary transfers to appropriate response agency. Receives, screens and answers a variety of inquiries by telephone or text and provides information on the purpose and functions of emergency services. Provides information and/or emergency medical dispatch (EMD) instruction under stressful conditions, calmly, clearly and distinctly, until situation is resolved and/or emergency assistance has arrived. Accurately and comprehensively enters and retrieves information into computer aided dispatch (CAD) system or other data storage and record keeping system. Monitors and transmits on a variety of radio channels. Assists in testing radio frequencies, periodically makes routine announcements and relays information via radio and/or paging systems. Monitors and maintains the position and status of the units in the field. Directs the movement of units to other response areas, fire stations and/or jurisdictions so that adequate coverage is provided to all areas during day-to-day and major emergency operations. May maintain the Master Street Address Guide (MSAG) and related data; obtains, verifies and reports new addresses, street additions and other information to facilitate enhanced 9-1-1 call origination information. Operates a variety of equipment including but not limited to: E9-1-1 telephone system, radio console, CAD system, computer terminals, TDD, alarm systems, recording devices, security devices and other related equipment. Monitors alarm receiving equipment and processes the information received, taking the appropriate actions; dispatch of emergency units or notifying responsible parties of malfunction or equipment out of service. Informs supervisors of situations that require their attention and notifies the appropriate personnel for repair and testing of the communication center equipment. Performs a variety of center functions; maintains operational and confidential department records and files; composes routine or recurring correspondence; assists the operation by performing routine administrative details; relays information using appropriate communications systems. Operates E9-1-1 telephone system, CAD system, TDD, Fax machine, computer terminal, copy machine, printers, recorders and other equipment as required. May update and clear data regarding warrants, court orders, vehicles and stolen articles. Shall be required to operate the ACCESS computer interface with requests for warrants, license checks, etc. Receives National Warning System information and disseminates appropriate tests and warnings of County, State and National emergencies to various other agencies according to State and Federal regulations. Supports EMD quality assurance and control requirement tasks. Under direction of a supervisor or SunComm management may process requests for confidential information in accordance with state and federal disclosure laws; makes recording of incidents from the Center's recording equipment in support of public disclosure requests, incident follow-up investigations or court ordered requirements. May provide information regarding emergency call history by address and/or phone number to law enforcement or other entitled agencies. Maintains records of construction, repairs and changes in availability of streets, hydrants and sprinkler systems for notifications to the Public Safety departments. Maintains awareness of and complies with Division, Departmental and City policies, procedures and directives. Assists in maintaining the cleanliness of the communications center and updates the Center's reference materials. May participate in public education events. May be required to appear in court when subpoenaed. Position requires rotating shift work including day, swing or night and work all days of the week including weekends and holidays; and overtime as needed. Mentors and provides guidance, training or assistance to new employees as needed. Contributes to the effectiveness of SunComm and the City by demonstrating an attitude that encourages cooperation, coordination of efforts, effective time management, efficient use of resources, and exceptional customer service. Provides continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively to provide quality service. Develops innovative programs and projects and proactively introduces change to address emerging issues and opportunities. Keeps licenses and certifications up-to-date and completes mandatory and otherwise assigned trainings as required. Requires regular reliable and punctual attendance. Performs other related duties as assigned.

Requirements

Verification of a 5-minute typing test documenting 30 WPM net typing speed without error must be attached to your application.
High school diploma or GED.
Six (6) months’ work experience providing direct customer service (e.g. bank teller, waiter) or a public safety communications environment.
Must have computer and telephone experience.
Able to accurately type at a sustained minimum of 30 words per minute.
All candidates must successfully pass pre-suitability testing, comprehensive background check (assessing applicant's aptitude, character, judgment, credit, driving record and criminal history), drug screening, hearing exam, polygraph and psychological evaluation.
Must be able to work 12 HOUR SHIFTS with a rotating schedule of 2 months on days and 2 months on nights.
Weekends and holidays are required as scheduled.
Must be 18 years old at the time of exam.
Must have the ability to hear, with or without a hearing aids, and speak well enough to converse on the telephone.
Vision abilities required for this job include close vision and the ability to adjust focus; have the ability to see, with or without corrective lenses well enough to read standard text and text displayed on a video display terminal.
Must be able to distinguish color and maintain long-term and short-term memory.
Must have the tolerance and temperment to work effectively under pressure and in emergency situations.
Must wear a department uniform.

Nice To Haves

Currently employed as a Telecommunicator I with Yakima Public Safety Communications Center (SunComm)
Associate or Bachelor of Arts degree may substitute for 6 months customer service experience requirement.
Experience in a public safety communications or dispatch facility is preferred.
18 months successful employment as a telecommunicator/dispatcher at SunComm or another high-volume police, fire or emergency medical dispatch facility with enhanced 911 and computer-aided dispatch.
May require constant focus on a computer screen for 2 or more hours at a time.
The employee may be required to push, pull, lift and/or occasionally carry up to 25 pounds.

Responsibilities

Answer 9-1-1 calls, dispatch law enforcement and fire resources, and provide emergency medical instructions over the phone.
Receive, transmit, and record requests for emergency and non-emergency responses via Enhanced 9-1-1 (E9-1-1) telephone, text messages, TDD, non-emergency telephone, radio, alarm, and Computer Aided Dispatch (CAD) systems.
Use maps, addresses, and other pertinent information to dispatch the appropriate jurisdiction, equipment, and personnel.
Determine the location, nature of the situation, and/or medical condition of persons involved in emergency calls, and prioritize the need.
Transfer calls to the appropriate response agency when necessary.
Receive, screen, and answer a variety of inquiries by telephone or text and provide information on the purpose and functions of emergency services.
Provide information and/or emergency medical dispatch (EMD) instruction under stressful conditions, calmly, clearly, and distinctly, until the situation is resolved and/or emergency assistance has arrived.
Accurately and comprehensively enter and retrieve information into the computer-aided dispatch (CAD) system or other data storage and record-keeping systems.
Monitor and transmit on a variety of radio channels.
Assist in testing radio frequencies, periodically make routine announcements, and relay information via radio and/or paging systems.
Monitor and maintain the position and status of units in the field.
Direct the movement of units to other response areas, fire stations, and/or jurisdictions to ensure adequate coverage during day-to-day and major emergency operations.
Maintain the Master Street Address Guide (MSAG) and related data; obtain, verify, and report new addresses, street additions, and other information.
Operate a variety of equipment including E9-1-1 telephone system, radio console, CAD system, computer terminals, TDD, alarm systems, recording devices, and security devices.
Monitor alarm receiving equipment and process the information received, dispatching emergency units or notifying responsible parties of malfunction or equipment out of service.
Inform supervisors of situations requiring their attention and notify appropriate personnel for repair and testing of communication center equipment.
Maintain operational and confidential department records and files.
Compose routine or recurring correspondence.
Relay information using appropriate communications systems.
Update and clear data regarding warrants, court orders, vehicles, and stolen articles.
Operate the ACCESS computer interface with requests for warrants, license checks, etc.
Receive National Warning System information and disseminate appropriate tests and warnings of County, State, and National emergencies.
Support EMD quality assurance and control requirement tasks.
Process requests for confidential information in accordance with state and federal disclosure laws.
Make recordings of incidents from the Center's recording equipment in support of public disclosure requests, incident follow-up investigations, or court-ordered requirements.
Provide information regarding emergency call history by address and/or phone number to law enforcement or other entitled agencies.
Maintain records of construction, repairs, and changes in availability of streets, hydrants, and sprinkler systems.
Maintain awareness of and comply with Division, Departmental, and City policies, procedures, and directives.
Assist in maintaining the cleanliness of the communications center and update the Center's reference materials.
Participate in public education events.
Appear in court when subpoenaed.
Mentor and provide guidance, training, or assistance to new employees as needed.
Contribute to the effectiveness of SunComm and the City by demonstrating an attitude that encourages cooperation, coordination of efforts, effective time management, efficient use of resources, and exceptional customer service.
Provide continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively to provide quality service.
Develop innovative programs and projects and proactively introduce change to address emerging issues and opportunities.
Keep licenses and certifications up-to-date and complete mandatory and otherwise assigned trainings as required.
Perform other related duties as assigned.