Emergency Communications Specialist Recruit

911 Emergency Communications Specialist Recruit

Reports To : 911 Operations Supervisor

FLSA Status : Non-Exempt

Job Type : Full time, In Office

Salary Range : Starting $18.91 / hour scheduled 35 hours a week, for six weeks. After successful completion of training, you will be assigned to one of our twelve (12) hour rotating shifts with a starting salary of $21.17.

First Responder / Essential Employee Status : This position is defined as first responder according to the Federal Labor Standards Act and the intentions of the Louisiana Revised Statutes 33 : 9103 and 33 : 9124. This position is designated as Essential Personnel and will be required to report for duty during declared emergencies of any size. Failure to report could result in immediate dismissal.

Job Purpose / Summary of Position

Reporting to the Training Manager, the 911 Emergency Communications Specialist Recruit will receive training on how to handle emergency and non-emergency calls for police, fire, and emergency medical services (EMS). This is a classroom-based position with opportunities for scenario learning and requires successfully completed certification(s) prior to moving to the 911 Emergency Communications Specialist I (ECS I) position. The Recruit will learn, classify, and supplement essential information from the caller and enter it into the Computer Aided Dispatch (CAD) system. It complies with the agency's policies and procedures to ensure the safety of all public safety responders and the public. This work requires the ability to accurately and rapidly interpret written, oral, or diagrammatic instructions, and the ability to exercise independent judgment.

Position Responsibilities

Successfully learn to receive 911 emergency calls, alarm monitoring company calls, and non-emergency calls from the public requesting police, medical, or fire service as well as the animal response teams or mental health responders; must accurately and rapidly determine the nature and location of the emergency using the correct dispatch protocols and make appropriate as well as accurate adjustments quickly for the safety of the public and of field first responders.

Demonstrates ability to perform multiple tasks simultaneously; takes appropriate action when presented with a routine call or a stressful life or death situation; remains calm under all circumstances.

Shows aptitude in maintaining conversations with caller to obtain and verify pertinent information; identifies, through established protocols, the nature of the problem; summarizes the critical information for field first responders into the CAD system using correct grammar, spelling, OPCD accepted abbreviations and punctuation; refers classified using additional information any calls assistance according to the level of response required.

Learns how to process complaints and makes appropriate referrals on a broad variety of public safety matters, often requiring referral to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.

Understands how to prioritize inclusivity of caller needs, such as utilizes translation services and operates telecommunications devices for the deaf; sends, acknowledges, and logs teletypes.

Understands the importance of and offers to the public such support technical tools as real-time video / photo links associated with the CAD and phone systems without delaying information gathering or protocols to rapidly provide information to dispatch personnel.

Maintains skills in knowing the geography and locations of streets, roads, addresses, public buildings, common places, and other locations within and throughout Orleans Parish / City of New Orleans.

Learns how to notify appropriate personnel and / or supervisor of critical situations and problems with communications or computer equipment.

Maintains knowledge of and focuses on accurate use / correctly references and complies with standard operating policies as well as proper procedures.

Learns how to transfer incoming calls when appropriate.

Learns how to maintain lists of emergency telephone numbers and emergency contact lists for businesses.

Learns how to maintain reference information for emergency situations.

Performs other duties as assigned.

Basic Qualifications (Required Skills / Experience)

• High school diploma or G.E.D. equivalent
• Two (2) years of call center customer service, public communications, previous dispatch experience (non-emergency or emergency operations), or any equivalent combination of related education and experience
• Successfully pass pre-employment screening tests to assure compatibility with and aptitude for this position
• Ability to continuously read and visually scan a minimum of three (3) computer monitors, including detailed street maps, with 100% accuracy
• Completion of ICS 100, ICS 200, ICS 700, and ICS 800 or able to complete within six (6) months of start date
• Ability to maintain valid certifications thereafter during the period of employment
• Ability to accurately keyboard at 35 wpm with 100 percent accuracy
• Ability to continuously scan information and simultaneously concentrate and evaluate information while handling angry, difficult, hysterical, or uncooperative callers
• Ability to speak and write clearly
• Ability to work all shifts including holidays, weekends, emergency activations, and mandatory overtime to handle the constant workload of the emergency communications center
• Ability to pass a criminal background check and random drug screen tests

Preferred Qualifications (Desired Skills / Experience)

Physical Requirements

Tasks require the ability to exert light physical effort, which may involve occasional lifting, bending, kneeling, stooping, pushing, or pulling of objects. Ability to accurately keyboard at 35 wpm with 100 percent accuracy, verified through onsite assessment. Tasks require the ability to view computer screens for long periods of time, sufficient visual acuity to perform essential job functions, with or without correction is required. Work involves hearing and repetitive listening to emergency calls, adequate hearing ability to perform essential job functions is required.

Drug Free Workplace

OPCD is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol.

Shift

This position is designed for seven (7) hour shifts from 8 : 00am to 4 : 00pm while in classroom setting, giving a scheduled unpaid lunch break and unpaid- breaks. Upon successful completion of the academy, you will be assigned to one of our rotating twelve (12) hour shifts. Additional routine training will be scheduled in addition to this routine work shift with advanced notice. This position is required to be primary employment. Conflicts created by secondary employment or a failure to disclose other employment may result in termination.

Additional Information for Prospective Candidates

This job description does not contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities, and activities may change at any time with or without notice as required to fulfill the organization's mission.

The Orleans Parish Communications District is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military / veteran status or other characteristics protected by law. Improper interference with the ability of The Orleans Parish Communications District's employees to perform their job duties may result in discipline up to and including discharge.