911 Emergency Communications Specialist

About the position

The 911 Emergency Communications Specialist plays a crucial role in public safety by serving as the first point of contact for citizens in need of assistance. This position requires the ability to remain calm under pressure, provide reassurance to callers, and effectively dispatch emergency services. The specialist must handle sensitive information discreetly and maintain high standards of customer service while managing multiple calls and radio communications simultaneously.

Responsibilities

• Answer emergency and non-emergency calls for service, gathering accurate information needed to assist callers and entering this information into computer systems.
• Calm, question, and provide instructions to callers using dispatch protocol systems; provide emergency assistance to callers until responders arrive when needed.
• Determine the public safety agency responsible for responding to calls for assistance and dispatch appropriate units using radio and pager systems.
• Continually update information as it is received, through documentation and verbal communication with responders, including follow-up and updated statuses of calls.
• Monitor multiple radio channels, handle multiple radio traffic, and process multiple calls simultaneously as volume requires; prioritize multiple calls for service.
• Operate various communications equipment including computer-assisted dispatch terminal and other reporting software, accurately entering and retrieving data.
• Notify additional personnel and/or support agencies as directed by field personnel, departmental policies, or supervisor.
• Track availability and status changes of all field units, maintaining a log of radio traffic on events and documenting additional requests.
• Assist outside agencies when needed, ensuring a high level of service to all Madison County callers.
• Maintain a positive customer service attitude at all times with the public, user agency members, co-workers, and supervisors.

Requirements

• High School Diploma or GED.
• Some experience in emergency dispatch, administrative support, customer service, or related field.
• Minimum typing score of 35 words per minute (WPM).
• A minimum passing score of 85% on Criticall Test.
• Knowledge of Madison County geography, Volunteer Fire Department service areas, and City and County jurisdictional boundaries.
• Knowledge of the E-911 system and related laws and regulations.
• Ability to think, act, and speak clearly, quickly, and calmly in emergency situations.
• Ability to prioritize calls according to the level of need and importance.
• Ability to deal effectively with people in a multi-cultural society under extremely stressful situations.

Nice-to-haves

• Emergency Medical Dispatch Certification within one (1) year of employment.
• Emergency Fire Dispatch Certification within one (1) year of employment.

Benefits

• Full-time employment with a competitive salary.
• Opportunities for overtime and additional training.