West Haven ERS - Public Safety Telecommunicator

Job Announcement:

Primary Purpose:

Works under the direct supervision of the Director of West Haven ERS aka West Haven 911. Proceeds alone on established normal working conditions, following a variety of Standard Operating Procedures/Guidelines and refers any questionable event to the Director of ERS and/or Shift Supervisor. Receives & promptly transmits emergency & non-emergency calls to ensure that the public (or caller) receives the correct emergency & non-emergency services it requires in a timely manner. 

Essential Duties & Functions:

• Receive & transmit emergency & non-emergency calls via telephone, radio, or other means for the purpose of ensuring that the caller receives the correct services it needs in a timely manner.
• Operate an analog & digital radio console with multiple channels & frequencies, as well as various computer systems for the purpose of monitoring, dispatching & communication support services for police, fire, emergency, & related services (use of a two-way radio).
• Operate a multi-line telephone console system (NG-911) with texting capabilities, page & tone alerting system, & TTY/TDD system for the deaf & hearing-impaired. Translate information to the appropriate Agency using emergency or Department specific signals & codes.
• Determine & assign the level of priority for each call & enter the data accurately into a computer-aided dispatch system for radio dispatch purposes.
• Provide emergency police, fire & medical dispatch, including the use of other resources & supportive services.
• Ask vital questions to interpret, analyze & anticipate the caller's situation to resolve problems, provide information, & follow the proper protocols for dispatching the appropriate Agency.
• Utilizes the Medical Dispatch Priority System provided by the International Academies of Emergency Dispatch to handle medical emergencies, provide pre-arrival instructions or refer callers to other public emergency agencies.
• Familiar with the different terminology used in the fire, medical & police services to be able to determine the appropriate number & type of equipment, apparatus or vehicle to dispatch; Monitors & responds to a variety of technical systems & alarms in a timely manner.
• Creates, enters & maintains accurate, well-organized records for documentation & retrieval purposes.
• Assists in training of new employees pursuant to the rules of the Bargaining Agreement.
• Maintains & projects a positive, professional attitude with the public, ERS co-workers, Fire, Police, ambulance personnel, City Officials, & any other party dealt with in the course of work.
• Maintains confidentiality of all information within West Haven ERS and abides by all local & departmental policies that apply to safeguarding all assets of West Haven ERS.
• Follows all applicable safety rules, procedures & regulations governing the proper use of equipment used in the performance of duties.
• Upholds ALL requirements necessary to keep the validity of Certifications required.

Additional Duties:

• Performs other related duties as assigned by the Director of ERS, his designee, or Shift Supervisor.
• Makes recommendations for enhancements to the systems or ERS Center.
• Voluntarily participates in or offers to assist with community programs to help ERS Center establish strong community relations.
• Knowledge, Skills & Abilities:
• Knowledge of West Haven ERS policies, procedures & protocols used to perform duties.
• Knowledge of the geography of the City of West Haven & use of the GIS system.
• Knowledge of applicable laws & regulations relating to the provision of emergency & non-emergency dispatch services.
• Knowledge of data information systems & data analysis.
• Must have good vocal skills & a professional, positive attitude.
• Requires good computer skills & familiarity with the use of standard office equipment (e.g., Microsoft Word, Internet, E-mail, scan, copier).
• Ability to perform manipulative skills, which require hand-eye coordination such as keyboarding skills, including the ability to correctly type a minimum of 45-55 words per minute.
• Ability to organize & coordinate work & perform clerical related tasks.
• Ability to adapt to technological advancements & adhere to any policy/procedure associated therewith.
• Ability to focus & maintain concentration for extended periods of time, while remaining at a workstation, at time without a relief.
• Ability to sit for prolonged periods of time.
• Ability to maintain composure & function under the stress of emergency situations.
• Ability to read, write, speak, & understand English; Ability to communicate via phone and radio clearly with distinct pronunciation when appropriate.
• Ability to portray exceptional interpersonal skills.
• Ability to engage in self-evaluation regarding performance & professional growth.
• Ability to accept constructive feedback regarding work performance & follow QA/Ql guidelines.
• Ability to establish & maintain cooperative working relationships with others during this work or while you are acting as a representative of ERS.

 

Physical, Mental Demands & Work Hazards:

• Must work in a standard office building environment, a high-paced location & multi-task daily.
• Must be available to report for or to continue to work extended hours, including during emergencies, holidays, weekends, periods of bad weather, natural disasters or other unusual circumstances.
  Must be able to work varying schedules with varying days off as a part of the 8-week bid shift process.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to sit, talk & listen. The employee is occasionally required to walk, use hands to finger, handle or operate objects, tools or controls, and reach with hands and arms.
• The employee must occasionally lift and/or push/pull objects of less than twenty-five (25) pounds.
• Certain vision requirements are needed in this position, which include but are not limited to having the ability to adjust focus, view monitors closely, distinguish & identify different colors.
• Noise Level in the work room is generally quiet but depends on how busy the Center is.
• The employee shall be temperamentally suited to the position, including being able to remain calm, take decisive action during emergencies and to remain alert and vigilant during periods of inactivity or when carrying out normal, repetitive operations.
• Must work harmoniously with, be professional with and always show respect to fellow co-workers and Shift Supervisors.
• Follows all applicable safety rules, procedures and regulations governing the proper use of equipment used in performing the job.
• Monitors, documents and reports non-compliance with response time-standards.
• Reports needed repairs or major malfunctions to Shift Supervisor or Director of ERS.

 

Education and Minimum Qualifications:

• Must possess High School Diploma, GED or equivalent proving completion of education that will allow you perform the functions & duties of this position.
• Must currently possess a valid Motor Vehicle Operator's License or can provide own transportation.
• Successfully pass a thorough background investigation and criminal fingerprinting conducted by the West Haven Police Department should you reach that point in the hiring process.

 

General Guidelines:

The duties and functions above are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

This is a full-time union position, with benefits. The City of West Haven is an Equal, Opportunity Employer and encourages applications from women, minorities, veterans and the disabled.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the Employer as the needs of the Employer and the requirements of the job may change.

Examination Guidelines and Special Notes:

The selection process will include a pre-employment computer simulate dispatch assessment and personality test. All applicants are required to complete the pre-requisite exam with a passing score of at least 70% or better.

Applicants MAY take part in an oral interview based upon the pre-requisite scoring and what information is listed within the initial online application initiated by PoliceApp.com and completed by the Candidate to see if they qualify to proceed in the hiring process.

• Applications are accepted only through PoliceApp.com and applicant must pay any non-refundable fee towards the application process to PoliceApp.
  
  Final candidates (post-employment) will be required to successfully pass a full comprehensive criminal and civil background check, general practice physical examination to include a drug screening test as well as have the ability to distinguish and identify different colors and pass a hearing test or have the ability to work with those deficiencies prior to appointment.
  
  

The City of West Haven is an Equal Opportunity Employer. 

Please direct questions regarding this position to ndejohn@whpd.com