Emergency Communications Specialist Recruit

Job Title:  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 completion of training, starting salary $21.71.

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 (Recruit) will receive training on how to handle emergency and non-emergency calls for police, fire, and emergency medical services (EMS) and perform the operational data gathering in order for dispatching public safety personnel and equipment for the Orleans Parish Communication District (OPCD).  This is a classroom-based position with opportunities for scenario learning and requires passing certification(s) prior to moving to the 911 Emergency Communications Specialist I (ECS I) position. The Recruit will learn too gather, classify, and supplement essential information from the caller and enter it into the Computer Aided Dispatch (CAD) system. It also 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. The incumbent must maintain Emergency Telecommunicator certification.

Position Responsibilities

• Successfully learn to receives 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, classifies potentially reclassifies 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 prioritizing 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 skill 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.

• 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
• 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 in order to handle the constant workload of the emergency communications center
• Ability to pass a criminal background check and random drug screen tests

• Two (2) years previous experience in comparable 911 center experience, including call taking and dispatching for one or more of the emergency services (police, fire, or EMS) agencies

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, giving a scheduled unpaid lunch break and unpaid- breaks. 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 Communication 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.
 

The Orleans Parish Communications District provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the Orleans Parish Communications District complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. The Orleans Parish Communications District expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. 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.

One City, One Agency, One Mission