Emergency Communication Specialist I

Aurora 9-1-1 Emergency Communications   Aurora, CO   Full-time     Management
Posted on April 3, 2024
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City of Aurora, Colorado


It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply.

Why Work for Aurora?

  • Make a difference in the lives of real people every day
  • Diverse community
  • Competitive total compensation package
  • Well-Funded General Employees Retirement Plan
  • Light rail station minutes away
  • On-site fitness center and overall employee well-being programs Internal educational programs to assist with career advancement
  • Access to innovation workspaces

PRIMARY DUTIES & RESPONSIBILITIES

Hiring Range: $29.45 hourly ($61,256.00 annually) during basic training.

  • The deadline to submit applications is Monday, June 3rd, 2024, at 11:59 pm. Initial review of submitted applications will commence on June 6th, 2024. Please note, the City of Aurora will conduct ongoing screenings of applications on a first-come, first-serve basis; as soon as we determine a qualified pool of applicants exists, this position may be closed without notice.

Lateral Hiring Range: $29.45 - $37.23 hourly ($61,256.00 - $77,438.40 annually, during basic training) Lateral candidates are highly encouraged and welcome! We will honor your experience and certification level to determine your basic training salary and position in our career progression on an individual basis. Advancement from your starting point in our progression series may occur at a faster pace and will be driven by your individual performance and initiative.

Hiring Bonus: New employees are eligible for a $2,000 bonus; with $1,000 paid on the first payroll, and $1,000 paid upon the completion of the Aurora911 Basic Training Academy.

Full Salary Range of the Emergency Communications Specialist Series: $61,256.00 - $102,623.07 based on progression through additional certifications and achievements.

Career Advancement

Aurora911 offers attractive career progression opportunities which are accompanied by salary range increases. After the completion of the Basic Training Academy, team members have access to additional certifications and responsibilities:

Emergency Communications Specialist I (9-1-1 and non-emergency call taking):

  • 3% increase upon completion of basic training

  • 5% increase upon completion of services/data dispatch training

Emergency Communications Specialist II (9-1-1, services/data, police OR fire dispatching):

  • 7% increase from ECS-II, upon completion of advancement training

Emergency Communications Specialist III (9-1-1, services/data, police AND fire dispatching):

  • 9% increase from ECS-III, upon completion of advancement training

Qualified team members may become certified as a Communication Training Officer (CTO) and will earn an additional 5% salary while certified as a CTO for Aurora911.

Bilingual team members may also qualify for additional compensation.

In addition to progression, the City of Aurora provides:

  • annual cost of living increases (averaging 3% per year)

  • annual high-performance bonuses

  • Aurora911 also provides all team members (and their families) with direct access to psychological services and wellness/resiliency resources, at no cost to the employee.

  • Highly competitive total compensation package

  • Well-Funded General Employees Retirement Plan

  • On Site Fitness Center, and overall employee well-being programs

  • Peer Support

  • Formal Mentoring opportunities

  • Free, Secure Parking

  • Free electric vehicle (EV) charging

Career Enrichment Opportunities

  • Aurora911 provides opportunities to participate in a growing variety of specialty assignments, including but not limited to:
  • Peer Support
  • Recruitment Team and Career Counseling
  • Mentoring
  • Recognition and Team Building
  • Tactical Dispatching (TERT) - in development
  • Public Information Team - in development

Continuing Education

The City of Aurora offers a generous tuition reimbursement program for employees, as well as a robust employee learning system that offers a variety of in-person learning and thousands of on-demand virtual learning sessions for a wide variety of topics.

Aurora911 also offers continuing education and development for technical and human skills, including leadership development and access to industry-specific certifications through APCO and NENA.

OVERVIEW OF POSITION / DEPARTMENT

The Mission of Aurora911 is to get the Right Resources to the Right Place at the Right Time, for Everyone, Every Time.

Aurora911's Vision: Through our team's dedication, innovation and unity, Aurora911 will be a nationally recognized leader in transforming emergency and non-emergency communication services. As an empowered and creative team, we will continuously identify new and transformative ways to connect our community with the resources necessary to thrive. We will accomplish these goals through continual investment in our employees' professional success, engagement and satisfaction through an intentional focus on people, partnerships and processes.

Aurora911 is staffed by public safety professionals who are trained to answer and prioritize 9-1-1 and non-emergency telephone calls, as well as dispatch police, fire, paramedic, and alternative response resources. Our dedicated 9-1-1 professionals gather and analyze critical life-safety information from callers and send the information via computer to police, fire and or paramedic dispatchers who are responsible for coordinating the response of field responders. The Aurora911 team works in partnership with Aurora Police Department, Aurora Fire Rescue, Falck ambulance, Aurora Mobile Response Team, Information Technology, Aurora911 Nurse Navigation (ANN), and other city departments to ensure the safety and quality of life for residents, businesses and visitors in the City of Aurora.

Aurora911 processes 9-1-1 and non-emergency calls from the citizens and visitors in the City of Aurora. More than 500,000 telephone calls for service are received annually, the majority of which result in the dispatch of police, fire, rescue, or emergency medical responders.

The Emergency Communications Specialist I (ECS-I) position is an entry level position with the Aurora911 Emergency Communications Department. An ECS-I is considered an Introductory Employee until the successful completion of their introductory period with the City of Aurora. The ECS-I begins as a student of the department's Basic Training Academy, and the primary focus is learning how to successfully receive, and process 911 emergency calls and non-emergency calls for Police, Fire and Ambulance services. The training encompasses the operation of multi-line telephone systems and computer systems to expedite information to and from public safety agencies. An ECS-I who successfully completes basic training is actively able to independently receive and process 911 emergency calls and non-emergency calls for Police, Fire and Ambulance services. The next level of training is to become certified on the Services (Data) channel, which is the introductory step into public safety radio dispatching. Applicants must be willing to work in a 24-hour environment, which includes shifts on swings and graveyards, weekends, holidays, overtime, and on-call.

SUPERVISION RECEIVED AND EXERCISED:
Receives direct supervision from assigned department supervisor.

Receives training, guidance and training performance feedback from assigned Communications Training Officers (CTO) and Professional Development Specialists.

PRIMARY DUTIES & RESPONSIBILITIES

  • Receive and prioritize emergency and non-emergency calls and digital requests for emergency assistance from the public requesting police, fire, ambulance and other emergency services; gather, analyze, and report critical information during life-or-death situations such as crimes in progress, medical emergencies, and fire/rescue incidents.

  • Administer care by providing pre-arrival medical instruction or directing callers through procedures such as CPR, childbirth, or controlling of blood loss while emergency medical services are in route.

  • Operate a variety of public safety communications equipment including 911 emergency telephone equipment, text-to-911 equipment, advanced location systems, computer aided dispatch systems, instant recall recorder and paging and intercom systems.

  • Enter service requests into computer-aided dispatch system via keyboards to provide needed data to dispatchers and responding units/agencies.

  • Provide assistance, information and directions to non-emergency callers; refer and/or transfer calls to outside agencies as appropriate.

  • Read/interpret maps for the public, field personnel, and other agencies in order to assist in locating certain geographical areas; interpret telephone call locations from maps by applying knowledge of local geography in order to provide appropriate and timely assistance.

  • Perform various computer checks, input and retrieval of information to assist dispatchers and emergency services staff.

  • Enter automated records of activity into the computer; maintain a variety of logs relating to public safety telecommunications activities; compile statistics on calls received.

  • May provide backup to dispatchers for computer queries, processing documents and telephone notifications during busy periods and/or critical incidents.

  • If eligible and certified to serve in a training capacity; review policy and procedures with trainees; work directly with trainee on shift to ensure proper techniques, call routing, and appropriate level of response; document training activity, and provide input to supervisors on trainee progress as requested

  • Perform other duties of a similar nature or level.

MINIMUM QUALIFICATIONS & WORKING CONDITIONS

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

Age:

  • Applicants must be 18 years of age or older at the time of employment.

Education:

  • High School Diploma or GED

  • Must successfully complete the Aurora911 Basic Training Program, to include all relevant certifications (CCIC/NCIC, EMD, EFD, CPR)

  • Must successfully complete "Services" certification training in order to progress to that role.

Experience:

  • Must successfully complete the introductory period with the Department, while maintaining a successful performance rating in all anchors of job performance

Licenses and Certifications:

  • Required through training throughout employment

    • NCIC/CCIC Certification

    • NIMS 100, 200, 700 Certification

    • Certification in CPR and First Aid

    • Emergency Medical Dispatcher (EMD) Certification

    • Emergency Fire Dispatcher (EFD) Certification

    • Communications Training Officer (CTO) Certification will be required for those who serve the department in a training capacity

Knowledge:

  • Operations, services and activities of the Aurora911 Emergency Communications Center

  • Operational characteristics of the department's public safety telecommunications equipment

  • Techniques of questioning for both emergency and non-emergency calls.

  • Applications of various City and Police Department policies and procedures.

  • Customer service principles and problem resolution techniques.

  • Principles and practices of record keeping and documentation.

  • Geographic features and locations within the area served.

  • English usage, spelling, grammar and punctuation.

  • Modern office technology and equipment, including computers and related software applications.

  • Applicable tools and equipment operations.

  • Applicable Federal, State and local laws, codes and regulations

Abilities:

  • Demonstrate high levels of emotional intelligence.

  • Effective mediation and conflict management.

  • Prioritization and adaptation of operations to meet fluctuating demands.

  • Minimum data entry (alpha/numeric) of 4044 KPH

  • Speak, write, comprehend American English language

  • Respond to and resolve difficult and sensitive citizen inquiries and complaints

  • Effectively communicate and elicit information from emotionally elevated callers

  • Establish priority of emergency situations

  • Perform multiple tasks simultaneously

  • Protect sensitive and confidential information acquired in the course of business

  • Maintain composure, alertness and concentration while working under mental and physical stress for extended periods of time

  • Work in an environment that requires rapid multi-processing

  • Adapt instantaneously to changes in call events

  • Work a rotating schedule including nights, weekends, and holidays to ensure 24/7 coverage.

  • Remain subject to callback and holdover to maintain minimum staffing 24/7.

  • Operate a variety of telecommunications receiving and transmitting equipment.

  • Read and interpret maps and other navigational resources.

  • Establish and maintain accurate records, logs, and files.

  • Work under pressure, exercise good judgment and make sound decisions in emergency situations.

  • Interpret and apply Federal, State and local policies, laws and regulations.

Essential Personnel:

  • Members of Aurora911 are considered essential personnel and are subject to call back, extended shifts and other forms of mandatory overtime to ensure continuity of emergency services to the city.

  • Periodic paid breaks of up to 20 minutes in duration may be given during a continuous work shift, dependent upon shift length and operational work volume.

Physical Demands:

  • Light physical activity requiring lifting, pushing or pulling up to 10 pounds with or without assistance

  • Occasional lifting, carrying, walking, and standing

  • Sitting for length periods of time

  • Use of a headset and radio to communicate for the entire work shift

  • Frequent hand/eye coordination to operate computer screens and keyboard

  • Frequent use of hands and fingers to handle, feel, or operate computer and radio

  • Vision with normal color vision to read computer screen

  • Clear speech communication to effectively communication with citizens and public safety organizations

  • Hearing and listening to maintain communication to handle and dispatch emergency calls

  • Vision to read reports and other written material

  • Frequent speech communication and hearing to maintain communication with employees and citizens

Work Environment:

  • Essential duties performed primarily in clean, comfortable environment

  • Various noise levels with period of high activity and volume

Equipment Used:

  • Computer and other standard office equipment, which includes multiple monitors

  • Headsets which relay phone and radio audio directly into the ear

  • This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment

For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application.

The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.

Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.

Drug Testing, Thorough Criminal Background Check, and Employment References:
As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check and drug screening. Employment references will be conducted on finalists for City of Aurora vacancies.

Aurora 9-1-1 Emergency Communications

Aurora , CO