The Denver 911 Communications Center is seeking individuals with previous public safety emergency call center experience and public contact skills to work as an Emergency Communications Operator ON-CALL for the City and County of Denver. These on-call positions will not offer benefits. There is a minimum requirement of 16 hours per month not to exceed 29 hours per month for any chosen applicants.
As an Emergency Communications Operator, the employee must be able to process information quickly with acute attention to audible details, assuming control of the conversation with professionalism in order to obtain necessary details from citizens during an emergency. An Emergency Communications Operator’s responsibilities are multi-faceted, multi-dimensional and very fast paced in nature, requiring visual acuity to interface the audible information obtained during a telephone call with the technical systems used to translate the information into a written format for dispatch. Operators must assess the priority for Police, Fire and/or Emergency Medical Services, through exceptional listening, interviewing and problem solving skills while adhering to established procedures. Emergency Communications Operator must recognize that 911 provides a service to a variety of internal and external customers.
The Communication Center is a 24-hour, seven day a week operation, therefore, applicants must be willing to work the following:
- shift work (a variation of traditional swing or graveyard shifts, 8 or 10-hour shifts)
- weekends
- holidays, and
- overtime – both voluntary and mandatory with short notice
Shift Incentive Differential:
Swing shift (3:00 p.m. to 11:00 p.m.) receives an additional 7% above the current hourly rate of pay.
Graveyard shift (11:00 p.m. to 7:00 a.m.) receives an additional 12% above the current hourly rate of pay.
Job Responsibilities
Performs full performance emergency and non-emergency telephone assistance to individuals who are calling Denver-911 for Police, Emergency Medical Services, and/or Fire and provides emergency medical dispatch triage and instructions over the phone.
Processes a high volume of phone calls for the Police, Fire and Emergency Paramedic Departments under stressful and demanding emergency situations using the center’s computerized telephone system.
Determines the Police, Fire, Medical or multi-discipline nature of the call, and if medical attention is required, immediately begins using Emergency Medical Dispatch method over the phone.
Gathers information and rapidly/accurately enters into the Computer Aided Dispatch (CAD) system.
Works independently in interviewing the caller to accurately assess the urgency of the incident and the proper response required by Fire, Police and/or Emergency Medical Services (EMS).
Performs computer clearances and information search for police officers, district attorneys and detectives utilizing computer systems including National Crime Information Center system (NCIC), the Colorado Crime Information Center system (CCIC), and City and County of Denver court files.
Utilizes excellent oral communication skills to interact with citizens who may be under stress, in crisis or who may be cognitively impaired. Provides excellent customer service demonstrating respect, problem resolution, and professionalism.
Recognizes and responds to opportunities to provide effective problem resolution to service related issues.
Emergency Communications Operator Traits
There are numerous traits that an Emergency Communications Operator must possess in order to function well in the 911 center. These traits include:
- Ability to think quickly
- Ability to work under stressful conditions
- Clear speech
- Hearing accuracy
- Ability to listen carefully
- Visual acuity
- Ability to deal with the public and user agencies
- Ability to remember oral and written instructions
- Ability to follow instructions
- Ability to sit for long periods of time
- Ability to write clearly and spell correctly
- Typing skills or keyboard familiarity
- Ability to interface with the computer
- Ability to remain calm while dealing with frightened, hysterical or angry callers
Qualifications
Education: Graduation from high school or possession of a GED Certificate.
Experience: Two years of public contact experience dealing with individual problems and applying policies, procedures, and or legal guidelines and one year of computer user experience in a Microsoft Windows computer operating system environment or comparable operating system.
Licensure and/or Certification:
• Possession of CPR Certification before the end of academy training and successful recertification as required by the National Academy of Emergency Medical Dispatch during the employment.
• Possession of EMD Certification issued by NAED before the end of academy training and successful recertification as required by the National Academy of Emergency Medical Dispatch.
• Must pass an initial pre-security clearance screening; obtain an OSN (Operator Security Number) from CBI (Colorado Bureau of Investigation) through successful completion of a certification as a condition of employment. Must take and pass an on-line test every two years to maintain certification.
Additional Information
To apply for this position, please select the apply button at the top of this page, or visit http://www.denvergov.org/jobs
Job offers are contingent on the verification of credentials and other information required by law and City and County of Denver policies, including the completion of a background check, part of which is a criminal history as well as a suitability and psychological screening by specialists in the Public Safety Department.
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