The City of Idaho Falls is currently accepting applications for the position of Emergency Telecommunications Specialist Trainee. This is an entry level trainee position. Upon completion of the training program, this position performs a variety of technical duties involving the use of radio and communication equipment to dispatch police, fire and emergency personnel in response to a variety of community emergency and assistance calls. Works under the general supervision of the Dispatch Supervisor.

This is a civilian position within the Police Department and candidates are subject to the same standards as all law enforcement personnel as set by the Idaho Peace Officer Standards and Training Council.

Receives and coordinates all 9-1-1, police, fire, ambulance, search and rescue, and other emergency requests; receives and coordinates all non-emergency requests; relays instruction by radio to units concerned; records all citizen complaints. Properly question callers utilizing protocol and local policies and procedures to determine location and nature of incidents/emergencies while simultaneously entering the information into the computer aided dispatch (CAD) system.

Continuously track responder’s location and availability electronically, maintain support resource files, and provide answers and solutions for all non-emergency requests for information and services. Continuously review and train to maintain current levels of operational knowledge, stay abreast of continuous system changes, enhance knowledge and learn new skills.

Dispatches responders and emergency personnel and equipment as necessary; informs involved responders of the nature of the call and provides ongoing communication to assure the safety of responders and emergency personnel.

Handles requests from responders for special or specific information, i.e. NCIC reports (criminal histories) and provides it to the responders in a timely manner.

Broadcasts pick-up notices for wanted persons and stolen and suspect vehicles to responders; receives and checks inquiries for criminal record checks; transmits information over Teletype.

Initiates “Code Red” emergency calls to warn citizens and activate emergency personnel.

Maintains radio communications logs, and NCIC/NLETS/ILETS/ISTARS Teletype system; performs technical maintenance on equipment; coordinates complex repairs with system vendors and maintenance agency.

Performs related duties as required.

1.  Education and Experience:  Graduation from high school or GED.

2.  Essential Knowledge, Skills and Abilities:  Must have the ability to handle objectionable contacts with tact and diplomacy, the ability to retain emotional control, honesty and productivity while under pressure from irate or abusive callers, shortage of time, personal problems, and requirements of supervisors or other sources. Must have the ability to appropriately handle stressful situations; the ability to maintain appropriate and constructive behavior and attitude in response to difficult or adverse situations.

Must have the ability and willingness to adapt to new and/or unique situations; the ability to learn and apply new information; the ability to recall numerous details (excellent memory and recall).

Must have the ability to act in a decisive manner, using good judgment (“common sense”) and the ability to maintain objectivity in the decision-making process. Must have the ability to willingly accept criticism and/or accept responsibility for their actions. Must show initiative in completing work assignments; the willingness and ability to support and carry out directives without prompting.

Must have the ability to contribute to a pleasant and productive working environment by maintaining a positive attitude when carrying out duties and complying with department policies and procedures; the ability to work cooperatively with supervisors and establish cohesive, effective working relationships with peers (i.e. positive team-work skills and abilities).  Act in a mature, dependable fashion; the ability and willingness to maintain dependable work habits such as reporting for duty on time, without the need for prompting and/or supervisory intervention.

Must have the ability to perform multiple tasks simultaneously and still remain focused under stress.

Must have the ability to respect and maintain confidential information.

Must have sufficient verbal and written communication skills to accurately and efficiently relay relevant call information via radio or computer system. Written communications must be concise and to the point while providing accurate information that the Telecommunications Specialist determines may be important to the safety of a caller and/or responding personnel.  Any call may require the Telecommunications Specialist to perform several tasks simultaneously.

Telecommunications Specialist often work at a very rapid pace over which they have little control due to workload and the nature of incidents, and are often unable to follow-up on or learn the final resolution of calls received earlier in their shift.

Candidate must be able to type 40 words per minute, and may be required to pass a typing test.

Candidates must have the ability to hear and understand simultaneous sound sources coming through a communications headset and/or radio speaker(s) and/or standard telephone receiver. Candidates must have the ability to hear and understand other outside sound sources while wearing a communications headset (i.e. the ability to hear sound sources not coming through the headset; the ability to hear out of both ears.)

Candidates must have the ability to speak English clearly, fluently and articulately using vocabulary appropriate to the audience and have the ability to write English clearly, using proper English grammar, spelling, punctuation, and structure.

Candidates must be able to read and understand written communications; the ability to read and discern visual images on a variety of media.

Candidates must have the ability to record names and numbers accurately (i.e. not transpose numbers and/or letters).

Candidates must have the ability to remain seated at the same work station for 8-12 hours at a time, taking only short breaks as the workload may allow for.

3.  Special Qualifications:  Must be eligible to be POST Level “I” certified within 12 months of hire.  Must possess and maintain a valid Idaho Driver’s license.  Must be 21 years of age.  Upon completion of required training must be certified as an Emergency Medical Dispatcher (EMD), Emergency Fire Dispatcher (EFD), and ILETS certified.  Must be able to type 40 words per minute.

Candidate will undergo a thorough background check, polygraph examination, physical examination for vision and hearing, and pre-employment aptitude assessments prior to final job offer.

Emergency Telecommunication Specialist Trainees work within an organization structured on a formal chain of command. Initially, they have little input into scheduling decisions, and may be assigned to work any shift, and may have their work schedules changed on short notice, regardless of personal considerations or family needs. Dispatchers must report for duty as needed in emergencies such as severe weather or disasters, regardless of personal considerations or family needs. The center is staffed 24 hours a day, 7 days a week, 365 days a year. Shifts include days, swings, nights, weekends and holidays. Overtime is a requirement of the position, many times on short notice. Must be able to work any and all of these shifts along with scheduled and unscheduled overtime, in order to be considered for this position.

Emergency Telecommunications Specialists work in a secure facility and usually will not be able to leave their workstation for other than brief breaks as the workload allows. This facility is a typical office setting with appropriate climate controls.

Emergency Telecommunications Specialists work in an often noisy and distracting environment and must be able to concentrate on their jobs for extended time periods while other personnel are taking calls, people are walking around them, and conversations are taking place in close proximity to them. Talking, hearing and seeing are necessary to performance of essential functions. Rapid work speed required to perform keyboard operations. Common eye, hand, finger, dexterity required. Mental application utilizes memory for details, verbal instructions, emotional stability, discrimination thinking and creative problem solving in a high stress, potentially fast paced communications, critical incident, management environment.