Monthly Salary: $4,885 – $6,886
Type: Full-time, Non-exempt
Bargaining Unit: Teamsters Local 760
Location: Wenatchee, WA
Department: Operations
RiverCom is a multi-jurisdictional designated Public Safety Answering Point (PSAP) that provides emergency call-taking and dispatch services for law enforcement, fire districts and departments, and public and private ambulance services in Chelan and Douglas counties.
JOB SUMMARY:
A Telecommunicator answers 9-1-1 calls, dispatches law enforcement, fire resources and EMS. The Telecommunicator position requires communication and decision-making skills. A Telecommunicator is expected to adapt to and engage in ongoing changes in leading communication technology.
KEY AREAS OF RESPONSIBILITY AND ESSENTIAL JOB FUNCTIONS:
The key areas of responsibility and essential job functions of the Telecommunicator includes, but is not limited to, effective and successful work performance in the following areas:
- Required to maintain regular and predictable attendance associated with regular work schedule, voluntary and mandatory overtime assignments, and maintain appropriate leave bank levels
- Employees are required to work a regular 40-hour per week schedule plus additional hours on nights, weekends, holidays, etc. to cover scheduling as needed
- Must be able to respond to requests to work (via personal cell phone) on short notice, report to work for call-backs, and/or for extended shifts for up to twelve (12) consecutive hours over multiple days, twenty-four (24) hours a day, seven (7) days a week in order to maintain mandatory minimum staffing levels as needed
- Wearing a single-sided headset, must be able to simultaneously hear and understand conversations in the room, radio communications through the head-set and over external speakers and telephone conversations
- Maintains a professional, calm, and positive customer service attitude at all times while interacting with callers
- Maintains a polite and positive attitude at all times with management, supervisors, co- workers, public safety personnel, and other associates
- Processes sensitive information in a discreet and professional
- Utilizes established protocols to quickly and independently determine appropriate action
- Assign public safety personnel to calls-for-service, monitor and accurately maintain the first responder location status, anticipate the needs and react to requests from first responders in a timely manner
- Enters and retrieves data on Federal, State, and local intelligence systems to assist law enforcement agencies in and out of Washington State
- Calmly and quickly provides medical instructions over the telephone, such as CPR first
- Maintain professional certifications and competency in the use of complex communications equipment, and complete training as assigned promptly and satisfactory.
- Participates in the development, implementation, and review of procedures, policies, and training programs as assigned
- Ability to use Word, Excel, and CAD (Computer-Aided Dispatch) system technology
- Performs other related duties as assigned
TYPICAL WORK ENVIRONMENT: Work is generally performed in a secure, quiet, office-like environment.
- Employees are required to follow core mission and values, policies and procedures
- RiverCom is a non-smoking workplace; the use of any tobacco products or simulated smoking devices of any type is strictly prohibited in the facility and at the work sites
- Weapons are strictly prohibited within the facility, and on the premises
- There is no expectation of privacy; all communications, including verbal, written, and electronic communications may be recorded and archived by RiverCom and made available to the public under the Freedom of Information Act and/or Washington State’s Public Records Act.
PHYSICAL REQUIREMENTS: As a condition of employment, employees must be able to regularly and consistently meet the following physical abilities in the work environment.
- Must be able to sit for long periods of time
- Ability to wear telephone/radio headsets through-out the entire work period
- Ability to remain alert and responsive
REQUIRED SKILLS AND CHARACTERISTICS:
- Ability to make decisions based on structured rules
- Ability to multi-task under stressful conditions
- Ability to effectively communicate including the ability to speak clearly and concisely and to be understood when speaking over the telephone and/or radio
- Ability to react quickly and purposefully to emergency and unanticipated circumstances and when processing multiple and simultaneous requests via voice, telephone, radio, and computer
- Ability to comprehend the importance of and maintain levels of safety for public safety personnel
- Ability to work professionally with diverse groups of people and to demonstrate control, self-confidence, and common sense
- Ability to perform work while upholding RiverCom’s mission, objectives, goals, direction, and values
REQUIRED QUALIFICATIONS:
- Ability to communicate fluently in English, both verbally and in writing
- High School Diploma or G.E.D.
- United States citizenship or Permanent Resident Card
- Valid Driver’s License issued by current State of residence
- Personal cell phone with texting for contact and call-in
- Successfully pass a skills test assessing data entry, decision-making, character comparison, cross referencing, reading comprehension and sentence clarity, and multi-tasking
- Ability to proficiently type 35 words per minute, or at least 4500 keystrokes per hour
- Ability to proficiently operate a variety of office and computer equipment
- Successfully complete and pass pre-employment (background check, credit check, psychological evaluation, and health and drug screening) and testing
- Free from illegal drugs for three (3) years, both federal and state.
CONTINUED LICENSES, CERTIFICATIONS, AND OTHER REQUIREMENTS:
Continued employment is conditional on the employee’s ability to successfully complete a mandatory training period, attain and maintain the following certifications, and meet certain continuing criteria of employment:
- Washington State Patrol ACCESS Level I and II certifications
- CPR certification
- NIMS Emergency Management certifications
- WA Criminal Justice Training Commission (CJTC) Telecommunicator I and II certifications
- Possess and maintain a valid Washington State Driver’s License and the minimum amount of automobile insurance required by Washington State law
- Continued ability to work varying shift schedules, overtime hours, and holidays
- Continued ability to maintain regular and predictable attendance
