911 Communications Specialist (Entry Level and Lateral)

Summary

King County Sheriff’s Office is seeking individuals with outstanding customer service and communication skills for the position of 911 Communications Specialist. This is a great opportunity to launch a rewarding and exciting career. Communications Specialists serve as Call Receivers and Dispatchers, partnering with the KCSO Deputies in the field to serve and protect King County residents.

New 911 dispatchers complete a comprehensive training program during the first year of employment. This includes classroom training and extensive on-the-job training. After 18 months, Call Receivers will receive additional required training to advance to Dispatcher. Dispatchers use telephones and radios to provide critical information and communicate directly with and support deputies in the field. As a King County Sheriff’s Office (KCSO) 911 Dispatcher, you will handle law enforcement calls only. Requests for fire or EMS assistance are immediately transferred to other agencies

Dispatcher Salary is $33.72 – $37.08 hourly.

WHO MAY APPLY: This position is open to the public.

Entry level candidates must demonstrate a minimum of one-year experience providing a high level of customer service with the aptitude and skills to perform the primary duties listed in this posting.

Lateral candidates must demonstrate previous experience in as a Call Receiver/Dispatcher for law enforcement. Lateral qualifications, training requirements and starting salary range will be evaluated on a case by case basis.

NOTE: It is a hiring requirement that all staff employed by KCSO successfully pass a thorough background investigations process, which includes fingerprinting, criminal history check, reference checks, polygraph test, and other tests as deemed necessary. You must Review the list of KCSO Automatic Disqualifiers and verify your qualification for employment with King County Sheriff’s Office.

This position is a civil service position, you can access these rules at Civil Service Rules.

INFORMATIONAL WORKSHOP (virtual): To assist you in deciding if this career choice is right for you, we will be offering two (2) virtual recruiting workshops where you can learn all about the hiring processes, expectations, and work in the 911 Communications Center.

Registration is required, Send a message to [email protected] and include; 1) your full first and last name, 2) the email address you would like them to send the meeting link to, 3) the workshop date you would like to attend. Candidates who RSVP will be emailed a link to the online workshop prior to the event.

Upcoming workshop dates and times are:
Tuesday, June 15th 5:00pm – 7:00pm (Pacific Time)

Saturday, June 26th 11:00am – 1:00pm (Pacific Time)

Job Duties

General job duties are as listed but not limited to the following:

Receive, prioritize, and route emergency and non-emergency calls (such as citizen concerns or complaints) from the public, transfer calls and calls received directly from other agencies.

Enter non-emergent caller’s information and dispatches according to priority or transfer/refer to the appropriate agency. Gather information from calling parties and enters the type, location, source and all information for emergency calls into Computer Aided Dispatch (CAD) System.

Triage emergency requests for assistance. Relay pertinent information between responders via radio.

Assign emergency response priority by determining whether immediate response could save lives or prevent crimes.

Route calls for assistance to the correct Dispatcher or appropriate agency, communicate with emergency agencies.

Retrieve information from State and National computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles, restraining orders, criminal histories, parolees and other related information; relay information to officers in the field

Manage multiple radio frequencies and radio communications simultaneously

Communicate effectively with confused, upset, hostile, or distraught people by phone, while gathering the information necessary to send the correct responders and equipment to the scene.

Communication center employees may hear and need to respond to graphic descriptions of violence and/or injury.

Record information and maintain required logs, event cards and other forms during periods of computer aided dispatch down time.

Experience, Qualifications, Knowledge, Skills

Successful candidates must demonstrate the ability to act calmly, quickly, and with accuracy in emergency situations on a continual basis and to multi-task complex situations within a short time period. Candidates will need to demonstrate a minimum of one (1) year experience providing a high level of customer service and aptitude and skills to perform the primary duties, including:

Attention to detail and the ability to contextually shift from task to task is essential to the position

Strong organization, flexibility, and ability to control personal emotional responses and act appropriately under high levels of stress.

Strong people skills and high level of customer service

Follow moderately complex oral and written instructions and to speak the English language clearly and quickly with a well-modulated voice

Effectively communicate in write using English grammar, spelling, punctuation

Critical thinking skills, ability to act quickly in accordance with established policy and procedures and maintain composure under pressure.

Candidates must have the ability to:
Comprehend the basic principles of and terminology applied to law enforcement and emergency management as applied to the operation of the communications center

Simultaneously receive emergency calls, take charge of the conversation, and gather critical information

Follow moderately complex oral and written instructions

Establish effective working relationships with other employees and representatives of other emergency service provider agencies; and, interact with the public pleasantly and courteously, often under stressful conditions.

Exhibit patience and remain calm and professional while questioning callers for whom English may be an additional language, callers who may be verbally abusive, emotionally upset, uncooperative or frightened

Maintain composure and control under adverse conditions and to cope with calls and contacts firmly, courteously, confidentially, tactfully, and with respect for the rights of citizens.

Be personable while successfully orchestrating and executing assigned tasks

Establish and maintain effective working relationships with employees, law enforcement and the general public. Use memory for details, verbal instructions,

Exhibit composure and the ability to evaluate problems and apply sound judgment in a high stress, critical incident management environment.

Type 40 wpm accurately. Ability to learn current office software programs displayed on multiple computer screens

Work variable shifts including day shifts, swing shift, graveyard shift, weekends and holidays.

DESIREABLE QUALIFICATIONS:
Previous experience as a Call Receiver/Dispatcher for law enforcement 911 calls.

Experience communicating effectively and efficiently with the public in a fast-paced environment, under stressful conditions.

Knowledge of law enforcement terminology and/or experience in a public-safety setting.

Fluency in another languages such as those most common in King County: Spanish, Vietnamese, Somali, Russian, Chinese, Korean, Amharic, Arabic, Ukrainian)

Call center experience

Experience in the use of spreadsheets, and/or database management

Typing speed of 55 words per minute or higher

Experience using multi-line phone systems.

Physical Demands: Incumbent must function efficiently in an office environment for extended periods with no opportunity to leave the confines of the Communications Center. A Communications Specialist is considered an “essential employee,” meaning they are required to work holidays, report for duty during adverse weather conditions, and be expected to work for long hours exceeding normally scheduled shifts in case of emergencies. The position is sedentary with periods of high levels of stress. This work requires use of the voice in vocal communications for periods of hours at a time. Voice must be clear, audible, and tone effective with words plainly spoken and understandable. Incumbent must be able to hear clearly and discern a variety of audible communications and signals simultaneously. Incumbent must be able to read critical information from multiple sources, including computer screen, fax, and written log quickly and accurately. The work is of an emergency nature and is emotionally stressful. Incumbent must possess manual dexterity sufficient to operate computer terminals/keyboards and related equipment and to maintain written logs.

Requirements Upon Hire:
Ability to maintain certification in ACCESS (state criminal database), NCIC (National Criminal Information Center) and WACIC (Washington Criminal Information Center) on a bi-annual basis is required.

Ability to obtain additional licenses, certifications and other requirements determined to meet the business needs of the employing unit.

One-year probationary period

Civil Service Recruitment Process: The hiring and selection process is lengthy, requiring multiple months to complete. This is an open and continuous recruitment, meaning applications will be accepted and reviewed during the following intervals.

First Round – applications received May 28 – June 30, 2021

July – review applications/online skills testing

August/September – Oral Board interview and in-person skills testing

September – Eligibility Register

Second Round – applications received July 1 – August 9, 2021

August – review applications

September – online skills testing

October – Oral Board interview and in-person skills testing

Candidates who pass all examinations will be placed on an eligibility list. Once the Eligibility List is certified, the background investigation begins. This is a 6-week to 3-month process. A starting hire date will coincide with the start of a new training class. Trainings are estimated to take place in late 2021 and early 2022.

“CritiCall” Technical Exam: The initial technical exam is only administered online due to coronavirus concerns. Qualified applicants will be sent a testing invitation link. To take the test, you will need a computer with a keyboard and mouse or trackpad, internet connection, and preferably headphones to use during the audio data entry sections. If you require an accommodation or need assistance to complete the online test, contact Brannon Mark at [email protected].

A Study Guide and practice test to the CritiCall exam can be found at: https://criticall911.com/documents/CritiCall_Candidate_Test_Preparation_Guide.pdf

https://criticall911.com/dispatcher-testing/applicants/

TO APPLY: Please carefully review the list of required materials before submitting your application.

Complete application via governmentjobs.com. Applications must be complete. Do not use “see resume”, this will be considered an incomplete application and candidates will not be further considered. Complete answers to all the supplemental questions

Resume and cover letter are not required but suggested.

SELECTION PROCESS: Application materials will be screened for clarity, completeness, and responsiveness to the list of qualifications, skills, and abilities. Answers to supplemental questions will assist in determining your eligibility for further consideration. The most competitive candidates may be invited to move forward in the hiring process.

UNION AFFILIATION: This position is represented by Teamsters, Local 763.

CONTACT: If you have questions regarding this recruitment please contact: Brannon Mark at [email protected].