Public Safety Telecommunicator I/II/III

Summary

Public Safety TelecommunicatorThe City of Westminster welcomes diverse candidates from the broadest base possible. Our goal is to find the best candidate for the job—someone who belongs, not just fits. We value life and professional experiences, recognizing equivalent combinations of knowledge, skills, and education. Aligned with our city SPIRIT values, the successful candidate will have a passion and commitment to serving a diverse population of residents and must respect and uphold the principles of justice, equity, diversity, inclusion, and belonging. We encourage you to think broadly about your background and skill set for this role, even if you believe you have a less traditional background than described we invite you to apply.Position Purpose / Important Application InformationWestminster 9-1-1 is a Public Safety Answering Point (PSAP) responsible for emergency and non-emergency call processing and priority dispatching for law enforcement, fire apparatus, emergency medical services, animal management, and other city services. Westminster's Public Safety Communications Center is open 24 hours a day, 365 days a year and requires shift work by all employees to include holidays, nights, and weekends. The Public Safety Telecommunicator I/II/III is a professional, technical position that is responsible for answering and triaging 9-1-1 emergency and non-emergency calls and documenting critical information in the integrated computer aided dispatch (CAD) system. This critical role serves as the vital communications link between the public and emergency services. Public Safety Telecommunicators administer care by providing pre-arrival medical instructions while field responders are en route to the scene. Public Safety Telecommunicators manage emergency resources on multiple radio channels, to include police and fire personnel, and assist with incident operations. Public Safety Telecommunicators take protective actions by thoroughly interviewing callers and providing life-safety information. Public Safety Telecommunicators work in a highly specialized, safety sensitive position that requires proficiency in managing multiple internet protocol (IP) based communications and call delivery systems and manipulating a variety of computerized software systems in a fast-paced environment, with the objective of keeping all participants safe. Hiring for the Public Safety Telecommunicator position involves a lengthy process that includes an online assessment and questionnaire, phone screen, in-person panel oral board, job suitability assessment, psychological evaluation, complete background investigation, and vision, hearing, and substance screenings. It may take in excess of three months to complete the hiring process.Organizational Competencies And Cultural Values/General CompetenciesThe City's work culture encourages passionate, positive, and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment, and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service – People – Integrity – Respect – Innovation – Teamwork). This position supports the goals of the Police Department, which is: Enforcement and education of laws and the apprehension of those who seek to disrupt the quality of life within our community. The Department is responsible for enforcement of State Laws and Westminster Municipal Ordinances pertaining to criminal and traffic issues and to uphold the Constitution of the United States, the State of Colorado, and the Charter of the City of Westminster. The Department is primarily focused on public safety, maintaining peace and order, prevention of crime, and the apprehension of criminals. This position also promotes the mission and values of the City of Westminster by supporting the goals of the Fire Department, which is responsible for providing timely emergency response to fire and emergency medical calls; ensuring the safety of personnel, citizens, and visitors to the community; and educating residents and business owners on fire safety, emergency medical prevention, and emergency preparedness.Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priorityCommunicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedbackAct as an ambassador by understanding and fostering the organization's mission and visionExhibit pride in self, the department, the city, and the community; conduct self in a professional mannerDemonstrate integrity and build trust through credibility, reliability, commitment, loyalty, and ethical behaviorAddress difficult or contentious issues in a constructive mannerSupport/promote change; demonstrate flexibility, and take calculated risks when appropriateParticipate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organizationWork to continuously improve the efficiency and effectiveness of the service or product being deliveredDemonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectiveValue diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differencesGeneral Competencies CitywideEstablish effective interpersonal relationships through honest, open communication and follow-through on commitmentsRecognize personal strengths and weaknesses, and target areas for personal self-developmentDemonstrate initiative in performing job tasksExhibit problem-solving skills leading to sound judgment and quality decisionsAchieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independentlyCommunicate effectively with individuals and groups using clear and concise verbal and written communicationsDemonstrate accountability for work, and take ownership in job performanceDemonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall productJob SpecificMaintain confidentiality, display a strong work ethic, and be accountable for all duties of this jobCommunicate clearly, concisely, and effectively, both orally and in writing during routine and/or emergency situationsAnswer and triage 9-1-1 emergency and non-emergency calls via telephone, text to 9-1-1, and Teletype Device for the Deaf (TDD)Gather, analyze, and document critical information during life-or-death situations such as crimes in progress, medical emergencies, and fire/rescue incidentsUse geographic information systems (GIS) mapping software and maintain detailed geospatial knowledge of city geography, jurisdictional boundaries, and police and fire response areas including street names, businesses, schools, parks, and open spacesEstablish and maintain effective working relationships with customers, peers, supervisors, public safety personnel, and city employeesDemonstrate great attention to detail and empathy towards customer needs and concernsUse logic, critical thinking, and reasoning to reach conclusions and solve problemsWork productively both independently and as a member of a high functioning team during periods of high- and low stress activityPerform shift work, including nights, weekends, and holidaysJob Specific FunctionsEssential Job Functions, Duties, Responsibilities, and Tasks Public Safety Telecommunicator (PST) I/II/IIIAdminister care by providing pre-arrival medical instructions (EMD) and/or instructing callers through procedures such as CPR, childbirth, or controlling blood loss while emergency medical services are en routeManage communications of emergency personnel responding to incidents and assist with incident operations during events such as officer down, active shooter, violent crimes, MAYDAY calls, and critical incident responsesThoroughly and accurately document all incident activities while maintaining scene awarenessAnalyze conflicting and/or limited location information and access a variety of software and databases to direct first responders to the sceneManage challenging calls using appropriate communication and de-escalation techniques with distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callersApply crisis intervention techniques to negotiate with people in crisis to include suicidal callers or hostage takersProvide resources and assistance over the phone to victims of violent crimes, sex assaults, domestic violence, and child callersEstablish and maintain control over developing, unpredictable and volatile situations using quick, calm, and reasonable methods and decision makingInterpret automatic number and automatic location data provided by the emergency communications phone system and use advanced geospatial query and mobile location capabilities to verify accuracy and reliabilityConduct safety status checks of responders and use other available technology to ensure on-scene responders' safety

Job Description

Public Safety TelecommunicatorThe City of Westminster welcomes diverse candidates from the broadest base possible. Our goal is to find the best candidate for the job—someone who belongs, not just fits. We value life and professional experiences, recognizing equivalent combinations of knowledge, skills, and education. Aligned with our city SPIRIT values, the successful candidate will have a passion and commitment to serving a diverse population of residents and must respect and uphold the principles of justice, equity, diversity, inclusion, and belonging. We encourage you to think broadly about your background and skill set for this role, even if you believe you have a less traditional background than described we invite you to apply.Position Purpose / Important Application InformationWestminster 9-1-1 is a Public Safety Answering Point (PSAP) responsible for emergency and non-emergency call processing and priority dispatching for law enforcement, fire apparatus, emergency medical services, animal management, and other city services. Westminster's Public Safety Communications Center is open 24 hours a day, 365 days a year and requires shift work by all employees to include holidays, nights, and weekends. The Public Safety Telecommunicator I/II/III is a professional, technical position that is responsible for answering and triaging 9-1-1 emergency and non-emergency calls and documenting critical information in the integrated computer aided dispatch (CAD) system. This critical role serves as the vital communications link between the public and emergency services. Public Safety Telecommunicators administer care by providing pre-arrival medical instructions while field responders are en route to the scene. Public Safety Telecommunicators manage emergency resources on multiple radio channels, to include police and fire personnel, and assist with incident operations. Public Safety Telecommunicators take protective actions by thoroughly interviewing callers and providing life-safety information. Public Safety Telecommunicators work in a highly specialized, safety sensitive position that requires proficiency in managing multiple internet protocol (IP) based communications and call delivery systems and manipulating a variety of computerized software systems in a fast-paced environment, with the objective of keeping all participants safe. Hiring for the Public Safety Telecommunicator position involves a lengthy process that includes an online assessment and questionnaire, phone screen, in-person panel oral board, job suitability assessment, psychological evaluation, complete background investigation, and vision, hearing, and substance screenings. It may take in excess of three months to complete the hiring process.Organizational Competencies And Cultural Values/General CompetenciesThe City's work culture encourages passionate, positive, and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment, and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service – People – Integrity – Respect – Innovation – Teamwork). This position supports the goals of the Police Department, which is: Enforcement and education of laws and the apprehension of those who seek to disrupt the quality of life within our community. The Department is responsible for enforcement of State Laws and Westminster Municipal Ordinances pertaining to criminal and traffic issues and to uphold the Constitution of the United States, the State of Colorado, and the Charter of the City of Westminster. The Department is primarily focused on public safety, maintaining peace and order, prevention of crime, and the apprehension of criminals. This position also promotes the mission and values of the City of Westminster by supporting the goals of the Fire Department, which is responsible for providing timely emergency response to fire and emergency medical calls; ensuring the safety of personnel, citizens, and visitors to the community; and educating residents and business owners on fire safety, emergency medical prevention, and emergency preparedness.Demonstrate a high level of customer service; encourage others to focus on the customer; foster an environment where customer service is a priorityCommunicate with customers to ensure that, where possible, they are satisfied, and that their needs are being addressed; solicit and evaluate customer feedbackAct as an ambassador by understanding and fostering the organization's mission and visionExhibit pride in self, the department, the city, and the community; conduct self in a professional mannerDemonstrate integrity and build trust through credibility, reliability, commitment, loyalty, and ethical behaviorAddress difficult or contentious issues in a constructive mannerSupport/promote change; demonstrate flexibility, and take calculated risks when appropriateParticipate in personal growth opportunities, and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organizationWork to continuously improve the efficiency and effectiveness of the service or product being deliveredDemonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectiveValue diversity; demonstrate an awareness of differences; demonstrate sensitivity, and adapt behaviors and communication to accommodate these differencesGeneral Competencies CitywideEstablish effective interpersonal relationships through honest, open communication and follow-through on commitmentsRecognize personal strengths and weaknesses, and target areas for personal self-developmentDemonstrate initiative in performing job tasksExhibit problem-solving skills leading to sound judgment and quality decisionsAchieve goals, and handle assigned workload and new assignments effectively; demonstrate an ability to work independentlyCommunicate effectively with individuals and groups using clear and concise verbal and written communicationsDemonstrate accountability for work, and take ownership in job performanceDemonstrate concern for the accuracy and quality of work; take steps to correct mistakes and improve the overall productJob SpecificMaintain confidentiality, display a strong work ethic, and be accountable for all duties of this jobCommunicate clearly, concisely, and effectively, both orally and in writing during routine and/or emergency situationsAnswer and triage 9-1-1 emergency and non-emergency calls via telephone, text to 9-1-1, and Teletype Device for the Deaf (TDD)Gather, analyze, and document critical information during life-or-death situations such as crimes in progress, medical emergencies, and fire/rescue incidentsUse geographic information systems (GIS) mapping software and maintain detailed geospatial knowledge of city geography, jurisdictional boundaries, and police and fire response areas including street names, businesses, schools, parks, and open spacesEstablish and maintain effective working relationships with customers, peers, supervisors, public safety personnel, and city employeesDemonstrate great attention to detail and empathy towards customer needs and concernsUse logic, critical thinking, and reasoning to reach conclusions and solve problemsWork productively both independently and as a member of a high functioning team during periods of high- and low stress activityPerform shift work, including nights, weekends, and holidaysJob Specific FunctionsEssential Job Functions, Duties, Responsibilities, and Tasks Public Safety Telecommunicator (PST) I/II/IIIAdminister care by providing pre-arrival medical instructions (EMD) and/or instructing callers through procedures such as CPR, childbirth, or controlling blood loss while emergency medical services are en routeManage communications of emergency personnel responding to incidents and assist with incident operations during events such as officer down, active shooter, violent crimes, MAYDAY calls, and critical incident responsesThoroughly and accurately document all incident activities while maintaining scene awarenessAnalyze conflicting and/or limited location information and access a variety of software and databases to direct first responders to the sceneManage challenging calls using appropriate communication and de-escalation techniques with distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callersApply crisis intervention techniques to negotiate with people in crisis to include suicidal callers or hostage takersProvide resources and assistance over the phone to victims of violent crimes, sex assaults, domestic violence, and child callersEstablish and maintain control over developing, unpredictable and volatile situations using quick, calm, and reasonable methods and decision makingInterpret automatic number and automatic location data provided by the emergency communications phone system and use advanced geospatial query and mobile location capabilities to verify accuracy and reliabilityConduct safety status checks of responders and use other available technology to ensure on-scene responders' safety