Telecommunicator

CITY OF YAKIMA   Yakima, WA   Full-time     Call Center / Customer Service
Posted on November 17, 2021
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Job Title: Telecommunicator
Closing Date/Time: Wed. 12/01/21 1:00 PM Pacific Time
Salary: $23.70 - $31.74 Hourly
$4,108.00 - $5,501.60 Monthly
Job Type: Full-time
Location: Suncomm, 2403 S 18th St, Union Gap, WA 98903, Washington
 

 

 
 
**** REQUIRED:  A 5 MINUTE TYPING TEST WITH VERIFICATION
OF 30 WPM NET TYPING SPEED WITHOUT ERROR (results must include your name, the date, net words per minute, and the length of time) MUST BE SUBMITTED WITH APPLICATION TO BE CONSIDERED.
(Must be within the past 90 days )****
APPLICATIONS WITHOUT TYPING VERIFICATION ATTACHED WILL NOT BE REVIEWED
 
 
For your information, there are free keyboarding/typing skill tests available on-line.  One of these sites has a field where you are able to enter your name, take the test, then print the certificate with your test results ( http://www.freetypinggame.net/free-typing-certificate.asp )   There are multiple web sites that offer free tests, just ensure that the results include your name, the date, net words per minute, and the length of time.  All elements must be included with your submission. 
 
 This position requires individuals to work 12 HOUR SHIFTS with a rotating schedule of 2 months on days and 2 months on nights.   Weekends and holidays are required as scheduled.  

Candidates MUST PASS a detailed and thorough background and drug screening/history INCLUDING A POLYGRAPH HEARING EXAM AND PSYCHOLOGICAL EXAM to be considered for either position. 
This position requires a commitment of several years and is not simply an entry
level position for police or fire. It demands maximum schedule flexibility, and a long term commitment. 

MINIMUM CLASS REQUIREMENTS:
Currently employed as a Telecommunicator I with Yakima Public Safety Communications Center (SunComm)
 
OR meet the following minimum class requirements:
 
  • High school diploma or GED. 
  • One (1) year work experience in a fast-paced and multi-tasked public contact environment (e.g. bank teller, waiter) or a public safety communications environment. 
  • Must have computer and telephone work experience.
  • Able to accurately type at a sustained minimum of 30 words per minute.
 
Experience in a public safety communications or dispatch facility is preferred.
 
Must successfully pass presuitability testing, comprehensive background check (assessing applicant's aptitude, character, judgment, credit, driving record and criminal history), polygraph, hearing exam and psychological evaluation.  

LICENSE, REGISTRATIONS AND/OR CERTIFICATES:  Obtain and maintain Telecommunicator I and II training;  ACCESS  (Retrieve and Delete Criminal Information Training) training, Emergency Medical Dispatch (EMD) training, and First Aid/CPR/AED certification within one year of employment. within one (1) year of employment.
 Job Summary:
Under general supervision receives emergency and non-emergency  requests for fire, emergency medical and law enforcement assistance via multiple communications systems.  Evaluates the information provided to determine the appropriate jurisdiction, equipment and personnel to be dispatched.  Operates a variety of electronic equipment to successfully dispatch the appropriate emergency response.  Performs related work as required.
 Essential Functions:
The following duties are illustrative only and not all encompassing.  Other related duties may be required as a function of this position.
 
ESSENTIAL FUNCTIONS: Receives, transmits and records requests for emergency and non-emergency responses via Enhanced 9-1-1 (E9-1-1) telephone, text messages and TDD (Telecommunication Device for the Deaf), non-emergency telephone, radio, alarm and Computer Aided Dispatch (CAD) systems. Uses maps, addresses and other pertinent information to dispatch the appropriate jurisdiction, equipment and personnel.
 
Receives incoming emergency and non-emergency E9-1-1 calls; determines the location, nature of the situation and/or medical condition of persons involved; evaluates and prioritizes need; and when necessary transfers to appropriate response agency.  
 
Receives, screens and answers a variety of inquiries by telephone or text and provides information on the purpose and functions of emergency services.  Provides information and/or emergency medical dispatch (EMD) instruction under stressful conditions, calmly, clearly and distinctly, until situation is resolved and/or emergency assistance has arrived.  
 
Accurately and comprehensively enters and retrieves information into computer aided dispatch (CAD) system or other data storage and record keeping system. 
 
Monitors and transmits on a variety of radio channels.   Assists in testing radio frequencies, periodically makes routine announcements and relays information via radio and/or paging systems.
 
Monitors and maintains the position and status of the units in the field.  Directs the movement of units to other response areas, fire stations and/or jurisdictions so that adequate coverage is provided to all areas during day-to-day and major emergency operations.
 
May maintain the Master Street Address Guide (MSAG) and related data; obtains, verifies and reports new addresses, street additions and other information to facilitate enhanced 9-1-1 call origination information.  
 
Operates a variety of equipment including but not limited to:  E9-1-1 telephone system, radio console, CAD system, computer terminals, TDD, alarm systems, recording devices, security devices and other related equipment.
 
Monitors alarm receiving equipment and processes the information received, taking the appropriate actions; dispatch of emergency units or notifying responsible parties of malfunction or equipment out of service. Informs supervisors of situations that require their attention and notifies the appropriate personnel for repair and testing of the communication center equipment.
 
Performs a variety of center functions; maintains operational and confidential department records and files; composes routine or recurring correspondence; assists the operation by performing routine administrative details; relays information using appropriate communications systems.  
 
Operates E9-1-1 telephone system, CAD system, TDD, Fax machine, computer terminal, copy machine, printers, recorders and other equipment as required.  May update and clear data regarding warrants, court orders, vehicles and stolen articles.  Shall be required to operate the ACCESS computer interface with requests for warrants, license checks, etc.
 
Receives National Warning System information and disseminates appropriate tests and warnings of County, State and National emergencies to various other agencies according to State and Federal regulations.
 
Supports EMD quality assurance and control requirement tasks.  .
 
Under direction of a supervisor or SunComm management may process requests for confidential information in accordance with state and federal disclosure laws; makes recording of incidents from the Center's recording equipment in support of public disclosure requests, incident follow-up investigations or court ordered requirements. May provide information regarding emergency call history by address and/or phone number to law enforcement or other entitled agencies.  
 
Maintains records of construction, repairs and changes in availability of streets, hydrants and sprinkler systems for notifications to the Public Safety departments.
 
Maintains awareness of and complies with Division, Departmental and City policies, procedures and directives.
 
Assists in maintaining the cleanliness of the communications center and updates the Center's reference materials.
 
May participate in public education events.  
 
May be required to appear in court when subpoenaed.
 
Position requires rotating shift work including day, swing or night and work all days of the week including weekends and holidays; and overtime as needed.
 
Mentors and provides guidance, training or assistance to new employees as needed. Contributes to the effectiveness of SunComm and the City by demonstrating an attitude that encourages cooperation, coordination of efforts, efficient use of resources, and exceptional customer service. Provides continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively to provide quality service. Develops innovative programs and projects and proactively introduces change to address emerging issues and opportunities. 
 
Requires regular and reliable attendance.
 
Performs other related duties as assigned.

 

 Major Worker Characteristics:

Knowledge of emergency services operations and emergency service providers in Yakima County.  Knowledge of applicable laws, rules, regulations, policies and procedures. Have a working knowledge of the type and uses of the emergency equipment dispatched by the Center.  
 
Knowledge of: modern office practices, procedures and techniques. Strong knowledge of related City, department and division functions, terminology and current activities; time management, planning and organizational practices, municipal records retention procedures, processes and techniques.  Demonstrates knowledge and sound judgement with regard to public disclosure, and confidentiality standards. Knowledge of and adherence to a high standard of personal and professional ethics.
 
Knowledge of techniques and strategies for dissemination of complex and/or technical written and verbal information to a wide range of individuals, including but not limited to coworkers, emergency personnel, government officials, and members of the public.
 
Strong working knowledge of: computer operations, databases and industry applications including but not limited to CAD system; Microsoft Office Suite, and office equipment. Knowledge of basic arithmetic. Ability to use a variety of computer software systems/applications proficiently.  
 
Must have the ability to interpret maps and to learn the roads, streets and major geographic features of the Communications Center's operational area.  Ability to: receive, comprehend and rapidly relay accurate information; control telephone conversations to obtain accurate information; listen attentively and question for necessary information, provide correct, understandable instructions; perform duties during periods of extreme stress and time limitations; and, learn and apply information, laws, codes, guidelines, directives, policies and procedures related to the job.  
 
 
 
Ability to: collect, review and organize information quickly and logically; think clearly and make quick and accurate judgements, decisions and recommendations.  Must be able to efficiently and effectively enter information into a CAD systems and computer programs with speed and accuracy, to speak English clearly at sustained rapid rates in order to transmit information and locations to responding units during emergency situations. Ability to operate standard office equipment including but not limited to: computer with touch keyboarding, fax machine, copy machine, telephone etc. Ability to perform and understand basic mathematical computations.  
 
Must be able to communicate clearly, concisely and effectively, with employees, members of the public representing diverse educational levels and backgrounds, and with individuals at all levels of government and/or  public safety, utilizing well developed communication skills, both written and oral, with appropriate use of business English, and plain English, including but not limited to correct grammar, vocabulary, letter composition, editing, spelling, and punctuation. Ability to compose correspondence; produce and maintain accurate and timely records and reports. Must routinely and regularly maintain a high degree of confidentiality and discretion through all forms of communication.
 
Ability to establish, facilitate, and maintain effective working relationships with other employees, the public, community organizations, public safety entities and government agencies; to consistently and continually demonstrate tact, diplomacy, and respect to individuals, groups and organizations representing a wide diversity of ethnicities, cultures, opinions, and beliefs.
 
Ability to work independently in isolated environment with self-direction and minimal direction or oversight for long periods of time; maintain sustained attention to detail and work under timeline pressures; prioritize and assign workloads; manage multiple tasks with competing deadlines. Excellent analytical and organizational skills are essential. Must possess ability to quickly adapt to changing priorities and demands. Ability to effectively deal with own and others' daily stress situations, and to respond promptly, calmly and effectively to emergency situations.
 
Must be able to work rotating shifts including day, swing or night and work all days of the week including weekends and holidays; and overtime as needed.


PHYSICAL DEMANDS:   Work is performed in an office environment while sitting at a desk or computer terminal for extended periods of time or while standing for a period of time. Occasionally needs to move inside the office to access file cabinets, office machinery, etc. Occasional walking, ascending/descending stairs while maintaining balance. Occasional stooping/bending/kneeling while performing duties. Constant use of both hands with repetitive motions in reaching, handling, grasping, keyboarding, and other fine skills manipulation, while performing duties and operating computers.   Constant use of all senses including feeling/talking/hearing/listening/seeing/observing while performing duties and communicating with co-workers, general public and completing all assigned tasks.    Must have the ability to hear, with or without a hearing aids, and speak well enough to converse on the telephone. Vision abilities required for this job include close vision and the ability to adjust focus; have the ability to see, with or without corrective lenses well enough to read standard text and text displayed on a video display terminal.  Must be able to distinguish color and maintain long-term and short-term memory. May require constant focus on a computer screen for 2  or more hours at a time.  The employee may be required to push, pull, lift and/or occasionally carry up to 25 pounds; Must have the tolerance and temperment to work effectively under pressure and in emergency situations.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

UNUSUAL WORKING CONDITIONS:  Will have frequent contact with angry, irate, panicked, emotionally disturbed and/or upset customers. May be subjected to offensive or abusive language from public. Subject to mental and physical stress due to the nature and urgency of the emergency services provided. Work is performed indoors and includes long periods in a seated position in a secured location with specialized low-light system. . There is limited opportunity for physical movement; rest and/or meal periods are dependent on workload. May be required to work  extended hours outside the normal work schedule. Shift work includes evenings, nights, weekends, holidays and overtime as needed.   Must wear a department uniform.


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SCREENING FORM FOR PUBLIC SAFETY TELECOMMUNICATOR I APPLICANTS 

YOU CANNOT BE A YAKIMA TELECOMMUNICATOR IF:
  1. You will not be 18 years old at the time of exam.
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YOU ARE NOT LIKELY TO BE HIRED AS A TELECOMMUNICATOR IF: 
  1. Your traffic history shows a continuing and/or recent pattern of poor decision making.
  2. You have been convicted of any felony charges -- traffic or criminal.
  3. Your financial affairs or personal life shows a history of poor judgment and refusal to confront problems. (Example: Nonpayment of child support, ignoring overdue bills, etc.)
  4. You have recently or are currently misrepresenting yourself or ignoring any laws. (Example: Not paying taxes, using a false address for school tuition purposes, etc.)
  5. You have a pattern of involvement with illegal drugs.
  6. Your work history shows a pattern of unexcused absences, discipline, or discharge.
  7. People who know you have doubts about your honesty, integrity, or character.
  8. You have been involved in significant misdemeanor activity.
  9. You have been convicted of D.U.I. within the past five years or have two or more D.U.I. convictions. A diversion or similar action (First Degree Negligent Driving) is the same as a conviction.
  10. You have possessed any illegal drug in the past year.
  11. You have ever manufactured, sold, offered to sell, distributed, or transported for sale any illegal drugs/narcotics.
  12. You have been convicted of any crime involving false swearing.
  13. You have been dishonorably discharged from the armed services.
  14. You do not successfully pass a Department polygraph or you cannot be certified medically by Department physicians.
  15. You have been convicted of a domestic violence related crime, which precludes you from possessing a firearm.
  16. You falsify any information on your application or within any other component of the hiring and screening process.

Applicants are also cautioned that government clearances or success in other police agency selection processes are no guarantee of success in our process.
This list is not all inclusive and is intended only as a general guideline.


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DRUG USAGE - MINIMAL GUIDELINES

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The City of Yakima uses the following minimum guidelines for disqualification of Public Safety applicants. Exceptions can be made on a case by case basis if appropriate. Please Note: Additional screening and through background checks including polygraph and psychological exams are administered to successful candidates prior to hire.
 
ANY USE OF ILLEGAL DRUGS FALLING UNDER THE FOLLOWING CATEGORIES 
  1. Any illegal drug use within the last year. 
  2. Use of Marijuana within the last year
  3. Injection of amphetamines/methamphetamine. 
  4. Use of opiates/narcotics (heroin, morphine, etc.) or abuse of prescribed opiate/narcotics. 
  5. Use of cocaine over five times regardless of time frame. Any injection of cocaine
  6.  Participating in the manufacture, selling, offering to sell, distribution or transporting for sale any illegal drugs/narcotics, regardless of the time frame. 
  7. Use of any illegal drugs after submitting an application with any law enforcement agency within the last five years.
  8. Use of non-prescribed oral or injectable steroids over five sequences/cycles within the last two years.
  9. Use of illegal drugs while employed by a law enforcement agency    regardless of the time frame.
  10. Use of Marijuana/Hashish over 15 times 
 
ANY USE OF THE FOLLOWING ILLEGAL DRUGS WITHIN THE PAST TEN YEARS 
Use of hallucinogenic drugs (mushrooms, LSD, PCP, etc)

  
ANY USE OF THE FOLLOWING ILLEGAL DRUGS WITHIN THE PAST FIVE YEARS UNDER
 
  1. Use of amphetamines/methamphetamine over five times
  2. Swallowing/sniffing/smoking illegal amphetamines or methamphetamine one time.
  3. Use of crack cocaine one time.
  4. Use of free-based cocaine/paste one time.