Emergency Communications Officer

JOB CODE: 1942

PAY GRADE: 1181

SALARY RANGE: $54,183 - $89,304

LOCATION OF WORK
Emergency Medical Services

GENERAL DESCRIPTION
Under the supervision of the Emergency Communications Shift Supervisor or Emergency Communications Assistant Shift Supervisor, performs highly responsible communications work in the operation of all telecommunications equipment and emergency medical dispatch systems in the 9-1-1 Emergency Communications Center. Work involves the operation of a Computer-Aided Dispatch (CAD) system and related call taking, mapping, radio, telephone, and protocol software systems. Work includes receiving and processing emergency and non-emergency requests for service; using approved emergency medical dispatch protocols to interrogate callers, prioritize incidents, provide pre-arrival and post-dispatch instructions, and dispatch the appropriate EMS and related public safety resources. Incumbents are responsible for answering telephone calls from the public, obtaining and documenting accurate caller, patient, scene, and location information, determining the nature and priority of the incident, monitoring unit status and system coverage, evaluating the need for emergency service assistance, accurately and quickly dispatching the appropriate emergency service personnel, and performing related record-keeping tasks. Work also involves coordinating communications with field personnel, hospitals, fire, law enforcement, other public safety agencies, and mutual aid partners as required. Incumbents exercise independent judgment in accordance with established departmental rules, regulations, approved medical dispatch protocols, and department standard operating procedures. Incumbents must be able to work rotating shifts, nights, weekends, holidays, overtime, emergency recall, and disaster operations as required by the department. Work is reviewed through reports, conferences, and personal observations of goals and objectives obtained, including quality assurance review of call processing and protocol compliance. Performs other work as requested.

ESSENTIAL WORK TASKS
Monitors, receives calls, and broadcasts on multiple radio frequencies; receives requests for emergency services by telephone or radio; determines the nature of required assistance, location, and other pertinent information; dispatches required units according to standard operating procedures, uses approved emergency medical dispatch protocols to question callers, assigns the appropriate response priority, and provides pre-arrival and post-dispatch instructions. Operates audio telecommunications and computer equipment with a high degree of accuracy; maintains applicable logs and forms, enters, updates, and retrieves information from CAD, 9-1-1 telephony, mapping, radio, and protocol software systems. Relays information as required to hospitals, emergency vehicles, and members of relevant agencies; monitors unit locations, move-ups, and coverage needs to support system status management and continuity of service delivery. Uses maps, cross reference books, phone books, Internet, Metronet, and other available resources to locate street addresses and/or other information. Reports equipment, hardware, and software malfunctions to the supervisor. Prepares, types, and files reports pertaining to the 9-1-1 Emergency Communication Center as necessary; maintains accurate call documentation, timestamps, notifications, and related records required for operational, legal, billing, quality improvement, and accreditation purposes. Provides telephone Cardiopulmonary Resuscitation (CPR), bleeding control, childbirth, airway, caller safety, and caller-in-crisis instructions as authorized by approved protocols and departmental policy. Supports major incidents, severe weather events, mass casualty incidents, special events, and disaster operations by prioritizing calls, coordinating resources, and maintaining effective communications under rapidly changing conditions. Maintains the confidentiality of patient, caller, criminal justice, and operational information accessed through departmental systems and communications

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of emergency first aid practices, procedures, policies, and the principles of emergency medical dispatch, telephone CPR, and protocol-based pre-arrival instructions. Knowledge of the roads, street system, and geography of the City-Parish and adjacent areas, including hospitals, public safety facilities, response zones, and common landmarks. Knowledge of rules, regulations, local traffic conditions, and patterns in order to select the closest, most appropriate emergency vehicles to respond. Skill in the operation of modern communication systems, computers, radios, telephones, headsets, mapping, and protocol software systems, including CAD and related dispatch equipment. Ability to multi-task by actively listening and typing in a fast-paced, high-pressure environment. Ability to operate a two-way radio, telephone, and related communications equipment quickly and accurately at all times. Ability to explain emergency first aid procedures calmly and clearly, and provide structured pre-arrival and post-dispatch instructions using approved emergency medical dispatch protocols. Ability to speak clearly and concisely in a well-modulated voice and to use good diction. Ability to understand and follow oral and written instructions. Ability to think and act quickly, calmly, and respond appropriately in emergency situations involving multiple priorities, incomplete information, and distressed callers. Ability to maintain required records and perform typewriting. Ability to establish and maintain effective working relationships with others. Ability to obtain complete and accurate information from the public while they are in a distressed or confused state. Ability to remain calm in crisis situations. Ability to maintain confidentiality and appropriately handle sensitive patient, caller, and public safety information. Ability to coordinate communications among multiple units and agencies while maintaining situational awareness and service continuity. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS