Lateral Emergency Communications Dispatcher

Salary : $4,940.00 - $6,808.53 Monthly

Location : City Hall: 625 Swift Blvd - Richland, WA

Job Type: Regular Full-Time (Non-Exempt)

Job Number: 2024-00009

Department: Benton County Emergency Services

Division: SECOMM Operations General

Opening Date: 12/18/2023

Closing Date: Continuous

FLSA: Non-Exempt

Bargaining Unit: 6000

General Summary

We are looking for an experienced Emergency Communications Dispatcher to join our team as a lateral.

A career in emergency communications is exciting and rewarding. As part of the public safety team, the successful candidate will contribute to the safety and welfare of fellow emergency responders and the citizens of both Benton and Franklin counties. Please consider the information below when determining if this is a career for you.
Important qualities required:

• Ability to multitask.
• Excellent communication skills.
• Excellent hearing.
• Decision-making skills.
• Empathy - strong desire to help others.
• Listening skills.
• Organizational skills.
• Typing skills.
• Good knowledge of English language.
• Stress tolerance.
• Self-control.
• Dependability.
• Integrity.
• Adaptability. Must be able to work varied hours and rotating schedules.

Positive aspects of the job:

• Good benefits.
• Competitive wages.
• Secure future.
• Work in a team environment with close working relationships.
• Very rewarding work.
• Satisfaction in knowing you made a difference.
• Become a hero in your community.

Fixed facts of the job (some would consider these the challenges of the job):

• Training is lengthy and intensive - usually eight months.
• Regular and predictable attendance is required.
• Required to work different shifts in a 24-7, 365-day work environment.
• Limited flexibility in schedule.
• Likelihood of working many holidays - possibly delaying personal events.
• Schedule may conflict with personal functions and events.
• Required to work scheduled and unscheduled overtime.
• Must have working phone available for contact at any time.
• Required to follow dispatch center policies.
• Must be able to remain at a console workstation for extended periods.
• Work within a chain of command.
• All work is recorded.
• Work in high stress environment.
• Must maintain emotions during chaotic incidents.
• Ability to learn multiple agency response area and local geography.
• Must be able to maintain strict confidentiality of all work incidents.
• Ability to utilize multiple computer screens and keyboards while operating phone lines and radios (multitasking).
• High level of concentration and room awareness required.
• Ability to abstain from marijuana and other illegal drug use while employed with the City of Richland.

Dispatching is often compared to being an Air Traffic Controller - very stressful. Part of our training is to learn to cope with that stress and take care of ourselves.

Some types of calls we deal with (and are trained to handle) include:

• Routine calls of crimes not occurring at the time of the call.
• Call of crimes occurring during the time of the call.
• Calls from people who are intoxicated, hysterical, irrational, confused, demanding, or screaming at you, people threatening suicide, having a minor or serious medical issue, victims of violent crimes, or reporting a lost child or a lost animal.
• Use technology and interview skills to determine callers location should they be unable to provide it.

There is no way to cover everything an Emergency Communications Dispatcher does every day - every day is something new and usually exciting. We encourage you to arrange for a voluntary sit-in with a dispatcher to let you see what this job really entails.

Please view the Hiring Brochure for more information and job details.

Click to view the complete job description to include essential functions and working conditions.
Minimum Qualifications

• Three (3) years of call taking or dispatching experience in a combined 9-1-1 Communications Center.
• Criteria Based Dispatching (CBD) certification or equivalent.
• Prior work experience utilizing VESTA telephone systems and Integraph Public Safety Computer Aided Dispatch (CAD) or equivalent.
• A Central Computerized Enforcement Service System (ACCESS) I or state equivalent certification upon hire date.
• Excellent oral communication skills to include a clear and confident speaking voice with good diction.
• Demonstrated background providing excellent customer service with tact, patience, and courtesy while maintaining a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened.

Desirable Qualifications

• Knowledge of Benton County, Franklin County, and Walla Walla Fire District #5 streets, locations, and landmarks.

Supplemental Information

Final candidate(s) selected will be required to successfully complete and pass a comprehensive background/reference process to include a job suitability testing, integrity interview, fingerprinting, polygraph, psychological evaluation, and a pre-employment physical examination (including drug/alcohol screening) commensurate to the position.

Summary of City of Richland benefits for Teamsters affiliated staff (guild-represented employees):

Regular Full-Time Employee Benefits

• Excellent preferred provider plan with a substantial City-paid contribution
• Medical, Dental, Vision plan through United Employees Benefit Trust (UEBT)
• City-paid Life and Accidental Death & Dismemberment Insurance (equals two times the employee's annual salary)
• City-paid Long-Term Disability Insurance
• Participation in the State of Washington's Retirement Plan (PERS)
• Vacation Leave
• Sick Leave (8 hours per month*)
• Longevity and Bilingual pay
• 10 Paid Holidays
• 3% City-match (base pay) deferred compensation plans, includes 457 and 401(a) options (must meet eligibility requirements)
• Section 125 - Flexible Benefits Plan (Medical/Dependent Care)
• Employee Assistance Program

Regular Part-Time Employee Benefits

• Participation in the State of Washington's Retirement Plan (PERS)
• Vacation & Sick Leave (pro-rated based upon position's budgeted hours*)
• Section 125 - Flexible Benefits Plan (Medical/Dependent Care)

Vacation Accrual Rates
*Rates subject to change based upon collective bargaining agreement. For 2024 - 2025 Teamsters agreement, rates are as follows:Years of Service*Accrual Rate (hours per month)*
1st through 5th year 12.67
6th through 9th year 13.67
10th through 15th year 15.67
16th through 20th year 17.67
Over 20 years 20.67

01

Do you have a High School Diploma or GED?

• Yes
• No

02

Which best describes your years of dispatch experience?(Dispatching experience to mean dispatching in a public safety, 911 call-taking environment. If your experience is outside of 911 call taking, please apply for our position.)

• I have some experience dispatching, but not in a 911 call-taking environment.
• I have some experience, but less than three years.
• I have at least three years, but less than five years of experience.
• I have at least five years, but less than ten years of experience.
• I have ten or more years of experience.

03

Which best describes your experience in a fast-paced and multi-tasked public contact environment or a public safety communications environment?

• I have no experience.
• I have been exposed through association with others.
• I have volunteered in one or more of the fields.
• I have worked successfully in one or more of the fields.

04

Which best describes your keyboarding skills (ability to type at least 35 wpm with accuracy)?

• No, I cannot type at least 35 wpm with accuracy.
• Yes, I can type at least 35 wpm with accuracy and I understand I will be tested to prove this ability.

05

Which best describes your knowledge of Benton and Franklin County streets, locations and landmarks?

• I have no experience.
• Some knowledge (I can find my way around fairly easily).
• Good knowledge (familiar with the main roads and highways).
• Excellent knowledge (born and raised here or lived in the area for a long time).
• Expert knowledge (I have been in the capacity of creating, mapping, and/or daily study of maps of the region).

06

Which best describes your experience working shift work (i.e. swing shift, graveyard shift, weekends and holidays, and rotating schedules).

• No experience.
• Experience working outside of normal business hours (i.e. Monday-Friday; 8am to 5pm).
• Experience working evenings and weekends.
• Experience working after midnight.
• Experience working evenings, weekends, and after midnight.

07

Are you available and willing to work 12 hour rotating shifts which includes day shift and night shift including mandatory weekends and holidays?

• Yes
• No

08

Which best describes the type of dispatching you have experience with?

• Experience with call taking, but not in a 9-1-1 capacity.
• Experience with 9-1-1 call taking
• Experience with 9-1-1 call taking and law enforcement dispatching
• Experience with 9-1-1 call taking and Fire/EMS dispatching.
• Experience with 9-1-1 call taking, law enforcement and Fire/EMS dispatching.

09

Are you available and willing to work overtime and be on call for up to 12 hours a shift?

• Yes
• No

10

Is your dispatching experience in Washington State or another state?

• Washington State
• Other

11

If selected for this position you will be required to complete a comprehensive background check to include an integrity interview, reference checks, criminal history check, driving record, etc. In addition, you could be required to go through a polygraph, fingerprinting, psychological and pre-employment physical exam, including drug/alcohol testing. Are you willing and able to go through this process, if selected?

• Yes
• No
• Maybe

12

I have reviewed the Hiring Standards, to include temporary or permanent disqualifiers, and I fall within the acceptable guidelines.

• Yes
• No

Required Question