Valley Emergency Communications Center is now accepting applications for  Public Safety Communications Officer.

VALLEY EMERGENCY COMMUNICATIONS CENTER JOB DESCRIPTION

TITLE: PUBLIC SAFETY COMMUNICATION OFFICER

EFFECTIVE DATE: July 2010

REPORTS TO: Training Coordinator and/or Shift Supervisor

APPROVAL AUTHORITY: Director

CAREER PROGRESSION TO: Public Safety Communication Officer I

GRADE: 1 STEP RANGE: $11.82 to $12.82

FLSA: Non Exempt

PROBATIONARY PERIOD: 12 Months

EEO DESIGNATION: Administrative

SUMMARY/GENERAL DESCRIPTION OF POSITION:

Under general supervision of the Training Coordinator and/or Shift Supervisor, employee will learn and become competent to receive and process non-emergency and emergency calls for police, fire, medical responders and other public service departments via telephone and other communication devices.

ESSENTIAL DUTIES & JOB FUNCTIONS:

1. Receive requests for police, fire and medical service by phone and answer routine 9-1-1 emergency and non-emergency calls. This position is responsible for obtaining and gathering data concerning the authenticity, nature, and location of the incident and caller’s identity; based on established operating procedures. Relays all information to appropriate agencies.
2. Evaluates speech and emotional state of caller. Takes action necessary to calm caller, provides instructions, assistance, and provide services as required by the circumstances.
3. Operates computer terminal to transmit or receive police record information.
4. Ability to take information from multiple sources regarding an ongoing situation and produce an accurate narrative with key elements and facts.
5. Ability to listen and/or give instructions while quickly and accurately entering information using a keyboard and other center systems.
6. Ability to remember and accurately transcribe spoken information including names, addresses, sequences of letters and numbers, descriptions and directions.
7. Relays medical and other instructions to callers according to established protocols.
8. Maintains appropriate records and prepares reports of activities occurring during shift.
9. Communicates with the public, user agencies and outside agencies in a courteous manner and processes information efficiently.
10. Able and willing to work on any shift, any day of the year including holidays, and to work overtime as necessitated by events of the day or for anticipated heavy service load events/shifts.
11. Demonstrates an ability to effectively listen, speak and write and interact within a diverse workgroup, with emergency personnel and the public.
12. Demonstrates ability to maintain a professional demeanor in complex or difficult situations and ability to produce clear, written correspondence.
13. Cultivate and maintain a climate that is free of harassment, intimidation, and disrespect.
14. Perform other duties as required or assigned.

WORKING CONDITIONS:

Work schedule requires overtime, nights, evenings, weekends, and/or holidays. Work is confined to an immediate work area that requires continuous staffing. Sit for long periods, using telephones and computers. Time is spent at computer display terminals viewing monitors. Work involves sensitive telephone contact with the members of the public, who may be hostile, emotional, unstable, or physically or mentally distraught. This position requires the ability to deal with times of high stress due to medical and other emergencies. Light physical effort required. Regularly required to sit or stand, bend and move about the facility.

JOB REQUIREMENTS (Education, Experience, Professional Affiliations)

Mandatory:

1. High school diploma or G.E.D. and 18 years of age.
2. Typing speed of 40 net WPM.
3. Excellent writing skills, including spelling and grammar, and concise paraphrasing skills.
4. Must obtain EMD/CPR certification within three months of employment.
5. Must obtain BCI certification and an active login within six months of employment.
6. Must obtain NIMS 100, 200 and 700 certifications within twelve (12) months of employment.
7. Must be able to obtain and maintain POST certification.
8. Ability to speak in clear and concise English. Able to understand, follow and recall complex verbal and written instructions and information.
9. Ability to learn to operate a variety of radio, computer, telephone and other communication devices.
10. Ability to think clearly and critically and act quickly in emergency or stressful situations.
11. Able and willing to maintain a calm, courteous, professional manner while providing good customer service along with demonstrating strong interpersonal skills.
12. Able and willing to establish and maintain effective working relations with co-workers, supervisors, fire fighters, police officers, personnel from other agencies and the public.
13. Successful completion of drug screen, background check, hearing test and eye screening.
14. Must have and maintain an acceptable level of hearing correctable to a minimum of 20 decibels in both ears.
15. Must be able to work requested and/or required shifts and/or overtime.
16. Able and willing to complete at least twenty-four (24) hours of continuing education and/or recurrent training and all mandated training required per management directives annually and to maintain required certifications.

Communications Officer

Last year the Association of Public Safety Communications Officials (APCO) represented by Terry Shaw (VECC Employee), Gigi Smith (VECC Employee), and Deborah Mecham (Utah Valley Dispatch Special Service District) presented a proposal to the Utah 911 Committee to fund a 911 education campaign.  The 911 Committee acted on their suggestion and contracted with the advertising firm of Penna, Powers, Brian, and Haynes to produce the campaign.  The campaign consists on TV and radio spots, billboards, a web site and other media.  You have probably seen the TV spots and the billboards.  The 911 Committee was informed last week that that 911 Education Campaign and each of the TV spots received Telly Awards.  Telly Awards are to advertising as the Emmies are to television.  In an international completion with over 13000 entries, the Utah 911 Education Campaign won the awards.

One of the Telly Awards is on temporary display in our display case.  Even though the award was given to Penna, Powers, Brian, and Haynes for a Utah Department of Public Safety (911 Committee) campaign, it was made possible because Gigi and Terry recognized a need and took action on it.  Thanks to Terry and Gigi.

As part of National Public Safety Telecommunications Week, VECC would like to recognize some of the outstanding employees whose dedication and outstanding efforts make the 9-1-1 system work each and every day. We would like to feature some of the people who help our communities by saving lives and protecting property. In addition we would like to help the public gain an increased understanding and appreciation of 9-1-1 – a service most people take for granted.

Bailee Vawdry

9-1-1  Call Taker

What does 9-1-1 mean to you?

EMERGENCY

Why did you choose a career in public safety?

Interesting career

What do you like best about your job?

Being able to help and feel as though I am making a difference

Is there a particular event or call that you are particularly proud of?

An avalanche call I took

If you could convey one message to the public, what would it be?

Call 911 for emergencies only, otherwise call 411.

How long have you worked for 9-1-1/Dispatch?

1 yr 10 mo

Alicia Wassmer

Police Dispatcher

What does 9-1-1 mean to you?

9-1-1 is the dot that connects a group of people needing assistance, to those who have the resources to help.

Why did you choose a career in public safety?

I followed in the footsteps of my mother who was a dispatcher for years with UHP.  In 1997 we went to SSL together, and then later merged with VECC.  Dispatching is something that has always come naturally to me, and I’ve enjoyed the people I’ve met over the years both within the dispatch ranks and on the other side of the radio.  They’re an extended family of sorts.

What do you like best about your job?

My favorite part of dispatching is working police dispatch.  Especially on West Valley as I’m most familiar with the channel and feel most capable of doing the job required.

Is there a particular event or call that you are particularly proud of?

Years ago, an officer at SSL was off duty working a part time shift.  He was involved in an altercation with a group of people.  He only had time to key up for a second, and when he did, I heard a blip of his voice that let me know there was a problem.  Back then, I knew SSL so well that I knew most of the officers part time schedules as well.  I dispatched units to his location where they found him on the ground being assaulted as they arrived.  I feel this is the only time I’ve ever made a significance difference as a dispatcher.  The only reason I was able to make that difference, is because I knew the city and voices so well, that there was no question in my mind, even though I didn’t have an address, officer unit number, or any details.

If you could convey one message to the public, what would it be?

I’d like to convey to the public my appreciation that for the most part, people are cooperative, and want to assist with the call process.  Also, especially with cell phone being a large portion of the calls we receive, it’s more important than ever for people to know their address.

How long have you worked for 9-1-1/Dispatch?

I’ve been dispatching since June of 1997.

Nick Brown

Dispatch Supervisor

What does 9-1-1 mean to you?

The first line of protection for citizens.  We provide life saving instruction and obtain information that will help ensure the safety of responding units and the general public.

Why did you choose a career in public safety?

Ever since I was a child I felt that there are good and bad people in this world.  I also wanted to be on the good side and fight for those who can’t defend themselves.

What do you like best about your job?

The feeling that I’m doing my part to ensure the best possible service to the citizens who utilize our services.

Is there a particular event or call that you are particularly proud of?

No.  I’m proud every time I’m part of a call that leads to a life saved or a criminal arrested.

If you could convey one message to the public, what would it be?

Think twice before calling 9-1-1 for  non-emergencies, a simple action of being too lazy to find a non emergency number can inherently harm some one experiencing a true emergency.  And by the way the non emergency number is 801-840-4000

Jonathan Fitisemanu

9-1-1 Call Taker

What does 9-1-1 mean to you?

A group of people dedicated to keeping the public safe and providing immediate emergency assistance without recognition or public reward.

Why did you choose a career in public safety?

I love helping people. I enjoy being a part of something bigger than myself.

What do you like best about your job?

The people I work with is the best part of my job. All people of like minded interests working towards the same cause.

Is there a particular event or call that you are particularly proud of?

West Jordan home invasion case. 3 suspects broke into a house and my female caller was hiding in a closet.  When police arrived the 3 suspects hid, 1 hiding in the same closet as my caller, standing shoulder to shoulder with her until police came in and she ran out yelling to the police that the 3rd suspect was hiding right next to her. I was on local and national television for the incident, but I was just doing my job.

If you could convey one message to the public, what would it be?

Know the address to where the emergency is and answer all the dispatchers questions immediately. The quicker we can get our questions answered, the quicker we can get help to you.

How long have you worked for 9-1-1/Dispatch?

I have worked at VECC for 3 years and 6 months.

Rachael Draper

Fire Dispatcher

What does 9-1-1 mean to you?

Literally….life threatening emergencies.  I would never call it for anything other than that.  I am obviously more educated about it now that I have worked here for several years, but I never realized how uneducated and ignorant the public is to this question.

Why did you choose a career in public safety?

I have always wanted to help people.  I truly hoped that I could make a difference and help to save lives.

What do you like best about your job?

My friends at work that get me through day to day.  And…I really enjoy hearing a sincere thank you on the other end of the line, knowing that the caller genuinely appreciated the help that we provided on possibly the worst day of their lives. A simple thank you makes me smile and realize that it is all worth it.

Is there a particular event or call that you are particularly proud of?

There have been many times that I remember being proud of what I do here, especailly when you hear that heartfelt thank you.  But, the first time that I heard “my baby isn’t breathing” is probably what sticks in my mind the most.  We went from the baby being blue in color to breathing when medics arrived.  That was a good day.

If you could convey one message to the public, what would it be?

Please use discernment when calling 911.  Only call when it is a matter of life, death or fire.  Do not waste resourses that someone else could have used for a true emergency.  (Honestly, if I could I would sit people down and make them listen to me, educate them and help them to understand).

How long have you worked for 9-1-1/Dispatch?

6 years

Lin Shaffer

Fire Dispatcher/IT Staff

What does 9-1-1 mean to you?

Emergency response system with trained responsible personnel available 24/7

Why did you choose a career in public safety?

Found it to be a career that I seemed to excel in at a young age

What do you like best about your job?

Teamwork in my department and working with our outside agencies

Is there a particular event or call that you are particularly proud of?

Not really .. they all seem like just part of the job

If you could convey one message to the public, what would it be?

Use 911 in a way that it was designed .. for emergency needs and case related issues

How long have you worked for 9-1-1/Dispatch?

16 1/2 yrs Utah .. 8 1/2 yrs in Calif

Leslie Devey

Dispatch Supervisor

What does 9-1-1 mean to you?

9-1-1 is so much more than a “job at a call center.” It is an integral role and a responsibility to help the citizens, officers, firefighters and the communities we serve. We listen to terrible, tragic, and yes even mundane events every day- all day; the calls just keep coming, we never close, we never take a holiday, we are staffed 24-7. We put up with short-tempered, angry and even complacent callers, officers and firefighters, all in the hope that we can and will make a difference in whatever role we are assigned to. It’s not easy; it’s an emotional roller coaster, which each day we strap ourselves into the seat, and willingly hold on and enjoy the ride somehow, someway truly enjoying what we did that day to make a difference in someone’s life.

Why did you choose a career in public safety?

I am not sure that I chose a career in public safety; it seems to have chosen me. I was in a personal family situation that required I earn more, have insurance and benefits so my husband could return to school full time at age 40. So, one night while reading the paper, I came across the ad for employment at VECC. I realized I met the requirements and thought why not? Long story-short, seven years later I am still here riding the roller coaster.

I have no background in police or fire, I did have a strong customer service background and I have enjoyed learning about public safety. I have taken many opportunities to learn more about this industry and have tried to become a more knowledgeable employee.

What do you like best about your job?

I enjoy the variety of calls we receive, even though they are similar, each caller has a unique and interesting situation. I guess you could say-never a dull moment, just waiting for the next big event and shot of adrenaline to happen.

I also enjoy my co-workers, we have a very diverse group that seems to pull together in a way that I have never experienced in any other employment opportunities I have had. We genuinely care about one other and pull together when things go bad, I have seen employees dip into their pockets with money contributions and donate coveted vacation time out of their personal banks to help out co-workers when they have experienced hard ships such as a house fire, the death of a child, a serious life-threatening illness, cancer patients and hard times such as not being able to provide a Christmas for their family.

Is there a particular event or call that you are particularly proud of?

I would like to believe that I have made a difference in the outcome of some really horrible calls however we generally do not get the “rest of the story.” I like to make believe that all went well and that I made a difference someway.

I have been a part of many big events where the teamwork has been exemplary. Just this year on New Year’s Eve, when our center experienced a high volume of calls and priority incidents, I was truly amazed at the work ethic and professionalism showed by all those on shift working that evening. I was proud to be a member of the team.

If you could convey one message to the public, what would it be?

We are here to serve you in a prompt, courteous and professional manner. When a citizen calls for service generally they are not having their best day. The calls are emotionally charged and it is our duty to listen, act promptly, be courteous and send the proper response to the correct location. We may ask the caller a lot of questions but the questions are designed to help responders. “Help us, help you”, by staying on the line, and answering our questions.

How long have you worked for 9-1-1/Dispatch?

My seven year anniversary is May 24. I worked for a call taker for 1 year and then moved to police dispatch. I was recently promoted to a floor supervisor.

West Valley City, Utah – Everyone knows that 9-1-1 is a universal number that should be called in the event of an emergency…or do they? 9-1-1 Centers all over the United States have encountered hurdles when educating the public when it comes to the 9-1-1 and its uses.   That’s why Valley Emergency Communications Center (VECC) is urging all educational organizations, parents, and caregivers to assist with the “9-1-1 Education Challenge” during the month of April as part of National 9-1-1 Education Month. Our goal will be to educate as many people on 9-1-1, its uses, its challenges, and the future capabilities during the month.

“With all the advances in technology, 9-1-1 has become much more complex. What started out as a simple concept has grown into an amazing infrastructure that needs crucial attention.”

In 2009, VECC  received approximately 653,522 for emergencies.

Children and adults should have a good understanding of 9-1-1 and how it works in their area. VECC Executive Director William Harry said that although 9-1-1 is available throughout the state, there are many different levels of sophistication within the equipment and resources available at each 9-1-1 answering point.

Some general guidelines for 9-1-1 are:

• 9-1-1 is for police, fire and medical emergencies.
• Know the location of the incident. Providing an accurate address is critically important especially when making a wireless 9-1-1 call.
• If you call 9-1-1, don’t hang up.
• Don’t call 9-1-1 for jokes or prank calls.
• When you call 9-1-1, pay attention to the questions that you are being asked.
• Stay on the line with the 9-1-1 call taker and answer all questions. The more information they have, the better they are able to help you.
• Stay calm and speak clearly.
• For further questions or for additional information, contact your local 9-1-1 Center.

An informed caller is 9-1-1’s best caller. It’s important that you know how to help 9-1-1help you. In an emergency, seconds matter, so being knowledgeable and prepared canmake all the difference. Here’s what you can do:

Know where you are. This is probably the most important information you can provide as a 9-1-1 caller, so try to be aware of your surroundings. Make a real effort to be as detailed as possible. If you are outside and don’t know the street address, take a look around and try to find landmarks or cross streets. If you are inside a large building or one with multiple levels, you can help emergency services by letting them know which floor you are on, which apartment you are in, etc.

Stay calm. When you are on the phone with 9-1-1, you are theireyes and ears. Even though you may want to, try not to panic. If you are crying or yelling, it can be hard for the 9-1-1 operator to understand you. If you are able to stay strong, pull yourself together, and answer all of the 9-1-1 operator’s questions, the faster they can get the right services to your location.

Know WHEN to call 9-1-1. 9-1-1 is for emergencies only. You should only be dialing 9-1-1 if someone is hurt or in danger, or if you are in immediate need of police, fire, or medical assistance. If you aren’t sure if your situation is an emergency, you should err on the side of safety and call 9-1-1 and let the expert who answers your call make the decision whether to send help or not.

Know WHEN NOT to call 9-1-1. Don’t call 9-1-1 just because you burned dinner and your guests are arriving any minute, or because you are late for a meeting and need help finding an address. While those situations may count as emergencies for you, they aren’t for public safety. Inappropriate use of the 9-1-1 system wastes resources and ties up the lines at the 9-1-1 center, and nobody wants to be on hold when they are in the middle of a real crisis. Not to mention that in most states harassing or making prank calls to 9-1-1 is a crime, and you don’t want law enforcement showing up at your door.

Know the capabilities of the device you are using. 9-1-1 can be contacted from pretty much every device that can make phone calls (traditional landline, cell, VoIP), but the callback and location information that accompanies your call to the 9-1-1 center can vary drastically amongst technologies and between geographic regions. 9-1-1 and telecommunications professionals are hard at work to make sure 9-1-1 works the same on all devices in the future, but until then it is your job to be knowledgeable about benefits and limitations associated with various technologies. Contact your service provider(s) for more information.

Never hang up. You may have called 9-1-1 by accident, or your situation may have resolved itself, but it is important to let the 9-1-1 operator know this. If you end the call abruptly, the folks at the 9-1-1 center are going to assume that something has gone very wrong and will either call you back or send help anyway.This will take away from the 9-1-1 center’s ability to take calls and dispatch services to on-going emergencies, so make sure the 9-1-1 call taker tells you it is ok to disconnect before you hang up. And keep in mind that the call taker can dispatch responders to your location without disconnecting from the call, so, until you are instructed to do otherwise, make sure to hold the line so that you can provide any necessary information or assistance to the 9-1-1 operator.

Tips courtesy of National Emergency Number Association EMERGENCY HELP. Anytime, anywhere, any device.

By calling Emergency 911 you can save a life, stop a crime or report a fire. However, there are certain situations when calling 911 can actually endanger someone else’s life. That’s why it’s important to know when it’s appropriate to call 911, and when to contact local non-emergency authorities. Only Call 911 when you need to:

• Save a Life.
• Stop a Crime.
• Report a Fire.

Nearly ten percent of all calls made to 911 are non-emergency calls. There are even some 911 call centers reporting non-emergency calls as high as 40 percent. These calls occupy emergency lines and can threaten the security of another caller. Non-emergency calls include calls regarding roadside assistance, civil disputes, road conditions, power loss, animal issues, travel directions and thefts that have already occurred.

PROVO — Picture yourself sitting at a desk with six telephones. Let’s say two start ringing at the same time. A bit awkward, but manageable. Now, imagine all six phones ringing off the hook for three hours. Think you can handle it?

Gigi Smith, of Utah APCO, talks with Mike Veenendaal of Valley Emergency Communications Center after the incident of the Year award.

Provo’s dispatchers did on Feb. 17, 2008, when a fiery explosion rocked the Pacific States Cast Iron Pipe Co., shaking homes for miles around and prompting a flood of calls to 911. “With all those lines going off, I don’t know how they were able to do it,” said Provo Police Lt. Jeff Lougee, who was dispatch manager at the time. “It was multitasking at its utmost at that moment.” The Provo City Communications Center, the Valley Emergency Communications Center and the DPS/Box Elder Communications Center were all honored Friday by the Association of Public Safety Communications Officials for their calm yet quick responses to emergencies during the 2008 year. “What the dispatchers do every day is so important,” said Gigi Smith, president of the Utah chapter of APCO. “(To some) they’re just a voice behind a telephone. But people don’t realize what they do in a day’s work.”

Source: The Deseret News