What-Comm Public Safety Telecommunicator (Dispatcher)

Nature of Work

Are you a confident, enthusiastic, motivated individual who wants to make a difference in your community? Do you want to perform meaningful work in a positive and supportive team environment? If you've worked with the public or have call center experience, this is a great opportunity for you to expand your career. Apply now for one of our What-Comm 911 Telecommunicator positions. Qualified candidates are safety oriented, skilled at decision making, problem solving, and conflict resolution. What-Comm 911 Telecommunicators will be required to have the ability to work independently to support and assist both the department and the public.

Applicants interested in this position must complete testing through Public Safety Testing. Please visit the Public Safety Testing website (www.publicsafetytesting.com) for information regarding the testing process.

Compensation Information:

$29.45/hr

• What-Comm Telecommunicator-in-Training/What-Comm Telecommunicator I

$30.92/hr - $38.41/hr

• What-Comm Telecommunicator II (fully trained)

Upon promotion from What-Comm Telecommunicator I to What-Comm Telecommunicator II the salary starts at $30.92/hr. Employees receive step increases annually in accordance with the What-Comm (Police Telecommunicator) Collective Bargaining Agreement and City policy.

In addition to the hourly rate of pay, What-Comm Telecommunicators are eligible for the following compensation:

• 8 hours of Holiday Pay at the rate of 1.5 times the regular rate of pay for 12 designated holidays

• 2.5 times the regular rate of pay for overtime hours worked on designated holidays

• Shift Differential for hours worked between 2:00 pm and 6:00 am

• 1% certification premium for obtaining and maintaining Telecommunicator Certifications

• Up to 1.5% matching deferred compensation contribution

• Eligibility for 3% Master Dispatcher premium after seven years of service

• Protected bid leave time

The 2023 average annual compensation for the Telecommunicator work group was $105,619. This figure is provided for illustrative purposes and is an average including overtime, premium and specialty pays. This does not constitute any guarantee of compensation.

City of Bellingham employees receive medical, dental, and vision insurance as well as life insurance and long-term disability. Additional benefits include flexible spending accounts, a medical insurance opt-out program, and access to our employee assistance program. All eligible City employees are enrolled in aWashington State Department of Retirement Systemspension plan. Additionally, employees may elect to participate in the City's 457 deferred compensation retirement savings plan.

Employees will receive 12 paid designated holidays. In addition, they receive three paid floating holidays each year. Employees accrue 8 hours total of contract and state sick leave per month in accordance with the collective bargaining agreement and Washington State Law. At the time of hire, employees will accrue 7.34 hours of vacation per month. Vacation accruals increase based on years of service.Leave accruals are based on 1.0 FTE, accruals are pro-rated if part-time and require employees to be in paid status at least 120 hours/month.

Other unique benefits for working with What-Comm are:

• 2.5 pay for Holiday OT
• protected bid time off and opportunities for unbid time off
• non-traditional work hours
• shift differential
• supportive and fun team members
• annual continuing education opportunities
• room for advancement, and more!

For additional information regarding benefits and compensation Information please visit the following:

• Labor Agreements, Pay Schedules and E-Team Employee Handbook

• City of Bellingham (cob.org)

• Employment Benefits

• City of Bellingham (cob.org)

This process is an open and continuous examination. Applications will be reviewed as they are received on an ongoing basis. Candidates will be notified of their rank and score regularly as incoming applications are reviewed.

This recruitment process will create a Civil Service register that will be used to fill anticipated vacancies. This position is represented by a union.

JOB SUMMARY:

A Public Safety Telecommunicator (PST) receives and processes voice, text and multimedia requests for police, behavioral health, fire, and medical emergency response. The incumbent in this position determines the nature, urgency, and jurisdiction of a report and either dispatches public safety personnel and equipment to respond or transfers the call to the appropriate jurisdiction. The PST enters information from the reporting party and responding units into a computer-aided dispatch (CAD) software program and continually updates the status of those responding to the incident via radio, CAD, and phone communication. The PST provides guidance and assistance to the public in life-safety situations; and coordinates appropriate responses to high-risk, high-stress operations, with the objective of keeping all participants safe. The What-Comm Emergency Communication Center (ECC) serves as the Public Safety Answering Point (PSAP) for Whatcom County. This position is essential and must report to work during times when the City is closed.

What-Comm Public Safety Telecommunicator in Training

This is the entry-level position for new PSTs during their training period. A new hire will go through a structured training program to learn What-Comm policies and procedures for handling emergent and non-emergent calls as well as other agency, department, and dispatch center protocols.

What-Comm Public Safety Telecommunicator I

A PST in Training will promote to PST I when they successfully complete the initial training period and can independently perform emergency and non-emergency call receiving.

What-Comm Public Safety Telecommunicator II

A PST II is distinguished from the PST I position by the ability to independently operate all dispatch consoles as well as perform emergency and non-emergency call receiving.

ESSENTIAL FUNCTIONS:

• Receives, prioritizes, and routes emergent and non-emergent reports from the public to appropriate jurisdictions. Accurately documents the location, nature, and source of the emergency report into a computer terminal using computer-aided dispatch (CAD) software. Develops and maintains familiarity with major roads, local businesses, and geographic features.

• Professionally controls calls using de-escalation techniques and clear, effective verbal communication. Uses critical thinking and problem-solving skills to make decisions quickly in accordance with policy and procedures. Maintains a calm demeanor under chaotic and stressful circumstances, multiple conversations, and a frequently noisy environment. Employs effective stress management to maintain wellness and efficacy. Adheres to confidentiality, disclosure, and privacy related policies and laws.

• Relays incident information and/or dispatches appropriate Police personnel to the scene of the reported incident. Retrieves and evaluates information from multiple databases based on knowledge of dispatch and emergency response procedures. Regularly contacts and updates status of field units according to established procedures and protocols. Contacts various resources as requested by field units. Switches rapidly between emergent tasks, prioritizing duties as needed to support the safety of responders and citizens.

• Queries databases and evaluates warrant, order, stolen property, and missing person information. Enters stolen vehicles and missing persons or runaways into state and nationwide law enforcement databases and transmits requested information to law enforcement personnel in the field. Receives, documents, and processes incident information from various sources including but not limited to phone, text, TTY, relay services, telematics companies, and radio. Generates routine reports such as the incident history reports and incident shift summaries.

• Communicates with a variety of local, state, and federal agencies regarding law enforcement activity and resources available for emergencies.

• Develops and maintains working knowledge of best practices pertaining to public safety telecommunications. Maintains currency with industry changes and participates in continuing education and professional development.

ADDITIONAL WORK PREFORMED:

• May participate in developing and recommending updates to comprehensive dispatch policies, procedures, and protocols as necessary for the efficient operation of the center. Identifies and recommends new policies and procedures to improve dispatch operations and minimize liability.

• Performs Lead Worker duties as assigned to include posting and mandating overtime, making seating charts, and notifying Supervisors or the Deputy Director of equipment/personnel issues and significant events which may impact staffing.

• Performs training of new employees to include call receiving and radio dispatching, as assigned.

• Performs other duties within the scope of the classification.

• Manages chain of custody for records and documents used in court proceedings and legal discovery as assigned.

WORKING ENVIRONMENT:

The work is performed in an office environment at a computer workstation using different desktop computer systems, a multi-line telephone system and extensive radio communications equipment to receive, input, and process urgent information. Frequently receives reports from extremely distressed members of the public requesting an emergency response. Employees regularly interact with members of the public who relay very unpleasant situations in graphic detail or may be hostile. Workload intensity varies considerably and requires frequent swings from urgent independent decision making to cooperative teamwork.

The working environment includes:

• Rotating shifts covering 24 hours a day, seven days a week, including holidays.

• Mandatory overtime.

• Frequent changes in multi-jurisdictional policies and procedures, periodic workstation relocation and changes in equipment availability.

Physical ability to perform the essential functions of the job including:

• Frequently remain stationary for long periods of time;

• Frequently operate a computer and other office machinery such as a keyboard, mouse, phone, and fax machine;

• Receive and communicate accurate information in a stressful or confrontational environment;

• Hearing within, or correctable to, normal limits across the speech frequencies and recognition of speech in the very good to excellent range.

Experience and Training

What-Comm Public Safety Telecommunicator in Training

• One year of experience in a position with intensive public contact.

• Keyboard entry skills at a minimum of 40 wpm net.

• Experience or training in the use of computer software such as word processing, spreadsheets, database management, desktop publishing programs or other business/educational software preferred.

• Experience using multi-line phone systems preferred.

• Previous experience in public safety dispatching preferred.

• Must acquire within first year of training a working knowledge of the geography of Whatcom County to include: cities and towns, locations and names of highways, main streets, major buildings and businesses and establishments such as names of parks.

• An individual in the What-Comm Public Safety Telecommunicator in Training position will move to the What-Comm Public Safety Telecommunicator I position in a non-competitive promotion upon successful completion of the initial training period and demonstrated proficiency in performing the call receiving function independently.

What-Comm Public Safety Telecommunicator I

In addition to the experience and training requirements listed above:

• Successful completion of the initial training period and demonstrated proficiency in performing the call receiver function independently.

• An individual in the What-Comm Public Safety Telecommunicator I position will move to the What-Comm Public Safety Telecommunicator II position in a non-competitive promotion upon successful completion of the Public Safety Telecommunicator I training period and demonstrated proficiency in independently operating all dispatch consoles as well as performing the call receiving function.

What-Comm Public Safety Telecommunicator II

In addition to the experience and training requirements listed above:

• Successful completion of the Public Safety Telecommunicator I training period and demonstrated proficiency in call receiving and operating all dispatch consoles independently.

Necessary Special Requirements

• Employment contingent upon passing a criminal convictions check, background investigation, polygraph examination, and fingerprinting. Subject to re-check every five years.

• Must be able to obtain and maintain ACCESS Level 2 and CJIS Level 3 certification within six months of hire.

• Must obtain and maintain Telecommunicator 1 & 2 certifications within twelve months of hire.

• Must pass a hearing evaluation prior to hire.

• Employment contingent upon passing a pre-employment drug test. (This position is considered a safety sensitive position; therefore, the pre-employment drug test includes testing for marijuana. Positive test results will exclude an applicant from being hired).

• Must have a regular form of communication such as a land line telephone or a cell phone and the willingness and ability to respond to mandatory recall to duty.

• Willingness and ability to work rotating shifts covering 24 hours a day, seven days a week, including holidays.

A 12-month Civil Service probationary period applies for all Telecommunicators following placement into the Telecommunicator in Training classification.

Selection Process

You are encouraged to print a copy of this job announcement for your reference as the process moves along.

Public Safety Testing offers multiple dates and locations to complete testing; refer to the PST calendar for testing locations/dates. All testing will be facilitated by Public Safety Testing.

Step 1: Applicants interested in this position must complete testing through Public Safety Testing. Please visit the PublicSafety Testingwebsite (www.PublicSafetyTesting.com) for information regarding the testing process.

Step 2: This is an open and continuous examination. Candidate scores will be pulled from Public Safety Testing weekly.

Applicants must complete the written exam through Public Safety Testing. The City of Bellingham will use the scoring criteria recommended by Public Safety Testing.

Step 3: Candidates will be invited via email on a weekly basis to complete a City of Bellingham Employment Application. (Please note: if you do not hear from us within one (1) week of testing with Public Safety Testing, please contact Human Resources at(360)778-8229; the personal history statement (PHS) is due by the date/time you apply.)

If you wish to claim Veterans' Preference Points, please complete the

Veterans Scoring Criteria Declaration Formand upload it to your application with your DD214.

Step 4:Candidates that meet the minimum qualifications will be placed on a ranked eligibility register based on the Public Safety Testing score, worth 100% of the final score. Candidates will be notified of final score and rank.

The top scoring 15 candidates or the top 25%, whichever is greater, will be referred to the Department for additional examinations, assessments, or tests. Additional examinations, assessments or tests may include review of the Application Materials, Personal History Statement (PHS), and Interviews. Candidates may be removed from the eligibility register for failure to pass the additional examinations, assessments, or tests.

Please note: Candidates may be removed for the reasons specified in Civil Service Rules Section 9.11 at any time throughout this process.

Please Note: Candidates will receive updates regarding application status via email. Please be sure to check your email frequently.

Equal Opportunity:

Our environment is characterized by respect for cultural backgrounds, belief systems, and ethnic diversity. The City of Bellingham is an Equal Opportunity Employer and values diversity in its work force. We do not discriminate or make decisions on the basis of an individual's race, religion, creed, color, national origin, sex, marital status, age (40+), disability, retaliation, sexual orientation or gender identity, honorably discharged veteran or military status, status as a victim of domestic violence, sexual assault, and stalking, use of a trained dog guide or service animal by a person with a disability, or any other basis prohibited by local, state, or federal law. All are encouraged to apply for employment.