Duties Summary

Under direct supervision, receives formal and structured on-the-job training in the methods and procedures of emergency communication and dispatching operations including call taking and dispatching Fire and Emergency Medical Services (EMS) personnel and equipment including Hazardous Materials and Search and Rescue operations, utilizing a specialized work station of emergency 911 communications equipment and a Computer Aided Dispatch (CAD) system in a central fire communications operation; and performs other related duties as required.

The Fire Communications Officer I receives training to make critical response decisions while communicating emergency and non-emergency information from citizens and emergency responders and receives training to provide callers with life-saving medical and safety instructions. They are required to deal with sensitive information in a discreet and professional manner. As knowledge, skills and abilities increase, employees are expected to work with more independence, under general supervision. Tasks are performed utilizing a specialized work station comprised of a 911-telephone system, CAD system, computer based radio dispatching systems, and other supportive computer based devices. Work is performed in accordance with written policies and procedures. Performance is evaluated through direct observation and examination of written and electronic records. All voice and data entry work performed by the Fire Communications Officer I is continually recorded and is subject to live monitoring for review. After successful completion of training and satisfactory performance, employees may be released to independent status and move to the Fire Communications Officer II classification.

Fire Communications Officer I positions may be eligible to receive a $3,000 Recruitment Incentive. Conditions apply.

This Fire Communications Officer I, SR-17, position is a career ladder position. The next level in the series is Fire Communications Officer II, SR-19, $4,323/month. Persons hired into career ladder positions must meet minimum qualifications for the next level in the career ladder series, perform work at the higher level, and meet performance requirements to move to the next level in the career ladder series.

The eligible list may be used for permanent and temporary vacancies as they arise during the life of the list. Temporary appointment may lead to conversion to permanent appointment.

Special Working Conditions: Twenty-four hour, seven day-a-week operations requiring rotating shift assignment and weekend and holiday work. Overtime work as required.

Examples of Duties

• Receives formal and on-the-job training on the basic functions and missions of the Hawai’i County Fire Department and fire and EMS communications operations.
• Actively participates in a Call Taker and Dispatcher Training Program under direct supervision to perform the full range of emergency communication duties in the Fire Communications Center to include Fire, EMS, and Fire-related services, including Hazardous Materials and Search and Rescue.
• Learns and becomes proficient in operating a specialized workstation comprised of computer based 911-telephone system, CAD system, computer based radio dispatching systems, and other supportive computer based devices to answer, triage and process 911 voice and text calls from the public for emergency and non-emergency assistance.
• Utilizes the Telecommunication Device for the Deaf (TDD) application of the telephone system to communicate with deaf and/or speech impaired individuals. Facilitates language interpretation between non-English speaking callers and interpreters.
• Performs call taking and dispatching duties simultaneously when call volume exceeds staffing levels within the emergency dispatch center.
• Receives training to provide callers with life-saving medical and safety instructions, in accordance with established policies and procedures.
• Interacts with callers who may be injured, distressed, distraught, emotional and/or belligerent. Maintains professional decorum when interacting with callers and attempts to calm distressed citizens during call taking to ensure effective communications.
• Gathers information from the caller to ensure personnel and public safety; classifies, codes and prioritizes cases correctly; inputs data in the appropriate fields; adjusts to varying types of calls for assistance; maintains control of the conversations and makes sound decisions during life-threatening situations.
• Evaluates information received to determine appropriate jurisdiction, equipment, and personnel to be dispatched.
• Multi-tasks while communicating clearly, calmly, and efficiently, with the public, departmental personnel, and government agencies while simultaneously using a computer, telephone, and various electronic databases.
• Receives data from responding emergency personnel, Automatic Number Identification and Automatic Location Identification (ANI-ALI) data, Wireless Phase 1 & 2 (WHP1/2) data, Geographic Information Systems (GIS) mapping systems, flight air traffic systems, and unit or cell phone Global Positions System (GPS) identifiers, to track units and callers deployed to the field for safety and organization, and enters information into various computer systems and logs. Tracks the status of field resources and reporting parties, handles resource requests from field units, and dispatches appropriate field resources.
• Manages radio operations during Mayday alarm activation, reroutes radio traffic, and assists on scene resources in the proper management of a search and rescue for downed emergency responders.
• Manages patching of radio systems for mutual aid response between Federal, State, County, and non-governmental resources to facilitate scene organization.
• Notifies supervisor of noteworthy incidents, natural or man-made disaster situations, road closures and incidents involving HFD personnel.
• During major incidents may be assigned as an incident tactical dispatcher in the field during disaster operations within an incident command post to facilitate on site field dispatching and radio operations on a 24 hours basis.
• During disasters this position is considered an emergency worker and will be expected to report to work prior to expected disaster onset and live and work within the dispatch center during and proceeding the event during increased operational staffing levels.
• Adheres to and applies county, departmental and divisional policies, procedures and training manuals that serve as a guide to operations of the Fire Communications Center.
• Performs other related duties as assigned.

Minimum Qualification Requirements

Training and Experience:

A combination of education and experience substantially equivalent to:

• graduation from high school, and
• two (2) years of work experience involving dispatching or public contact which shall have included providing information, answering questions and inquiries, and/or explaining policies, rules and regulations in person or by telephone.

Certificate Requirements: Possession of a current Emergency Medical Dispatching (EMD) certificate and a current American Heart Association Heartsaver First Aid CPR AED Certificate prior to completion of probationary period.

Examination: All applicants who meet the minimum qualification requirements will be assigned a score of 70 points. An education and experience evaluation will be conducted based on the applicant's training, education and experience as presented in the application.

Please read the minimum qualification requirements carefully. Be certain to list all pertinent training and experience. It is essential that the applicant describe fully the duties and responsibilities of each position held, specify the date of each position held (from and to, month and year), and indicate the number of hours worked per week.

Attach all required documentation (e.g. official transcript, professional license(s)/certification(s), DD-214, etc.) at the time of submitting your application.

Note: In-person interviews and/or further testing in Hawai'i County may be required at the discretion of the hiring department/agency. If in-person interviews and/or further testing are required, applicants who are referred to the hiring department/agency must be available to participate in person and at their own expense at that phase of the selection process.

Knowledge of: principles and techniques in dealing with people, office practices and procedures, filing methods and systems, proper usage of English language, including diction, grammar, spelling, and punctuation, effective verbal and written communication techniques and customer service principles and techniques, the purposes and uses of standard office equipment, personal computers and Windows based applications, and geography of the island of Hawai’i, including but not limited to, towns, parks, beaches, streets, and businesses.

Ability to: type/keyboard at a rate of 35 words per minute (wpm),perform multiple tasks while simultaneously using a computer, learn departmental rules and regulations, policies and procedures of the Hawai’i Fire Department and the Fire Communications Center, and pertinent laws and ordinances of the State and County of Hawai’i, learn to operate fire radio, telephone and civil defense equipment, communicate effectively with emergency response personnel and the general public, make sound decisions quickly under traumatic or crisis situations, relate effectively to co-workers, listen effectively, exercise patience and tact in dealing with the public ,control the direction and length of calls, write clear and concise reports, and operate standard office equipment.

Physical Requirements: Persons seeking appointment to positions in this class must meet the health and physical condition standards deemed necessary and proper to perform the essential functions of the position with or without reasonable accommodations.

Physical Effort Grouping: Light

Supplemental Information

Applicants selected to become a Fire Communications Officer I with the Hawai`i Fire Department will participate in a one-year training period. The goal at the end of the one year training is that the employee will possess a working knowledge of departmental rules, policies and procedures to confidently occupy a dispatcher's desk to field emergency calls and provide pertinent information.

During the training period, the following academic and performance standards, as specified by the Hawai`i Fire Department, shall apply.

• Note-taking is required during all phases of instruction.
• Pass weekly written and hands-on testing and skills assessment.
• Maintain department standards in departmental protocol, attendance and punctuality.
• Successful completion and possession of the Emergency Medical Dispatching (EMD) Certificate by the end of the first six (6) months.
• Successful completion and possession of the American Heart Association Heartsaver First Aid CPR AED Certificate by the end of the first six (6) months.
• Work rotational shifts, inclusive of weekends and holidays.
• Work overtime, before or after scheduled shift; at times with little or no advance notice.
• Work in a confined, high stress environment with other dispatchers and Fire personnel.
• Work on a console with multiple computer monitors and mice, radio system, and telephones.
• Ability to receive constructive critique.
• Ability to multi-task (performing more than one job-related task at a time) and switch back and forth between tasks.
• Ability to comprehend written and verbal instructions.

The first six (6) months is a probationary period, which each employee must pass to continue employment.
Please scan and attach these supporting documents to your on-line application, if required :

• an official college transcript,
• a valid driver's license,
• a temporary assignment verification,
• professional licenses, and/or
• certificates,

Veterans applying for veteran's preference points shall also scan and attach their DD-214 form and as needed, their VA claim letter to the on-line application.

PLEASE APPLY IMMEDIATELY AS THIS RECRUITMENT MAY CLOSE AT ANY TIME.

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