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: 2024-00008 (B)
Department: Benton County Emergency Services
Opening Date: 10/14/2024
Closing Date: 11/11/2024 11:59 PM Pacific
FLSA: Non-Exempt
Bargaining Unit: 6000
General Summary
Applications received 9/30/2024 - 12/01/2024 will be processed for a target training academy in March 2025. Training Academy start dates are typically between 8 - 12 weeks apart. See the supplemental information section for more details regarding the recruitment process timeline.
Starting pay for this position is $28.50 per hour (2024) and is set by a Collective Bargaining Agreement.
Washington State 911 Jobs will host virtual LIVE recruiting events on:
Wednesday October 30 (11:00am)
Wednesday November 6 (2:30pm)!
Each 1.5 hour session starts with an overview of the work 911 dispatchers do every day, followed by a Q&A session for you to talk directly with recruiters.
Mark your calendar and join online:
#911isHiring #thingoldline #weare911
To learn more about the recruitment process, benefits, and for preparation tips, visit our website
Please review the brochure for further details on hiring standards, to include temporary or permanent disqualifiers.
GENERAL INFORMATION:
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. 911 Dispatchers support law enforcement and go through a similar background process. Our recruitment process typically takes about 4 months from the date of application to a start date.
The first 6 months of training require significant internal resources and vacations and time off are not guaranteed during this time. Employees are expected to be available and willing to work 12 hour rotating shifts (there is not an option to remain on one shift or the other) which includes day shift, night shift, and mandatory weekends and holidays. During training, an effort will be made to expose the trainee to both day and night shifts.
Watch video message from Kennewick Police Chief Ken Hohenberg about the exciting and rewarding career of being an Emergency Communications Dispatcher:
To hear from current 911 Dispatchers, watch this 911 Dispatcher testimonial prepared by Washington State
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.
• 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.
• 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 to participate in an Observation (a voluntary sit-in with a dispatcher) to let you see what this job really entails.
Please view the for more information and job details.
Click to view the complete job description, to include essential functions and working conditions.
Minimum Qualifications
EDUCATION & EXPERIENCE REQUIREMENTS :

• High school diploma or equivalent.
• One (1) year of customer service experience involving substantial customer interaction in a fast-paced environment.
• Working knowledge of Microsoft Office Outlook and Word.
• Data-entry skills with speed and accuracy, and ability to type 35 wpm with accuracy.
• Or an equivalent combination of education and experience that would provide the necessary knowledge, skills and abilities to successfully perform the essential functions of the job.

LICENSES, CERTIFICATIONS & OTHER REQUIREMENTS :

• Obtain and maintain ACCESS Level I or II certification within one (1) year of hire date.
• Obtain CPR and Emergency Medical Dispatch (or equivalent) certifications within one (1) year of hire date.

Desirable Qualifications

• Prior successful experience in a fast-paced and multi-tasked public contact environment (e.g. medical intake, bank teller, server, or barista) or a public safety communications environment.
• Knowledge of Benton and Franklin County streets, locations, and landmarks.
• 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.

Supplemental Information
Final candidate(s) selected will be required to successfully complete and pass a comprehensive background/reference process to include a job suitability assessment, integrity interview, fingerprinting, polygraph, psychological evaluation, and a pre-employment physical examination (including drug/alcohol screening) commensurate to the position.
Example Recruitment process timeline:
Step 1 (Week 1) - City reviews applications for minimum qualifications.
Step 2 (week 2) - CritiCall Test administered (data entry and typing).
Then an Eligibility List is established for those who successfully pass the above step.
Step 3 (Week 2 to 3) - Personal History Statements are requested/reviewed.
Step 4 (Week 3 to 4) - A job suitability assessment is administered/processed.
Step 5 (Week 4 to 5) - Fingerprinting
Step 6 (Week 5 to 6) - Integrity Interview with the Executive Director.
Step 7 (Week 6 to 8) - Background and reference checks.
A conditional offer is extended to those who successfully pass the above steps.
Step 8 (Week 7 to 9) - Polygraph assessment administered.
Step 9 (Week 8 to 10) - Psychological assessment administered.
Step 10 (Week 9 to 11) - Pre-employment medical exam.
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 (PSERS)
• 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 (PSERS)
• 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 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.

03
Are you available and willing to work 12 hour rotating shifts (there is not an option to remain on one or the other) which includes day shift, night shift, and mandatory weekends and holidays?

• Yes
• No

04
Are you available and willing to work overtime and be on call for up to 12 hours a shift?

• Yes
• No

05
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

06
There is a link to our Hiring Standards in the General Summary area of this job posting. These Hiring Standards will be evaluated in depth during our recruitment process. By selecting yes to the answer below, you acknowledge that you have reviewed and understand the Hiring Standards (both temporary and permanent disqualifiers) and that you agree to move forward in the recruitment process.

• Yes, I understand the Hiring Standards and want to move forward in the recruitment process.
• No, I do not want to move forward in the recruitment process.

07
Applicants that meet the minimum requirements for this position, will be invited to participate in skills testing. Skills testing will include the CritiCall assessment (with typing). You can do the assessment remotely and it takes about two- and one-half hours (2.5 hours) to complete. Links for the skills testing are sent out weekly. To prepare for the CritiCall assessment, you can search for data entry and typing practice tests for dispatchers online.Please answer the following question.

• Yes, I would like to participate in skills testing.
• No, I am not willing to participate in skills testing.

08
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).

09
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.

10
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.

Required Question