Emergency Communications Specialist

Role Overview

This position is responsible for receiving, logging, and managing both emergency and non-emergency requests for police, fire, and ambulance services, dispatching units as required, and responding to routine inquiries or referrals. Duties include continuous radio monitoring and operation of computer systems to ensure effective communication with response teams and public service agencies. Additionally, this role serves as an internal communication hub, directing calls within the Police Department and other city departments.

Key Responsibilities

• Engage with callers seeking emergency or non-emergency assistance from the community or public agencies.
• Apply established protocols and use the computer-aided dispatch system (CAD) to determine appropriate response actions.
• Track and maintain real-time location and status of police, fire, and authorized units in the field.
• Answer emergency and non-emergency calls, including 911 and special lines for hearing-impaired individuals, gathering essential information and dispatching the correct resources, such as police, fire, medical services, mutual aid, and government agencies.
• Collaborate with administrative staff in developing, implementing, and reviewing operational procedures.
• Monitor multiple radio communication channels covering police, fire, ambulance, public works, and local government to relay information appropriately.
• Record and maintain precise computerized records of all emergency calls using CAD.
• Maintain confidential filing and organization of resource information with discretion.
• Train new communications specialists according to department manuals and standards.

Qualifications and Requirements

• Demonstrated support for diversity, equity, and cultural competency within job functions and effective collaboration across diverse groups.
• Commitment to inclusion evidenced by ongoing training and development.
• High school diploma or equivalent required; Associate Degree in Communication or Business preferred.
• Successful completion of written and typing exams, panel interview, background check, and physical examination by Medical Board.
• Obtain and maintain Vermont Criminal Information Center (VCIC) and National Criminal Information Center (NCIC) certifications upon appointment.
• Ability to operate police and fire computerized equipment, multi-channel radios, multi-line phones, TTY/TDD devices, emergency alarm receivers, and video monitoring systems.
• Familiarity with Burlington street geography essential; knowledge in law enforcement, public safety, or fire science preferred.
• Proficiency in Microsoft Office is advantageous.
• Consistently demonstrate positive customer service attitude towards the public, colleagues, and supervisors.
• Availability to work overnight, weekend, holiday, and overtime shifts as required.
• Regular attendance and adherence to city standards, safety rules, and personnel policies are mandatory.

Additional Information

The City of Burlington fosters a work environment that values diversity and equity, offering equal employment opportunities regardless of political views, religion, race, national origin, age, gender identity, disability status, or other protected categories. Applicants who contribute to the city's workforce diversity are actively encouraged to apply. Accessibility support is available upon request through Human Resources. This role is union-affiliated with the American Federation of State County and Municipal Employees (AFSCME) and classified under Pay Grade 17 with an hourly rate between $32.50 and $36.23. The position requires working on-site with zero remote work days permitted.