Communication Center Careers

The members of our 911 Public Safety Communications center are our first first responders. They are vital to effective emergency response and the first link in the public safety chain. Join them and make an impact on your community.

APPLICATION/HIRING PROCESS

Application
- Applicants that have used marijuana or CBD products within 3 months of the initial testing date will not be eligible for hire. Learn more about the Colorado Springs Police Departments Marijuana Use Policy.
- Once your application is submitted, if you meet the minimum requirements, a member from Human Resources will contact you for the next step
Typing/CritiCall Test
- You may be required to take a typing test
- Must receive a score of 75 or better on the CritiCall Test
- If you meet the minimum requirements for the Typing and CritiCall tests, you will be sent information to complete the Online Video Interview
Video Interview
- Once you receive the online video interview, you have 5 days to complete it
- The interview will contain 10 questions, you will have 1 minute to prepare and 3 minutes to answer each question
Contingent Offer
- The job offer will be contingent upon the successful completion of a polygraph examination, background check, and other pre-employment assessments
Background Investigation
- The background investigation is an extensive 6-week process
- Polygraph and Psychology evaluations are completed during the background process
Selection Committee
- About 2-3 weeks prior to the scheduled class starting date, a committee will review the entire and evaluate whether a final offer will be presented.

SUCCESSFUL/IDEAL CANDIDATES

Successful candidates will have
- High School diploma or GED
- Possess, or obtain within three months of hire the following certifications:
  - Cardiopulmonary resuscitation (CPR)
  - Colorado Bureau of Investigations (CBI)
  - Priority Dispatch Emergency Telecommunicator Course (ETC)
  - Priority Dispatch Emergency Medical Dispatch (EMD)
  - Priority Dispatch Emergency Police Dispatch (EPD)
  - Priority Dispatch Emergency Fire Dispatch (EFD)
  - Incident Command System 100 & 700
  - National Center for Missing and Exploited Children (NCMEC)
  - Have one year of full-time experience as an independent dispatcher or call-taker in a public safety or emergency communications center (PSD ONLY)
Ideal candidates will have
- Specialized training in dispatch communications or a related field
- Experience working in a public safety setting, including public safety dispatch experience
- Experience with CJIS, CAD, NCIC, and CCIC computer systems
- Current CPR certification and EMD, EPD, and EFD certifications
- Bilingual (Spanish)

BENEFITS

The City of Colorado Springs has excellent benefits coverage.

Careers

There are a variety of jobs one can have with the 9-1-1 Communications Center. See below for more information on each piece of our communications team.

911 CALL TAKER (Emergency Response Technician)

Salary – Link to City Pay Chart
The Emergency Response Technician is an entry-level position
This is a shift work position. You will be required to work varied shifts (days, afternoons, nights), days of the week, weekends, holidays, etc. in a closed, secure environment
Essential Job Functions of an Emergency Response Technician
- Receive, prioritize, and respond to 911 emergency and non-emergency calls for police, fire, and medical assistance and information; determine appropriate jurisdictions and services needed; transfer callers to proper agencies; and provide public safety personnel with accurate information
- Provide Emergency Medical Dispatch (EMD), Emergency Police Dispatch (EPD), and Emergency Fire Dispatch (EFD) self-help and pre-arrival instructions to callers; maintain continuous telephone contact with callers during emergency situations until police, medical, and fire personnel make personal contact
- Use a Computer Aided Dispatch (CAD) computer terminal or a manual system to notify dispatchers of needed police/medical/fire response; act as a link between police/fire personnel, dispatch, department personnel, and other agencies
- Update personnel en route to calls by accurately relaying information and messages
- Enter and retrieve information from computer systems such as the National Crime Information Center (NCIC) and Colorado Crime Information Center (CCIC) through the Colorado Bureau of Investigations (CBI) network; place and receive calls for people who are deaf by operating TTY communications equipment
- Deal calmly with the public in emergency situations; complete several tasks simultaneously
- Enter information regarding towed and repossessed vehicles
- Provide on-the-job training for new communications employees
We are looking for candidates who demonstrate:
- Knowledge of public safety dispatching and/or call-taking protocols
- Ability to comprehend critical information to ensure proper resources are dispatched
- Ability to make quick and lucid decisions
- Ability to accurately type 40 net words per minute
- Ability to successfully pass the CritiCall testing series
Additional Information
- This position requires excellent decision-making and communication skills, good judgment, and the ability to multi-task while maintaining a high degree of emotional self-control. The ability to handle stressful, negative, and sometimes aggressive situations is also required
Physical Demands – This position requires the ability to lift to 20 pounds occasionally and 10 pounds frequently
Environmental Conditions – Primary Work Environment is an office environment with moderate noise levels from several sources creating constant activity
CROSS-TRAINED FIRE DISPATCHER
- Salary – 5% above salary as an ERT
- This is an internal position, to qualify for training as a Cross Trained Fire Dispatcher, you must be an ERT with the CSPD Communications Center for 1 year
- This is a shift position. You will be required to work varied shifts (days, afternoons, nights), days of the week, weekends, holidays, etc. in a closed, secure environment
- As a Cross Trained Fire Dispatcher, your primary job function is that of an Emergency Response Technician and a Fire Dispatcher
- Training will consist of 1 week of classroom training followed by 3 weeks of On-the-Job Training for Fire Dispatch

POLICE AND FIRE DISPATCHER (Public Safety Dispatcher)

Salary – Link to City Pay Chart
To be considered for the Public Safety Dispatcher position you must have one year of full-time experience as an independent dispatcher or call-taker in public safety or emergency communication center by the first day of classroom training
This is a shift work position. You will be required to work varied shifts (days, afternoons, nights), days of the week, weekends, holidays, etc. in a closed, secure environment
Essential Job Functions of a Public Safety Dispatcher
- Receive calls on the computer, radio, or telephone and dispatch a variety of emergency equipment
- Serve as a communication link in emergency situations until the situation is resolved
- Answer overflow emergency and non-emergency calls
- Provide emergency dispatch self-help; and make notification calls to police and fire staff, city departments, and other agencies on incidents as needed
- Notify ambulances and dual fire responders where they are needed, continually evaluate calls for service and identify tasks and objectives then dispatch appropriate resources, and follow up on the safety status of police and fire personnel
- Process requests for wants/warrants through the Colorado Criminal Information Center (CCIC) and the Colorado Bureau of Investigations (CBI) network, monitory robbery alarm controls in areas with crime patterns
- Notify fire stations of street closures and sprinkler systems that are out of service, monitor the weather screen, and handle paging requests for administrative units
- Provide on-the-job training for new communications employees or radio dispatching
- Perform duties of an Emergency Response Technician as deemed necessary by the Public Safety Communications Supervisor
- Dispatchers may perform supervisory duties during the absence of the Public Safety Communications Supervisor
We are looking for candidates who demonstrate:
- Knowledge of public safety dispatching and/or call-taking protocols
- Ability to comprehend critical information to ensure proper resources are dispatched
- Ability to make quick and lucid decisions
- Ability to accurately type 40 net words per minute
- Ability to successfully pass the CritiCall testing series
Additional Information
- This position requires excellent decision-making and communication skills, good judgment, and the ability to multi-task while maintaining a high degree of emotional self-control. The ability to handle stressful, negative, and sometimes aggressive situations is also required
- Physical Demands – This position requires the ability to lift 20 pounds occasionally and 10 pounds frequently
- Environmental Conditions – Primary Work Environment is an office environment with moderate noise levels from several sources creating constant activity.

COMMUNICATIONS TRAINING COORDINATOR

Coordinates activities related to training and continuing education, protocol compliance, exercise planning, and design.
Key Responsibilities and Accountabilities:
- Develops, updates, and maintains course curriculum, and training materials and Provides training for the following:
  - ERT Course
  - PSD Course
  - Fire Dispatch Course
  - Train the Trainer Course
  - Police Recruit Radio Class
  - Cadet Radio Class
  - Citizens Academy
  - Emergency Telecommunicators Course (ETC)
Develop in-service training for Communication Center Employees
Supervise, mentor, and control the daily activities of newly hired personnel and personnel assigned to the Communications Training Program
Provide Performance Evaluations for personnel assigned to training
Coordinate/schedule all on-the-job (OJT) training for trainees. Read all OJT Daily Observation Reports (DORs) and evaluate for accuracy and progress. Ensure trainers/trainees are adhering to policy and procedures. Tracks DOR-related databases
Order and maintain stock of training supplies and equipment
Assist outside agencies as requested and approved by providing training and other services.
Update Communications Center SOPs as needed
Monitor trends in training and technology and make recommendations for implementation when appropriate
Recommend and publish operational updates and training bulletins for distribution throughout the Communications Center. Identifies training needs and coordinates training of communications personnel
Maintain QA certification through Priority Dispatch. Provide Quality Assurance feedback through the use of PROTOCOL Compliance Reports and other reporting tools
Serve as the liaison for the public safety communications section with other departments and outside agencies on a variety of boards including, but not limited to, the Dispatch Review Committee (DRC), South Central All-Hazards Region (SCAHR), and South-Central All-Hazards Region Communications Committee (SCAHR CC)
Consults with CSPD personnel, South-central Region personnel, and State personnel on matters concerning interoperable communication within our Southcentral Region and the State during real-world events as well as exercise planning and design
Maintain proficiency in all skills/duties related to Public Safety Dispatch and Emergency Response Technician
Routinely conducts guided tours of the communication center. Provides information and education to members of the public regarding public safety dispatch
Oversees the maintenance of Communications Center Training-specific databases (IAED certifications and CDEs, CPR certifications, NIMS-related certifications, DOR. Etc.)
Responsible for entering monthly Dispatch Case Evaluation Records into the Aqua database and recording compliance summary reports to IAED
Responsible for providing IAED with documentation and preparing a reaccreditation packet.
Other duties as assigned

PUBLIC SAFETY COMMUNICATIONS SUPERVISOR

To supervise, assign, review and participate in the work of staff responsible for public safety communications services for an assigned shift; to ensure work quality and adherence to established policies and procedures, and to perform the more technical and complex tasks relative to the assigned area of responsibility
This is the working supervisory level in the Public Safety Dispatcher series. Positions at this level are responsible for participating in supervising, assigning, and reviewing the work of subordinate staff. Incumbents are also responsible for assisting higher-level supervisory and managerial staff in planning and evaluating the quantity and quality of work performed by subordinate staff
Essential and other important responsibilities and duties may include, but are not limited to, the following:
- Plan, prioritize, assign, supervise, review, and participate in the work of staff responsible for providing public safety communications services on assigned shifts including police and fire dispatch and 911 services; ensure adequate staffing levels
- Establish schedules and methods for providing public safety communications services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly
- Participate in the development of policies and procedures; monitor work activities to ensure compliance with established policies and procedures; make recommendations for changes and improvements to existing standards and procedures
- Recommend and assist in the implementation of goals and objectives; implement approved policies and procedures
- Participate in the selection of public safety communications staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline procedures
- Ensure that all assigned activities and operations adhere to pertinent FCC rules and regulations and all other pertinent federal, state, and local laws, regulations, and ordinances
- Ensure that all equipment, including the 911 system, all telephones, computers and printers, Doppler radar systems, flood monitors, recording tapes, radios, alarm systems, and TDD equipment is functioning properly; recommend related repairs and maintenance
- Provide staff assistance to higher-level supervisory or management staff; submit a variety of technical and administrative reports based on shift activities, training issues, dispatch, and other problems, concerns, and activities
- Maintain a variety of logs and ledgers; ensure that the communications office has adequate resource manuals and maps
- Coordinate public safety communications activities with those of other divisions and outside agencies and organizations; inform neighboring jurisdictions about emergency matters as needed
- Serve as liaison to the public; investigate citizen complaints concerning public safety communication activities; conduct tours of assigned facilities as necessary
- Attend and participate in professional group meetings; stay abreast of new trends and innovations in the field of public safety communications
- Perform related duties and responsibilities as required
- Proper usage and terminology related to public safety communications equipment.
- Methods and techniques of CPR and first aid
- Modern police and fire group operations and protocol.
- Modern office equipment including computers
- Principles of supervision, training, and performance evaluation
- Pertinent Federal, State, and local laws, codes, and regulations
- Proper English usage and spelling
Ability to:
- Supervise, organize, and review the work of lower-level staff
- Select, supervise, train, and evaluate staff
- Operate, test, and troubleshoot assigned computer-aided dispatch and emergency
- communication equipment
- Perform the full range of public safety communications dispatcher duties.
- Administer CPR and first aid
- Effectively communicate with and elicit information from upset and irate citizens.
- Interpret and explain City policies and procedures
- Prepare clear and concise reports
- Type at a speed necessary for successful job completion
- Operate office equipment including computers and supporting word processing and spreadsheet applications
- Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work
Three years of public safety communications and/or dispatch experience including one year of administrative and/or lead supervisory experience or lead supervisory responsibility