Emergency Communication Specialist

Duties/Responsibilities

• As a multi-jurisdictional, 24-hour, year-round emergency and non-emergency and state-designated 911 emergency communications center, answers and screens incoming telephone calls from victims, witnesses, suspects, staff, students, parents, members of the public, local law enforcement agencies, and other government and non-government entities. Evaluates phone calls in a timely manner, accurately questioning callers to elicit information necessary to establish the location, nature, degree of severity, priority, and any responder safety risks.  Ability to manage stressful situations and maintain composure under pressure, and effectively communicating and ability to de-escalate tense situations.  Experience in problem-solving under pressure, utilizing strong analytical and decision-making skills. Respond to phone, text, e-mail, and walk-in requests from the public and serve as a resource to the public for community services and referrals.  Answer calls for assistance on our Durham, Manchester and Concord campuses.  Operate multi-channel two-way radio consoles to both monitor and facilitate communications between law enforcement, campus service/security officers, fire, medical, emergency management, parking and transportation services, and USNH institutions.  Monitors simultaneous transmissions from multiple frequencies while accurately keeping a record of times and pertinent transmissions.  Emergency communications specialists must conduct themselves in a professional and appropriate manner in accordance with UNH/USNH and police department policy and mission. (50%)

• Prepare and send emergency notifications to the campus communities regarding Clery’s reportable crimes, in-progress threats, and severe impending weather, traffic advisories, or any other hazardous situation.  Makes campus-wide notifications for campus closures related to weather events or other urgent situations using RAVE Mobile Safety application.  Activates the Whelen Outdoor siren system as appropriate.  Monitors panic/burglar alarms, fire alarms, service alarms, and temperature alarms for all UNH-owned or leased property, and other USNH institutions as requested.  Participates and assists in investigations by utilizing surveillance cameras, open-source social media databases, and other resources to identify suspects, victims, and witnesses.  Summarizes information for broadcasting using clear, concise, and appropriate language in an organized, complete and accurate manner. (20%)

• Confidentially handles sensitive and legally protected information.  Queries National Crime Information Center (NCIC), Department of Motor Vehicles (DMV), National Law Enforcement Telecommunications System (NLETS) and other local, state, and national computer databases to determine the status of vehicles, persons, and property, and determine the existence of wants and warrants; accesses computer systems to provide information to and request information from other agencies.  Validates criminal history, warrant, and article entries of colleagues in accordance with Criminal Justice Information Services (CJIS) security policy.  Accurately track, monitor, and document sworn and civilian personnel movement, activities, and status in the Computer Aided Dispatch (CAD) software.  Performs informational searches in the public safety CAD system and other public safety-sensitive, PII sensitive, and public databases upon request.  Access to these systems requires trainings and certifications, as well as continuing education and testing to maintain certifications. (20%)

• Facilitate and document non-emergency requests for assistance from the public.  Maintain up-to-date information regarding campus and non-campus events that may impact resources, traffic, and/or normal activity.  Serves as the main point-of-contact after-hours and on weekends, and campus closures for all university-related inquires.  Keeps abreast and complies with all Communications Center guidelines, directives, announcements, special orders, policies, and procedures. (10%)

Requirements

Minimum Acceptable Education & Experience:

• High School Diploma or equivalent.

• Must possess a valid driver's license.

Knowledge, Skills & Abilities:

• Knowledge of Federal/State/County/Municipal or Campus Law Enforcement Agency public safety communication center policies, practices, technology and methodology.

• Knowledge of map, chart, diagram, blueprint reading.

• Involves organizing and operating multiple advanced technology and software applications with a high-level of efficiency, accuracy, pressure and extreme stress to effectively make sound decisions while handling multiple and differing tasks simultaneously.

• Demonstrated ability to react responsively in emergency situations.

• Excellent oral and written communication skills.

• Computer handling, typing/keyboarding

• Ability to multi-task to a high degree of efficiency and prioritization using multiple forms of technology including multiple computers, phones, radios and/or security & fire alarm monitoring systems simultaneously.

• Strong communications skills with the ability to read, write and comprehend the English language, including correct spelling and grammar.

• Ability to take direction and follow oral and written instructions.

• Ability to deal tactfully and professionally with others.

Preferred Qualifications: