911 Communications Specialist (Entry Level and Lateral)
- Summary
King County Sheriff’s Office is seeking individuals with outstanding customer service and communication skills for the position of 911 Communications Specialist. This is a great opportunity to launch a rewarding and exciting career. Communications Specialists serve as Call Receivers and Dispatchers, partnering with the KCSO Deputies in the field to serve and protect King County residents.
New 911 dispatchers complete a comprehensive training program during the first year of employment. This includes classroom training and extensive on-the-job training. After 18 months, Call Receivers will receive additional required training to advance to Dispatcher. Dispatchers use telephones and radios to provide critical information and communicate directly with and support deputies in the field. As a King County Sheriff's Office (KCSO) 911 Dispatcher, you will handle law enforcement calls only. Requests for fire or EMS assistance are immediately transferred to other agencies
Call Receiver Salary $27.24 - $32.93 hourly
Dispatcher Salary is $33.72 – $37.08 hourly
WHO MAY APPLY: This position is open to the public.- Entry level candidates must demonstrate a minimum of one-year experience providing a high level of customer service with the aptitude and skills to perform the primary duties listed in this posting.
- Lateral candidates must demonstrate previous experience in as a Call Receiver/Dispatcher for law enforcement. Lateral qualifications, training requirements and starting salary range will be evaluated on a case by case basis.
This position is a civil service position, you can access these rules at Civil Service Rules.
INFORMATIONAL WORKSHOP (virtual): To assist you in deciding if this career choice is right for you, we will be offering two (2) virtual recruiting workshops where you can learn all about the hiring processes, expectations, and work in the 911 Communications Center.
Registration is required, Send a message to KCSO911Outreach@kingcounty.gov and include; 1) your full first and last name, 2) the email address you would like them to send the meeting link to, 3) the workshop date you would like to attend. Candidates who RSVP will be emailed a link to the online workshop prior to the event.
Upcoming workshop dates and times are:- Tuesday, June 15th 5:00pm - 7:00pm (Pacific Time)
- Saturday, June 26th 11:00am - 1:00pm (Pacific Time)
- Job Duties
General job duties are as listed but not limited to the following:
- Receive, prioritize, and route emergency and non-emergency calls (such as citizen concerns or complaints) from the public, transfer calls and calls received directly from other agencies.
- Enter non-emergent caller's information and dispatches according to priority or transfer/refer to the appropriate agency. Gather information from calling parties and enters the type, location, source and all information for emergency calls into Computer Aided Dispatch (CAD) System.
- Triage emergency requests for assistance. Relay pertinent information between responders via radio.
- Assign emergency response priority by determining whether immediate response could save lives or prevent crimes.
- Route calls for assistance to the correct Dispatcher or appropriate agency, communicate with emergency agencies.
- Retrieve information from State and National computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles, restraining orders, criminal histories, parolees and other related information; relay information to officers in the field
- Manage multiple radio frequencies and radio communications simultaneously
- Communicate effectively with confused, upset, hostile, or distraught people by phone, while gathering the information necessary to send the correct responders and equipment to the scene.
- Communication center employees may hear and need to respond to graphic descriptions of violence and/or injury.
- Record information and maintain required logs, event cards and other forms during periods of computer aided dispatch down time.
- Experience, Qualifications, Knowledge, Skills
Successful candidates must demonstrate the ability to act calmly, quickly, and with accuracy in emergency situations on a continual basis and to multi-task complex situations within a short time period. Candidates will need to demonstrate a minimum of one (1) year experience providing a high level of customer service and aptitude and skills to perform the primary duties, including:
- Attention to detail and the ability to contextually shift from task to task is essential to the position
- Strong organization, flexibility, and ability to control personal emotional responses and act appropriately under high levels of stress.
- Strong people skills and high level of customer service
- Follow moderately complex oral and written instructions and to speak the English language clearly and quickly with a well-modulated voice
- Effectively communicate in write using English grammar, spelling, punctuation
- Critical thinking skills, ability to act quickly in accordance with established policy and procedures and maintain composure under pressure.
- Comprehend the basic principles of and terminology applied to law enforcement and emergency management as applied to the operation of the communications center
- Simultaneously receive emergency calls, take charge of the conversation, and gather critical information
- Follow moderately complex oral and written instructions
- Establish effective working relationships with other employees and representatives of other emergency service provider agencies; and, interact with the public pleasantly and courteously, often under stressful conditions.
- Exhibit patience and remain calm and professional while questioning callers for whom English may be an additional language, callers who may be verbally abusive, emotionally upset, uncooperative or frightened
- Maintain composure and control under adverse conditions and to cope with calls and contacts firmly, courteously, confidentially, tactfully, and with respect for the rights of citizens.
- Be personable while successfully orchestrating and executing assigned tasks
- Establish and maintain effective working relationships with employees, law enforcement and the general public. Use memory for details, verbal instructions,
- Exhibit composure and the ability to evaluate problems and apply sound judgment in a high stress, critical incident management environment.
- Type 40 wpm accurately. Ability to learn current office software programs displayed on multiple computer screens
- Work variable shifts including day shifts, swing shift, graveyard shift, weekends and holidays.
- Previous experience as a Call Receiver/Dispatcher for law enforcement 911 calls.
- Experience communicating effectively and efficiently with the public in a fast-paced environment, under stressful conditions.
- Knowledge of law enforcement terminology and/or experience in a public-safety setting.
- Fluency in another languages such as those most common in King County: Spanish, Vietnamese, Somali, Russian, Chinese, Korean, Amharic, Arabic, Ukrainian)
- Call center experience
- Experience in the use of spreadsheets, and/or database management
- Typing speed of 55 words per minute or higher
- Experience using multi-line phone systems.
Requirements Upon Hire:- Ability to maintain certification in ACCESS (state criminal database), NCIC (National Criminal Information Center) and WACIC (Washington Criminal Information Center) on a bi-annual basis is required.
- Ability to obtain additional licenses, certifications and other requirements determined to meet the business needs of the employing unit.
- One-year probationary period
First Round - applications received May 28 – June 30, 2021
July - review applications/online skills testing
August/September - Oral Board interview and in-person skills testing
September - Eligibility Register
Second Round - applications received July 1 – August 9, 2021
August - review applications
September - online skills testing
October - Oral Board interview and in-person skills testing
Candidates who pass all examinations will be placed on an eligibility list. Once the Eligibility List is certified, the background investigation begins. This is a 6-week to 3-month process. A starting hire date will coincide with the start of a new training class. Trainings are estimated to take place in late 2021 and early 2022.
"CritiCall" Technical Exam: The initial technical exam is only administered online due to coronavirus concerns. Qualified applicants will be sent a testing invitation link. To take the test, you will need a computer with a keyboard and mouse or trackpad, internet connection, and preferably headphones to use during the audio data entry sections. If you require an accommodation or need assistance to complete the online test, contact Brannon Mark at bmark@kingcounty.gov.
A Study Guide and practice test to the CritiCall exam can be found at: https://criticall911.com/documents/CritiCall_Candidate_Test_Preparation_Guide.pdf
https://criticall911.com/dispatcher-testing/applicants/
TO APPLY: Please carefully review the list of required materials before submitting your application.- Complete application via governmentjobs.com. Applications must be complete. Do not use “see resume”, this will be considered an incomplete application and candidates will not be further considered. Complete answers to all the supplemental questions
- Resume and cover letter are not required but suggested.
UNION AFFILIATION: This position is represented by Teamsters, Local 763.
CONTACT: If you have questions regarding this recruitment please contact: Brannon Mark at bmark@kingcounty.gov.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
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01You must be a current US Citizen or Legal Permanent Resident to apply for civil service positions with the King County Sheriff's Office. Are you now a United States citizen?
- Yes
- No
02Can you read, write and speak the English language?- Yes
- No
03The background of all King County Sheriff's Office employees and applicants are thoroughly checked. The required background investigation will review and evaluate driving records, criminal records, employment histories, military records, personal and employment references, and related information. A polygraph examination is also required. Are you willing to undergo a background investigation and polygraph examination as part of the employment process?- Yes
- No
04How many years experience do you have providing a high level of customer service?- None
- Less than one year
- One to two years
- Two to three years
- Over three years
05How many years experience do you have performing work that requires organization, flexibility, and attention to detail- None
- Less than one year
- One to two years
- Two to three years
- Over three years
06Do you have Lateral 911 Call Receiver/Dispatcher experience? Note, to be considered a Lateral, primary experience must be in law enforcement?- Yes
- No
07If you answered "Yes" to Lateral experience, please provide the length of your experience. (If none, select N/A)- N/A
- Less than one year
- One to two years
- Two to three years
- Over three years
08Which of the desirable qualifications do you possess? You may select more than one. If none, select N/A.- N/A
- Work experience in a fast-paced and multi-tasked public contact environment or a public-safety environment.
- Previous experience in a public-safety setting
- Fluency in one or more languages other than English
- Call center experience
- Experience in the use of spreadsheets, and/or database management
- Typing speed of 55 words per minute or higher
09Do you meet any of the automatic disqualifiers pertaining to DRUGS: •As an adult, convicted of any drug crime, felony or misdemeanor •Use of mushrooms within the last three (3) years •Use of hallucinogens (includes GHB & ecstasy; excludes mushrooms), cocaine, methamphetamine, or opiates within the last ten (10) years •Use of any other illegal drug, including steroids, within the last five (5) years •Illegal use of four (4) or more different controlled substances, including marijuana, in the last ten (10) years •Any instance of manufacturing or cultivating illegal drugs for the purpose of sale or distribution •Use of any illegal drugs while employed in a criminal justice capacity •Obtaining a prescription under false pretenses •Any instance of illegally injected amphetamines, methamphetamines, cocaine, heroin, barbiturates, or valium •Any instance of illegally using a drug after submitting an application to any Law Enforcement agency •Marijuana use will reviewed on a case-by-case basis; however, in order to increase the likelihood of continuing on in the hiring and background process, an applicant should not have used Marijuana in the last 12 months- Yes
- No
10Do you meet any of the automatic disqualifiers pertaining to DRIVING: •Conviction of Driving Under the Influence of Alcohol within the last ten (10) years •Conviction of Driving Under the Influence of Alcohol more than once •As an adult, conviction of Attempting to Elude, or Hit and Run •As an adult, conviction of Reckless or Negligent Driving 1st degree in in the last 5 years •Driving While License Suspended/Revoked, reviewed on a case-by-case basis.- Yes
- No
11Do you meet any of the automatic disqualifiers pertaining to MILITARY: •Any discharge from any military service other than honorable will be evaluated on a case-by-case basis •A dishonorable discharge remains an automatic disqualifier.- Yes
- No
12Do you meet any of the automatic disqualifiers pertaining to CRIMINAL ACTIVITY: •Any adult felony convictions •Any adult misdemeanor conviction for crimes involving theft or crimes of violence •Conviction of Minor In Possession of Alcohol within the last three (3) years •Any conviction for a sex related crime •Any instance of required registration as a sex offender, regardless of conviction status •Any conviction for solicitation of prostitution.- Yes
- No
13Any conviction for any crime classified as Domestic Violence?- Yes
- No
Required Question