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Lewiston-Auburn 9-1-1

Emergency Communications System

552 Minot Avenue, Auburn, Maine 04210

207.786.5380 \~\~ 207.795.0743 fax

Department: Operations

Job Title: Emergency Communications Specialist

Pay Grade: Entry Level as outlined in the Collective Bargaining Agreement

Job Relationship:

A. Responsible to: Communications Supervisor (TC4), Lewiston-Auburn 9-1-1

Emergency Communications Center

B. Supervises:

C. Manner of Review and Approval of Work: Through direct observation of activities.

Employee Definition: Full-Time Union Non-exempt

Hours: Average of 37.33

Job Summary

Under the general direction and supervision of the Communications Shift Supervisor, the

emergency communications specialist serves as the vital communications link between the

public needing help and emergency services response. This entails the ability to work

independently in a high-stress environment while receiving and evaluating incoming

emergency and administrative requests for emergency services, including but not limited to

law enforcement, fire, and emergency medical services; triaging those requests for service,

providing guidance and assistance to the public in life-safety situations; and coordinating

appropriate responses to high-risk, high-stress operations, with the objective of keeping all

participants safe.

Representative Duties and Responsibilities:

Triage requests for emergency services, recognizing if a call is received from telephone,

text, video, or an automated data feed.
Demonstrating clear and effective communications with active listening, call control,

judgment, respect, and empathy.
Providing pre-arrival and post-dispatch instructions to those that are requiring assistance

during high stress situations, such as cardiopulmonary resuscitation (CPR), childbirth,

hemorrhaging, active shooter, and entrapments.
Ascertaining incident information by obtaining and verifying caller information and

location, using all available data, to determine the nature of the incident and provide

information to emergency services either verbally and/or digitally.
Utilizing proper resources to assist with callers who have mental health or language

barriers to ensure appropriate emergency services are rendered.
Determining caller location by using geographic knowledge, tools, and location tracking

capabilities when available.
Maintaining communications during life-threatening emergencies, providing

safety/lifesaving instructions, and maintaining control of the conversation until field units

arrive on scene.
Using training and operational protocols to take appropriate action such as relaying critical

information, dispatching emergency response services, or referring callers to other

agencies.
Demonstrating clear and effective communications and active listening with public safety

responders using appropriate terminology, codes, and signals. Relaying initial information

for dispatch accurately, reviewing the call for service details, and assuming incident

command until first responders arrive.
Conducting safety status checks of responders and using other available technology to

ensure on-scene responders safety.
Operating emergency, administrative, and backup communications systems effectively.
Interpreting local and regional geography to quickly and accurately identify the location of

the emergency to improve response times of field responders.
Operating multiple computer systems, computer-aided dispatch (CAD) software and

geographical information systems (GIS), state and federal clearinghouses, call handling

including tele@typewriter (TTY) and text-to-911sessions, as well as communications

systems such as radio dispatch consoles and recording systems.

Working Conditions and Job Hazards:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodation may be made to enable individuals with disabilities to perform the essential

functions. While performing the duties of this job, the employee is frequently required to sit or

stand and talk or hear. The employee is frequently required to walk. The employee is

frequently required to use hands to handle or feel objects, keyboards or controls, and to reach

with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities

required by this job include close vision and the ability to adjust focus. The noise level is

usually moderate.

The position may be asked to work shifts at any

Lewiston Auburn 911

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