911 Emergency Medical Dispatcher

State of New Hampshire Job Posting

Department of Safety

Division of Emergency Services & Communications

110 Smokey Bear Boulevard, Concord, NH 03305

HIRING MULTIPLE CANDIDATES

911 EMERGENCY MEDICAL DISPATCHER

(Telecommunication Specialist I)

The projected hire date for these positions is Friday, July 12th, 2024

The starting wage range for these positions is $22.06 - $29.43 per hour

Multiple Shifts Available:

1st (no differential)

2nd ($1.20/hr differential)

3rd ($1.50/hr differential)

Rotating ($1.20/hr differential)

The State of New Hampshire, Department of Safety, Division of Emergency Services & Communications, has several full-time vacancies for Telecommunications Specialist I's (43-5030 DISPATCHERS-5). These positions have 40-hour work weeks and are non-exempt.

SUMMARY:

Operates a state-wide emergency telecommunications computerized console system to receive, assess, make judgment, and forward to appropriate emergency service providers emergency request for police, fire, or medical assistance. Provides life sustaining instructions for medical patients until arrival of responding medical personnel while following strict division, State, and national standards and policies.

RESPONSIBILITIES:

Operates complex, multi-screen, computerized telephone system to answer Enhanced 9-1-1 calls, Next Generation 9-1-1 technology to process emergency messages via current technology such as text messaging, and agency developed, multi-functional mapping system to locate cellular callers from the public requesting immediate emergency assistance.

Interrogates callers in emergency situations, interprets responses, makes assessment and judgment of issues reported, and transfers those calls to appropriate emergency service providers by using sophisticated logic and reasoning ability.

Determines what pre-arrival life support instructions are required for medical calls including, instructions for airway management, CPR, the Heimlich maneuver, and childbirth in accordance with national standards for accreditation and local quality assurance standards set for this agency by the New Hampshire Medical Control Board.

Consistently utilizes skills necessary to control a diverse range of callers in fluid, critical, difficult, or unusual situations, consulting with supervisors as needed while maintaining a high alert status during periods of sustained high stress, mental fatigue, and complex conditions to effectively assist the callers in need.

Maintains a professional level of customer service and sensitivity throughout all aspects of processing calls to provide the public with accurate and timely responses while simultaneously providing dispatch agencies with accurate information, support and collaboration necessary to result in the best outcome for callers.

Operates TTY/TDD (Teletypewriter/Telecommunications Device for the Deaf) Telephony keyboard, which requires training in American Sign Language Gloss to assist callers with hearing impairments. Provides language services to non-English speaking callers.

Assists with mentoring new employees in the overall E 9-1-1 process, including the use of standards, procedures and equipment as well as record keeping and database updates. Assists with educating first responders and dispatchers of the features of the EMERGENCY MEDICAL system and call processing.

Monitors 9-1-1 data to get real-time information about emerging threats, such as flu epidemics, poisonings or biological attacks, provides key surveillance and operational information to public health and safety partners.

Corrects address discrepancies by entering information directly into the Automatic Location Information (ALI) Discrepancy Database.

MINIMUM QUALIFICATIONS:

Your Experience Counts See Per 405.01.

1.5 Years of additional relevant experience = Associate's Degree

3 Years of additional relevant experience = Bachelor's Degree

4.5 Years additional relevant experience = Master's Degree

Education: High school diploma or high school equivalency credential. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Five years of experience in a service-oriented position such as paramedic, firefighter, EMERGENCY MEDICAL technician, dispatcher, law enforcement, public safety, food service, teacher, outside customer service, or a related field, involving a high volume of interactive public contact, requiring the need for quick response and accuracy, as well as multitasking ability, while working in a stressful environment.

License/Certification: Must be able to obtain certification as an Emergency Medical Dispatch and certification as a TTY/TDD operator within ninety (90) days of hire. Certifications obtained after hire must be maintained for duration of employment at the discretion of the agency.

SPECIAL REQUIREMENTS:

1. For appointment consideration, Telecommunications Specialist I applicants must successfully participate in various assessment tools administered by the New Hampshire Department of Safety, Bureau of Emergency Communications, such as a multiple choice written examination, a job compatibility assessment, a computer-based dispatch simulation, and a structured interview. These assessments are designed to measure possession of knowledge, skills and abilities identified by the agency as necessary for satisfactory job performance.

2. Prospective appointees must possess normal hearing and qualify in a controlled substance screening test, as determined by the Bureau of Emergency Communications.

3. Selected candidate will undergo a criminal background check and motor vehicle records check in order to ensure suitability for exposure to confidential information. Thereafter, both checks will be conducted annually.

4. Selected candidates will be required to attend and successfully complete an intensive multi-week training program of classroom and on-the-job training with regular evaluations to ensure compatibility, suitability and ability to learn the complex computer systems, equipment, processes, procedures, and regulations while providing first-rate customer service in an expedient, timely, accurate and courteous manner in a high volume, stressful environment. Continued employment is contingent upon successfully completing all aspects of the training program within the first 4 months of employment.

5. May be required to work a flexible schedule including, but not limited to, early morning, evening and/or weekend hours. May be required to work at either Laconia or Concord locations for periods of time.

DISCLAIMER STATEMENT: The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

For further information please contact Michele Favre, Training Development Manager, at Michele.L.Favre@DOS.NH.GOV or at (603) 366-3059.

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits is based on the employee's union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.

See this link for details on State-paid health benefits:

https://www.das.nh.gov/hr/benefits.aspx

Value of State's share of Employee's Retirement: 13.85% of pay

Other Benefits:

* Dental Plan at minimal cost for employees and their families ($500-$1800 value)

* Flexible Spending healthcare and childcare reimbursement accounts

*State defined benefit retirement plan and Deferred Compensation 457(b) plan

*Work/life balance flexible schedules, paid holidays and generous leave plan

*$50,000 state-paid life insurance plus additional low-cost group life insurance

*Incentive-based Wellness Program (ability to earn up to $500)

Total Compensation Statement Worksheet:

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

Want the specifics? Explore the Benefits of State Employment on our website:

https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf

https://www.das.nh.gov/hr/index.aspx

EOE

TDD Access: Relay NH 1-800-735-2964