MULTI AGENCY COMMUNICATIONS CENTER JOB DESCRIPTION

 

GENERAL DESCRIPTION

The Multi Agency Communications Center Administrative 911 MSAG Coordinator will perform duties of all data base activities within the 9-1-1 addresssing system which includes all telephone databases. Other Administrative duties will be performed as assigned.

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Familiar with the Emergency Service Zone boundary maps for Grant County
• Maintain an official list of Emergency Service Numbers (ESN), given the range of numbers assigned by the host telephone company for the 9-1-1 service area
• Definition and management of default ESN assignments where required
• Maintain and defining jurisdictional boundaries
• Coordinate with the County MSAG person for updates and management of the Master Street Address Guide for county and all jurisdictions within county
• Obtain cooperation from participating jurisdictions and agencies verifying street names, spellings, number ranges and accuracy
• Work with telephone companies, emergency service agencies, jurisdictions and related entities to resolve 911 data discrepancies (i.e. Record not Found, etc)
• Working with data base provider (Intrado, Sprint, Qwest, TSI, etc) and or/Local Service Providers to investigate and resolve discrepancies in Automatic Number Identification (ANI) and Automatic Location Information (ALI)
• Work closely with county/city planners and the US Postal Services for agreement with their records, GIS systems and all MSAG address information
• Monitor annexations and make changes in geobase database
• Coordinate with county, city or other officials to receive new street names being created in subdivisions of land
• Monitor and make appropriate changes to street number range extensions that sometimes involve additional jurisdictional areas
• Coordinate with 9-1-1 Coordinator to receive changes in jurisdictional and/or dispatching responsibilities
• Coordinate with 9-1-1 Coordinator, ALI/DBMS Service Provider and Local Service Providers to assure accuracy of ALI records resident in the 9-1-1 ALI database
• Coordinate with Spillman Administrator to interface with Spillman CAD records
• Coordinate with Wireless/Wireline, VOIP carriers, and Competitive Local Exchange Carriers (CLECs) to ensure correct trunking default ESN assignment
• Coordinate with wireless carriers to obtain maps of cell site and sector (foot print) of coverage areas
• Coordinate with LEC's, CLECs and wireless companies to obtain details about company's service areas, NXX assignments, NENA Company ID, 24 X 7 can be reached telephone numbers and contact list of 911 personnel
• Oversee annual ALI database and 911 MSAG audit
• Attend 911 MSAG training in accordance with the state contract policy to maintain skills and share best practices
• Have an advanced level of skills and knowledge in fire, ems, and law dispatch operations.

a. Excellent interpersonal skills. The ability to demonstrate diplomacy and credibility when interacting with colleagues is essential. The QICs colleagues may come from many emergency service dimensions, so an ability to converse well at all levels is appropriate.
b. Generous, empathic, and calm demeanor. When dealing with the various personality types found in emergency communications centers, the QIC will encounter many stressful situations. It is imperative that these situations be handled well.
c. A methodical and organized manner. This helps to ensure the continuing fundamental values and needs of quality improvement.
d. Awareness of the needs and feelings of the dispatch personnel

 

COMPETENCIES:

To perform the job successfully, an individual must demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully and makes decisions based on research experience and within the scope of their responsibility Follows chain of command; Develops alternative solutions; Able and willing to comply with all rules, policies, regulations and procedures whether in agreement or not.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Treats people with respect even when under pressure; Inspires trust by keeping commitments, maintaining confidentiality and supporting everyone's efforts to succeed; Able to accept criticism objectively and in a constructive way; Maintain emotional control and objectivity while directly involved in high stress situations; Keeps emotions under control; Remains open to others' ideas and tries new things; Uses work time in an efficient and productive manner; Shares experience with others; Maintain confidentiality in all manners relating to information obtained during the course of employment; Ability to accept criticism objectively

Communications Oral/Written - Ability to provide a positive representation of Multi Agency Communications Center. Writes clearly and informatively; Edits work for spelling and grammar; Ability to understand and follow complex oral and written instructions; Able to read and interpret complex oral and written instructions; Ability to perform several tasks simultaneously; Work as a "team-member" and establish good working relationships.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed;

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness

Ethics - Treats people with respect; even when under pressure; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values

Organizational Support - Follows policies and procedures; Supports organization's goals and values; Comply with all lawful rules, policies, regulations and procedures whether in agreement or not.

Judgment - Able to define problems, collect data, establish facts, and draw valid conclusions; Deal with abstract situations and apply common sense solutions

Professionalism - Approaches others in a tactful manner; reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Maintain Multi Agency Communications high standards for professionalism even in the absence of reciprocal behavior.

Quality - Demonstrates accuracy and thorough quality of work; Looks for ways to improve and promote quality Applies feedback to improve performance; Monitors own work to ensure quality

Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events

Attendance/Punctuality - Attendance is a condition of employment; Able and willing to attend mandatory training and meetings after normal work hours; Arrives at meetings and appointments on time

Dependability - Follows managements direction and takes responsibility for own actions and completes tasks in a timely manner; Takes responsibility for own actions; Keeps commitments

Initiative - Undertakes self-development activities; Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed; pursues training or development that would enhance productivity.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Other Knowledge, Skills, and Abilities

• Work multiple time sensitive tasks and issues in response to visual and sound stimuli with a high degree of accuracy
• Ability to type a minimum of 40 words per minute while
• Knowledge of the geography of all agencies served including the location of streets, important structures and landmarks
• Ability to be reliable and dependable and report for work on a consistent and predictable basis
• Have knowledge of basic computer data entry

QUALIFICATIONS

Education and/or experience

• High School diploma or equivalent.
• Five (5) years of consecutive full-time public safety communications experience in a 911 communications environment receiving, evaluating, transmitting and monitoring emergency requests via telephone and/or radio for police, fire and medical services

Work Environment/Conditions
While performing the duties of this job, the employee is regularly required to use hand to finger, handle, or feel. Approximately 90% of duties performed are in a seated position in a secure Communications Center. There is limited opportunity for physical movement. The employee must reach with hands and arms and talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus. Individuals must sit while observing a computer display screen under low lighting conditions for long, uninterrupted periods of time.

Individuals must be free from physical impairments that with or without reasonable accommodation would interrupt continuous performance

Other Qualifications

• Proof of eligibility to work in the United States of America
• Must be able to successfully satisfy a thorough personal history background check, which will include a criminal history check and driving record check. A psychological and polygraph examination may also be required.

Certificates, Licenses, Registrations
Valid Washington State Driver's license required