Job Details

Job Title

Emergency Communication Center Operator

Job Description

To provide a single access point for emergency personnel, airport administration and the general public to obtain information and report incidents to initiate public safety responses.

Major Responsibilities

• Answer and prioritize responses to airport 911, aircraft emergency, paging calls and information calls.
• Dispatch Police, Fire, Medical, and Operations to calls for assistance, and transfer other calls to appropriate department or agency
• Serve as communication coordinator during Police, Fire, EMS, and Operations incidents
• Monitor pagers and radios and announce information related to emergency incidents
• Provide telephone answering support to Airport Administration
• Provide non-law enforcement services including processing lost and found items, issuing or retrieving badges and keys, fingerprinting, etc.
• Assist Airport users with paging services, flight information and related services
• Act as after-hours point of contact for vendors, deliveries, etc.
• Prepare reports and maintain activity records in physical and electronic filing systems
• Monitor CCTV cameras, TSA alarms, CCAS alarms and building fire alarms
• Work shifts encompassing a 24-hour day, seven-day week; inclusive of odd hours, days, evenings, nights, weekends and holidays
• Perform other duties as assigned

Qualifications

Education/Experience:

• High school diploma or GED
• One year of customer service experience in a fast-paced environment
• Experience operating multi-line telephone systems and/or two-way radios preferred
• Experience operating computers and keyboard
• An equivalent combination of education and experience may be considered

Knowledge/Skills:

• Able to read, write, speak and understand English
• Have good written and verbal communication skills and a clear speaking voice
• Able to read and understand rules, regulations, policies, and procedures
• Able to analyze situations quickly, calmly and objectively to determine appropriate response
• Able to establish and maintain good working relationship with co-workers and persons using/interacting with the Communication Center
• Able to handle telephone inquiries, comments, and complaints in a polite, professional manner
• Have knowledge of first aid principles
• Able to keyboard at 35 wpm

Physical Requirements:

• Requires the ability to lift, carry, push and pull objects up to 30 pounds.
• Job functions require sitting and standing for extended periods; walking intermittently; frequently reaching; occasionally lifting and carrying; minimal stooping, kneeling, and bending.
• Extensive wrist and hand movements required for frequent keyboarding and use of equipment.
• Able to perform close work to read and use computer required. Must have color vision and ability to adjust focus and read small print.
• Able to operate a computer, fax, telephone and other office equipment
• Requires the ability to continuously exchange information through listening and talking with customers, coworkers, and other individuals. Must be able to communicate clearly via phone, two-way radio, and written communication methods.
• The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Security/Safety:

• No felony or gross misdemeanor convictions within the last 10 years
• Must be able to obtain and maintain an Airport security badge as a condition of employment
• Must complete Washington State Patrol ACCESS Level 1 training within six months of hire
• This is a safety sensitive position.

Supplemental Information

WORKING CONTACTS WITH OTHERS (INTERNAL AND EXTERNAL): Regular contact with the public, employees, government agency staff and management.

WORKING CONDITIONS, TRAVEL, ENVIRONMENT AND POTENTIAL HAZARDS: Office environment.

EQUIPMENT OPERATION REQUIRED: Personal computer and related software, phones, copier and other office equipment.

Spokane Airport provides a generous benefit package. Currently, we cover employee at 100% and dependents at 90% of the premium cost. We offer four plan choices for medical coverage (includes vision) through Kaiser Permanente. The Airport contributes to a Health Savings Account (HSA) for high deductible plans and a Health Reimbursement Account (HRA) for the other plans. Dental coverage is through MetLife. Additionally, the Airport provides life insurance at two times the annual salary. Optional life insurance is also available. Short term and long term disability is also provided by the Airport. Retirement is through the Washington State Department of Retirement System - PERS Plan. The Airport provides an employee assistance program through BHO, and an employee wellness program. Parking is provided. The Airport recognizes 11 holidays. Vacation is earned at eight (8) hours a month for the first five (5) years and increases every five (5) years. Sick leave accrues at eight (8) hours a month. The Airport also provides military and jury leave.