Public Safety Dispatcher

Job Summary

Receives community 9-1-1 emergency and non-emergency phone calls and analyzes, processes, and disseminates emergency and non-emergency information via telephone, radio, computer, and in-person; dispatches public safety personnel in response to service requests and prioritizes and assigns appropriate resources.

Works under the general supervision of the Public Safety Dispatch Supervisor and/or designee, who outlines detailed work assignments, frequently reviews work in progress, carefully reviews completed work, and performs quality assurance oversight.

Representative Duties

Receives and records emergency and routine business calls by actively listening, appropriately controlling conversations, and expeditiously gathering pertinent and relevant information.

Inquires, interprets, verifies, receives, and disseminates information from law enforcement computer networks relating to wanted persons, stolen property, vehicle registration or other required information.

Dispatches City public safety and/or contacts other resource agencies, in accordance with prescribed procedures.

Prioritizes and assigns appropriate resources for emergency and non-emergency service calls.

Monitors alarm systems and initiates appropriate action upon activations.

Provides the public with basic instructions to safeguard persons in hazardous conditions, including first aid and medical emergencies prior to arrival of trained emergency response personnel.

Investigates complaints from the public.

Maintains logs and records to police officers, fire units, the general public, and other public safety agencies as required.

Provides training to new Public Safety Dispatchers and other personnel in dispatch procedures, as assigned by leadership.

Performs other related duties, as assigned.

Requirements

Knowledge of:

Principles, practices, and techniques of public relations
Office practices and procedures
Emergency dispatching procedures and techniques
Computer Aided Dispatch software and desktop computer operations
Public safety radio operations and procedures, local streets, classification of crimes and recognition of common public safety codes
Effective customer service techniques

Ability to:

Operate a Computer Aided Dispatch (CAD) computer system, video display terminals, multiple radio frequencies and associated equipment
Perform public safety dispatching methods using various communications equipment including Computer Aided Dispatching (CAD) equipment or similar equipment
Operate various telephone, radio communication and Computer Aided Dispatching (CAD) equipment simultaneously under stress
Learn to use law enforcement and telecommunications databases and other applications in an appropriate manner
Learn fire equipment and resource capabilities and develop strategy for various types of fire and rescue emergencies
Keep accurate records
Memorize numerous codes, streets, addresses, and computer functions
Provide high quality, efficient and professional customer service while working in normal conditions and in emergency situations
Establish and maintain effective and cooperative working relationships with co-workers, other City employees, employees of other agencies and the general public
Speak clearly in a well-modulated voice using proper diction
Maintain emotional stability and patience while working in a fast-paced and stressful environment
Handle multiple tasks and priorities simultaneously
Provide training to new public safety dispatchers and other personnel in dispatch procedures, as required
Remain calm, think quickly, logically and clearly while being able to react appropriately and quickly in crisis and routine situations
Work independently and exercise independent judgment, discretion, maturity and confidence
Work within an established chain of command organizational structure, accept constructive criticism and maintain confidentiality
Provide effective customer service

Skill in:

Speaking clearly, distinctly, calmly, and correctly with even modulation
Typing at a corrected speed of 35 words per minute
Multi-tasking by simultaneously talking on the telephone/public safety radio and typing into a computer
Using a personal computer and applicable software applications
Memorizing, retaining, and recalling information in a fast-paced environment

REQUIREMENTS

Minimum Qualifications:

Education: Graduation from high school or the equivalent.

Experience: One year of recent, paid work experience involving heavy public contact. Public contact must include assisting the public by telephone. Recent, paid work experience performing radio dispatching and call center duties is desirable.

Licenses and Certificates:

Must obtain and thereafter maintain a POST basic dispatcher certification within one year from date of hire. Must obtain an Emergency Medical Dispatch certificate and accredited certification in Cardiopulmonary Resuscitation within six months from date of hire.

Working Conditions:

Work is performed indoors in an office environment. Use of a headset to listen and respond to radio transmission is required. Requires the simultaneous use of several computer keyboards, mice, and monitors. Physical demands include sitting for long periods of time in front of a video display terminal.

Stressful conditions often occur when dispatching and responding to emergency and non-emergency calls. Must deal cooperatively with a wide variety of individuals. Holiday, weekend, overtime, and night work is required.

Supplemental Information