911 Dispatcher

Position Summary:

Under the general supervision of the Dispatch Supervisor, 9-1-1- Dispatchers are responsible for the day-to-day operation of the public safety answering point.

Essential Functions:

• The Dispatcher must quickly analyze and prioritize a citizen’s request for assistance to determine if it is a life-threatening situation and what response is necessary and in what order they will be assigned help. The Dispatcher must determine if it is an emergency situation and if it requires a rescue squad, fire trucks, ambulance, Medical Helicopter service, or State Patrol and if so in which order they will be requested. The Dispatcher must also determine if it is a dangerous situation requiring additional back up assistance. When a 911 call is received the Dispatcher must know how to communicate well with various types of callers ranging from very small children, hysterical callers, callers who do not speak English, and callers having difficulty communicating because of a medical situation. The Dispatcher must be able to communicate with those various types of callers to quickly gather the necessary information to make a determination on the situation. The Dispatcher must also attempt to keep the caller calm and on the line while also paging for assistance to the necessary units. The Dispatcher must give accurate directions to the responding units and anticipate additional multiple requests.
• Once the units are dispatched the Dispatcher’s role becomes one of a key communicator relaying information between the various units as well as making additional calls to other parties such as gas companies, law enforcement officers from other jurisdictions, key holders, tow trucks, accessing warrant information or criminal histories, Probation status using statewide corrections access, etc. An infinite variety of situations are possible and there is usually excessive radio traffic and an urgency to the requests which also require judgment calls and prioritizing. There is often only one Dispatcher working and requires the Dispatcher to be able to handle multiple calls and requests during an emergency situation in addition to the normal administrative calls and activity. Dispatchers must be able to anticipate and be alert and ready for multiple outcomes for various scenarios
• The Dispatchers controls access to private and confidential information contained in the computer files. Access of this information is monitored on a State, National, and Local level and Dispatchers are held accountable for how that information is handled and who it is given to. The Dispatcher must follow policy on appropriate release of information at the request of media or the public.

Requirements:

• Must have a high school diploma or G.E.D. equivalent
• Must be at least 18 years of age
• Must pass an examination and background investigation