Dispatcher – Emergency Services

Position Summary:

An employee in this class will be trained as a call-taker or dispatcher in one (1) discipline. Work is reviewed by evaluating taped calls, as well as reports from citizens, and public safety personnel during periodic evaluations. Position performs a range of public safety communication a 24-hour public environment processing and prioritizing EMS, fire, and law enforcement calls. The work of this class involves no supervisory duties or responsibilities.

Essential Functions:

• Answers calls for service on non-emergency and emergency 9-1-1 phone lines as well as a deaf TTY, direct lines into the Communications Center, and pre-recorded phone alarms. Elicits information rapidly, records and enters data into computer-aided dispatch system. Frequently screens and transfers calls to surrounding public service agencies.
• Trains to dispatch accurately and effectively to police, and/or fire, ambulance and rescue apparatus responding to the scene of emergency calls via a two-way radio system.
• Prioritizes and assigns appropriate units using National Academy of Emergency Dispatch protocols.
• Impacts lives via telephone by providing pre-arrival instructions.
• Provides cordial, responsive, and accurate customer service.
• May be required to activate sirens and pagers to advise fire and ambulance personnel of incident and assist in calling and obtaining personnel and resources necessary to adequately handle the incident.
• Prepares and maintains Communication Center’s files and information which assist in the efficient dispatching of emergency personnel and equipment, including but not limited to maps, road indexes, road maintenance/closure status, bridge closures, hydrant out-of-service status, fire protective system status, apparatus status, mutual aid status, EMS and law enforcement capabilities, phone numbers, hospital status, and area-controlled burnings.
• Enters and retrieves computer data pertinent to criminal history, motor vehicle, and drivers’ license information, utilizing NCIS, MILES, and NLETS.
• Research information on past and present incidents, in-house warrants, criminal summons, and arrest records via CAD system.
• Refers the public to the appropriate agency or custodian of records regarding their inquiries. Provides directions when needed, conducts inquiries, and makes phone calls for police, fire and EMS personnel as needed.
• Deviates from normal written and established procedures during periods of unusually heavy incoming phone or radio traffic, when necessary and advised to do so by a supervisor. May be required to prepare written reports and documents.
• Maintains appropriate security and confidential information created or encountered in the performance of assigned duties.
• Monitors safety of field units.

Requirements:

• High School Diploma or G.E.D. Associates degree in Emergency Services or related field preferred.
• Must be at least 18 years of age.
• Successful completion of training and Dispatcher (Probationary) requirements, which must include at least three (3) months of call taking or dispatching experience.
• Successful completion of the National Incident Management (NIMS) training within one (1) year of employment.
• Possession of a valid Class “C” non-commercial driver’s license with no more than three (3) points.
• Must be able to type 35wpm prior to release from initial probationary period.
• Must maintain a minimum of 90% on all Quality Assurance scores for protocol compliance.