Public Safety Tele-Communicator
Incumbents are responsible for incoming calls for police, fire, medical and other emergency assistance and dispatches appropriate units via radio and telephone. Responsibilities may include receiving and responding to emergency and non-emergency calls from the public; coordinating and relaying information; data entry and basic clerical duties; and maintaining daily radio logs. Receives direct supervision from the Public Safety Tele-Communicator Supervisor or higher level management staff.
Typical Class Essential Duties
1. Receives and routes telephone calls reporting situations and incidences of an emergency or life-threatening nature; questions callers and solicits information; determines priority in accordance with established procedures; and maintains operational records and logs.
2. Dispatches appropriate units to specific calls utilizing a radio console; tracks calls and notifies appropriate individual(s) of situations requiring their attention.
3. Monitors the status and location of all public safety units.
4. Enters, updates, and retrieves information from CAD (Computer Aided Dispatching) and NCIC (National Crime Information Center).
5 Performs basic clerical work including typing, filing, gathering information and telephone use.
6. May provide general customer service and communicates with the public regarding fees, policies, rules and general information about the facility or event.
7. Represents the City of Casper by responding to the public, citizens, its employees, and others in a prompt, professional, and courteous manner while continuously maintaining a positive customer service demeanor.
8. Follows all City safety procedures. Reports all accidents/incidents immediately to supervisor.
9. Performs other duties of a similar nature or level.
Knowledge (position requirements at entry):
• Proper English, including spelling, punctuation and grammar.
• Customer service principles.
• Recordkeeping principles.
• Computers and related software applications.
• Modern office practices and procedures.
Abilities (position requirements at entry):
• Work a variety of shifts including nights, weekends, holidays and serve on 24-hour call out.
• Learn City geography including street names, number systems, directional orientation and major landmarks.
• Maintain attention to detail in a work situation with frequent interruptions.
• Learn terminology and procedures used in emergency radio and telephone communications.
• Learn complex multi-line telephone, radio, computer and teletype systems.
• Organize and/or prioritize to be efficient and effective with multiple tasks.
• Respond to inquiries, complaints and requests.
• Perform a variety of office and computer tasks.
• Handle multiple phone calls at the same time.
• Maintain a neat and professional appearance.
• Communicate effectively verbally and in writing.
• Follow written and verbal instructions.
• Operate a variety of modern office equipment and tools.
• Work under pressure, exercise good judgment and make sound decisions in emergency situations.
• Assess and prioritize emergency situations.
• Maintain confidentiality.
• Establish and maintain effective working relationships with those contacted in the course of work.
Skills (position requirements at entry):
• Operating in a courteous, knowledgeable and tactful manner with staff and the general public.
• Oral and written communication sufficient to exchange or convey information and to receive work direction.
• Performing a variety of office and computer tasks.
• Operating modern office equipment, software and operating systems/applications.
• Customer service and telephone etiquette.
• Remaining calm in stressful situations.
• Maintaining records and logs.
• Active listening.
• Proficient typing.
Training, Experience & Certifications
Training and Experience
• No previous training or experience required.
• High school diploma or equivalent (G.E.D.) required.
• Demonstrate ability to type a minimum of 55 WPM, with no more than 10 errors, prior to hire date.
• Completion of intense dispatch training within 30 weeks of hire.
• Possession of, or ability to obtain, an Emergency Medical Dispatcher (EMD) certification within two years of hire.
• Possession of, or ability to obtain, a Peace Officer Standards & Training (POST) Dispatch certification within two years of hire.
• Possession of, or ability to obtain, a Cardiopulmonary Resuscitation (CPR) certification within two years of hire.