Job Description

General Responsibilities Summary

Receives emergency and non-emergency calls and dispatches services in response to the calls. (PSD personnel are probationary and are closely supervised during the first 18 months of employment.)
Essential FunctionsThe list of essential functions is not exhaustive and may be supplemented as necessary. Other duties may be assigned. Regular and predictable attendance and punctuality are essential functions of this position.

Receives calls for emergency or non-emergency services by telephone or radio; determines the nature and seriousness of the situation and obtains the necessary information by questioning the caller; dispatches the appropriate service to the scene (fire units, police units, wrecker, ambulance, utility company personnel, Red Cross personnel, etc.).

Transmits request to the field units giving the location and nature of the call to the appropriate unit within the area or to the nearest available unit, as determined by priorities. Provides additional information to field units dispatched to answer calls; monitors field unit radio reports and requests for information or assistance from field units responding to calls.

Maintains a computer log of field unit locations at all times, updating continually. Maintains records/logs of all messages received and/or transmitted by first taking manual notes and then entering the message into the computer for permanent record. Maintains records of any services or streets that are out of service, reporting to correct department. Assists in maintaining current lists of hospitals, medical services, apartment dwellings, shopping centers, and streets in the City.

Receives and enters into the computer the clock in/out time for field units. Keeps track of police units working off-duty employment. Takes requests for, retrieves from the computer, and transmits to appropriate field unit, information from the ACIC/NCIC system. Receives and transmits messages to other state public safety agencies via radio or telephone.

Tests and monitors communication systems such as telephone, radios, paging systems, national alert warning system, NAWAS weather line, generators, and maintains related records as directed to ensure proper working order. Responds to and assists with EOC or incident command during field operations or emergency conditions.
Receives and provides information regarding City services after regular business hours, notifying employees scheduled to be on call of situations requiring a response.

NOTE: Weights are an approximate value of each essential area; the amount of time spent in a task area may vary from time to time.
Minimum QualificationsMust be at least 18 years of age and have some computer experience and experience in multi-tasking work environment. Must pass a Public Safety Dispatcher Test. Call center experience preferred but not required.Scope of ResponsibilityThe complexity, guidelines, supervisory controls, and supervision responsibilities described below are representative of this position.

SUPERVISORY CONTROLS:
The work is closely controlled, either by a supervisor or by the structured nature of the work. For both one-of a kind and repetitive tasks the supervisor makes specific assignments that are accompanied by clear, detailed, and specific instructions. The worker consults with the supervisor as needed on all matters not specifically covered in the original instructions or guidelines. The supervisor reviews most work.

SUPERVISORY RESPONSIBILITY:
None.

COMPLEXITY:
The work includes various duties involving different and unrelated processes and methods; the decision regarding what needs to be done depends upon the analysis of the subject, phase, or issues involved in each assignment, and the chosen course of action may have to be selected from many alternatives; the work involves conditions and elements that must be identified and analyzed to discern interrelationships.

GUIDELINES:
A number of specific guidelines are available; judgment is used in locating and selecting the most appropriate guidelines; minor deviations can be made in specific cases; significant deviations are referred to the supervisor. The employee rarely makes any decisions that affect persons or situations beyond the scope of his/her job.
Knowledge, Skills, and AbilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak in a clear, articulate manner and be clearly understood over a radio. Ability to communicate effectively with supervisor, co-workers, and subordinates.

MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

COMPUTER SKILLS:
Intermediate to advanced computer mouse and keyboarding skills necessary to quickly and accurately record emergency information. Knowledge of and skill in the operation of a communications console.

OTHER KNOWLEDGE, SKILLS, ABILITIES, OR REQUIREMENTS:
Skill and ability to effectively multi-task, processing or handling several tasks simultaneously. Ability to remember and manage details. Ability to process information quickly, assign priorities, and make correct dispatch decisions. Skill in obtaining critical information from persons reporting emergency situations. Ability to maintain concentration on radio or telephone calls despite distractions. Ability to interact with diplomacy and tact with citizens and other employees, often under very stressful conditions. Ability to establish a positive and effective working relationship with supervisor, co-workers, and any other persons with whom the incumbent comes into contact. Ability to accept supervision and respond to constructive criticism in a pleasant, calm, unemotional, and cooperative manner. Ability to obey all city rules and regulations, safety rules, and operating procedures. Ability to calmly function in tense and/or unpleasant situations as necessary. Requires initiative and trustworthiness including the ability to work industriously and productively without constant supervision.

EQUIPMENT TO BE OPERATED:
Headset(s), computers, radios, and telephones.
Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate with occasional distractions. Duties involve the responsibility for the safety and well-being of citizens of the city. The employee is frequently required to receive emergency information and make correct dispatch decisions. Work conditions can be stressful due to these requirements. The 9-1-1 Center is a 24-hour operation. . Employee may be called to work during emergency conditions.

Physical Demands and Driving RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to maintain a record of regular and predictable attendance and punctuality is required. While performing the duties of this job, the employee is regularly required to sit at a console; to handle, hold or manipulate a keyboard and mouse, telephone, pens, paper, etc.; reach across a desk or counter; and talk with and hear persons accurately, often under extreme conditions. The employee is required to wear a headset. Vision requirements include close vision and the ability to adjust focus for working with a computer screen.

The employee may be required to drive or operate the following vehicles or equipment.

A Class D driver's license and good driving record are required and must be maintained throughout employment. Vehicles or equipment required to be operated in this position are:

Passenger car

Pay: $22.11 - $29.63 per hour

Benefits:

457(b) Dental insurance Dependent health insurance coverage Employee assistance program Flexible spending account Health insurance Life insurance Military leave On-the-job training Paid time off Retirement plan
Work Location: In person