DISPATCHER

Dispatcher Grade 9

The Dispatcher is responsible for efficiently and effectively managing emergency and non-emergency communications, ensuring public safety through timely response and coordination of services. Employee is required to perform all similar or related duties.

Essential Functions:

• Answers 911 emergency calls, non-emergency calls and inquiries from the public.
• Ascertains pertinent details of all calls, gathers all necessary information to relay to responders with a focus on responder safety, and prioritizes incidents based on their nature and time factors.
• Provide pre-arrival instructions and emergency guidance to callers when necessary.
• Performs Emergency Medical Dispatch by utilizing the proper standardized questions, response coding, and provides correct life saving instructions to callers seeking medical assistance.
• Coordinates with area tow companies by request of on scene responders.
• Coordinates with Springfield District court to establish bail.
• Manages the deployment of Police, Fire and Emergency Medical personnel and response vehicles for emergency and non emergency situations, including monitoring the location and status of units in the field to ensure efficient response.
• Use Computer-Aided Dispatch (CAD) system and other logs or databases to maintain accurate and official documentation regarding the location, safety, and status of personnel and apparatus, as well as the details of all incidents and resource assignments.
• Monitors multiple radio channels simultaneously.
• Responsible for accurate information being sent to the appropriate personnel.
• Broadcasts pertinent weather bulletins, civil defense bulletins, announcements, criminal activity bulletins and any other information as directed by the Director and Police or Fire personnel.
• Perform authorized functions using the CJIS/LEAPS/NCIC and RMV systems to access information related to criminal records, warrants, missing persons, motor vehicle licenses, registrations, and other data, in accordance with the regulations of the Criminal History Systems Board.
• Assists the general public with any questions or complaints.
• Performs other related duties as assigned.

Recommended Minimum Qualifications: Education and Experience: An Associate's degree from an accredited two-year college in criminal justice, communications, public safety, or a related field is preferred. A minimum of one (1) to three (3) years of experience in emergency dispatching, public safety communications, or a closely related field is strongly desired. An equivalent combination of education, training, and professional experience that provides the required knowledge, skills, and abilities to perform the essential functions of the role will be considered. Prior experience with emergency services operations and familiarity with Massachusetts public safety protocols is highly advantageous. Special Requirements: Must pass a comprehensive background investigation, including a CORI/SORI check. Must be available to work various shifts, including nights, weekends, and holidays, and be subject to mandatory overtime. Must be able to obtain and maintain valid certifications in the following, in accordance with Massachusetts state law and departmental standards:

• First Responder CPR Certification
• Next Generation 911 (NG911) Certification
• LEAPS/NCIC (Law Enforcement Agencies Processing System/National Crime Information Center) Certification
• CORI (Criminal Offender Record Information) Certification
• Emergency Medical Dispatch (EMD) Certification
• APCO (Association of Public-Safety Communications Officials) Basic Telecommunicator Certification
• FEMA ICS-100 (Introduction to the Incident Command System)
• FEMA NIMS IS-700 (An Introduction to the National Incident Management System)

Knowledge, Abilities and Skill: Knowledge:

• Solid understanding of emergency dispatch procedures, protocols, and best practices.
• Basic knowledge of public safety operations, including police, fire, and emergency medical services.
• Familiarity with geographic areas served, including streets, landmarks, and jurisdictional boundaries.
• General understanding of radio communication systems and computer-aided dispatch (CAD) software.
• Awareness of confidentiality regulations and data privacy standards related to emergency services.

Abilities:

• Ability to manage and prioritize multiple tasks with accuracy and attention to detail in high-stress and fast-paced environments.
• Ability to effectively handle emergency situations and calmly assess and respond to rapidly evolving incidents.
• Ability to interact with the public, emergency personnel, and coworkers in a professional, courteous, and empathetic manner.
• Ability to remain composed and communicate clearly under pressure, including calming distressed or panicked individuals to gather critical information.
• Ability to operate various communication and computer systems, including CAD, radios, and telephony equipment.
• Ability to maintain accurate records and manage confidential information in accordance with policies and regulations.
• Ability to build and maintain cooperative working relationships with Town employees, public officials, and members of the community.

Skills:

• Strong oral and written communication skills, including the ability to speak clearly, concisely, and effectively.
• Excellent organizational and time management skills, with the ability to maintain focus and productivity under pressure.
• Proficient keyboarding and data entry skills with a high level of speed and accuracy.
• Competent in the use of standard office software, dispatch-specific programs, and communication tools.
• Skilled in critical thinking, problem-solving, and decision-making during urgent and high-stakes situations.