Public Safety Dispatcher

Job Title

Public Safety Dispatcher

Job Description

The incumbent is responsible for coordinating and managing the efficient movement of personnel, vehicles, and resources to ensure timely and effective public safety responses. Serving as the vital communications link between the public and the City of Madison Police Department and Madison Fire/Rescue, the incumbent is often the first point of contact via phone, text, or video. This role requires prioritizing and dispatching emergency and non-emergency calls, providing critical guidance to the public, and maintaining the safety of field responders. The incumbent operates multiple computer systems, including CAD, radio consoles, fire station alerting, and records management software, while working independently and as part of a team in a high-stress environment. Exceptional professionalism, accuracy, situational awareness, confidentiality, and the ability to work irregular hours, weekends, and holidays are essential.

Examples Of Responsibilities

Maintains focus on caller and first responder safety at all times. Receives, processes, and prioritizes incoming requests for Law Enforcement, Fire/Rescue, Animal Control, and Code Enforcement. Evaluates and triages calls rapidly to determine priority, jurisdiction, and appropriate resources. Maintains control of high-stress calls, providing clear instructions to callers, including irate, mentally ill, suicidal individuals, or victims of serious crimes or life-threatening injuries. Delivers professional customer service with life-saving guidance based on call nature and scene conditions. Utilizes and monitors a multi-channel P25 radio system to dispatch Police Officers, Firefighters, Paramedics, and other city services for emergency and non-emergency situations. Monitors responder safety via periodic radio checks and location verifications. Operates complex computer-aided dispatch (CAD) systems to track unit times, events, and locations. Operates advanced fire station alerting systems (MACH Alert) to notify personnel of incoming calls. Operates virtual telephone systems, TTY systems for the deaf, 3SI Tracker, Prepared911, RapidSOS, Flex, and NCIC. Uses mobile data terminals (MDT) and automatic vehicle locators (AVL) to relay call information and maintain communications with field units. Maintains familiarity with major city and county landmarks, roads, streets, buildings, and infrastructure to accurately guide responders. Notifies public utilities, critical infrastructure teams, and Norfolk Southern of damage, danger, or disruptions. Maintains contact with Huntsville Airport Authority and Intermodal Terminal for aircraft/rail emergencies. Communicates with law enforcement, Fire/Rescue, medical, and other agencies to facilitate mutual aid and joint incidents. Notifies auxiliary or callout personnel, including chain of command, investigators, chaplains, canine units, drone units, traffic safety units, SWAT, and negotiators. Addresses minor citizen issues and requests that do not require field response. Accurately documents all call details in internal and external databases, ensuring records are court-ready and legally compliant. Provides critical documentation for subpoenas and legal discovery when required.

Job Conditions

Work takes place in the Huntsville-Madison County 911 Center, a joint, multi-agency public safety answering point (PSAP) which operates 24hrs a day and houses 8 different agencies. The 911 center environment, while professional, can at times be loud and distracting depending on call volume and the type of critical incidents being addressed. Dispatchers must be able to function in these conditions when necessary. Dispatchers generally work 12-hour work schedule, assigned to either days or night shift with shift change occurring at 6am and 6pm. Shifts are determined by staffing needs, seniority and preference. Dispatchers must be prepared to work various shifts and assignments, including holidays, weekends and odd or irregular hours. The center is equipped with showers, laundry, vending and sleeping areas for extended stays due to weather or other critical incidents. Most of the workday, aside from breaks is performed in a stationary setting surrounded by multiple computerized control panels which require detailed handling. Dispatchers may choose to work seated or standing with consoles that adapt to height and are equipped with built-in fans and heaters for comfort. Headsets are worn at all times when on duty and on the operation floor to ensure active monitoring of radio channels and field units. Once released from training, Dispatchers are issued a uniform allowance and will purchase embroidered department golf shirts to be worn while on duty based on set guidelines. Dispatchers may encounter traumatic interactions with field units and confrontations with angry, hostile, mentally ill, and/or otherwise distraught or violent members of the public. As a result, the work requires calm, quick, and accurate actions, judgement calls and alertness in emergencies and possibly life-threatening situations.

Minimal Qualifications

High School graduate or GED required. Experience working in fast paced, information and tasks heavy environment a plus. Experience in customer service, conflict mediation, and account management a plus. Experience operating multiple windows-based computer systems desired. Experience in public safety, telecommunications, or related fields is highly desired.

Additional Requirements

Minimum age is 19 years of age with demonstrated dependability. Ability to pass a typing test with a minimum score of 35 words per minute. Ability to pass a Public Safety Dispatcher job screening test with a score of 80 or above. Must attend, complete and maintain an Alabama Public Safety Telecommunicator (AL-PST) certification within 180 days of hire and complete 12 continued education credits per year. Must attend and successfully complete an Emergency Fire Dispatcher (EFD) certification through the International Academy of Dispatch Protocols within 180 days of hire. Must maintain EFD certification via completing 24 continued education courses every 2 years. Must attend and successfully complete National Crime Information Center certification. A strong background record is required due to access to city/county property, interactions with public and children. Must possess and maintain the highest level of individual trust and confidentially due to accessibility to state and federal confidential information through NCIC, Investigations and etc.

Supplemental Information

Knowledge of FCC rules and regulations governing radio telephone operations, ensuring compliance with legal and operational standards. Knowledge of City geography, major roads, infrastructure, landmarks, etc. to accurately guide emergency responders or ability to learn quickly. Knowledge of techniques, procedures, and methods for operating a public safety communications center, including CAD, enhanced 9-1-1 systems, and related technologies or ability to learn quickly. Skill in providing clear, efficient, and effective communication with callers using active listening, call control, respect, and empathy including de-escalation of situations involving panicked, irate, or distressed individuals. Skill in making fast-paced, informed judgement calls based on training, experience, and operational protocols while maintaining safety and adherence to agency procedures during any calls for service. Ability to perform effectively under extreme pressure and stress in situations of varying complexity, including life threatening emergencies, periods of high-call volumes, and critical incidents. Ability to manage multiple tasks simultaneously with a high degree of accuracy while following verbal and written instructions independently or collaboratively.

Physical Capabilities

This position's physical requirements involve sedentary work, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Work requires ability to communicate, attend to tasks without distractions, reason effectively, use effective judgment, maintain alertness and awareness, perform multiple concurrent tasks, and exercise memory at times under adverse and stressful situations. See well enough to read written text and computerized screens at various font sizes. Work requires the ability to perceive and discriminate colors via computer screens and maps. Hear well enough to communicate by radio, telephone or any other transmitting device, including messages from difficult-to-understand callers and field responders. Speak well enough to clearly articulate and communicate to citizens and responders. Must have dexterity of limbs hands and fingers to write legibly and type accurately. Ability to travel for schools/training or other department related functions sometimes overnight. Must be able to sit for extended periods of time particularly during high stress situations. Must be able to adjust to occasional sleep pattern disruptions as a result of irregular shift work.