Dispatcher

GENERAL DESCRIPTION OF CLASS The Dispatcher provides a wide variety of technical and operational support for agency operations. In addition to a general knowledge of agency operations, the work performed requires knowledge specific to at least one agency program or operation. RATE OF PAY / BENEFITS : $16.00 - $22.00 Per hour based on experience. Benefits start after 60 days (Medical, Dental, Vision, 401K) DISTINGUISHING FEATURES Work consists of a variety of duties which differ in nature and sequence because of the particular characteristics of each transaction, case, or assignment. Numerous guides, instructions, regulations, manuals, precedents, etc., are applied in carrying out assignments. Guidelines and precedents are less detailed and explicit. Judgement is required in analyzing situations and making decisions on selecting the most appropriate course of action within the established procedures. DUTIES AND RESPONSIBILITIES Receives telephone calls; screens calls and determines the appropriate response or referral; answers questions not requiring research or technical knowledge; receives and reviews incoming requests for information; determines requests needing further research; gathers and assembles necessary information and submits to appropriate personnel; responds to items not requiring supervisory review or resolution; maintains control records of information received, routed, assigned, or dispersed; initiates follow-up communications as necessary; maintains logs and statistics related to program or operation; coordinates communications and information between agency staff, field personnel, customers, and/or the general public; receives, records, and dispatches service requests, assignments, calls, or other work as directed; monitors the status of assigned work and follows up as necessary; maintains accurate records of dispatch activities; prioritizes and routes calls, requests, and assignments according to established procedures; communicates pertinent information to appropriate personnel in a timely manner; assists with coordinating schedules and assignments related to agency operations; operates computer systems and typical office equipment necessary to perform dispatch functions; develops and revises procedures related to assigned dispatch functions; coordinates work on assigned projects. RELATIONSHIPS WITH OTHERS Employees in this class have regular contact in person, by telephone and in writing with agency staff, other State and Federal agencies and/or the general public in receiving and routing requests; explaining procedures and criteria used as the basis for decisions made; collecting needed information to compile regular and special reports or complete records processing activities; providing requested information of a specific nature when responding to inquiries and complaints; coordinating assignments, communications, and operational activities. SUPERVISION RECEIVED Employees in this class receive general supervision from a supervisor or manager. Work is assigned verbally and in writing by a supervisor, and in response to verbal and written requests from agency staff and the public. Work is reviewed upon completion or as problems occur for accuracy, timeliness, and conformance to agency laws, rules, policies and procedures. Employees apply criteria established in Oregon Revised Statutes, Administrative Rules, agency policies, and procedures as guidelines in responding to questions from agency staff, other agencies and the general public, and in determining appropriate routing, assignment, and processing of requests, calls, and other operational activities. KNOWLEDGE, SKILLS, AND ABILITIES (KSA) General knowledge of proper grammar, punctuation, spelling, capitalization, and sentence structure. General knowledge of arithmetic (addition, subtraction, multiplication, fractions, decimals, and division). Skill in performing a variety of clerical functions at a technical support level in an office. Skill in communicating orally and in writing with a variety of people answering questions and gathering and exchanging information. Skill in organizing work efficiently and exercising independent judgment in making appropriate decisions concerning work methods and priorities. Skill in applying specific, well defined rules, regulations, policies, and procedures to work performed. Skill in typing (proficiency levels will be based on individual position requirements). Skill in operating typical office equipment such as calculator, photocopier, computer, telephone, radio, or other dispatch-related equipment (specific equipment skills will be based on individual position requirements). Ability to learn and work within specific agency operations, policies and procedures affecting assigned work. Ability to review technical forms or information for compliance with established criteria. Ability to gather and organize information or data and prepare reports. Ability to maintain confidentiality of agency records. Ability to receive, prioritize, route, and dispatch calls, requests, assignments, or other information accurately and efficiently. Ability to remain organized and exercise sound judgment while managing multiple calls, requests, assignments, or priorities. Ability to communicate effectively with agency staff, field personnel, customers, other agencies, and the general public. Skill in operating a computer terminal or microcomputer to enter, update, correct, and retrieve information. Skill in operating specialized dispatch, radio, telephone, scheduling, or other communications equipment. NOTE : The KNOWLEDGE and SKILLS are required for initial consideration. ABILITIES may be required for initial consideration, at any time during the selection process, or during a trial service period as a final stage of the selection process. Some duties performed by positions in this class may require different KSAs. No attempt is made to describe every KSA required for all positions in this class. Additional KSA requirements will be explained in the recruiting announcement. #J-18808-Ljbffr