Dispatcher

Dispatcher

Title: Dispatcher Pay Grade: 65 Department: Communication Services FLSA Status: Non-Exempt Reports To: Assistant Director Revision Date: 6/10/24

POSITION SUMMARY

This position receives incoming emergency and non-emergency calls from both the public and public safety agencies. Uses the radio and Computer Aided Dispatch system to dispatch emergency services, providing courteous and efficient customer service to Harvey County residents under supervision of the Assistant Director.

ESSENTIAL FUNCTIONS

The following duties are normal for this position. However, they are not to be construed as exclusive or all–inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may also be required or assigned.

• Using a computer-aided dispatch system, receives emergency calls for service from the public requesting law enforcement, fire, emergency medical, or other service; determines nature and location of emergency, determines priorities, and dispatches necessary emergency units in accordance with established procedures.
• Transmits and receives messages to and from user agencies via public safety radios, 9-1-1 emergency telephone lines, data terminals, and other communications equipment.
• Maintains contact with all units on duty; maintains status and location of law enforcement, EMS and fire units.
• Monitors activities of Communications staff as well as other emergency service providers and takes appropriate action toward aiding any person exposed to danger or any situation where danger might be impending.
• Inquires, enters, updates, interprets, verifies, receives, and disseminates information from National, State, and local law enforcement computer networks as requested by user agencies for missing persons, stolen property, and restraining orders; monitors several complex public safety radio frequencies.
• Operates public safety communications systems, radio dispatch consoles, and other associated equipment.
• Maintains contact with callers when required.
• Provides Basic life support instructions following the Association of Public Safety Communications Officials (APCO) EMD protocols as approved by our Medical Director and local EMS Chiefs.
• Provides scene safety instructions to callers who are involved in high risk situations until first responders or law enforcement officers are on scene.
• Answers non-emergency calls for assistance.
• Creates and maintains accurate records and transactions and enters into the CAD database, providing documentation for all events and occurrences within the Communications Center.
• Interprets messages, analyzes distances and time periods, and communicate the same to others.
• Participate in continuing education and certification classes.
• Updates resource books and files as needed.
• Confirms warrants.
• Enters and removes NCIC entries.
• Checks officer safety.
• Monitors alarms, NLETS, weather, and building security cameras.
• Provides assistance and support to other team members as needed.
• Trains new staff members by providing direct guidance in completing the required training when assigned.
• Provides in the field support and operations assistance as an Incident Tactical Dispatcher (INTD) or Telecommunicator Emergency Response Team (TERT) member when assigned.
• Serves as NCIC TAC and/or oversees the process for the entry, modification and removal of Warrants and PFA's when assigned.
• Other duties as assigned.

MINIMUM REQUIRED QUALIFICATIONS

• High School diploma or equivalent.
• Must obtain the following certifications in timeline specified by County:

1. CPR
2. EMD
3. NCIC
4. ICS 100 and 700

SUPERVISORY RELATIONSHIPS

Reports to the Shift Supervisor, Assistant Director or Director. Works under the scope of general policies, procedures and objectives and is carried out in accordance with standard practices, instructions or previous training. This position carries out responsibilities in accordance with County Government's policies and applicable laws. Incumbent has no supervisory responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of Computer Aided Dispatch (CAD) system functions, call types, and codes;
• Knowledge of proper call entry for service Law Enforcement, EMS and Fire sides of dispatch system.
• Knowledge of County Paging system for Fire/EMS services and resources available for various agencies served by the County.
• Knowledge of administrative policies and procedures of the County.
• Knowledge of current office practices and procedures consistent for this position.
• Knowledge of computer software consistent for this position.
• Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
• Skill in researching and understanding complex written materials.
• Skill in analyzing complex critical incident information and issues, defining problems and evaluating alternatives, and recommending methods, procedures, and techniques for resolution of issues.
• Ability to learn other agencies working in conjunction with the 911 system.
• Ability to think and act quickly, accurately, and calmly in emergency/stressful situations and handle traumatic details/information related to service calls.
• Ability to use GIS data relating to county landmarks, roads, and businesses.
• Ability to establish and maintain accurate records of assigned activities and operations.
• Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.
• Ability to perform detailed work accurately and independently in compliance with stringent time limits with minimal direction and supervision.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Ability to communicate clearly, concisely and effectively in English in both written and verbal form.
• Ability to instruct and train in methods and procedures.
• Ability to organize, assign, and modify the work assignment of others, and (re)-establish priorities to meet deadlines.
• Ability to prepare and maintain accurate and concise records and reports.
• Ability to analyze facts and to exercise sound judgment in arriving at conclusions.
• Ability to apply sound judgment and discretion in performing duties, resolving problems and interpreting policies and regulations.
• Ability to handle sensitive interpersonal situations calmly and tactfully.
• Ability to maintain professionalism at all times.
• Ability to maintain effective working relationships with individuals within and outside the organization.
• Ability to maintain confidentiality and discretion regarding business-related files, reports and conversations, within the provision of Freedom of Information Act and other applicable State and Federal statutes and regulations.
• Ability to work the allocated hours of the position and respond after hours as needed.
• Ability to quickly troubleshoot and overcome technical equipment failures (radio and phones) prior to need for Administration or Vendor assistance.

PHYSICAL AND WORK ENVIRONMENT

The physical and work environment characteristics described in this description 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 or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee's supervisor.

• Essential Physical Functions of the position are provided in the Functional Job Analysis Attachment.
• Ability to observe details at close range.
• Communication is required for expressing or exchanging ideas so others understand.
• Be able to hear and talk to callers and field units using a combination of headset and multiple radio speakers while being able to hear and discern and understand communication from all sources.
• Work has no exposure to adverse environmental conditions unless operating out in a field command post setting where adverse weather conditions could occur.
• Work is generally in a moderately noisy office or field command post setting.

Nothing in this job description limits management's right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the