911 Dispatcher

Dispatcher Position

Anticipated Hiring Timeline

Application Review: Weekly basis until the position closes

Video Interviews: Week of September 8th

Final Interview: September 24th

Anticipated Start Date: November

Lateral Applicants: Individuals with experience in public safety dispatching, specifically those with responsibilities in law enforcement or fire service dispatch, will be considered. Candidates with relevant 911 Dispatcher experience may qualify for a higher starting pay, depending on their experience and qualifications. Special Testing for this recruitment: For those candidates moving on in the process there will be the potential for two different screening processes. Everyone will be notified as soon as possible by email if they will be participating in these tests.

1) CritiCall Testing: CritCall is computerized dispatch testing program that evaluates your ability in different dispatch related areas such as; decision making, multi-tasking, data entry, spelling, sentence clarity, listening skills, etc. Testing applicants will be completed online.

2) Select Advantage: This is an online multiple-choice test.

Training Period Information:

We complete the majority of training internally and on-the-job.

The average training period is approximately 4-6 months in duration.

Over the course of the training, you will rotate between different trainers in blocks of time between day shift and night shift (Typically 1 month blocks of time);

Trainees will receive daily/weekly feedback on progress and focus on areas that require improvement.

Essential Functions

Receives and appropriately responds to all incoming telephone calls by providing excellent customer service.

• Answers both emergency and non-emergency incoming telephone calls;
• Determines nature and urgency of calls and collects required information;
• Evaluates information received and prioritizes calls;
• Dispatches patrol officers, firefighters, paramedics, ambulances, ACO/CSO, and other emergency vehicles in response to calls;
• Provides pre-arrival instructions for callers;
• Tracks the location and status of all emergency and non-emergency units, including those out of service;
• Arranges for assistance from contract and non-contract providers such as towing, spill clean-up, medical examiner, reserves, etc.;
• Operates hearing-impaired emergency communication equipment where needed.

Monitors multiple radio channels

• Responds to requests for information from police and fire units through multiple public, private and government databases;
• Patches radio frequencies;
• Maintains awareness of availability of mutual aid radio channels and suggests most appropriate channel;
• Notifies other agencies to respond to police/fire/medical emergency calls as appropriate and coordinate their response by providing information and directions via phone or radio;
• Monitors the National Weather Service channel and passes vital weather information as appropriate;
• Listens to mutual aid frequencies and surrounding agencies and advises Edina and Richfield officers of in-progress crimes near the borders that affect those cities.

Creates and maintains electronic or manual records and logs of activity as required.

• Inputs vital information into the CAD (Computer Aided Dispatch) system for every call;
• Updates CAD location records to reflect vital information on residences or businesses;
• Monitors and makes other police or fire personnel aware of trends in location, type, or times of incidents that may indicate a link or show an ongoing problem;
• Verifies that electronic and paper information files carry the same information;
• Monitors and purges Department/Division files/records in a secure fashion and in accordance with applicable legal regulations and local retention schedule.

Uses various computer systems to monitor calls, access information and enter information as required.

Performs duties related to building and prisoner security.

• Monitors entrances and exits to the Police Department and notifies officers in case of illegal entry into secure areas;
• Monitors prisoners and officers in the booking area;
• Monitors panic buttons around Police Department and City offices and sends appropriate response;
• Monitors vital building systems and notifies maintenance personnel of disruptions in service or alarms indicating system failure;
• Controls opening and closing of restricted areas during severe weather warnings and monitors movement of personnel into safe zones.

Tracks police personnel in order to identify their availability and to protect them in the event that they are out of contact and need backup to check on their safety.

• Keeps track of personnel on duty during each shift;
• Keeps updated emergency contact lists for active personnel and provides numbers as needed;
• Maintains dispatch schedule;
• Maintains contact information for volunteer resources.

Arranges for equipment maintenance.

• Creates a call for service for equipment alarms or breakages;
• If directed, attempts minor repairs of equipment or contacts an appropriate repair contractor;
• Notifies police/fire/medical personnel who are affected by the repair;
• Maintains inventory of equipment and supplies, and orders replacements when necessary
• Assists with routine equipment maintenance and keeps associated records.

Performs other duties and activities as assigned.

Qualifications

Minimum Qualifications:

The job requires a high school diploma or equivalent and two years of related customer service experience and/or two years of higher education. The ability to work shift work of days, afternoons, and overnights, weekends, holidays and on short notice.

Desired Qualifications:

Prior experience as a 911 Police/Fire Dispatcher or prior experience in a fast-paced working environment where it was necessary to make accurate and quick decisions and the ability to work independently without immediate supervision is desired.

Physical Requirements: Lifting or carrying limited to 25 pounds, intermittently. This position is contingent upon the successful completion of a background check, medical exams and drug testing.

Supplemental Information

Knowledge, Skills and Abilities Required for Successful Job Performance:

• Knowledge of and ability to learn law enforcement terminology, procedures and equipment;
• Knowledge of and ability to use standard office equipment, radios and computers and ability to learn applications/systems specific to the Department;
• Knowledge of and ability to learn the geographical layout, political and community service jurisdictions, and road systems of the City;
• Ability to think clearly and act quickly and correctly in emergency situations;
• Ability to exercise a high degree of good judgment and independence while evaluating emergency and non-emergency situations and the ability to make split-second decisions;
• Ability to multi-task, gather and disseminate information clearly, accurately and rapidly in urgent situations;
• Ability to calm irate or hysterical persons;
• Ability to enter data accurately into a variety of databases;
• Ability to maintain confidentiality;
• Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds;
• The ability to work shift work of days, afternoons, and overnights, weekends, holidays and on short notice.

Full Time Employee Benefits

The City of Edina offers a competitive benefits package and uses a "cafeteria plan" model, which gives the employee a monthly sum of money and allows them the flexibility to choose how to spend it on the various benefits offered. All insurance coverage takes effect the 1st of the month following date of employment.

• Medical: 9 plans to choose from through Health Partners. All individual plans are fully covered and have leftover money towards other benefits. Family health insurance is also low cost and high quality.
• Dental: 2 plans to choose from through Health Partners depending on your dental needs.
• Vision: Supplemental Vision plan for glasses and contacts
• Long & Short-Term Disability: All full-time employees receive Long Term disability at no cost, with an option to purchase short term disability.
• Life insurance: All full-time employees receive a $20,000 Basic Life policy at no cost, with an additional buy up option.