Public Safety Dispatcher

Public Safety Dispatcher

Employees in this job classification are required to work a variable 5 day shift that includes nights, weekends, or holidays. The 9-1-1 Center is a 24-hour operation. The Public Safety Dispatcher is responsible for receiving emergency and non-emergency calls, prioritizing incidents, and dispatching and tracking appropriate resources for the cities of North Little Rock and Maumelle. Dispatchers play a critical role in ensuring public safety and must remain calm, focused, and accurate under pressure. This is an entry-level position with an 18-month probationary period under close supervision.

Essential Functions

Emergency Call Handling: Answers and processes emergency and non-emergency calls promptly and professionally. Assesses the nature and severity of each incident, prioritizes calls based on urgency, and gathers essential details through clear, effective questioning. Ensures accuracy when entering information into the system and follows established protocols to dispatch appropriate resources, including police, fire, and other support services. Maintains composure under pressure while providing reassurance to callers and safeguarding the safety of responders and the public.

Radio Communication: Maintains clear, professional communication with field units using standardized codes and protocols. Prioritizes urgent transmissions, confirms critical details, and provides timely updates. Monitors multiple channels, manages resources efficiently, and ensures compliance with regulations and confidentiality standards.

Resource Tracking: Monitors and updates the status of units and equipment in real time. Ensures accurate documentation of assignments, availability, and location. Uses dispatch systems to optimize resource allocation and maintain operational readiness.

Data Management: Accurately records, updates, and maintains call and incident information in dispatch systems. Ensures data integrity, confidentiality, and compliance with departmental and legal standards. Utilizes technology to streamline documentation and support real-time decision-making.

System Operations: Accurately enters and maintains clock-in/out times for field units and monitors off-duty employment records. Processes inquiries through ACIC/NCIC and other law enforcement databases while ensuring confidentiality and compliance with regulations. Relays critical messages to other agencies via radio, telephone, or other means, and coordinates information flow between multiple systems to support timely and effective emergency response.

Equipment Monitoring: Tests and monitors communication systems, including data lines, phones, radios, paging systems, public warning system, NAWAS weather line, and generators; maintains related records; assists with Emergency Operations Center (EOC) or incident command during emergencies.

After-Hours Support: Provides information on city services after business hours; notifies on-call personnel as needed.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applicants must be at least 18 years of age and demonstrate basic computer proficiency with the ability to multitask in a fast-paced environment.

Successful completion of the Public Safety Dispatcher Test is required, along with a minimum typing speed of 30 words per minute.

While prior call center or customer service experience is preferred, it is not mandatory.

Employment is contingent upon successfully passing a comprehensive background check prior to hire.

A valid Class D driver's license and a clean driving record are required and must be maintained throughout employment.

Application Requirements

Work is performed under close supervision during the probationary period and in accordance with established policies and detailed procedure manuals. Dispatchers follow structured guidelines for most tasks and consult supervisors when situations fall outside standard protocols. Supervisors review work regularly to ensure compliance with procedures and quality standards.

This position requires handling multiple tasks at once in a fast-paced environment. Dispatchers must quickly assess situations, prioritize calls, and make decisions based on available information. Each situation can be different, requiring judgment to choose the best course of action while following established procedures. The role involves analyzing details under pressure and adapting to changing circumstances to ensure public and responder safety.

Work is governed by established policies, detailed procedure manuals, and standard operating protocols. Dispatchers are expected to follow these guidelines closely to ensure accuracy and consistency. When situations fall outside standard procedures, judgment is required to determine the best course of action, and significant deviations must be approved by a supervisor.