Public Safety Dispatcher I

JOB DESCRIPTION

Marketing Statement

The Public Safety Dispatcher I is an essential entry-level position at the Metro Transit Police Department (MTPD), responsible for managing emergency and non-emergency service calls across the Washington Metropolitan Area Transit Authority (WMATA) service area. This role involves coordinating with police, fire departments, and other entities, providing critical information in real time, and ensuring safety during emergencies.

The position operates in a 24/7 environment and may include working holidays, during inclement weather and special events. Shift assignments will vary based on departmental needs. The incumbent in this role may be required to work in MD, DC or VA.

The Public Safety Dispatcher I is the entry level role in the Metro Transit Police Department (MTPD) emergency communications center managing all emergency and non-emergency service calls for Washington Metropolitan Area Transit Authority (WMATA) service area. This role receives information via radio /telephone relative to emergency and non-emergency service calls and is required to coordinate with jurisdictional police and fire departments, making appropriate notifications, and providing all retrieved to applicable entities. The incumbent is expected to make measured decisions in real time during critical life safety incidents, while identifying and mitigating public safety needs.

Principal Job Duties

• Receives, responds, and processes all emergency and non-emergency calls.

• Responds to emergency and non-emergency calls for service. Determines the appropriate police, fire, emergency services or WMATA department response. Queries callers to gather specific and vital details of a situation in a timely manner and maintains contact with the caller or appropriate jurisdictional police agency as needed and relays the information received from the caller.

• Operates communications console equipment to expedite calls received in the MTPD Communications Division which operates 24 hours a day, 365 days a year, including special events, holidays and during weather /public safety emergencies which the public can access.

• Provides callers with customer support and acknowledges WMATA customer complaints, inquiries, and recommendations for WMATA during non-business hours, which may or may not be police related to provide accurate and reliable information for both internal and external partners.

• Maintains communication with the caller or appropriate jurisdictional police agency to ensure accurate transfer of information that was received from the caller.

• Determines what type of response by police officers is warranted to mitigate the situation after querying callers to ascertain specific and vital details surrounding the circumstances of the call.

• Enters each call into the Computer Aided Dispatch System (CAD) and continuously updates the system incorporating all pertinent information affecting the call for service until the call is closed and is filed for historical purposes.

• Rapidly dispatches police officers, officials WMATA Office of Emergency Preparedness personnel, Special Police Officers (both contractors and WMATA), and jurisdictional police officers to calls for service sharing all information regarding the call.

• Provides information, instructions, and assistance to the public within scope of authority.

• Controls and coordinates the response of personnel in the field, monitors message traffic and relays information while ensuring the safety and accountability for all MTPD personnel by continuously tracking location and welfare status.

• Triages multiple emergency incidents by prioritizing level of severity based on risk to life and public safety.

• Maintains active access with Federal and local jurisdictional criminal data systems to conduct police computerized information systems queries, hit confirmation entries, criminal histories, and perform administrative message switching between other agencies utilizing systems through the Washington Area Law Enforcement System (WALES), the Maryland Electronic Telecommunications Enforcement Resource System (METERS), and the Virginia Criminal Information Network (VCIN) and their associated local systems, as well as WMATA in house systems.

• Responds to all radio requests from officers on patrol for criminal, motor vehicle and civil offenses; runs all subjects stopped through Criminal Justice Information System (CJIS) for wanted status and responsible for providing requested data within CJIS regulatory time limits. Failure to comply with CJIS polices and regulations carry administrative and financial sanctions for WMATA to include loss of access to CJIS.

• Provides alerts/notifications to various WMATA management and external government recipients regarding police or public safety emergencies through WMATA's Everbridge command pages.

• Acknowledges and responds to employees, customers and citizens who text MTPD (MYMPD).

• Monitors emergency activations of radios to identify which officer has activated the emergency button and determines if an emergency exists and sends appropriate assistance when needed. Notifies appropriate supervisor for correction of radio alias information.

• Performs all facets of teletype duties to include, but not limited to entering, updating, clearing, and filing all types of CJIS records as required.

• Utilizes the voice, radio, and call recording system to review calls and produce recordings for court purposes as required.

• Evaluates the closest and the safest location to intercept moving trains and buses when an emergency call has been received and arranges for appropriate police and/or EMS resources to be in place to intercept.

• Operates additional radio talk groups during major criminal and WMATA rail and bus emergencies.

• Reports radio malfunctions to WMATA's radio maintenance department. Keeps accurate and updated records of malfunctions to include specific locations, exact problem, and corrective actions being taken by WMATA radio maintenance personnel.

• Monitors and communicates with the Federal Emergency Management Agency (FEMA) via a dedicated telephone system. Ensures the telephone is utilized to notify federal, state and local law enforcement or other first responders of important information regarding the Washington Metropolitan Area infrastructure or severe weather conditions that may affect WMATA operations.

• Utilizes the train tracking application Rail Operations Computer System (ROCS) live map to track the movement of trains throughout the Metrorail system to determine their location and the nearest and safest location to intercept a train for police and/or fire/medical emergencies.

• Utilizes bus tracking application to track the movement of buses to determine their route and location, nearest and safest location where an officer can intercept a bus for police and/or fire/medical emergencies. Utilizes available mapping services to assist officers in locating addresses outside of the metro stations for calls for service.

• Research historical call data and generates reports to provide requested information for Police and WMATA officials.

• Reviews the daily end of shift call for service (CFS) report to check for call disposition accuracy.

• Reviews CAD calls for service during the shift for completeness and accuracy. This is a critical requirement as records are routinely audited by federal and local regulatory agencies and utilized as transcripts for court cases.

Other Duties

• Monitors radio traffic and maintains additional radio talkgroups during major criminal and WMATA rail or bus emergencies.

• Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

RESPONSIBILITIES

Knowledge

• Comprehensive geographic knowledge of the Washington Metropolitan

• Knowledge of emergency call center protocol

• Knowledge of police procedures

Skills

• Skilled in the use of communication tool and two-way radio communication protocol and procedures

• Solid written communication skills (e.g. Grammar, vocabulary, spelling, punctuation, and proofreading) to prepare reports, documents and notifications

• Verbal communication skills to exchange information with police officers, police officials, supervisors, co-workers, jurisdictional police, fire and other external entities, to include legal settings, as well as other WMATA Department managers

Abilities

• Ability to evaluate facts thoroughly, exercise good judgement and take appropriate action needed

• Demonstrated ability to grasp and retain incident details and assimilate information

• Ability to listen and speak to internal and external customers by radio or phone, often in some state of distress

• Ability to work under pressure for extensive periods of time, while maintaining a composed manner always even when facing life altering events.

• Ability to prioritize multiple tasks, ability to work independently, as well as a team member

• Ability to learn computer applications such as computer aided dispatch (CAD)

Machine, Tools, Equipment, Software, Hardware Required

• Computer Aided Dispatch (CAD)

• Washington Area Law Enforcement System (WALES)

• Maryland Electronic Telecommunications Enforcements Resource System (METERS)

• Virginia Criminal Interstate Network (VCIN)

• Criminal Justice Information System (CJIS)

• National Crime Information Center (NCIC)

• Teletypewriter/Telecommunications

• Rail Operations Computer System Live Map

• Microsoft Office 365

• Everbridge

• Bus Tracking System

• Voice, radio, and phone calling record system

• Telephone software

Supervisory Responsibility

Not responsible for supervising others.

QUALIFICATIONS

Minimum Education

• High School diploma or a General Equivalency Diploma (GED).

Minimum Experience

• Minimum of two (2) years of public safety dispatching, to include 6 months of call taking experience in a public safety environment or two (2) recent, consecutive years of call taking experience in a public safety environment

Minimum Certification/Licensure

• National Crime Information Center Certification - bi-annual re-certification (Federal)

• Maryland Electronic Telecommunication Enforcement Resource System (METERS)

• Washington Area Law Enforcement System (WALES)

• Virginia Criminal Information Network (VCIN)

• Certified Training Officer (CTO) thru Association Public Safety Communication Officials (APCO) - re-certification bi-annually with 12 continuing Dispatch Education credits per year

• Basic Dispatch Certification thru Virginia Department of Criminal Justice Services

• All certifications above must be maintained while in the job.

Preferred Qualifications

ABOUT US

The Washington Metropolitan Area Transit Authority (WMATA), known as Metro, is the region's leading public transportation provider. Serving a 2,054-square-mile jurisdiction, Metro operates six rail lines, 98 stations, 126 bus routes, and Metro Access, a shared-ride paratransit service. As one of the nation's busiest transit systems, Metro connects communities, supports economic growth, and provides safe, reliable transportation.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment

• Personal interview

• Verification of education and experience (including certifications and licenses)

• Criminal Background Check (a criminal conviction is not an automatic bar to employment)

• Medical examination including a drug and alcohol screening (for safety sensitive positions)

• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.