Client Support Services/Dispatcher (services)

Job Title
This is a skilled and technical position responsible for answering all incoming emergency and non-emergency phone calls including the Marion County Enhanced 9-1-1 System. Provides support for dispatch peers and reports to the 911 Shift Supervisor.
Essential Job Functions
Public Contact and Relations: Represents approximately 90% of the work hours Assists with answering all incoming phone lines to include emergency 9-1-1 lines and all non-emergency lines Able to prioritize and handle large volume of incoming calls Able to prioritize information and calls based upon the pertinent information obtained Remains calm to assist hysterical callers during incidents of volatile situations Knowledge of geographic boundaries is needed to assist and respond appropriately to citizen requests for information, directions and service Able to read various maps associated with geographic boundaries Provides police and emergency assistance to the deaf community and demonstrates the ability to properly operate the Telecommunications Device for the Deaf (TDD) Respects human diversity and responds professionally in all situations Demonstrates active and accurate listening ability Familiar with support agencies and able to refer citizens according to need Ability to access numerous resources manuals and directories to provide thorough and complete service to peers and citizens.
Computer Operation: Requires constant manual typing into a formatted screen. (Minimum speed = 25 wpm). Ability to operate standard computer keyboards and to maneuver various computer programs and the related software. Minor equipment troubleshooting and maintenance to include paper and ribbon changes Able to complete and process work related forms in a timely manner. Ability to monitor and read five to seven CRTs simultaneously.
Equipment Used: Cassidian phone system, CIS CAD system, enhanced 9-1-1 system, fax machine, photo copier, various printers, Fire alarm system, TDD system, multiple security cameras and related intercom and gate controls, shredder and miscellaneous general office small tools and equipment.
Attendance & Performance: Required to report to work at the appointed hour, as scheduled, and to work the entire assigned shift until duly relieved.
Minimum Qualifications
Education and Experience: High School Diploma or G.E.D. required. Specialized schooling and/or on the job education in a specific skill area (e.g.) data processing, clerical/administrative, equipment operation etc.) Two (2) years' related experience and/or training is preferred. Experience in customer relations is preferred. An equivalent combination of education and experience may be considered.
Required Licenses/Certifications: Florida Operators Driver's License with an acceptable driving record. Successful completion of the ETC Basic Telecommunications Certification Training (within 2 months of employment). Successful completion of the Call Taker Training Program (within 2 months of employment). Successful completion of the FCIC/CJIS Training/Certification (within 2 months of employment). Successful completion of CPR/EMD/EFD/EPD Certification (within 2 months of employment). Successful completion of State of Florida PST Certification (within 1 year of employment). Successful completion of TTY Certification (within 2 months of employment). Successful completion of FEMA IS 100 Certification (within 2 months of employment). Successful completion of FEMA IS 200 Certification (within 4 months of employment). Successful completion of FEMA IS 300 Certification (within 4 months of employment). Successful completion of FEMA IS 700 Certification (within 2 months of employment).
Residency Requirement: Resident of Marion County or exemption via the Chief of Police.
Software Skills Required

Advanced: 10-Key, Alphanumeric Data Entry, Spreadsheet
Intermediate: Word Processing/Typing
Other Requirements

Ability to type accurately at a minimum of 25 words per minute (WPM).
Normal or corrected hearing ability.
Proficiency in split-ear listening to monitor supplemental information and requests from peers, dispatchers, and supervisors.
Knowledge, Skills, and Abilities

Working knowledge of physical and social characteristics of the City of Ocala.
Comprehensive knowledge of CAD/C.I.S. and related menus.
Knowledge of Department directives.
Ability to deal courteously with the public.
Ability to read maps.
Ability to analyze situations quickly, objectively and to determine proper course of action.
Ability to establish and maintain effective working relationships with employees/co-workers.
Ability to write and speak effectively.
Ability to remain calm and professional in all situations.
Ability to follow prescribed routines and practices.
Ability to retrieve internal police reports.
Ability to move, bend, stoop, reach, lift and carry up to 30 pounds of supplies.
Ability to accurately shift reports, rosters and trouble reports.
Manual dexterity to operate quickly and efficiently computerized phone, CAD and miscellaneous systems.
Communication Skills

~ Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees.

Mathematical Skills

~ Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.

Critical Thinking Skills

~ Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

Supervision Received

~ Under general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.

Planning

~ Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation.

Decision Making

~ Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance, either of which would affect the work operations of medium organizational component and the organization's clientele.

Mental Demand

~ Close mental demand. Operations requiring close and continuous attention for control of operations. Operations requiring intermittent direct thinking to determine or select the most applicable way of handling situations regarding the organization's administration and operations; also to determine or select material and equipment where highly variable sequences are involved.

Analytical Ability / Problem Solving

~ Moderately directed. Activities covered by wide-ranging policies and courses of action, and generally directed as to execution and review. High order of analytical, interpretative, and/or constructive thinking in varied situations.

Use of Machines, Equipment and/or Computers

~ Occasional use of highly complex machines and equipment; specialized or advanced software programs.

Accuracy

~ Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time, thereby creating an inaccurate picture of an existing situation. Could cause further errors, losses, or embarrassment to the organization. The possibility for error is always present due to requirements of the job.

Public Contact

~ Extensive contacts with various diversified sectors of the public environment; wherein, the contacts are of extreme importance and failure to exercise proper judgment can lead to substantial losses to the organization.

Employee Contact

~ Contacts with other departments or offices and also frequently with individuals in middle level positions; consulting on problems which necessitate judgment and tact in presentation to obtain cooperation or approval of action to be taken