Under supervision, receives incoming emergency and non-emergency telephone calls and evaluates requests for services; processes requests for services in a timely and appropriate manner using a variety of communication and computer equipment and systems; and performs a variety of tasks relative to assigned area of responsibility.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Receive, evaluate and prioritize emergency and non-emergency police, fire, medical and rescue calls for service; elicit essential incident information from callers and determine the nature, location and pertinent details of incidents.
Operate a variety of emergency dispatch and communications equipment including a Next Generation E911 (NG911) telephony system, a Public Safety Computer Aided Dispatch (CAD) system, tape recording equipment and general office equipment.
Coordinate the receipt of both emergency and non-emergency calls and relay information and assistance with other law enforcement, fire, medical, and other emergency response agencies.
Evaluate the nature and severity of the calling party’s situation to assist in determining call priority and necessary, responding equipment.
Retrieve and enter information from local, state and federal computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles and other related information.
Answer routine inquiries and refer callers not requiring dispatches to appropriate departments and agencies.
Maintain accurate and complete logs and records of all activities and calls that are received.
Perform a variety of functions related to public safety dispatch operations.
Perform related duties as required.

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:
Operations, services and activities of a public safety dispatch center.
Methods and techniques of public safety call taking, including the use of a computer aided dispatch and manual card system.
Streets, landmarks and geography of the City and surrounding areas
Techniques of questioning for both emergency and non-emergency calls.
English usage, spelling, grammar and punctuation.
Principles and procedures of record keeping.
Public safety dispatch center e procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.
Department policies and procedures.
Pertinent federal, state, and local laws, codes and regulations.

Ability to:
Establish priority and classification of emergency and non-emergency situations.
Effectively communicate and elicit information from upset and irate callers.
Operate NG911 and computer aided dispatch systems.
Work under pressure, exercise good judgment and make sound decisions in emergency situations and with constant interruptions.
Respond calmly and effectively to emergency situations.
Analyze and interpret maps.
Respond to and resolve difficult and sensitive citizen inquiries and complaints.
Type or enter data at a speed necessary for successful job performance.
Understand and follow verbal and written instructions.
Apply the methods and techniques of emergency communications dispatching.
Operate public safety related equipment including computers supporting word processing, spreadsheet, and database applications.
Interpret and apply federal, state and local policies, procedures, laws, codes and regulations.
Work irregular work hours including weekends, evenings, holidays and overtime as routinely necessary
Work in a fast paced and unpredictably stressful environment; able to identify and manage personal stress along with available resources.
Work in a team-based environment to achieve common goals.
Coordinate multiple incidents and complex tasks simultaneously.
Meet the physical requirements to safely and effectively perform the assigned duties.
Communicate clearly and concisely, both verbally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:
Equivalent to the completion of the twelfth grade.

Experience:
No experience is required. One year of experience in customer service involving direct contact with the public is desirable.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in an emergency dispatch center-type of office setting; exposure to unusual fatigue factors, irregular and unpredictable hours, and emergency or stressful situations; exposure to noisy distractions from simultaneous events while working on multiple computer systems and monitors while utilizing both a headset and telephone and/or telephony system for verbal communications; exposure to varying lighting conditions.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Local 39 Non-Supervisory
G20
Last Update:12/2021
JD 11/2018