9-1-1 Call Taker – Police / Fire / EMS Dispatcher

ESSENTIAL JOB FUNCTIONS

• Answers emergency and non-emergency call requests for service; determines appropriate response agency or referral.
• Prioritizes and dispatches appropriate resources for police and fire operations.
• Refers reports and complaints to either agency by trunked radio or telephone; provides supplemental information to police and fire staff as needed.
• Maintains status of on-duty sworn and non-sworn staff from Police, Fire, criminal investigation, and CSI, using numerous radio talk groups.
• Monitors on-call lists throughout the City and makes appropriate notifications to off-duty and on-call staff as required.
• Coordinates with other agencies, citizens, and businesses to gather information, make referrals, or dispatch assistance.
• Coordinates mutual aid requests as required and implements automatic assistance agreements with applicable agencies when appropriate.
• Documents updates and changes in the CAD system as required.
• Conducts computer searches through local, State, and national databases for possible wanted persons or stolen property, and interprets and provides information to the requesting officer; confirms stolen property, wanted persons, and missing persons; enters data into TCIC/NCIC as requested; sends and receives teletypes.
• Updates the City’s court case database with updated records for arrests; clears wanted individuals from regional databases after credit card payments are received.
• Processes paperwork for inmates preparing for release or transferring to another detention facility.
• May participate in providing training, instruction, and supervision to Public Safety Communications trainees.
• Activates emergency sirens for city disasters and/or tests under direction of supervision or Emergency Management. Notifies persons/agencies appropriate for the emergency situation.
• Performs other duties as assigned.
• The incumbent evaluates and responds appropriately to both emergency and non-emergency situations using prudent judgment to dispatch medical, police, and fire vehicles and/or equipment as required.
• The incumbent monitors responses of the appropriate equipment and addresses any subsequent needs for vehicles and/or equipment.

The incumbent maintains and updates status of all on-duty Police and Fire staff. Incumbent reads and interprets database search results and disseminates as needed.Minimum Qualifications:

Knowledge of: Data entry procedures; Computer Aided Dispatch (CAD) methods; telephone skills as related to multi-function telephone system or PBX boards; procedures for responding to emergency calls; practices and procedures used by the police and fire departments; differences between civil and criminal law

Skill in: Communicating clearly both verbally and in writing; utilizing maps and other resource materials; multi-tasking during high levels of activities; controlling stressful emergency situations calmly and concisely; acquiring and maintaining a working knowledge of City streets, geography, boundaries, thoroughfares, landmarks, businesses, and locations of police and fire stations and districts; entering, retrieving, and compiling data from a variety of databases. Skill in typing and using computer systems.

Education: High school diploma or GED equivalent. Must be as least 18 years of age.

Experience: One (1) year of related experience in a high-volume telephone customer service environment which required data entry or word processing, or one year of experience as a 9-1-1 call taker in a police or fire communications work environment.

Any work related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements

Licenses and Certifications: Position requires successful completion of all required certifications within one (1) year of appointment certifications include: Department defined Emergency Telecommunicator courses Basic Police Dispatch Certification, appropriate NCIC/TCIC access, CPR certification.

Physical Demands and Working Conditions and Job Task Analysis:

• The work behaviors (including duties, responsibilities, function, and tasks) of the positon are listed in the above job description and below. All listed qualifications, skills, knowledge, and abilities are considered essential and required.
• Work performed is primarily an office classification in a call center/dispatch environment, although standing in work areas and walking between work areas may be required.
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone.
• Positions in this classification occasionally (daily, weekly or monthly) bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information.
• Employees may be required to lift, carry, push, and pull materials and objects weighing up to 25 pounds.
• Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.
• Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.