Dispatcher, Customer Service​/HelpDesk

Company Description

The City of Alton, Illinois is a municipal organization that provides essential public services to residents, businesses, and visitors. Located along the Mississippi River, Alton is known for its historic character, community‑focused initiatives, and commitment to public safety. Employees of the City of Alton are public servants who contribute to a safe, well‑functioning community and are encouraged to uphold integrity, professionalism, and customer service in their daily work.

The Dispatcher is a full‑time, on‑site role based in Alton, IL, responsible for receiving and prioritizing calls for service and coordinating appropriate responses from police, fire, and other city departments. Day‑to‑day tasks include answering emergency and non‑emergency phone calls, collecting and verifying critical information, and using communication systems to dispatch personnel and resources. The role involves monitoring radio traffic and computer‑aided dispatch systems, updating call status and incident details, and maintaining accurate records and logs.

The Dispatcher communicates clearly and calmly with callers, provides basic information or instructions, and collaborates closely with field units to support safe and efficient operations. This position requires working assigned shifts, which may include evenings, nights, weekends, and holidays, depending on department needs.

• Ability to manage multiple incoming calls, prioritize incidents, and make sound decisions under pressure.
• Strong verbal communication skills, including clear speaking, active listening, and concise information relay to callers and field personnel.
• Comfort with computer systems, including typing, data entry, and use of dispatch or incident management software.
• Attention to detail and accuracy in recording information, maintaining logs, and following established procedures.
• Ability to remain calm, professional, and empathetic when dealing with stressful or emotional situations.
• Strong problem‑solving skills and situational awareness to support effective response to emergencies and service requests.
• Ability to work effectively in a team environment and collaborate with law enforcement, fire, and other city staff.
• High school diploma or equivalent required; additional coursework or certification in communications, public safety, or emergency dispatch is beneficial.
• Willingness to work shifts, including nights, weekends, and holidays, and to adhere to all city policies and confidentiality requirements.