Dispatcher, Customer Service​/HelpDesk

Provides prompt and accurate dispatching of the multiple police, fire, or related emergency response agencies through two-way radio; receives and disseminates emergency and non-emergency calls for service from citizens on the telephone; provides emergency medical dispatch to citizens on the telephone in case of a medical emergency; operates OLETS, NLETS, and NCIC communication systems. Based on the duties and responsibilities outlined in this job description, this position is considered safety sensitive.

ESSENTIAL JOB FUNCTIONS:

(All responsibilities may not be performed by all incumbents.)

Answers emergency and non-emergency voice and TDD calls from the public; determines the nature of the call; determines action required to appropriately deal with call.

Dispatches the appropriate agency to the scene through use of radio and computer aided dispatch system; coordinates multi-unit response calls.

Dispatches additional support personnel as required depending upon the situation.

Maintains records on specific times associated with each call dispatched on service cards.

Monitors radio communications; alarm devices and video cameras.

Maintains awareness of available response units in order to dispatch calls appropriately, efficiently, and provide for officer safety.

Operates OLETS, NLETS, and NCIC communication systems; types, files, and/or maintains records and logs in connection with assignments.

Enters data into department computer.

Monitors equipment for functional performance.

Assists callers with non-emergency situations, such as giving office hours and directions to various agencies.

Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

REQUIRED:

Education and Experience:

High school diploma or GED; or, any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Licenses and

Certifications:

OLETS Certification.

A.P.C.O.

EMD Certification.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of:

General office procedures, policies and practices, as well as basic knowledge of computer/VDT and other general office equipment.

Geography of City of Bartlesville, and County including roadways.

FCC regulations related to the use of radio and telecommunications equipment.

Operation of radio, computer aided dispatch and other telecommunications equipment.

Operation of OLETS, NCIC, and other computer systems used in emergency operations.

Policies, procedures and practices of emergency communications and dispatch operations.

Various types and uses of fire, police, and medical equipment.

Basic law enforcement procedures.

Basic fire procedures.

Basic EMS protocols.

Basic hazmat procedures.

Applicable state, federal and local ordinances, laws, rules and regulations.

Skill in:

Operating emergency communications and dispatch equipment.

Typing and operation of a computer keyboard in order to enter and retrieve data.

Typing at a rate of 30 wpm.

Eliciting information from irate, upset or anxious callers.

Giving detailed instructions and information to callers.

Communicating clearly and effectively with others, both verbally and in writing.

Operating various office equipment simultaneously while answering phone calls and dispatching.