Emergency Dispatch Specialist; Call Taker

Position: Emergency Dispatch Specialist (911 Call Taker)
TITLE:

ALARM CALL TAKER DEPARTMENT: ALARMFLSA STATUS: NON-EXEMPT

REPORTS TO:

ALARM DEPUTY CHIEF EFFECTIVE DATE: 10/6/2024

SUMMARY The ALARM Call Taker is the entry level position to MCHD ALARM dispatch whose primary role is to answer emergency and non-emergency calls and to initially assign the response nature, acuity, priority, and scene safety concerns. This position works a varying schedule and/or shift, and may be required to work overtime.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Operates enhanced 911-telephone system with multi-screen controls.

Answers, evaluates and prioritize incoming phone calls on multiple phone lines promptly and appropriately.

Answers emergency and non-emergency calls for service; determines location and nature of call using multiple mapping and GIS locating software.

Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes

Utilizing IAED call triaging software and staying within ACE compliance standards, will process emergency and non-emergency request for service.

Operates specialized electronic telephone equipment to process low frequency 911 calls that include: hearing-impaired calls using a TDD device, Agent Texting software and non-English speaking callers.

Summarize the critical and safety information for public safety-first responders in the computer aided dispatch system (CAD) using correct grammar, spelling, and punctuation, and refer and classify calls for EMS and Fire assistance according to level of response required.

Develop and maintain knowledge of county territory, neighboring agencies and first responder organizations.

Receives and processes a variety of time sensitive data and information in assigned area of responsibility.

Maintain confidentiality consistent with policies and procedures and applicable Federal, and State rules and regulations.

Maintains situational awareness of local, regional, state, and national emergencies, weather events, mutual aid status, significant incidents, and planned events.

Serve as an example and maintain high standards for health, safety, welfare, and ethical behavior in ALARM.Support, interpret, and comply with the core values, policies and SOPs of MCHD.Promote teamwork within ALARM.Maintain professionalism and courtesy toward both internal and external customers.

Attendance at department and dispatch education meetings and other meetings as assigned in accordance with standard operating guidelines.

Establish and model a service-oriented culture that supports the organizational values.

Maintains an attendance record in line with company policy and department guidelines.

Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES None.

MINIMUM QUALIFICATIONS High School diploma or equivalent required.

AA/AS or equivalent industry experience preferred.

Effective use of Computer Aided Dispatch (CAD) systems.

Effective in the use of various telecommunications devices and practices.

Proficient typing skills that meets department standards.

SKILLS AND KNOWLEDGE Proficient word processing, database, and spreadsheet skills required.

Basic Email and Internet skills required.

CERTIFICATES, LICENSES, REGISTRATIONS Current Texas Driver’s License Current Texas Department of Health Emergency Medical Responder or higher (Certification must be obtained within one year of completion of the ALARM Training Program)
Current International Academies of Emergency Medical Dispatch Certification (must be obtained within 180 days of employment)
Current International Academies of Emergency Fire Dispatch Certification (must be obtained within 180 days of employment)
Current CPR certification. (must be obtained within 30 days of employment)
Required NIMS Training as referenced in the Safety & Emergency Management Policy SEM 27-201 for COM / Alarm (Communications)
Remain insurable by the current insurance vendor of MCHD

NOTE:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMAND CATEGORY:

Light Duty = Lifting 20 pounds maximum with frequent lifting and / or carrying of objects weighing up to 10 pounds.

Audio-Visual & licensing Demands:

Vision (Avg)
Color Discrimination Peripheral Vision Hearing (Avg)
Valid Driver's License Specific Actions

Required:

In an eight hour day, this job may include:

Standing/Walking:
Occasional Sitting: > than 8 hours

Driving:
Occasional

Conditions:

Noise Repetitive Motions:

This job will include:

Simple Grasping Fine Manipulation Pushing & Pulling Finger Dexterity Foot Movement

MANEUVERABILITY This job will require:

Occasional: bending, squatting, climbing, twisting, and reaching.
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