911 Dispatcher

Overview

On The Job - 911 Dispatcher

Anticipated Hiring Timeline and Lateral Applicants information is provided, along with testing, training, and duties related to the 911 Dispatcher role. This description includes the expectations for responsiveness, multitasking, and working within a coordinated public safety environment.

• Receives and appropriately responds to all incoming telephone calls by providing excellent customer service.
• Answers both emergency and non-emergency incoming telephone calls; determines nature and urgency of calls and collects required information; evaluates information received and prioritizes calls.
• Dispatches patrol officers, firefighters, paramedics, ambulances, ACO/CSO, and other emergency vehicles in response to calls; provides pre-arrival instructions for callers.
• Tracks the location and status of all emergency and non-emergency units, including those out of service; arranges for assistance from contract and non-contract providers such as towing, spill clean-up, medical examiner, reserves, etc.; operates hearing-impaired emergency communication equipment where needed.
• Monitors multiple radio channels; responds to requests for information from police and fire units through multiple public, private and government databases; patches radio frequencies; maintains awareness of mutual aid radio channels and suggests the most appropriate channel; coordinates with other agencies to respond to emergencies and provides information and directions via phone or radio.
• Monitors the National Weather Service channel and passes vital weather information as appropriate; listens to mutual aid frequencies and surrounding agencies to inform Edina and Richfield officers of in-progress crimes near the borders that affect those cities.
• Creates and maintains electronic or manual records and logs of activity; inputs vital information into the CAD system; updates CAD location records; monitors trends in location, type, or times of incidents; verifies that electronic and paper information files carry the same information; monitors and purges files/records in a secure fashion and in accordance with applicable regulations and retention schedules.
• Uses various computer systems to monitor calls, access information and enter information as required.
• Performs duties related to building and prisoner security; monitors entrances and exits to the Police Department and notifies officers in case of illegal entry; monitors prisoners and officers in the booking area; monitors panic buttons and responds; monitors building systems and notifies maintenance of disruptions; controls access during severe weather warnings and ensures safe zones for personnel.
• Tracks police personnel to identify availability and ensure backup; maintains dispatch schedule and emergency contact lists for active personnel; maintains contact information for volunteer resources.
• Arranges for equipment maintenance; creates calls for service for equipment alarms or breakages; coordinates minor repairs or contacts repair contractors; notifies affected personnel; maintains inventory and records; assists with routine equipment maintenance.
• Performs other duties and activities as assigned.

Minimum Qualifications A high school diploma or equivalent and two years of related customer service experience and/or two years of higher education. Ability to work shift work of days, afternoons, overnights, weekends, holidays and on short notice.

Desired Qualifications Prior experience as a 911 Police/Fire Dispatcher or experience in a fast-paced environment requiring quick, accurate decisions and the ability to work independently without immediate supervision is desired.

Lifting or carrying limited to 25 pounds, intermittently.

This position is contingent upon successful completion of a background check, medical exams and drug testing.

• Knowledge of and ability to learn law enforcement terminology, procedures and equipment;
• Knowledge of and ability to use standard office equipment, radios and computers and to learn department-specific applications/systems;
• Knowledge of and ability to learn the geographical layout, jurisdictions, and road systems of the City;
• Ability to think clearly and act quickly and correctly in emergency situations;
• Ability to exercise good judgment and independence while evaluating emergency and non-emergency situations and make split-second decisions;
• Ability to multi-task, gather and disseminate information clearly and rapidly in urgent situations;
• Ability to calm irate or hysterical persons;
• Ability to enter data accurately into various databases;
• Ability to maintain confidentiality;
• Ability to relate and work effectively with people from diverse backgrounds;
• The ability to work shift work of days, afternoons, overnights, weekends, holidays and on short notice.