911 Dispatcher

The purpose of this position is to respond to emergency and non-emergency calls for law enforcement, fire, and emergency services in compliance with County procedures to assure the safety of law enforcement officers, emergency services personnel and the public.

SUPERVISORY RESPONSIBILITIES

This position does not supervise other employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers incoming emergency and non-emergency calls; interviews callers and gathers details; prioritizes calls for service and determines appropriate personnel to respond; dispatches emergency responders; relays pertinent information to law enforcement and emergency services personnel in a concise, organized and understandable manner. (20%)
• Enters and validates stolen vehicles and property; validates license plates and identities of missing and wanted persons. (20%)
• Enters calls for service in Computer Aided Dispatch (CAD) System. (20%)
• Monitors and maintains status of patrol units and coordinates ambulances and helicopters. (10%)
• Operates emergency radio for Police, Fire, EMS, Probation, and other emergency responders contacts, Border Patrol Response Rescue Team, Forest Service Search and Rescue, and the Public Works Department when necessary. (10%)
• Runs confidential criminal histories; booking pawn and prisoner information for officers and detectives; enters warrant entry and orders of protection. (10%)
• Coordinates mutual aid as required; updates agencies that provide emergency response assistance. (10%)
• Performs other duties as assigned. (10%)

BUDGET RESPONSIBILITIES

This position has no responsibility over any types of budget.

PROJECT RESPONSIBILITIES

This position does not have project responsibilities.

ORAL COMMUNICATION DUTIES

This position trains colleagues, explains County procedures or processes, responds to public inquiries, participates in meetings and negotiates or persuades. Incumbents in this position may be required to speak with the media, occasionally.

WRITTEN COMMUNICATION DUTIES

This position creates or edits documents, internal memos, emails and reports.

INTERACTIONS WITH THE GENERAL PUBLIC

Interacts extensively with employees, customers, the general public, vendors, regulatory bodies, and other groups and/or individuals and Institutions over the telephone, by email, and/or in person.

INTERACTIONS SPECIFICALLY WITH CUSTOMERS

Always (More than 85% in a year)

MINIMUM EDUCATION REQUIRED

High School Diploma or GED.

MINIMUM YEARS OF DIRECTLY RELATED EXPERIENCE REQUIRED

One (1) year relevant experience. Typing speed of 35 wpm.

PROFESSIONAL CREDENTIALS REQUIRED/PREFERRED

ACJIS TOC (Terminal Operator Certification) preferred. Must possess and maintain a valid Driver’s License if position duties require.

KNOWLEDGE REQUIRED

Telecommunication technology; public safety and security; law enforcement; public safety regulations and First Responders' Protocols.

SKILLS REQUIRED

Active learning; active listening; analytical thinking; negotiating; problem recognition; problem solving; multi-tasking; typing and Data Entry.

ABILITIES REQUIRED

Fully and quickly comprehend spoken words; make sense of multiple data; find directions and current locations; multi-task; maintain mental response and quickness and maintain oratory ability under stressful situations.

PHYSICAL DEMANDS

• Constantly sits to complete report, operate computers, operate special equipment, complete a program, attend to reception areas, perform watchmen duties and to attend to other duties.
• Rarely requires dexterity for special machines; constantly requires dexterity for keyboard operation and for special gadgets.
• Incumbents in this position may be required to rarely intervene, walk to and from work sites, bend, stoop, crawl, kneel and twist.
• Occasionally lifts work-related materials of up to 10 lbs. in weight.

WORK ENVIRONMENT

Incumbents in this position perform work in a high call volume emergency dispatch office environment, where there is little opportunity for physical movement. The incumbent must remain alert and responsive while observing computer display screen for uninterrupted periods of time. Incumbents may be subject to extended work periods without relief during high call volume time and during stressful situations.

SAFETY RISK EXPOSURE

Incumbents in this position are generally not exposed to safety risk. On rare occasions, incumbents in this position may become exposed to occasional telephone verbal abuse by customers or citizens.

PROTECTIVE GEAR & SAFETY MANUALS

Incumbents in this position are required to constantly follow written safety procedures and manuals relevant to the division or department.

CONSEQUENCES OF ERROR

Potential errors can have legal ramifications, loss of funding, loss of organization’s credibility.

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