Public Safety Call Taker​/Dispatcher Trainee​/Dispatcher

Call Taker

Performs public safety communications work receiving, screening, prioritizing, and relaying information over a communications system involving multiple phone lines and a computer aided dispatch system. Work involves receiving and processing emergency 911 and non-emergency calls for police, fire, rescue and emergency medical services. The work has unusual demands in terms of responding to callers under stress and requires emergency call-taking training.

The work is performed under direct supervision.

Answers emergency 911 and non-emergency calls for Calvert County and enters data into the Computer Aided Dispatching System.

Operates computerized 911 VESTA Patriot phone system successfully for all incoming 911 phone calls, as well as all other non-emergency phone calls received. Operates Computer Aided Dispatch (CAD), GIS (mapping), and emergency dispatch (Pro-QA) software systems in conjunction with receipt of 911 emergency and non-emergency calls. Uses TDD within the phone system to communicate with hearing or speaking impaired persons.

Receives reports of fire, medical emergencies, and law enforcement, and utilizing (CAD) processes information for rapid dispatch of emergency services. Provides emergency pre-arrival and/or post-dispatch instructions over the telephone for all emergency calls including, but not limited to CPR, bleeding control, and childbirth assist instructions.

Uses computer to enter data and access criminal justice information systems to obtain information for law enforcement officers.

Records and maintains a log of daily 911 calls with the utilization of CAD and maintains records of fire, medical, and law enforcement activity.

Monitors security cameras and County's building alarm system and dispatches appropriate service when activated.

Places calls for repairs to radios, pagers and other communications devices.

Makes after-hours non-emergency notifications for the dispatching of other County agencies, i.e., General Services, Public Works.

Completes and maintains required course work for mandatory ETC, CPR, EMD, EFD, EPD, CJIS/NCIC/METERS certifications and licenses; complete mandatory ICS-100A, ICS-200A, IS-700A, HAZMAT Awareness, and Weapons of Mass Destruction Awareness.

Performs all work as directed by the Division Chief and as established in the Standard Operating Procedures.

Performs related work as required.

Performs routine daily housekeeping at the center.

Knowledge of--

• Modern office procedures and practices including operation of office equipment such as computers, printers, and fax machines.

Ability to--

• Learn Calvert County's geography, roads, businesses, and neighboring counties.
• Work in a fast paced, highly stressful, multi-tasking environment, in which all phone and radio transmissions are recorded.
• Speak clearly and distinctly to relay information in a precise manner over the phone, radio and in person.
• Hear multiple conversations simultaneously, distinguishing between voices and sources to obtain relevant information quickly and accurately.
• Remain calm in an extremely stressful environment.
• Respond to calls for service promptly and accurately.
• Get along with and successfully communicate with co-workers, personnel in other agencies, and especially the public.
• Work as part of a team and independently when required.
• Accurately read maps and give directions.
• Perform Public Safety Communications functions rapidly and proficiently.
• Type on computer keyboards while reading from protocol while conversing on the radio.
• Operate keyboard proficiently, with good spelling skills in order to successfully input calls in CAD and PROQA systems.
• Work well within an operational Chain of Command.
• Adjust to a highly disciplined field of work.
• Deal effectively and calmly with people in stressful situations and the public, demonstrating good customer service skills over the phone.

Required Qualifications (

Note:

Any acceptable combination of education, training and relevant experience that provides the above knowledge, abilities and skills may be substituted on a full-time year for year basis.)

Training and/or

Education:

High School diploma or GED equivalent.

Experience:

One year experience in an…