Emergency Call Center -Squad Leader; Departmental Promotion

Job Summary

Under the direction of the Emergency Communications Center Manager, the employee monitors incoming calls for police, medical, and fire assistance and dispatches required equipment including pre‑arrival information using a computer aided dispatch system. Performs a variety of general support duties related to communications activities. Employee at this level is allowed to define own work assignments within broad guidelines. Work is performed in shifts and is reviewed through reports submitted, meetings and conferences.

• This is a lead worker position to the Entry Dispatchers.
• Recognizes the need for, and to be able to take action without delay, orders, and in some instances, assistance. Must seek out and act on situations on their own initiative within the boundaries of protocol.
• Provides on‑the‑job training as requested by the Supervisor for other dispatchers.
• Monitors closed‑circuit television security systems and other various types of alarms associated with law enforcement.
• Maintains files of information relating to emergency calls and units such as emergency call‑out, pager files and shift unit assignment.
• Monitors various radio frequencies such as those used by the public works department, school security, and other emergency agencies to keep apprised of developing situations.
• Tests and adjusts center communication systems, and reports malfunctions to maintenance units.
• Monitors performance of other individuals or organizations to make improvements or take corrective action.
• Utilizes training instructional methods and procedures appropriate for the situation when teaching new things to dispatchers.
• Motivates, develops, and directs people as they work, identifying the best people for the job.
• Determines causes of operating errors and makes recommendations and solutions to the supervisor.

• Associate’s degree in Emergency Services, Police Science, Fire Science, Criminal Justice, Communications, Public Administration or Business Administration, plus two (2) years working as a 911 operator/dispatcher or directly related emergency communication type experience.
• OR
• High School diploma or GED plus four (4) years experience working as a 911 operator/dispatcher or directly related emergency communication type experience.
• OR
• Two (2) years working in the capacity of an Emergency Call Center Operator.

• Knowledge of Crystal reporting software to generate reports for Squad.
• Knowledge related to the job on an as‑needed or specialized assignment basis will be required as well as all those listed above.
• Ability to lead, take charge, and offer opinions and direction.
• Ability to work with others rather than alone, and be personally connected with others on the job.
• Ability to monitor up to four (4) computer screens of information (both written and geographical maps) and multiple systems while taking information from caller.
• Ability to effectively elicit information from irate and distressed citizens as well as dispatchers.
• Ability to accept supervision, criticism and evaluation in a positive and productive manner.
• Ability to function in a structured organization with strict rules of conduct.
• Ability to speak English in a clear, effective and authoritative manner, using good pronunciation, diction and grammar. Must be able to speak with and understand people of varying social, cultural and educational backgrounds.
• Ability to effectively understand and speak over the radio while performing other tasks amid distractions.
• Ability to establish and maintain effective working relationships with co‑workers and supervisors.
• Ability to monitor all dispatchers on shift and intervene when required as liaison between Dispatchers, first responders and the public.
• Ability to conduct tours of the center when requested and approved by Director and Supervisor.

• Work is assigned by center manager. Work is reviewed to determine whether the proper procedures are used when handling emergency calls.
• Must be able to cooperate in teams and also operate independently and professionally.

• Guidelines, standard operating procedures and…