911 Dispatcher Job Ocala area,Florida USA,Customer Service/HelpDesk

Position: 911 Dispatcher I

This is a skilled and technical position responsible for answering all incoming emergency and non-emergency phone calls including the Marion County Enhanced 9-1-1 System. Provides support for dispatch peers and reports to the 911 Shift Supervisor.

ESSENTIAL JOB FUNCTIONS

Public Contact and Relations: Represents approximately 90% of the work hours. Assists with answering all incoming phone lines to include emergency 9-1-1 lines and all non-emergency lines. Able to prioritize and handle large volume of incoming calls. Able to prioritize information and calls based upon the pertinent information obtained. Remains calm to assist hysterical callers during incidents of volatile situations. Knowledge of geographic boundaries is needed to assist and respond appropriately to citizen requests for information, directions and service.

Able to read various maps associated with geographic boundaries. Provides police and emergency assistance to the deaf community and demonstrates the ability to properly operate the Telecommunications Device for the Deaf (TDD). Respects human diversity and responds professionally in all situations. Demonstrates active and accurate listening ability. Familiar with support agencies and able to refer citizens according to need. Ability to access numerous resources manuals and directories to provide thorough and complete service to peers and citizens.

Computer Operation: Requires constant manual typing into a formatted screen (minimum speed = 25 wpm). Ability to operate standard computer keyboards and to maneuver various computer programs and the related software. Minor equipment troubleshooting and maintenance to include paper and ribbon changes. Able to complete and process work related forms in a timely manner. Ability to monitor and read five to seven CRTs simultaneously.

Equipment Used: Cassidian phone system, CIS CAD system, enhanced 9-1-1 system, fax machine, photo copier, various printers, Fire alarm system, TDD system, multiple security cameras and related intercom and gate controls, shredder and miscellaneous general office small tools and equipment.

Attendance & Performance: Required to report to work at the appointed hour, as scheduled, and to work the entire assigned shift until duly relieved.

Perform any other related duties as required or assigned.

EDUCATION AND EXPERIENCE

High School Diploma or G.E.D. required.
Specialized schooling and/or on the job education in a specific skill area (e.g. data processing, clerical/administrative, equipment operation etc.).
Two (2) years' related experience and/or training is preferred. Experience in customer relations is preferred.

An equivalent combination of education and experience may be considered.

REQUIRED LICENSES/CERTIFICATIONS

Florida Operators Driver's License with an acceptable driving record.
Successful completion of the ETC Basic Telecommunications Certification Training (within 2 months of employment).
Successful completion of the Call Taker Training Program (within 2 months of employment).
Successful completion of the FCIC/CJIS Training/Certification (within 2 months of employment).
Successful completion of CPR/EMD/EFD/EPD Certification (within 2 months of employment).
Successful completion of State of Florida PST Certification (within 1 year of employment).
Successful completion of TTY Certification (within 2 months of employment).
Successful completion of FEMA IS 100 Certification (within 2 months of employment).
Successful completion of FEMA IS 200 Certification (within 4 months of employment).
Successful completion of FEMA IS 300 Certification (within 4 months of employment).
Successful completion of FEMA IS 700 Certification (within 2 months of employment).

RESIDENCY REQUIREMENT

Resident of Marion County or exemption via the Chief of Police.

SOFTWARE SKILLS REQUIRED

Advanced: 10-Key, Alphanumeric Data Entry, Spreadsheet.
Intermediate:
Word Processing/Typing.

OTHER REQUIREMENTS

Ability to type accurately at a minimum of 25 words per minute (WPM).
Normal or corrected hearing ability.
Proficiency in split-ear listening to monitor supplemental information and requests from peers, dispatchers, and supervisors.

KNOWLEDGE, SKILLS, AND ABILITIES

Working knowledge of physical and social characteristics of the City of Ocala.
Comprehensive knowledge of CAD/C.I.S. and related menus.
Knowledge of Department directives.
Ability to deal courteously with the public.
Ability to read maps.
Ability to analyze situations quickly, objectively and to determine proper course of action.
Ability to establish and maintain effective working relationships with employees/co-workers.
Ability to write and speak effectively.
Ability to remain calm and professional in all situations.
Ability to follow prescribed routines and practices.
Ability to retrieve internal police reports.
Ability to move, bend, stoop, reach, lift and carry up to 30 pounds of supplies.
Ability to accurately shift reports, rosters and trouble reports.
Manual dexterity to operate quickly and efficiently computerized phone, CAD…