Dispatcher, Customer Service​/HelpDesk

Overview

Provides prompt and accurate dispatching of the multiple police, fire, or related emergency response agencies through two-way radio; receives and disseminates emergency and non-emergency calls for service from citizens on the telephone; provides emergency medical dispatch to citizens on the telephone in case of a medical emergency; operates OLETS, NLETS, and NCIC communication systems. Based on the duties and responsibilities outlined in this job description, this position is considered safety sensitive.

• Answers emergency and non-emergency voice and TDD calls from the public; determines the nature of the call; determines action required to appropriately deal with call.
• Dispatches the appropriate agency to the scene through use of radio and computer aided dispatch system; coordinates multi-unit response calls.
• Dispatches additional support personnel as required depending upon the situation.
• Maintains records on specific times associated with each call dispatched on service cards.
• Monitors radio communications; alarm devices and video cameras.
• Maintains awareness of available response units in order to dispatch calls appropriately, efficiently, and provide for officer safety.
• Operates OLETS, NLETS, and NCIC communication systems; types, files, and/or maintains records and logs in connection with assignments.
• Enters data into department computer.
• Monitors equipment for functional performance.
• Assists callers with non-emergency situations, such as giving office hours and directions to various agencies.
• Performs other related duties as assigned.

• Education and Experience: High school diploma or GED; or, any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
• Licenses and
  
  Certifications:
  
  OLETS Certification; A.P.C.O.; EMD Certification.

• Knowledge of: General office procedures, policies and practices, as well as basic knowledge of computer/VDT and other general office equipment;
  Geography of City of Bartlesville, and County including roadways; FCC regulations related to the use of radio and telecommunications equipment;
  Operation of radio, computer aided dispatch and other telecommunications equipment;
  Operation of OLETS, NCIC, and other computer systems used in emergency operations;
  Policies, procedures and practices of emergency communications and dispatch operations;
  Various types and uses of fire, police, and medical equipment;
  Basic law enforcement procedures;
  Basic fire procedures;
  Basic EMS protocols;
  Basic hazmat procedures;
  Applicable state, federal and local ordinances, laws, rules and regulations.
• Skill in: Operating emergency communications and dispatch equipment;
  Typing and operation of a computer keyboard in order to enter and retrieve data;
  Typing at a rate of 30 wpm;
  Eliciting information from irate, upset or anxious callers;
  Giving detailed instructions and information to callers;
  Communicating clearly and effectively with others, both verbally and in writing;
  Operating various office equipment simultaneously while answering phone calls and dispatching.