Dispatcher, Customer Service​/HelpDesk

This class receives, records, and routes emergency communications; dispatches appropriate personnel.

During the training phase, the employee participates and engages in in‑house training and work activities specifically designed and chosen to train and indoctrinate the individual to work an emergency communications dispatch center. Work is performed under the guidance of an experienced dispatcher. Dispatches appropriate units to specific calls utilizing a radio console; tracks calls and notifies appropriate individual(s) of situations requiring their attention.

Receives telephone calls reporting situations, incidences of an emergency nature, or life‑threatening nature and directs emergency services, questions caller and solicits information, and receives and routes emergency and non‑emergency telephone calls.

Maintains and retrieves information from radio logs, files, and computer programs; disseminates information to appropriate individuals.

Enters information into a computer‑aided dispatch system (CAD).

Receives requests from field units for additional information; locates and relays information to field units.

Monitors emergency warning systems and notifies other agencies of situations requiring their attention.

Performs other duties of a similar nature or level. High School Diploma or equivalent (G.E.D.) AND at least one (1) year of experience answering phones, performing word processing, and data entry; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

• FCIC/NCIC Certification within six (6) months of employment
• Florida Dept of Health 911 Telecommunicator (within one (1) year of hire date)

• Customer service principles.
• Geographic layout of the City and County.
• Two‑way multi‑frequency transceiver terminology, procedures, and techniques.
• Emergency communications facility operations, procedures, and standard policies.
• Computer‑aided dispatch (CAD) system.

• Providing customer service.
• Remaining calm in stressful situations.
• Operating multi‑line phone systems.
• Using a computer and related software applications.
• Keyboarding.
• Reading maps.
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

• Modern office equipment.

• Reaching, standing, walking, fingering, grasping, talking, hearing, seeing and repetitive motions.

Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.