E-911 Dispatcher

Overview

GENERAL STATEMENT OF JOB:
Under general supervision, this position receives and evaluates calls from the public for police, fire, ambulance, and other emergency services, as well as non-emergency calls, using the city's computer aided dispatch system. Reports to the 911 Dispatcher Supervisor.

• Dispatches emergency personnel or other emergency response and public safety agencies (i.e. Public Works, Virginia Power, Virginia Department of Transportation, etc.); operates computer terminal for access connection to Virginia Criminal Information Network (VCIN) and the National Crime Information Center (NCIC).
• Responds to a variety of emergency and non-emergency services and complaints; calms, reassures, and verbally interrogates callers to interpret, analyze and anticipate the effect of situations to resolve problems, provide requested information, or refer callers; translates information to appropriate codes; determines and assigns level of priority and enters data to a computer aided dispatch (CAD) system for radio dispatch; and may perform Emergency Medical Dispatch and crisis intervention and use Emergency Medical Guide cards or software to ask vital questions and provide pre-arrival instructions for emergency medical calls.
• Contacts business owners in response to business establishment alarms or other emergencies; may contact Child Protective Services, Juvenile Court Services, and other human services emergency response agencies in response to complaints or service calls; logs all calls received; answers telephones; and receives and/or transmits inquiries to appropriate personnel, departments, or agencies; receives and acknowledges radio transmissions of Police, Fire and EMS, and exchanges information as necessary via radio.
• Queries, enters, modifies, and clears information in local, state, and national computerized databases such as the Virginia Crime Information Network (VCIN), National Crime Information Center (NCIC) and the Department of Motor Vehicles (DMV) pertaining to arrest warrants, driver record and history, stolen property, other similar data and transmits relevant information to field units.
• Operates a computer terminal to obtain driver’s history, vehicle registration data, criminal record information, stolen property information, etc. as necessary; and queries computer and dispatches administrative messages nationwide; contacts owners of stolen vehicles that have been recovered; contacts tow truck companies when services are required; and assists in the training and education of less experienced and newly hired dispatchers.
• Performs other related work as required. Individual assignments will be determined by supervisor based on current workload and department needs.

• Knowledge of Job: Has thorough knowledge of the geographical layout of the city, including the location of streets, important buildings and other landmarks. Has thorough knowledge of the operation of two-way equipment and related Federal Communication Commission regulations. Has considerable knowledge of the locations and capabilities of available fire, rescue and emergency medical units. Has general knowledge of Virginia Criminal and Civil Codes.
  
  Is skilled in the operation of two-radios and the Virginia Criminal Information Network and National Crime Information Center computer systems. Is able to select appropriate emergency and non-emergency units to respond to situations in given areas of the city. Is able to interpret the nature of a call for assistance, apply the appropriate dispatching code, and dispatch the appropriate units.
  
  Is able to maintain effective files, records and reports. Is able to exercise sound judgement in emergency and non-emergency situations. Is able to speak clearly, distinctly and politely. Is able to exercise tact and courtesy in frequent contact with the general public. Is able to establish and maintain effective working relationships as necessitated by work assignments.
• Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any…