Emergency Communications Dispatcher II

Position Summary

The Emergency Communications Department (ECD), also referred to as "9‑1‑1", is a standalone department that operates the Countywide consolidated emergency communications system. The department is the primary Public Safety Answering Point (PSAP) for the County of Monterey and provides emergency and non‑emergency call answering and dispatch services. Communications Dispatcher II’s are under general supervision, dispatch public safety personnel and equipment for law and fire agencies, answer 9‑1‑1 and non‑emergency calls, and operate the computer‑aided dispatch (CAD) system.

• Receive 9‑1‑1 and non‑emergency calls; use interrogation techniques to determine the appropriate level of service.
• Enter information by typing while having a live conversation into the CAD system.
• Determine scene and responder safety; transfer the call to the proper emergency service provider or provide information to field units and/or the public.
• Manage callers who may be in distress or highly emotional.
• Initiate incident response.
• Dispatch police or fire personnel and equipment on routine and emergency calls using CAD, computer terminals, radio dispatch consoles, and related equipment.
• Control radio traffic, monitor, and maintain status of assigned public safety personnel and equipment at all times.
• Analyze situations accurately and take effective action to assure officer and public safety.
• Utilize map and GIS software to identify locations and monitor units.
• Inquire, interpret, verify, receive, and disseminate information from law enforcement computer networks regarding wanted persons, stolen property, vehicle registration, and related matters.
• Provide instructional and on‑the‑job training to staff as assigned.
• Receive reports and coordinate the dispatching of emergency vehicles and public safety personnel.
• Provide backup to other dispatchers as necessary.
• Record the nature and source of all incoming and outgoing phone and radio messages as required.
• Relay critical information as quickly as possible.

Will have a proven track record demonstrating the following knowledge, skills, and abilities.

Working Knowledge of

• Techniques, procedures and methods used in the operation of a public safety communications center.
• The operation of a public safety computer‑aided dispatch system, video display terminals, radio dispatch consoles, enhanced 9‑1‑1 telephone system and other associated public safety communications equipment.
• Two‑way radio, telephone, and other related equipment commonly used in public safety dispatching.
• Rules and regulations of the Federal Communications Commission pertaining to radio and telephone operations.

Skills and Abilities

• Communicate clearly, concisely, and effectively.
• Operate the public safety CAD system, telephone system, computer terminals, radio dispatch consoles and associated equipment.
• Monitor audible information from multiple sources (telephone, radio, and co‑workers) in an open space and noisy environment.
• Interpret rules, regulations, policies and procedures.
• Document information in English in a clear, organized, concise and understandable manner.
• Coordinate multiple events and emergency responses.
• Retain, recall, and evaluate facts and or details solely from memory.
• Deal tactfully with the general public, law enforcement and other officials.
• Empathize with members of the public in sensitive and/or distressful situations.
• Perform multiple tasks while monitoring background telephone and radio communications.
• Multi‑task requiring simultaneous typing, talking on the radio, answering multiple telephone calls and radio traffic, and switching between computer screens and applications.
• Work under pressure, exercising good judgment and common sense while making sound decisions in emergency situations.
• Read and interpret various mapping devices and relay pertinent information.
• Establish and maintain cooperative relationships with co‑workers, management staff, public safety personnel and the general public.
• Provide effective customer service.
• Transition from periods of mental and physical inactivity to periods of intense and stressful mental and physical activity (rapid keyboarding)…