Dispatcher, Customer Service​/HelpDesk

Responsibilities

Responsible for responding to emergency and non-emergency calls received thru the enhanced 911 system, in accordance with established procedures. Performs a full range of radio and telephone operational duties in a 24-hour facility. Keeps official records and assists in the administration of the standard operating policies and procedures in the dispatch center. Work is performed under the supervision of the Director.

No supervision is exercised over other employees.

• Complies with allstate and federal dispatch standards for telecommunications.
• Monitorstelephones, radio, and other dispatch equipment.
• Answers incoming calls and ascertains nature of calls, gathering all necessary information to transmit or relay.
• Handlessimultaneous radio communications as well as simultaneous telephone calls,asking a series of pre-determined questions and simultaneously enteringresponse information into the CAD system for a unit to respond.
• Dispatches for emergency responses, broadcasts nature, location and time of call. Contactsall required personnel in the event of an emergency situation and relays information as required.
• Maintains log onradio and telephone communications, location of personnel, in the event ofan emergency situation maintains on-going contact with the respondingpersonnel and keeps them informed of all incoming pertinent information.
• Maintains Dispatch Center work area and equipment according to department standards and reports any deficiencies to their immediate supervisor.

• Considerableknowledge of City streets and locations.
• Must be able to evaluate emergency situations and make decisions under pressure.
• Must be able toprint legibly so report entries can be easily interpreted.
• Considerableknowledge of procedures in operating communication equipment.
• Ability tofollow chain of command in Communications Center in accordance with department policies and procedures.
• Willingness andor ability to work holidays/weekends and work irregular duty assignments.
• Interpersonal skills as applied to interaction with coworkers, supervisor, the general public, sufficient to exchange or convey information and to receive workdirection.
• Ability to interpret Police/Fire Department rules and regulations and ability toexplain such rules to the general public.
• Ability to maintain confidential information.

• High school diploma or equivalent, with two years of responsible full-time working experience.
• Minimum of one year of experience in operating communications equipment including, but not limited to, multi-line phones, computers, or two-way radios.