Dispatcher

Job Title: Telecommunications Officer (Dispatcher)

Department: Police Department

Reports to: Communications Supervisor

Status: Non-exempt

Prepared By: Personnel Department

Salary/Grade: 24/1

Summary: Under general supervision, is responsible for answering 911 emergency calls and assisting citizens in obtaining emergency services. Responsible for performing technical and administrative radio communications involving the deployment of police, fire, and EMS personnel according to request for service and available manpower.

Work involves the operation of telephone equipment and computer terminals in the Police Department.

Essential Duties and Responsibilities include the following:

• Operates in conformance with federal, state, and local laws; and department and city policies and procedures

• Answers the 911 universal emergency telephone number in the Police Department.

• Determines the nature of the emergency enters necessary information into the computer system and dispatches correct services as per protocol.

• Routes emergency telephone calls to the proper governmental agency.

• Assists Police Officers, Fire, and EMS in obtaining services.

• Maintains communications with emergency personnel and provides necessary support to field personnel via police radio, telephone, computer, and MDT’s.

• Determines classification of service request and jurisdiction.

• Deploys field personnel according to need and priority of the request for service.

• Maintains constant status of field units and updates dispatch information utilizing the computer assisted dispatch systems.

• Runs vehicle registration and stolen vehicle checks.

• Runs warrants and missing person checks on subjects.

• Calls complainant and alarm companies back for further information.

• Orders wreckers, wagons, etc. as needed.

• Sets up and coordinates with field units

• Operates multiple computers and radio console equipment. Monitors cameras, secured areas, and entrance points of police department.

• Elicits, remembers, and accurately records vital information using police codes.

• Verifies driver’s license identity or vehicle ownership for patrol officers.

• Performs related duties and fulfills responsibilities as required

Supervisory Responsibilities: None, but will often work without direct supervision.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Manages difficult or emotional customer situations; ability to assist irate citizens tactfully

• Oral Communication - Knowledge of basic telephone techniques and public relations

• Written Communication - Writes clearly and informatively; able to read and interpret written information

• Leadership - Exhibits confidence in self and others; accepts feedback from others.

• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values.

• Judgment- Must have the ability to work under pressure, exercise good judgement and make sound decisions in emergency situations.

• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently.

• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions.

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality

• Quantity - Meets productivity standards; completes work in timely manner.

• Safety and Security – Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly

• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays or unexpected events.

• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent.

• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions.

• Initiative - Volunteers readily; undertakes self-development activities; looks for and takes advantage of opportunities; asks for and offers help when needed.