Emergency Communications Dispatcher I - $2,000 hiring incentive

Primary Responsibility: Under general supervision, performs specialized radio and communications work in the Sheriff's Office, serving as emergency telephone and radio dispatcher on an assigned shift in a 24/7 operation. Work involves receiving emergency and non-emergency incoming calls; dispatching applicable resources, including law enforcement, fire and emergency medical services; providing emergency medical dispatch and operating computer software to enter and retrieve information for deputies. The Emergency Communications Dispatcher is required to adhere to confidentiality polices. Capability of making quick judgments and decisions while applying standard operating procedures and policies in emergencies, The Emergency Communications Dispatcher will have a willingness to share in the total workload in the dispatch division of the Sheriffs Office, including scheduled and unscheduled overtime.

Supervised by: Emergency Communications Dispatch Director

Supervises: N/A

FLSA status: Non-Exempt

Pay Grade: NE10 - $26.74 - $34.72

Hiring Range: $26.74 - $30.72 - depending on experience

Open Until Filled

Hiring Incentive to be paid:

$1,000 60 days from the start of employment

$1,000 8 months from the start of employment

Main Job Duties:

• Operates communication systems to receive emergency and non-emergency incoming calls for Sheriffs Office; receives complaints and requests for service by telephone or radio; determines district of each caller; obtains necessary information to determine nature of problem, following established guidelines; scans status charts and computer screen to determine availability of units; dispatches closest necessary officials, including police, fire, medical, and other personnel and equipment; relays instructions and/or advises callers of proper contact for assistance or information; and prepares computer aided dispatch record on each service incident.
• Manages locations through geographical verification within multiple systems and maps to determine jurisdiction, and appropriate response plan for an incident.
• Operates computer terminal and software to access Department of Revenue, CBI/FBI, CCIC and NCIC databases to enter, store, clear and/or retrieve information as requested or otherwise necessary, including stolen vehicles and articles, missing and wanted persons, vehicle registration data, drivers histories, warrants, etc. Comply with CJIS policies to maintain 24 hours tending of the CBI terminal while sending / receiving teletypes with other governmental agencies
• Assists other agencies outside of the county with requests for service and coordinating response expectations and needs via radio telephone and terminal.
• Operates and monitors FCC approved radio communications equipment, paging equipment and computer software.
• Processes all in-bound and out-bound calls, including emergent and non-emergent, through computer- based software while adhering to proper call handling techniques. Transfers to appropriate jurisdictions, departments. Provides information of county fire, law or medical statuses and/or provides referrals for callers to contact departments that can provide support more specific to callers needs/inquiries.
• Maintains status of patrol deputy at all times including knowledge of location and activities. Maintains location awareness on all apparatus, personnel and emergency partners accurately. Maintains CAD entries of all dispatch activity.
• Advises necessary personnel of major situations and incidents. Utilize all resources to notify appropriate command staff, leaders, and other agencies for mutual aid.
• Interacts with members of the community, law enforcement, medical agencies, fire agencies and personnel from other agencies as necessitated by work assigned.
• Promptly and efficiently dispatches appropriate response to emergency situations.
• Troubleshoots errors within software, hardware and any issues that arise within the center. Submits support tickets to multiple vendors and supervisor for tracking and repair.
• Works with State courts to submit accurate warrants. File, log, process conditional documents and track all required steps necessary. Read reports, verify information, and endure accurate, complete and timely procedures are followed including retention schedule standards.
• Provides Emergency Medical Dispatch (EMD) per state guidelines when dealing with injury or health related incidents.
• Provides assistance and/or information to the hearing impaired utilizing the TDD equipment. Ability to work with language interpretation services and rely information accurately and concisely.
• Maintains continued educational standards. Attends trainings on/off property to improve and build upon skills that relate to 911 standards, radio standards, CPR and First Aid and much more.
• Must be able to operate and maintain various office equipment including multiple computers, printers, copy/fax machines and phone systems at a high level.
• Prepares briefings for following shift.
• Works efficiently, independently, and accurately in the absence of supervision.

Additional Duties:

• Other duties as assigned by command staff and any duties needed to stabilize an emergency situation.

Hours:

• Must be available for shiftwork (including weekends, nights and holidays), for on-call coverage, and subject to overtime work as necessary. Shifts are designed to cover 24-hour operations, 7 days a week, 365 days a year. May work alone at times. Current shifts are 4, 10-hour shifts and are subject to change dependent on staffing levels and center needs.

Qualifications:

• Education: Must possess a high school diploma or equivalent. Training in emergency services dispatching and first aid preferred but not required.
• Proficiency on computers and ability to learn complicated programs. Computer literacy including basic typing skills.

Ability to:

• Generate professional and effective working relationships with co-workers, medical agencies, fire agencies, partner agencies, supervisors, the community, as well as county, state and federal employees necessitated by work assignments.
• Follow complex instructions with the ability to comprehend information given related to law enforcement, fire and medical operations.
• Speak calmy, clearly and in an understandable manner. Ability to transition from; concise and short radio transmissions with full information, to more citizen-based service while on the telephone.
• Use multiple phone skills including, patience, calming techniques, negotiating, interviewing, directions. Speak and listen effectively with callers of diverse backgrounds, ages and experiences.
• Respond quickly and calmly to emergency situations and to adopt effective courses of action. Make quick decisions while applying standard operating procedures, policies, best practices and provide reasonable assistance.
• Establish and assert control while staying calm and composed in actively stressful situations. Diligently perform all skills and tasks during high-stress incidents. Responding professionally and kindly and showing compassion to irate, disgruntled, hysterical and emotional callers,
• Speak one or more foreign languages favorable.
• Accurately and effectively transmit and receive information that is necessary to the accomplishment of goals and objectives, including effective written and oral communications in English; and the ability to listen.
• Multi-task such as listen, talk, and key information concurrently. Collect information audibly from multiple sources simultaneously.
• Collect, comprehend, speak and accurately key/read combinations of letters, numbers, and words, both through plain speech and phonetic alphabets.
• Research and investigate through software and programs to assist field responders including the coroner, investigators, and law enforcement with information obtained.
• Problem solve and make rational conclusions based on the acquired particulars. Exercise independent judgment and initiative in receiving messages, responding to emergency situations and dispatching calls.
• Adapt to change. Schedules, software, equipment and priority changes all require the ability to adapt and adjust when applicable.
• Flexibility and reliability are crucial to a 24/7 operation. Punctuality and responsibility to the schedule is important to maintain the health and success of the center, co-workers, and continued service to the community.
• Adhere to rules, directions and policies; follow orders and remain in compliance of local, state and federal guidelines set forth.
• Willingness to be trained, coached, counseled and corrected. Ability to self-evaluate and accept criticism as guidance to success. Must be able to apply corrections given and learn from past mistakes made by self and others.
• Dedication to the pursuit of the highest standards, while promoting responder and public safety.
• Process and solve basic math problems including addition, subtraction, multiplication and division.

Certifications:

• Obtain OSN within 6 months of request to CBI.
• Obtain CCIC/NCIC and NIBRS Certification within 6 months of request to CBI.
• Must possess FEMA ICS 100 and 700 certifications within 6 months of employment.
• Emergency Medical Dispatch (EMD) within 120 days of employment.
• CPR Certification within 120 days of employment.
• Obtain Certificate of Completion for 20 weeks in-house training and evaluation program.

Mental/Physical Requirements:

• Acceptable hearing to hear well on the telephone, radio and employee contacts.
• Must be able to work under stressful situations, such as answering multiple-line phones and receiving directives from several sources. May be involved in situations which are violent, distasteful, highly emotional, or representative of all levels of criminal conduct.
• Must be able to perform, without additional assistance, all physical movements required for immediate emergency service dispatching, including operating telephones, radios, paging devices and multiple computer stations.
• Constant use of vision to read documents, view multiple computer screens and see close and distant objects.
• Frequently use finger dexterity and operate a keyboard and computer mouse
• Work varied shifts and hours in the day, evening and nights while adjusting sleep patterns
• Working and maintaining visual of 6 monitors at close proximity
• Pass written, typing (40WPM), computer, spelling, audible exam. Complete integrity, one-on-one and oral board testing.
• Pass drug screen testing
• Work involves frequent walking, standing, sitting, vision sufficient to read a variety of material and complete computer work; distinguish colors; hearing, speaking, listening and writing.
• Work involves light to medium (25 lbs.) lifting and carrying, pulling, pushing, reaching, use of fingers and hands, bending/stooping, twisting, kneeling, and squatting.

Experience:

• No experience required.