911 Telecommunicator

Dispatcher

The purpose and mission of the Metropolitan Emergency Services Agency is to provide operation and management of the Division of Emergency Communications - 911 center, Division of Emergency Management, and the Division of Public Safety Communications - technology infrastructure to the City's Indianapolis metropolitan areas and Marion County. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County. This position is responsible for dispatching emergency and non-emergency calls for services for either EMS & Fire or Police Services. The position is not dual trained for dispatching both EMS, Fire, and Police services. The Incumbent is responsible for receiving and evaluating emergency and non-emergency calls for fire, medical, or police services agencies dependent on the telecommunicator's area of expertise and training. The incumbent dispatches appropriate units and following established protocols. Incumbent is required to direct emergency and non-emergency calls for service to fire, EMS, and police telecommunicators when unable to provide the necessary assistance to the caller due to training limitations. Incumbent is responsible for answering emergency and non-emergency radio traffic and function as a critical part of every incident by facilitating request and insuring procedures and protocol are followed. Incumbent follows the required knowledge of established policies and procedures, which controls most of the actions in this position. Incumbent must also rely on training and experience in cases when an incident falls outside of established standard operating procedures. Incumbent must be able to quickly assess any incident, determine the necessary response and be able to summons supervisory assistance when needed. Incumbent in this position shift may vary. Position reports to the Supervisor, Shift.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Position Responsibilities

• Processes emergency and non-emergency calls received via telephone while remaining apprised of all Fire, EMS, or Police officials within the jurisdiction of the 911 Center for Marion County
• Follows established policies, procedures, rules and regulations in handling emergency calls and incidents with specific focus to their trained operational field of Fire, EMS, or Police operations within the 911 Center
• Enters information into CAD, VESTA, Map, EMSystem, Locution and / or other systems used accurately
• Acquires and maintains necessary certifications as required by the division
• Operates CAD, Motorola MC7500, Locution, EMSystem, VESTA Telephone, VESTA Mapping, recording, and monitoring devices
• Must maintain confidentiality at all times
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time

Qualifications

High School Diploma or equivalent. Must be 18 years of age or greater. Must have excellent hearing & eyesight, be able to manually enter information into various systems by keyboard typing and capable of physically sitting for long periods of time at an assigned workstation. Must be able to pass a full scope background investigation to include a psychological and physical examinations. Cannot be convicted of a felony and most misdemeanor crimes which involved moral turpitude. Must be able to ensure the effective treatment of customers whether face to face or telephonically in a professional and courteous manner. Telecommunicator I, EMS, and Fire operations positions must be able to acquire and maintain EMD certification, APCO PST1or department equivalent and CPR certification within 1 year of hire date. Must pass Critical assessment test, all certification courses and successfully complete the MESA Communications training program. Must be able to read a map and provide directions, monitor road, weather conditions, and make necessary adjustments. Must be able to hear effectively. Attention to detail is required each all or transmission, every day. Must be able to communicate effectively as diligence is required for every transmission, every day. Must be able to work under extremely stressful conditions. The dispatch center is open 24 hours, seven days a week, including holidays. This position's shift (i.e., early, middle, or late) will be assigned based on the agency's current needs.

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