Public Safety Dispatcher I

CHARACTERISTICS OF WORK

This is specialized communication work, receiving and screening medical, fire, and police telephone calls for service in the 911 Communications Center.

Employees in this class are responsible for the accurate, rapid and effective evaluation of, and response to telephone calls for information and medical, fire, and police assistance.

Work is performed in accordance with prescribed procedures and departmental regulations. However, independent judgment is exercised in determining the necessity for dispatching medical, fire, and police units to the scene.

Supervision is received from a communications supervisor who review s work for conformance to proper procedures and who confers with the employee on unusual or difficult calls.

The complaint officer may also be required to train and supervise the work of new complaint officers. This position requires extreme confidentiality and professionalism.

ESSENTIAL EXAMPLES OF DUTIES

The following illustrates examples of some of the essential duties and responsibilities of the Complaint Officer I. There may be other essential functions, not listed below, in order to accomplish the tasks as presented by the Commander.

• Serves on a rotating shift schedule.
• Receives requests for emergency services from the public and screens those requests in accordance with the established policies and procedures.
• Operates the telephone switchboard and responds to calls in a prompt and effective manner.
• Performs all assigned tasks in compliance with Federal, State, County and City laws and ordinances as well as Departmental rules and regulations.
• Receives telephone calls from the public relative to the reporting of accidents, crimes, disturbances of the peace, suspicious persons, fires, medical emergencies and a variety of unusual incidents.
• Evaluates the need for medical, fire, and police assistance by determining the exact nature of the incident, geographic location, governmental jurisdiction, and if required, priority code to be used in dispatching units to the scene.
• Reviews and answers requests for information from other law enforcement agencies, ambulance companies, hospitals, automobile wreckers, and the public.
• Contacts ambulance services, public safety agencies, utilities and service providers and directs them to the appropriate incident locations when necessary.
• Records all required information on Log Cards, automated terminals and / or other related forms as deemed necessary.
• Utilizes Computer Aided Dispatch (CAD) and Records Management System (RMS) programs.
• Performs equipment tests on a regular basis.
• Originates orders to communications operators either in written form or via a computer aided dispatch system which will result in the dispatch of police, fire, and medical personnel to the desired location.
• Telephones automobile wrecking companies to request removal service at the scene of traffic accidents.
• Performs clerical duties such as light typing, photocopying, filing and inventory control.
• Maintains activity records of telephone calls received and action taken.
• Works as Call Back Officer.
• Maintains activity records of request for medical, fire, and police service and action taken by entering any required data into the appropriate computer system.
• Cleans and performs light maintenance on work stations, computer equipment and other related equipment on a regular basis.
• Performs related work as required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of modern medical, fire, and law enforcement practices, procedures and methods.
• Knowledge of the proper legal functions of government agencies, sufficient to answer or redirect citizen inquiries.
• Knowledge of Fire and Police departmental regulations pertaining to complaint and dispatch activities.
• Knowledge of the roadways and political boundaries of the incorporated city area.
• Knowledge of the organizational structure of City departments and key personnel.
• Knowledge of City facilities, local geography, landmarks and jurisdictional boundaries.
• Skilled in the use of computer terminals, advanced multi-line telephone equipment, computer aided dispatch system, records management systems, radio communication and related equipment.
• Ability to perform a variety of clerical duties including, but not limited to photocopying, filing and inventory control.
• Ability to train and supervise new complaint officers.
• Ability to react quickly and calmly in emergencies.
• Ability to communicate effectively with the public by means ofthe telephone or person to person contact.
• Ability to deal calmly and effectively with the public.
• Ability to keep simple records.
• Ability to hear accurately and speakclearly, using good diction.
• Ability to analyze information from a variety of sources, assesses a situation, use sound judgment in drawing valid conclusions and takes appropriate action in crises situations that may include life and death decisions.
• Ability to prepare and maintain accurate files, logs and other written or computerized records and reports.
• Must be able to read andspeak both English and Spanish with fluency.
• Ability to spell correctly and write legibly using correct grammar.
• Ability to verify information and solve discrepancies.
• Ability to look up information in directories by index or cross reference.
• Ability to understand, retain and apply detailed and complex written, verbal and demonstrated procedures, information and regulations to a variety of situations.
• Ability to effectively prioritize duties when dealing simultaneously with several functions.
• Ability to communicate effectively, verbally and in writing and maintain effective working relations with other employees, outside agencies, and the public by means of radio, telephone or person-to-person contact.

PHYSICAL REQUIREMENTS

The following are some of the physical requirements associated with this position. Reasonable accommodation may be made by the City to enable an individual to perform the essential duties / functions of the position.

• Must have ability to effectively communicate and interact with other employees and the public through the use of telephone and personal contact as normally defined by the ability to see, read, talk, stand, hear, hands to finger dexterity, handle, feel or operate objects, read and write English.
• Physical capability to effectively use and operate various items of office equipment; such as but not limited to a personal computer, calculator, copier and fax machines.
• Work is performed indoors within a quiet to moderately noisy environment.
• Must be able to lift, carry and or push articles weighing up to 20 lbs.

MINIMUM TRAINING AND EXPERIENCE

• High School Diploma or G.E.D. from an accredited school / institution.
• Must type 25 words per minute, as demonstrated in an exam.
• Trained in the handling of emergency calls is highly desirable, but not necessary.
• Skilled in the use of computer terminals is desirable.
• Must be able to obtain certification as 911 Public Safety Telecommunicator by the State Of Florida within one year of date of appointment / hire.
• Upon completion of training, must pass test and obtain certification by the International or National Academy of Emergency Dispatch in Emergency Medical Dispatch (E.

M.D.) and Emergency Fire Dispatch (E.F.D.).

• Must be able to obtain C.J.I.S. Certification immediately upon being appointed / hired.
30+ days ago