Dispatcher

General Summary

The Dispatcher role is a vital position that serves as the first point of contact in emergencies, coordinating police, fire, and medical services to ensure public safety. Dispatchers prioritize and evaluate incoming calls, provide precise location guidance, and manage resources through a Computer Aided Dispatch (CAD) system while maintaining awareness of ongoing incidents. This role demands strong decision-making skills, the ability to stay composed under pressure, and the flexibility to work various shifts in a 24/7 operational environment. Ideal candidates are detail-oriented, possess excellent communication skills, and can effectively handle high-stress situations, regardless of prior dispatching experience. Training will be provided to prepare successful candidates for the responsibilities of this essential role.

Essential Duties & Responsibilities

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Questions callers to quickly and accurately ascertain their location and nature of their problem to determine the type of response needed.
• Appease and effectively extract information from callers under stress.
• Interprets telephone or radio call and whether a police officer should be dispatched to the scene within the first few seconds of conversation to determine priority of call.
• Provides location information from maps and other resources, applying knowledge of streets, highway systems, and geography to provide appropriate and timely assistance.
• Detects unclear or unusual sounds on the phone or over the radio which may indicate a request for help.
• Records information received by typing accurately, while also communicating verbally and receiving new information.
• Makes sounds decisions and quickly reacts positively under stressful conditions.
• Logs information received and/or transmitted using computer terminals to input, query information, send teletypes, and communication via TTY as needed.
• Remembers details and procedures and applies such instantaneously in an emergency situation.
• Verifies warrants and interprets data quickly and accurately.
• Notifies Fire Dispatch of medical emergencies, such as attempted suicides, drownings, and serious injury accidents, etc.
• Dispatches calls to proper emergency/police units and enters appropriate information into a Computer Aided Dispatch (CAD) system.
• Prioritizes calls, monitors channels during critical incidents, determines appropriate officers to respond, and dispatches information to appropriate personnel.
• Maintains constant awareness of the status of units and updates this information as it changes.
• Work is performed in the City of Maricopa Emergency Communications Center under conditions requiring close contact with other employees, often during stressful situations.
• All other duties as assigned.

Minimum and Preferred Entrance Qualifications

Education and Experience

• High School diploma or GED equivalency.
• Any combination of training, education, or experience equivalent to one to three (1-3) years of experience in public contact or customer service experience which involves the operation of a multi-line phone system or radio communication system.
• Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities.

PREFERRED QUALIFICATIONS

• Motorola (Spillman) CAD Experience.
• Dispatching and/or Call taking at a Primary Public Safety Answering Point (PSAP) also known as a 9-1-1 Center or for a fire department at a Secondary PSAP.
• Experience with computer data entry and basic computer skills.
• Bilingual (Spanish) speaking skills are desirable.

Competencies for Successful Performance of Job Duties

Knowledge of:

• Professional telephone and communication protocols, including tact and etiquette for handling diverse and challenging situations.
• Advanced public relations techniques for effective interaction with citizens, coworkers, and emergency personnel.
• State statutes related to criminal codes, traffic laws, and local ordinances, including the Maricopa City Code and Communications Department Operations Orders.
• Departmental policies, procedures, general orders, and operational standards applicable to emergency dispatch.
• Local and regional resources, including community services and programs available to assist citizens in need.
• Geographic information, including Maricopa city streets, landmarks, boundaries, and the surrounding region.Skill in:
• Communicating with clarity, accuracy, and professionalism in both oral and written formats.
• Rapid decision-making and effective problem-solving under pressure, with limited information in emergency or crisis scenarios.
• Handling interactions professionally and respectfully with diverse groups, including coworkers, city employees, emergency responders, and the general public.
• Multitasking efficiently in a high-stress environment, including typing, recording, and processing data while actively engaging in verbal communication.
• Using computer-based tools and applications, such as Computer Aided Dispatch (CAD) systems and other emergency management software, to facilitate accurate and timely responses.Ability to:
• Speak clearly and confidently over the phone and radio, maintaining a calm and professional demeanor even with highly emotional or distressed callers.
• Manage stress effectively while maintaining focus, emotional control, and situational awareness during emergencies or high workloads.
• Process constructive criticism and respond appropriately to feedback or complaints.
• Prioritize tasks, extract critical information, and make sound decisions in fast-paced, dynamic environments.
• Tune out irrelevant information while focusing on key details and critical communications.
• Quickly learn and apply CAD formats, commands, and functionalities across multiple systems.
• Establish and maintain cooperative working relationships with colleagues, emergency responders, and community members.
• Adhere to strict confidentiality protocols and exercise discretion with sensitive information.

Other Job Requirements

• Employee must be able to work ALL shifts, i.e. nights, weekends, holidays, etc. The Emergency Communications Center works 24 hours a day, seven days a week, including holidays.
• Because of the confidential, sensitive nature of the information handled, successful completion of a background investigation and polygraph may be required. Candidates given a conditional job offer will be required to pass pre-employment alcohol/drug test, in addition to psychological testing.
• Must be able to obtain a Level A TOC certification within 6 months of start.

PHYSICAL DEMANDS

The physical demands and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The position is generally sedentary. Employees sit most of the time but may walk or stand for brief periods of time.

The City of Maricopa is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Job Type: Full-time

Pay: $23.80 - $36.18 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift

Work Location: In person

Salary : $24 - $36