Public Safety Dispatcher

HIRING PROCESS*

• Application screening
• CritiCall skills testing (More information about CritiCall TestGenius can be found here: https://criticall911.com/dispatcher-testing/applicants.)
• Oral board interview
• Dispatch center sit-in
• Background investigation
• Executive interview
• Psychological evaluation
• Physical and drug screening

*Notification and other communication during the hiring process is done via email and phone.

NATURE OF WORK
Public Safety Dispatchers must be able to independently answer and process 911 calls and non-emergency calls related to requests for public safety services. Duties often involve giving safety admonishments, medical instructions, and making determinations that may have a high degree of liability.  Dispatchers must also use radio equipment and other technology to coordinate a response from police, fire, and medical personnel. Dispatchers are responsible for documenting information related to calls for service as well as accounting for responder safety. This position works under the general supervision of the Communications Supervisor and/or Communications Director. This is a non-supervisory position.The duties listed are intended only as Illustrative examples of the various types of work that may be performed by individuals in this classification. Any of the following duties may be performed. These examples are not necessarily performed by all incumbents and do not include all specific essential functions and responsibilities the incumbent may be expected to perform.

• Handles emergency and non-emergency phone calls and dispatches police, fire and/or medical response with a high sense of urgency.
• Occasionally handles requests for service via text to 911, email, or other methods of communication.
• Manages callers and quickly gathers pertinent information while providing professional, high-quality service.
• Provides instructions to callers to help guard their safety as well as the safety of others.
• Remains on the phone with callers as situations require.
• Communicates with responders via radio, phone, mobile data terminal, and other methods.
• Appropriately routes calls for service in outside jurisdictions to the appropriate Public Safety Answering Point (PSAP), places outbound calls as needed.
• Comply with regulations and requirements for the use of any data systems accessible through local, state, regional, federal or international networks (e.g. RMS, DMV, LEDS, NCIC, Interpol, etc.)
• Enters accurate and orderly information into computer systems to generate and update calls for service while talking on the phone; simultaneously monitors and responds to radio traffic from responders on multiple channels and frequencies.
• Maintain awareness of activity in the field and within the dispatch center; document and update unit status; gather and relay any and all information related to responder safety.

• Maintains working knowledge of geography of 911 service area and surrounding area; utilizes various maps to determine appropriate response.
• Handles sensitive information and maintains confidentiality.
• Obtains and retains necessary licensing and training within specified timeframes.
• Adheres to all City and Department policies; follows state and federal laws.
• Other duties as necessary or assigned.

EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent.

• Ability to keyboard accurately by touch at 35 wpm or faster. Ability to learn to use required computer systems, software, and other equipment necessary to perform the essential functions of the position.
• Ability to troubleshoot and resolve simple computer and equipment issues.
• Ability to operate radios systems, clearly enunciate, appropriately use agency terminology and codes, plain speech and phonetic alphabet.
• Ability to monitor 5 or more computer screens.
• Ability to learn the geographic area, community, agency resources, standard operating procedures, and mutual aid agreements; ability to use maps and related location software.
• Excellent listening skills and the ability to communicate clearly and elicit needed information from emotionally stressed and otherwise challenging callers.
• Ability to multitask and change quickly between essential tasks.
• Ability to maintain good working relationships with co-workers, all 911 Users Agency members and the public.
• Ability to remain calm in emergency situations and make accurate, logical decisions quickly while processing large amounts of information.
• Ability to manage stress, exercise discretion, and demonstrate sound judgement. 

Ability to obtain and maintain all required state certifications and licenses by the end of the 12-month probationary period including:

• Certification as Department of Public Safety and Training (DPSST) Basic Telecommunicator.
• Certifications as DPSST-Emergency Medical Dispatcher (EMD).
• LEDS Entry/Inquiry level certification
• CPR and First Aid certification

Ability to pass a medical examination that includes vision, hearing, and drug tests.

Ability to pass a psychological evaluation.

Ability to successfully pass a comprehensive background investigation including criminal history check and obtain an Oregon State Police Criminal Justice Information Systems clearance.

Possess and maintain an Oregon Driver's License (or obtain within 30 days if from out of state) with an acceptable driving record. 

US citizen or be able to obtain citizenship within 12 months after date of appointment.

Must be at least 19 years of age.

Ability to work rotating shift work and/or compressed work schedule, including days, nights, swing, weekends and holidays.

Once released from field training, ability to work alone with no cover for up to 12 hours.

Ability to work mandatory overtime with little to no notice and/or respond to the workplace from home when emergency situations warrant.This is a non-supervisory position. Lead work/coordination of the work of others is not a typical function assigned to this position. Incumbents in this position may provide training and orientation to newly assigned personnel.

Salary : $61,332 - $71,880