Communications Dispatcher

Description

Performs a variety of routine and non-routine clerical, administrative and technical work in receiving, prioritizing and dispatching emergency and non-emergency calls for police and other services using computers, a multi-line telephone and 911 systems. Responsible for fast, efficient and accurate receiving, dispatching and processing of calls and messages from and to emergency vehicles and personnel on an assigned shift; keeping official records; and in the administration of the standard operating policies and procedures of the department.

SUPERVISION RECEIVED:

Works under the supervision of the communications manager

SUPERVISION EXERCISED:

Job has no responsibility for the direction or supervision of others but may exercise some supervision over junior dispatchers as a communications training officer (CTO) and/or by being the senior dispatcher on duty as outlined in the department policy manual.

Essential Duties and Responsibilities

Monitors telephones, video systems, computer systems, 911 systems, and radios in the dispatch center, answers all incoming calls and ascertains nature of call, gathers all necessary information to transmit or relay. Answers incoming calls and routes callers or provides information as required. Provides detailed information and/or manages information in such a manner as to reduce repeated calls from individual and increase customer service and satisfaction.

Prioritizes and dispatches police, fire, EMS and other response vehicles for emergency responses; broadcasts nature, location and time of incident; contacts all required personnel and other local concerns such as the fire department or utility companies in the event of an emergency situation; ensures the presence of reserve units by contacting personnel designated for call-back; relays information as required.

Work cooperatively with the communications sections of all other law enforcement agencies including the Department of Public Safety, National Forest Service, and a host of local police and public safety agencies. Provide for effective communications not only in routine operations, but also in emergency and disaster situations in a high stress environment.

Maintains a log and/or makes computer entries on all communications and the locations of personnel and equipment. In the event of a call for service or an emergency situation, maintains ongoing contact with the responding personnel and keeps them informed of all pertinent information. Keeps track of various information including traffic lights out, street closures and keeps emergency personnel well informed.

Often works in an autonomous fashion using time management skills and discretion in tasking to ensure essential functions are completed in a timely manner. Required to perform a wide variety of tasks simultaneously while maintaining effectiveness and accuracy. Maintains work area and equipment in clean and working condition.

Composes, types, and edits correspondence, reports, memoranda, and other material requiring judgment as to content, accuracy, and completeness. Inputs data to standard office and department forms, both manual and automated, makes postings to various reports; compiles and tabulates data. Maintains dispatch documents and records. Enter and update all citations, complete fingerprint cards, enter reports.

Operate ACJIS terminal and enter/remove all required ACJIS information (property, persons, etc.). Properly create and disseminate all teletype information from ACJIS/NCIC. Have knowledge and ability to locate and use correct procedures utilizing three separate manuals: the NCIC Code Manual, the NCIC Operations Manual and the ACJIS Manual.

Coordinates activities with other dispatchers, officers, or other City departments as needed, exchanges information with other law enforcement agencies, and obtains advice from the City Attorney regarding cases, policies and procedures, as needed and assigned. Properly informs supervisors and top staff regarding sensitive issues or developing trends affecting the police department.

Maintains a high level of personal and professional conduct that enhances the public trust in law enforcement. Adheres to the tenants of the Law Enforcement Code of Ethics.

Receive the public and properly represent the department in person, on the telephone and on the radio. Effective in verbal and written communication in order to interview victims and witnesses and obtain routine and critical information in stressful conditions. Uses well developed communication skills to de-escalate situations on the telephone in order gain the maximum amount of information from sometimes hysterical callers.

Performs all duties in strict compliance with appropriate safety and security standards. Ensures all applicable safety and health rules and regulations are followed.

Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Participates in the accomplishment of organizational, departmental and workgroup goals and objectives.

Performs other duties of a similar nature or level as assigned

PERIPHERAL DUTIES:

Serves as a member of various employee committees, within the department and for the city as a whole; Monitors lobby traffic when front office staff is unavailable. Monitors individuals in holding cells for proper conduct, safety, and medical or other needs, assist in the searching of same-sex prisoners when required.

Desired Minimum Qualifications

Education and Experience:

(a) Graduation from high school or GED equivalent; and

(b) Two (2) years of increasingly responsible related experience in customer service, general office, communications, or records management, or

(c) An equivalent combination of education and experience.

Necessary Knowledge, Skills and Abilities:

(a) Working knowledge of computers and electronic data processing; working knowledge of modern office practices and procedures; some knowledge of accounting principles and practices.

(b) Skill in the operation of the tools and equipment listed below.

(c) Ability to communicate effectively verbally and in writing. Ability to handle stressful situations. Ability to learn applicable laws, ordinances, and department rules and regulations. Ability to exercise logic, reason, and creativity in evaluating situations and in making decisions. Ability to provide the best service to the public while adhering to laws, ordinances, and department rules. (d) Ability to type 45 words per minute.

Special Requirements

(a) Valid Arizona Drivers License or ability to obtain by first date of employment, and

(b) Ability to obtain, and maintain, ACJIS Terminal Operator Certification

(c) Must be able to work nights, weekends, and holidays as required, and

(d) Must be able to read and write the English language.

For an overview of Full Time benefits click here