608-006 - 911 DISPATCHER
|Class Title: 9-1-1 Communications Center Dispatcher|
Grade Number: 13M; $18.9702-$25.6099 per hour
The employee receives and processes both emergency (9-1-1) and non-emergency calls for service from the public and other agencies. Performs a variety of functions and procedures to quickly and accurately facilitate both written and oral communications between the public and emergency services, such as police, fire and ambulance using the telephone, two-way radio, computers, and other technologies. Also, serves as a link between emergency services and other essential services such as City departments, State agencies, utility companies and hospitals.
Works under the supervision of the Communications Center Shift Supervisor or designee.
May exercise supervision, as directed by the Communications Shift Supervisor or Superintendent of Communications.
DUTIES AND RESPONSIBILITIES
a) Under general supervision, answers incoming 9-1-1 and non-emergency calls
b) Evaluates each call and responds according to set policy and protocol, which may include documentation, computer entry, and further processing
c) Dispatches appropriate public safety personnel, as per policy and procedure
d) Assists Police, Fire, EMS and other public safety personnel in the transmission of information, instructions and messages to other City agencies, utilities, hospitals, and other essential services
e) Receives and processes calls of complaint or information seeking nature and provides data on current local events or refers caller to proper agency
f) Maintains radio contact with all in-service emergency units and is aware of their location and availability for dispatch
g) Uses computer terminals and routine clerical and administrative procedures to record, store and retrieve data
h) Accesses City, State and Federal police information computer systems upon request of authorized personnel
i) Monitors City-wide Public Surveillance camera system in accordance with established policies and procedures and takes appropriate action as required
j) Must posses poise, self-discipline, and emotional stability in emergency situations
k) Must have clear, unimpaired speech, acute hearing and have full function and dexterity in both hands
l) Must have visual acuity and the ability to quickly and accurately distinguish between colored information on a computer screen.
m) Provides quality and effective customer service with courtesy and understanding to our customers, citizen and internal departments
n) Performs other duties, including those of other classifications (higher or lower) and standby crews, as assigned and/or as conditions warrant
o) Observes established work rules and practices on quality of work and personal conduct
Education and Experience:
a) Graduation from High School, or
b) High School General Education Development (GED) Certificate, or
c) Equivalent combination of related education and experience, and
d) Multilingual skills preferred
Required Certifications (To be obtained prior to the end of the training period):
b) Emergency Medical Dispatch (From Medical Priority Dispatch)
c) State Dispatcher (From PEMA)
d) NIMS 100, 200, 700, 800 (From FEMA)
e) CLEAN Terminal Operator (Testing and Background from PA State Police)
Necessary Knowledge, Skills and Abilities:
a) Previous experience, knowledge, or the ability to effectively learn and understand the procedures and methods used in the operation of a public safety communications center
b) Previous experience, knowledge, or the ability to effectively learn and understand the use and proper care of radio, telephone, computer and other job-related equipment
c) Knowledge of major streets, highways, rivers, public places and geographical landmarks with the City of Allentown and surrounding Lehigh County
d) Previous experience, knowledge, or the ability to effectively learn and understand the general function of the City Police, Fire, EMS and other public safety agencies
e) Ability to quickly and accurately follow written and verbal instructions
f) Ability to reason clearly, analyzing situations rapidly and accurately in order to quickly adopt an effective course of action
g) Ability to speak clearly, distinctly, and concisely in a well-understood voice, using good diction in the English language
h) Ability to spell correctly using proper English
i) Ability to quickly and accurately transcribe written, audible and visual information into computer based fields and forms at a rate equal to or greater than that defined in Selection Guidelines
j) The ability to monitor, process, and respond to audible information received from several different sources at the same time
k) Ability to function under stressful conditions and perform more than one (1) function at a time
l) Must maintain confidential information according to the legal standards and regulations as required
m) Overall criminal background must be clear of any significant convictions, greater than a Summary offense or Traffic Violations
a. Applicant must pass a fingerprint level back ground check conducted by the Pennsylvania State Police and be able to be certified as a CLEAN operator by the same agency
n) Must posses a high level of personal integrity
TOOLS AND EQUIPMENT USED
a) Requires intensive daily use of personal and networked computers
b) Familiar with Microsoft Office suite
c) Operates and/or interacts with all Bureau specific hardware and software applications including, but not limited to, CAD, Radio System, telephony system, Camera System, Mobile Computers, Records Management System, alarm/warning systems and recording systems
The physical demands 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.
While performing the duties of this job, the employee is constantly required to sit and talk or hear. The employee is required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, ability to adjust focus, and differentiate between colors. The employee must routinely monitor, process, and respond to audible information from several sources at the same time.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee may be subjected to excited, abusive, foul mouthed, incoherent, drunk, impaired or hysterical callers. The employee may be subjected to disturbing or violent images while monitoring or reviewing the street surveillance camera systems.
The noise level in the work environment is moderate to loud.
Formal application, rating of education and experience; oral interview and background / reference check.
Successful completion of a computerized, job related skills/aptitude test with a minimum overall passing score of 80%. This includes successfully completing the mandatory skills sections contain within the test. In addition, a minimum keyboarding score of 3,070 KPH (keystrokes per hour) must be obtained to be considered a successful candidate.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.