Telecommunicator - 911 Dispatch

TELECOMMUNICATOR

Supervised By: Lead Telecommunicator
Supervises: No supervisory responsibility

General Summary:

Under the direct supervision of the Lead Telecommunicator or the Central Dispatch Director, receives requests for police, fire, and emergency medical assistance from the public. Dispatches and/or relays calls for service to the appropriate police, fire, and emergency medical agencies or units. Assists emergency service agencies by collecting, storing, retrieving, and disseminating information vital to their operations.

Essential Job Functions:

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the duties, which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

1. Process calls received on all designated telephone lines.
2. Accurately record information provided by callers.
3. Question callers to determine location and nature of problem and accurately classify as an emergency or non-emergency call.
4. Simultaneously perform various tasks while in reception of multiple audio and visual sources (channels, talk groups, monitors, etc.). This includes answering multiple telephone calls for assistance and being able to quickly and effectively prioritize their call intake/call taking process. Effectively manage the process of simultaneous telephone calls and radio traffic from field personnel.
5. Determine in a timely manner the destination for referral of calls and complete the transfer with confirmation of its reception to the appropriate location. Initiate the call intake process of information needed for immediate dispatch.
6. Identify the jurisdictional responding agency and the priority of the call. Locate and dispatch the closest appropriate resource.
7. Document appropriate narrative data for dispatch. Document information received on an “open line” call. Continue to document traffic from field units into computer system or manual card system and update unit status as appropriate.

8. Provide updates on calls when applicable.

1. Maintain professional voice tone during emergency and non-emergency situations received by telephone and radio.
2. Receive and process all calls for service according to agency policies and/or procedures.
3. Communicate with citizens from various backgrounds, who vary in age, gender, and mental abilities, and may be under the influence of alcohol/drugs. Attempt to utilize foreign language interpreter service, as applicable, when a foreign speaking individual calls for assistance in order to determine nature and location of problem.
4. Process information from citizens who cannot or will not provide appropriate and necessary information to initiate a call.
5. Receive calls transferred from other agencies and process.
6. Prioritize pending calls for service. Be cognizant and aware of potential duplicate calls or related calls.
7. Re-contact callers that are disconnected to determine nature and location of call or event in accordance with local protocol.
8. Operate TDD and TTY equipment in order to process calls from hearing or speech impaired individuals in need of service.
9. Possess and maintain knowledge of agency policies and procedures.
10. In accordance with local protocol, be able to advise citizens of actions to take during emergency and non-emergency situations.
11. Be able to refer or process internal complaints or requests for repair or service of agency equipment and systems.
12. Process and prioritize various information requests using local, state, federal, and international databases in a computer environment.
13. Receive, document, and disseminate additional requests for information and resources.
14. Disseminate to other agencies pertinent information via telephone, radio, computer, or other appropriate communication devices.
15. Monitor equipment alarms. Monitor other alarms from outside sources if applicable.
16. Coordinate, document, and track, the response of mutual aid resources.
17. Immediately respond to requests for back up units and dispatch according to local protocol.
18. Brief on-coming or relief personnel of shift activity and status of units according to local protocol.

Communications

1. Ability to accurately type 30 WPM and write legibly.
2. Ability to professionally and accurately communicate both orally and in writing.
3. Ability to read and understand written and electronic communication.
4. Ability to hear and comprehend information and sounds coming through a communication device.
5. Ability to speak English with sufficient clarity in person or with a communication device.

Job Performance

1. Ability to maintain composure and handle stressful situations.
2. Ability to act in a decisive manner using good judgment.
3. Ability to effectively prioritize situations and information, and make appropriate decisions based on the information received.
4. Ability to listen, act, and remain focused during stressful and non-stressful situations.
5. Ability to multi-task under a variety of circumstances.
6. Ability to maintain a professional demeanor at all times.
7. Ability to adapt to new or unique situations.
8. Ability to perform work related requests and directives.
9. Ability to learn and apply new information and techniques.
10. Ability to testify in court in a professional manner.
11. Ability to learn jurisdictional boundaries as well as surrounding geography.
12. Ability to file alphabetically and chronologically.

Judgment

1. Ability to respect private and confidential information.
2. Ability to recognize when to self-initiate decision making while recognizing when to seek guidance and/or clearance from a supervisor.
3. Ability to detach from caller’s emotions yet remain empathetic.
4. Ability and willingness to accept responsibility for one’s actions and decisions.

Relationships with Others

1. Ability to work cooperatively with supervisors and peers.
2. Ability to act in a mature and professional manner.
3. Ability to work in a team environment and support other team members.
4. Ability and willingness to accept criticism without reacting defensively, rationalizing mistakes, or blaming others.
5. Ability to adapt to a variety of internal and external work circumstances.

Initiative and Reliability

1. Ability to show initiative in completing job tasks.
2. Ability to handle both task and people-oriented duties.
3. Ability to evaluate previous incidents in order to improve performance.
4. Ability to manage personal stress.

Other Functions

Trains new dispatchers and assists Lead Telecommunicator in evaluating the program and/or performance of probationary employees.

Required Knowledge, Skills, Abilities, and Minimum Qualifications:

The requirements listed below are representative of the knowledge, skills, abilities and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the job.

• High school diploma or its equivalent.
• Certification in First Aid and/or CPR preferred.
• Certification as Emergency Medical Dispatcher preferred.
• 40-hour Michigan Telecommunicator Course completion desirable.
• Prior work experience with police, fire, or EMS agencies desired.
• Prior experience as a public safety dispatcher preferred.
• Two years previous work experience preferred.
• Maintain a valid Michigan driver’s license required.
• No serious misdemeanor or felony arrest record.
• Upon employment, must complete Michigan LEIN operator training and maintain LEIN/NCIC fingerprint clearance.
• Must live and have available transportation permitting drive time from home to work location of no more than 30 minutes under normal driving conditions and traffic patterns.
• Compensated, mandatory overtime is required.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Eyesight corrected to 20/20 and ability to distinguish colors.

2. Hearing in both ears not less than 40 dB.

3. Finger and wrist dexterity suitable for typing, keying data into computers, filing reports, and handwriting.

4. Ability to sit or stand for prolonged periods of time.

5. Reaching and use of reference books and manuals from either a sitting or standing position.

6. Changing paper and ink ribbons/cartridges on typewriters, printers, and FAX machines.

7. Distribution, filing, and shredding of reports and documents.

8. Movement from one work station to another quickly.

Working Conditions

1. Office environment - temperature and humidity changes frequently.

2. Above average level of noise due to printers, telephones, computers, radios, and alarm systems.

3. Dusty environment.

4. High stress.

5. Close proximity to other workers.

6. Sudden changes in activity levels (from one extreme to another).

7. Prolonged intense activity.

8. Seriousness of work ranges from mundane to life threatening.

9. Lunch and break periods cannot be scheduled.

10. Non-smoking facility.

11. Work weekends, holidays, and at odd or irregular hours, and to work any assigned shift within a 24-hour operation.