DISPATCHER SUBSTITUTE

JOB SUMMARY

Under the general direction of the Dispatch Supervisor, Dispatchers act as the “communications hub” by providing appropriate response and assistance to Community Watch Patrol Drivers, individuals requesting a wide variety of services, local law enforcement/public safety, and other agencies. Dispatchers are responsible for coordinating and monitoring the status of their response efforts using radio communications, telephones and computer aided dispatch (CAD).

This position is responsible for providing service to the Residents, Guests, and Customers of The District through the daily interaction with various District Departments and associated Public Safety and local law enforcement agencies. Work is usually independent within a team environment and requires critical thinking and problem-solving skills while always striving to have a positive outcome to all areas that are routinely addressed by the Dispatcher.

This is a substitute position primarily used to fill in for absences of regularly scheduled Community Watch staff. There are no permanent schedules related to this position, nor a guarantee of specific hours.

This position may be required to serve in this capacity or in any other capacity, during emergency situations.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Includes, but not limited to)

• Assists in answering the phones in a calm, professional and friendly manner so that callers’ concerns can be addressed positively and thereby defusing often agitated callers.
• Receives and responds to emergency and non-emergency calls in a professional and friendly manner via radios, telephones, computer e-mails and computer aided dispatch (CAD).
• Processes and evaluates information received, prioritizes calls and dispatches required units/resources in accordance with established Community Watch procedures.
• Monitors and maintains status, location and activities of Community Watch personnel/resources via radio communications, telephone and CAD.
• Makes calls for residents participating in the Adult Watch program and well-being checks.
• Provides a wide variety of information for residents, guests and other callers.
• Responds to and addresses citizen’s complaints per department guidelines, suspicious persons, solicitors, trespassing, etc.
• Contacts and schedules off duty personnel for emergency staffing.
• Advises callers and Community Watch staff about traffic problems, weather conditions, hazards and other incidents.
• Notifies the chain of command of Community Watch as directed.
• Makes emergency phone calls and 911 calls as necessary.
• Maintains appropriate confidentiality of all information encountered in the performance of assigned duties.
• Assists in providing training to other staff members.
• Provides directions over the phone for map reading.
• Processes and e-mails work orders and attachments to other departments.
• Performs recordkeeping duties using the Firehouse and CAD entries.
• Utilizes all required computer software/programs (i.e., data processing, CAD, AS400 database, worksheets, etc.)
• Have the ability to multi-task and perform all job duties, often under very high stress levels.
• Provides after-hour resident assistance for various departments including Utilities/Water, Customer Service, Billing, Recreation and Community Standards.
• Promptly addresses reported security issues with both District and Resident properties by immediately taking the property steps with Law Enforcement and other agencies/departments to insure said properties and protected and appropriate repots, notifications and follow ups are generated 24/7/ 365 days per year.

Additional

• Performs other duties as assigned.
• May be expected to perform additional duties in an emergency.

ESSENTIAL EXPECTATIONS OF PERFORMANCE AND BEHAVIOR (Includes, but not limited to)

• Cultivates and maintains effective working relations within the department, the District, as well as outside of the organization.
• Models behavior to the District Core Values at all times.
• Fosters a teamwork environment.

MINIMUM EDUCATION AND EXPERIENCE

• High School Diploma, GED or equivalent; and one to three years related experience and/or training required.

MINIMUM CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Florida Driver’s License required.
• Proof of Florida residency.
• All candidates and employees must successfully pass background screening.
• CPR and AED certification (training provided).

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

• Must maintain knowledge of local and regional geographical information relevant to the position.
• Dispatch or call taking experience preferred.

Skills

• Strong communication customer service and telephone skills experience required.
• Ability to comprehend and proficiently utilize all required computer software/programs (i.e., Microsoft programs, CAD (Computer Aided Dispatch), Firehouse, AS400 databases, worksheets, etc.).

Abilities

• Flexibility of schedule, as position supports uncovered hours, including District and Federal holidays.
• Must have the ability to work various shifts associated with a 24/7/365-day operation, including holidays.
• Ability to accurately type 25 words per minute while actively listening to the radio and/or using the telephone.
• Maintains appropriate confidentiality of all information encountered in the performance of assigned duties.
• Must maintain knowledge of local and regional geographical information relevant to the position.
• Dispatch or call taking experience preferred.
• Maintain ability to read and comprehend complex instructions and other correspondence.
• Must be able to actively listen to various communications and respond per department guidelines.
• Must be able to verbally express themselves in an appropriate, friendly and professional manner.
• Ability to assess a situation quickly and use good judgment while responding.
• Ability to use a radio/telephone and computer simultaneously and handle multiple tasks concurrently.
• Ability to remain calm in stressful or hectic situations, especially when call volumes are high.

EQUIPMENT

Position regularly requires the use of all related communications equipment including radio transmitters and receivers, radio consoles, telephone/radio headsets, multi-line telephone systems, multiple computer consoles and data communication terminals.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work Environment

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.

While performing the duties of this job the employee will be exposed to the following:

• Interior office environments, with moderate to loud noise typical for the work environment (i.e., when in an office setting with moderate to loud noise of computers, radio traffic, telephone traffic, printers and moderate to heavy customer traffic.)
• Indoors in an air-conditioned facility, under normal circumstances.
• Long periods spent sitting, typing and/or looking at a computer screen usually simultaneously with radio and/or telephone use.
• Occasional exposure to stressful or hectic situations when call volumes are high.

Physical Requirements

The physical requirements described 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 following applies:

• Regularly required to stand, bend, turn; use hands to finger, handle, or feel; talk or hear.
• Regularly required to spend long periods sitting or standing while typing, and/or looking at multiple computer screens usually simultaneously with a radio and/or telephone use.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, night vision, depth perception, and ability to adjust focus.