Communications Specialist/Dispatcher

Bannock County was established in 1893 and was named after the Native American tribe indigenous to the area. Bannock County is the sixth-most populous county in Idaho and as of the 2020 census had a population of 87,018. The City of Pocatello is the county seat and largest metropolitan area in the county. Bannock County proudly provides meaningful work, looks out for the safety and wellbeing of employees and their families, provides opportunities for development, encourages trust in the organization, offers a positive workplace, and maintains work/life balance. The County also performs many essential functions in the community.

A dispatcher is able to make a positive impact in the community by helping others in need. A dispatcher is able to contribute to the safety and well-being of others. The County provides Benefits include a very generous vacation and sick leave policy, medical/dental/vision insurance, County provided and optional life insurance, PERSI 401k and other retirement plans, long-term disability coverage, flex-spending, and AFLAC options to take care of the dispatchers. If you would like to help the County help others in need, please put in an application.

Purpose of Class

Performs specialized work receiving and dispatching messages in an emergency communication center; performs related work as required.

Primary Function

The principal function of an employee in this class is to answer emergency and non-emergency calls for police, fire, medical and other emergency services using a multi-line telephone and 911 systems. Employees in this class are responsible for fast, efficient, and accurate receiving, dispatching, and processing of calls and messages from and to fire, police, and emergency medical services vehicles and personnel on an assigned shift. The work is performed under the supervision of the Captain of Support Services, with some latitude granted for the exercise of independent judgment and initiative. The principal duties of this class are performed in a general office environment, frequently under stressful conditions.

Essential Duties and Responsibilities (will vary by assignment)

• Receives, evaluates, and prioritizes requests for emergency and non-emergency service from the public, police, fire, and emergency medical services agencies, County departments, contract agencies, and other callers;
• Interviews all emergency callers to determine the nature of the emergency, location of the incident, other related information and the need for dispatching of emergency assistance using a telephone switchboard according to established rules and procedures;
• Processes the requests received according to procedure; determines as much information as possible from the requestor to enable the most appropriate agency of responsibility and the most appropriate level of response;
• Dispatches fire units, police units, ambulances, and other necessary emergency and non-emergency equipment and personnel to aid officers in the field or the general public in emergency and non-emergency situations;
• Establishes a priority to each request in accordance with established guidelines and enters the request into the computer-assisted dispatch system for dispatch;
• Maintains telephone contact with callers in evolving situations until the arrival of personnel who take command of the incident;
• Determines from phrasing, vocal stress, and level of cooperation the condition of the caller to provide a proper level of response to the request to ensure the safety of the caller and responders;
• Enters information into computer and files either as reference material or current information pertaining to calls; accesses multiple files to obtain or insert information;
• Maintains accurate log of calls, activities, reports, requests, and related information;
• Monitors radio transmissions from field units to track availability and location and monitor for safety;
• Monitors radio transmissions from other County, law enforcement, emergency, and non-emergency agencies;
• Retrieves and provides information from the National Crime Information Center (NCIC) and ILETS systems to requesting field units;
• Retrieves and provides information to requesting agencies on outstanding warrants, protection orders, no contact orders, and related information;
• Provide assistance, information, and answers inquiries from the public;
• Performs all work duties and activities in accordance with County and Department policies, procedures and safety practices.

Other Duties and Responsibilities

• Works non-traditional hours; dispatch is staffed 24 hours/day and must be available weekends and holidays;
• Performs dispatch duties in mobile tactical response vehicle or command post, as needed;
• May assist in training entry-level dispatcher trainees, as assigned;
• Performs other related duties as required.

Competency Requirements

Knowledge of:

• Telephone call-handling techniques;
• Radio transmission procedures to produce effective communication between two parties;
• Federal (FCC), County, Department, contract agency, and other applicable policies, rules, and regulations;
• County streets and surrounding areas, including geographical layout of contracting cities within the County and other operating districts served by the Department;
• Police, fire, and emergency medical dispatch procedures;
• Sheriff's Office organization, policies, and procedures;
• Specialized and computer-aided dispatch (CAD) operating system and multi-line telephone system;
• Operation of a personal computer and job-related software.

Ability to:

• Follow written and oral instructions;
• Type with accuracy and speed;
• Operate radio transmitting equipment in a fast and efficient manner, including under stress;
• Perform routine clerical work;
• Follow Sheriff's Office guidelines and procedures relating to response to emergency situations;
• Exercise good judgment in the handling and prioritizing of calls within the Department;
• Effectively communicate and make decisions related to dispatching emergency vehicles under stressful work conditions;
• Listen and retain information communicated in emergency calls;
• Establish and maintain effective working relationships with supervisors, other County employees and the general public;
• Communicate clearly and concisely, orally and in writing;
• Operate standard office equipment, including a personal computer using program applications appropriate to assigned duties;
• Operate specialized computer-assisted dispatch (CAD) communications equipment, criminal information retrieval systems, and a multi-line telephone system;
• Operate a motor vehicle;
• Prepare accurate and grammatically correct written reports;
• Respond to citizen requests in a courteous and effective manner;
• Perform a wide variety of duties and responsibilities with accuracy and speed under stress and the pressure of time-sensitive deadlines;
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner;
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.

Acceptable Experience and Training

• High school diploma or GED equivalency is required and associates degree in a related field is preferred, and
• Two (2) years experience and/or training in emergency dispatch, communications, or related field is preferred; or
• Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.

Special Qualifications

• Idaho drivers license is required;
• Idaho POST certification in dispatch within one year of hire is required;
• ILETS/NLETS certification within six months of hire is required;
• Bilingual (Spanish and English) is preferred.

Essential Physical Abilities

• Sufficient clarity of speech and hearing, with or without reasonable accommodation, which permits the employee to discern verbal instructions, to listen and respond to radio transmissions and voice instructions; to communicate effectively in person, on the telephone, and over a two-way radio; ability to hear sounds within the normal range of hearing (phone conversations, co-workers, supervisors, radio traffic) and to hear in the presence of noise;
• Sufficient visual acuity, with or without reasonable accommodation, which permits the employee to review a wide variety of written and electronic materials, distinguish letters and numbers, and to see in detail objects or printed material at greater than arms length;
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate control mechanisms such as radio knobs and other mechanisms requiring fine adjustments to position, to handle a variety of records and files, to type with speed and accuracy, to operate a motor vehicle, and to operate standard office equipment and a personal computer;
• Sufficient personal mobility, agility, and flexibility, with or without reasonable accommodation, which permits the employee to stand or sit for long periods of time, move between work stations, lift up to 25 pounds, and work in an office environment.

BANNOCK COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER.

VETERAN'S PREFERENCE GIVEN PURSUANT TO IDAHO CODE.