911 Telecommunications Dispatcher, Full-time

1 month ago

Houston, United States Harris Fort Bend Emergency Services District 100 Full time

HARRIS AND FORT BEND COUNTY ESD NO. 100

WESTCOM EMERGENCY COMMUNICATIONS CENTER

**Title**: Dispatcher

**Reports To**: Dispatch Supervisor

**Division**: Emergency Dispatch

**Position**: Full-Time, Non-Exempt (Hourly), pay rate $22/hour

**GENERAL STATEMENT OF DUTIES**:
This is a specialized position performing multi-channel emergency radio and communications work Harris and Fort Bend County ESD #100 - WestCom Emergency Communications Center (a secondary Public Safety Answering Point for fire and emergency services). The Dispatcher is responsible for receiving and prioritizing emergency and non
- emergency telephone calls from the public and primary Public Safety Answering Points. Work involves evaluating incoming calls to determine appropriate level of Fire/EMS assistance required, dispatching units, and transmitting information and messages upon request according to established procedures. This position monitors public safety units in the field, retrieves and enters computer data, operates TDD/TTY and other related communications equipment. Work is performed under general supervision by the Dispatch Shift Supervisor and the Assistant Director.

**SUPERVISION RECEIVED**:
Works under the general supervision of the Dispatch Supervisor.

**SUPERVISION EXERCISED**:
This position has no supervisory responsibilities.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Interacts with callers requesting emergency/non-emergency response or service from the community or public safety agencies. Uses established protocols and the computer-aided dispatch system to evaluate the situation and take the appropriate actions. Retrieves information from callers and transmits information to fire/emergency service personnel.
- Follows prescribed protocols to provide emergency medical instruction to callers during high-risk situations until appropriate field units arrive on scene.
- Monitors and maintains the location and status of fire, emergency medical and other agency units in the field.
- Operates various automated and/or communications equipment including computer-assisted dispatch terminal; enters and retrieves data. Monitors and operates TDD/TTY to communicate with hearing-impaired callers.
- Maintains a positive customer service attitude at all times with the public, user agency members, co
- workers, and supervisors.
- Contributes to the mission, vision, and values of the Communication Center.
- Performs general office support assignments. Prepares various forms of documentation including reports and logs.
- Inspects equipment at the beginning of each shift to ensure proper operation, reports malfunctions or problems.
- May be required to be on-call, remain on duty after shift-end and respond to emergency situations at any time.
- Performs other related assignments, as needed, or directed.

**SPECIFIC DUTIES**
- While working on the dispatch floor the dispatcher must wear their headset (on the head and with the ear speaker over an ear) and monitor all assigned channels.
- Be ready and able to assist other dispatchers by communicating on their assigned channels.
- Opens and reads each call slip to maintain situational awareness off all calls and units.

**EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS**
- Must be at least 21 years of age with a high school diploma or GED. Post-high school education at a technical or college level is helpful.
- Preferred, at least two (2) years of Public Safety dispatching or 911 call center experience. Other public safety experiences (fire suppression/emergency medical) may be considered.
- Required to obtain and maintain the following certifications: Priority Dispatch EMD1; Priority Dispatch EFD1; APCO2 or NENA3 Telecommunicator 1 and Fire Service Communications (obtained within the previous four years); Blue Card certification; ICS4 100/200/300; NIMS 700/800 and CPR5.
- Must obtain CPR certification within one (1) year of hire.

**NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES**
- Strong knowledge of the principles, practices, and techniques of emergency dispatch.
- Thorough knowledge of computer-aided dispatch systems with technical knowledge of two-way radio systems.
- Strong communication skills with the ability to express ideas clearly and concisely in written and verbal formats.
- Demonstrated interpersonal skills to establish and maintain effective working relationships with co-workers, citizens, community contacts, elected officials, members of other governmental agencies, the public and command staff members of other departments.
- Ability to exercise judgment under pressure.
- Ability to deal with sensitive information in a discreet and professional manner while maintaining confidentiality.
- Ability to multi-task efficiently in a fast-paced, stressful environment.
- Ability to operate radio, telephone and computer systems under routine, emergency, and high stress conditions, in a confined work area for long periods of time.
- Ability to operate standard office machines (photo

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