Dispatcher

3 weeks ago

Maricopa, United States City of Maricopa Full time

**Essential Duties & Responsibilities**

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
- Questions callers to quickly and accurately ascertain their location and nature of their problem to determine the type of response needed.
- Appease and effectively extract information from callers under stress.
- Interprets telephone or radio call and whether a police officer should be dispatched to the scene within the first few seconds of conversation to determine priority of call.
- Detects unclear or unusual sounds on the phone or over the radio which may indicate a request for help.
- Records information received by typing accurately, while also communicating verbally and receiving new information.
- Makes sounds decisions and quickly reacts positively under stressful conditions.
- Logs information received and/or transmitted using computer terminals to input, query information, send teletypes, and communication via TTY as needed.
- Remembers details and procedures and applies such instantaneously in an emergency situation.
- Verifies warrants and interprets data quickly and accurately.
- Notifies Fire Dispatch of medical emergencies, such as attempted suicides, drownings, and serious injury accidents, etc.
- Dispatches calls to proper emergency/police units and enters appropriate information into a Computer Aided Dispatch (CAD) system.
- Prioritizes calls, monitors channels during critical incidents, determines appropriate officers to respond, and dispatches information to appropriate personnel.
- Maintains constant awareness of the status of units and updates this information as it changes.
- Work is performed in the City of Maricopa Emergency Communications Center under conditions requiring close contact with other employees, often during stressful situations.
- All other duties as assigned.

**Minimum and Preferred Entrance Qualifications**

**Education and Experience**
- High School diploma or GED equivalency.
- Any combination of training, education, or experience equivalent to one to three (1-3) years of experience in public contact or customer service experience which involves the operation of a multi-line phone system or radio communication system.
- Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities.
- Must be able to work a shift - The Emergency Communications Center works 24 hours a day, seven days a week, including holidays

**PREFERRED QUALIFICATIONS**
- Motorola (Spillman) CAD Experience.
- Dispatching and/or Call taking at a Primary Public Safety Answering Point (PSAP) also known as a 9-1-1 Center or for a fire department at a Secondary PSAP.
- Experience with computer data entry and basic computer skills.
- Bilingual (Spanish) speaking skills are desirable.

**Competencies for Successful Performance of Job Duties**
- **Knowledge of**:_
- Basic telephone etiquette
- Public relations techniques
- State statutes relating to criminal codes and traffic laws, Communications Department Operations Orders, and Maricopa City Codes.
- Departmental policies, procedures, and general orders
- Community resources to provide to citizen callers.
- **Skill in**:_
- Communicating clearly, concisely, and effectively both orally and in writing.
- Effective decision-making and problem solving skills with a limited amount of information in crisis and/or emergency situations.
- Ability to deal professionally and respectfully with co-workers, city employees, and the public.
- **Ability to**:_
- Speak with a clear, well-modulated voice in English by phone and radio while tactfully communicating with highly emotional callers.
- Maintain emotional control, remember details, and work effectively during emergencies, crisis situations, heavy workloads, or extremely stressful conditions.
- Handle negative comments and feedback both internally and externally.
- Cope with emotionally tense situations.
- Remember details and enter them in a timely manner and make decisions under stressful conditions.
- Shut out extraneous information from the work environment, while selectively listening to information recognized as critical.
- Learn the Computer Aided Dispatch (CAD) formats and commands, possibly from multiple systems and perform them accurately and timely as they pertain to Communication Dispatchers.
- Learn Maricopa city streets, points of interest, and city boundaries.
- Establish and maintain effective working relationships with other City employees, including Police Department employees, Fire personnel, co-workers and the public.

**Other Job Requirements**
- Employee must be able to work **ALL** shifts, i.e. nights, weekends, holidays, etc. The Emergency Communications Center works 24 hours a day, seven days a week, including holiday

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