Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
DEFINITION
Receive and relay calls for emergency and non-emergency public safety assistance and operate both public safety law and emergency medical/fire dispatch consoles for a regional 911 communications center; duties may include activities such as: call taking and referral; providing information and assistance to non-emergency callers including referral to outside agencies; entering call records, maintaining call logs, and compiling call-related statistics; operating computer-aided dispatch systems for both public safety law and emergency medical/fire dispatch; and serving on an incident dispatch team.
Job Classification:
Non-Exempt, Safety Sensitive.
SUPERVISION RECEIVED AND EXERCISED
Receives direction from assigned Dispatch Shift Supervisor.
PRIMARY DUTIES--The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.
1. Receive and prioritize emergency and non-emergency calls and digital requests for help from the public requesting police, fire, ambulance and other emergency services; gather, analyze, and report critical information during life-or-death situations such as crimes in progress, medical emergencies, and fire/rescue incidents, and dispatch units according to policy.
2. Administer care by providing pre-arrival medical instruction or directing callers through procedures such as CPR, childbirth, or controlling of blood loss while emergency medical services are in route.
3. Operate a variety of public safety communications equipment including a multi-channel radio, 911 emergency telephone equipment, text-to-911 equipment, advanced location systems, computer aided dispatch systems, instant recall recorders and paging and intercom systems.
4. Coordinate and relay information and assistance requests involving other law enforcement and fire fighting agencies; coordinate and assign resources as necessary in emergency and non-emergency situations; maintain contact with all units monitoring status and location of police, fire and emergency medical service units.
5. Take protective actions for first responders by providing life-safety information during responses such as officer down and MAYDAY calls.
6. Provide assistance, information and directions to emergency and non-emergency callers; refer and/or transfer calls to outside agencies as appropriate.
7. Retrieve information from State and National computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles and other related information; relay information to officers in the field.
8. Enter automated records of activity into the computer; maintain a variety of logs relating to public safety dispatch activities; compile statistics on calls received.
9. Review policy and procedures with trainees; work directly with trainee on shift to ensure proper techniques, call routing, and appropriate level of response; may provide input to supervisors on trainee progress as requested.
10. Participate as a member of Incident Dispatch Team as assigned, deploying to the scene of planned events, major emergencies, or ongoing incidents; attend assigned trainings and meetings.
11. Perform other duties of a similar nature or level.
QUALIFICATIONS
Knowledge of:
Operations, services and activities of a public safety telecommunications and dispatch center.
Operational characteristics of modern public safety telecommunications equipment including computer aided dispatch systems.
Techniques of questioning for both emergency and non-emergency calls.
Dispatching techniques with use of radio system for communicating and receiving information.
Customer service principles and problem resolution techniques.
Principles and practices of record keeping and documentation.
Geographic features and locations within the area served.
English usage, spelling, grammar and punctuation.
Modern office technology and equipment, including computers and related software applications.
Applicable tools and equipment operations.
Applicable Federal, State and local codes, laws and regulations.
Ability to:
Accurately type 3000 keystrokes per hour.
Respond to and resolve difficult and sensitive citizen inquiries and complaints.
Effectively communicate and elicit information from upset and irate callers.
Establish priority of emergency situations.
Perform multiple tasks simultaneously.
Maintain composure, alertness and concentration while working under mental and physical stress for extended
periods of time.
Work in an environment that requires rapid multi-processing.
Adapt instantaneously to changes in call events.
Work a rotating schedule including nights, weekends, and holidays to ensure 24/7 coverage
Remain subject to callback and holdover to maintain minimum staffing 24/7
Operate a variety of telecommunications receiving and transmitting equipment.
Read and interpret maps and other navigational resources.
Establish and maintain accurate records, logs, and files.
Work under pressure, exercise good judgment and make sound decisions in emergency situations.
Interpret and apply Federal, State and local policies, laws and regulations.
Understand and follow oral and written instructions.
Operate and use modern office equipment including computer and various software applications.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Experience and Training Guidelines
Minimum Requirements:
Experience:
Two years’ experience as a Telecommunicator or Dispatcher in a Public Safety Answering Point (PSAP) facility.
Training:
High School Diploma or G.E.D.; supplemented by specialized training in communications is preferred.
Other combinations of experience and education that meet the minimum requirements may be substituted.
License or Certificate
Possession of, or ability to obtain, International Academies of Emergency Dispatch Emergency Medical Dispatch certification.
Possession of, or ability to obtain, Colorado Crime Information Center Computer Operator certification.
WORKING CONDITIONS
Environmental Conditions:
The job is performed in the following working environment:
Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast-paced and high volume. The employee deals with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction.
The Emergency Communications Specialist II may be asked to work scheduled shifts at any time of the day and on weekends and holidays. Must be able to cope in a safe manner with stressful situations, emotional callers, irate responders and unprofessional contacts. Under unusual circumstances, the Emergency Communications Specialist II may perform duties at or near the scene of any emergency.
Physical Conditions:
The job is characterized by:
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. |
The following physical activities are very or extremely important in accomplishing the job’s purpose and/or performed on a daily basis:
While performing the duties of this job, the employee is required to sit for prolonged periods. The employee is regularly required to see, hear, talk, stand, twist and use repetitive motions in the conduct of work. The employee is also required to perform light lifting. The employee is required to stay calm during stressful situations.
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