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COMMUNICATIONS DISPATCHER I
Under close supervision operates short-wave radio and computerized telecommunications equipment to receive, transmit, evaluate, and respond to emergency and non-emergency calls for information, services, and repairs by paging or dispatching the appropriate parties; maintains operating logs and records; performs other work as required.
DISTINGUISHING CHARACTERISTICS:
Communications Dispatcher I/II is a flexibly staffed series. Communications Dispatcher I is the entry-level class and incumbents receive close supervision and on-the-job training in dispatching procedures and operations. The Communications Dispatcher II is the journey-level class. Incumbents work with limited supervision, may serve as a lead worker in the absence of a supervisor, and make decisions for a group on a shift. These classes are distinguished from other clerical classes by the requirement to receive and transmit information through the use of a computer aided dispatch (CAD) system on a continuous basis.
EXAMPLES OF DUTIES:
Receives non-emergency and emergency requests (including 911 calls) for sheriff/fire protection, medical, or emergency services; and obtains relevant information and inputs data, evaluates and prioritizes calls for service and dispatches appropriate personnel and equipment.
Using a computer aided dispatch (CAD) system, monitors and updates fire, ambulance, and sheriff unit location and status in order to coordinate emergency field operations; provides backup support and information as necessary by operating a two-way radio; requests additional assistance from other agencies as necessary; and obtains computerized law enforcement information from local, state, and federal data banks through a telecommunications terminal.
Types reference cards, logs, reports, procedure manuals, and other documents; maintains files and reference manuals; and performs other clerical duties.
EMPLOYMENT STANDARDS:
1. Graduation from high school or equivalent and one year of experience in the operation of a telephone switchboard or communications equipment OR one year of general office work involving extensive public contact in person or over the phone; or,
2. A combination of training, education, and experience that is equivalent to the employment standard listed above and that provides the required knowledge and abilities.
ADDITIONAL REQUIREMENTS: Incumbents must be able to type 35 wpm; work rotating 10-hour shifts; successfully complete the Post-Certified Basic Complaint/Dispatcher course during the one-year probationary period; appointee must satisfactorily complete a probationary period.
KNOWLEDGE OF: methods of handling difficult public contacts.
ABILITY TO: retain and relay information received under stressful conditions; speak over the phone and radio clearly and in a professional manner; hear, understand and speak the English language; respond to calls quickly and calmly and make sound decisions under pressure; communicate with people of diverse social and cultural backgrounds; follow written and oral instructions; establish and maintain working relationships with other agencies; operate computer and typewriter keyboards; read maps and give directions; keep detailed records; learn Federal, State, and local laws, terminology, and jurisdictional boundaries, and available types of emergency services.
RECRUITMENT SELECTION PROCESS:
1. Application and supplemental questionnaire
2. Personal History Questionnaire (PHQ)
3. CritiCall Computerized Exam: The CritiCall exam is a computerized software testing program that tests job-related skills and multi-tasking abilities required in the complex dispatching environment. Candidate is required to take the Criticall exam in person.
BACKGROUND INVESTIGATION PROCESS: The Sheriff’s Office conducts a polygraph examination and in-depth background investigation. Incumbent must successfully pass the following:
Polygraph Examination will measure the accuracy of information disclosed during the background investigation process.
Background Investigation includes an interview and in-depth background investigation of police records, personal, military, and employment histories; inquiry of persons who know you and evaluate whether you respect the law and rights of others; are dependable and responsible; have demonstrated mature judgment in areas such as the use of drugs and intoxicants; are honest; and is a safe driver.
The following shall commence upon accepting a conditional offer of employment:
1. Psychological Examination is given by a licensed psychologist. You will be evaluated on the psychological factors related to successful performance to determine if you are presently suited for the difficult and stressful job of a dispatcher and to otherwise ensure that the candidate is capable of withstanding the psychological demands of the position.
2. Physical Examination is conducted by a licensed physician. The medical evaluation or examination shall commence once you accept a conditional offer of employment. You will be evaluated on the physical factors related to successful performance to determine if you are presently suited for the physically demanding job of a dispatcher.
For an entry level position in the Emergency Communication field, the Call Taker position is another career opportunity. CLICK HERE
