911 Dispatcher

City of Minneapolis - Minneapolis, MN3.9

Answer Calls to the 911 Center
Use 911 telephone and computer-aided-dispatch (CAD) systems to answer, and process emergency (911) and non-emergency requests for service from the public, and other sources, classifying requests using appropriate 911 Center procedures, policies and tools.
Dispatch Duties
Prioritize and dispatch public safety calls for service.
Maintain accurate status of public safety resources on calls with assistance from automated computer assisted dispatch.
Provide on-going updates to responding field personnel in real time.
Alert appropriate supervisory personnel when necessary.
Initiate emergency phone tracing using special procedures for landlines and cell phones.
Operate the information radio, handling incoming radio messages from Minneapolis Police Department (MPD), Traffic Control Agents, Metro Transit Police, Minneapolis Animal Care and Control, and other agencies as requested. Process service requests for these and other agencies.
Enter missing and found child reports in the National Crime Information Center (NCIC) computer database. Monitor and respond to ShotSpotter and bait vehicle activations.
Process warrant checks for MPD per requests with Hennepin, Ramsey, and Anoka Counties, and on NCIC. Make checks on license plates, and other items such as guns, bicycles, and other items in NCIC/CJIS per requests.
Monitor messages from the State computer system and disseminate information appropriately according to policy and procedure. Send teletype messages to other agencies.
Enter and sign on off duty numbers for MPD and Minneapolis Park Police Department (MPPD) Officers.
During storms, collect information on power outages, downed trees, and blocked streets and follow emergency storm protocols outlined in department policy.
Contact other emergency service organizations, public works crews, utility companies, etc. as necessary.
Assist in training, monitoring, testing and evaluation of new MECC employees; may provide classroom training to small groups of new employees; may work with new employees and provide coaching and advice on job performance
Host and explain operations to visitors and observers. Attend community meetings and represent the 911 Center as a member of internal and external committees and on special projects as required.
Maintain necessary records.

Required Qualifications: Required Education: High school diploma or equivalent.

Required Experience: One year of customer service/public service experience in a fast-paced environment.

Equivalency: An equivalent combination of related education and experience may be considered.

Licenses and Certifications: Ability to obtain as well as maintain Minnesota Criminal Justice Data Network Certification or must pass CJIS Competency Exam within 6 months of employment. Ability to obtain as well as maintain Emergency Police Dispatcher (EPD) and Emergency Fire Dispatcher (EFD) from International Academies of Emergency Dispatcher (IAED) within 6 months of employment. Travel may be required for training purposes. Both certifications are required to continue employment as a 911 Dispatcher.

Typing: Candidate must be able to type 35 words per minute. This is included on the computer skills assessment exam. Qualified candidates will be notified via email to self-schedule for computer testing and for the Pre-Employment Assessment.

Selection Process: The exam may include a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.) and a pre-employment assessment. Applicants must take both tests and obtain passing scores on each in order to move on to the next step in the hiring process. Please provide complete and accurate information in your application. Applicants invited to test will be contacted by email. The Human Resources Department reserves the right to limit the number of people invited to the computer skills assessment and the pre-employment assessment. Picture identification will be required at all test events.

Background Check: The City has determined that a thorough Police Department background check / investigation, criminal background check, and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Note: this process could take up to 3 months to process.

Medical/Drug and Alcohol Testing: After a conditional job offer, candidates will be required to pass a medical examination, which includes drug and alcohol screening and a job-related personnel assessment with a licensed psychologist. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer resulting in the job applicant no longer being considered for the position. Current City of Minneapolis employees who apply for this job are not required to take a pre-employment drug and alcohol test.

Hiring and Selection Process

Union Representation: This position is represented by a collective bargaining agreement between the City of Minneapolis and Minnesota Public Employees Association (MnPEA).

Eligible List Statement: The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire Eight months after it has been established

Knowledge, Skills and Abilities:
Continued employment will be contingent on passing satisfactorily all of an extensive simulation and on-the-job training program in Fire, Police and E.M.S. procedures and methods of operation for computer assisted dispatch provided after hire.
Completion of FEMA incident systems courses 100, 200, and 700.
Good knowledge of the procedures and operations of the 911 Call Center, including dispatching procedures.
Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds.
Proficiency in any of the following prominent languages in Minneapolis other than English is highly desired:
Good knowledge of the geography of the City of Minneapolis.
Base of knowledge in City government and operations.
Good knowledge of services provided by city, county, state, and Federal emergency response and law enforcement agencies.
Knowledge of police and fire field operations and procedures.
Strong verbal communication skills.
Ability to work in stressful and fast paced environment.
Strong listening skills and ability to deal with emergency situations.
Ability to assist in training others in dispatching and phone answering techniques.
Successful completion and certification from the 911 Telecommunications Pathways program through HIRED is preferred.
Successful completion of the Minneapolis Fire Department EMS Academy Pathways Program is preferred.