AIRPORT OPERATIONS DISPATCHER - 3035
GRADE - 106
PAY RANGE - $22.86 - $32.60/hr - plus a comprehensive benefits package
GENERAL STATEMENT OF DUTIES:
Serves as centralized communications agent involving Airport and tenant operations, public safety, emergency response, and public information; performs directly related work as required.
DISTINGUISHING FEATURES OF THE CLASS:
The principal function of an employee in this class is to maintain a contact point for airport public safety, emergency response and airport personnel and to receive information and dispatch accordingly; to provide accurate information to appropriate administration, operations, law enforcement, and emergency response personnel; and to provide information and assistance to the public. The work is performed under the supervision and direction of the Airport Operations Superintendent or an assigned supervisor. Considerable leeway is granted for the exercise of independent judgment and initiative. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with members of the public, airport and airline personnel, public safety personnel, mutual aid departments (fire and law enforcement), vendors, contractors, and others. The principal duties of this class are performed in a central communications/operations center requiring constant attention to several communications sources, CCTV, security, and alarm systems, at any given time, while addressing inquiries from the general public.
EXAMPLES OF ESSENTIAL WORK:
- Processes requests for emergency assistance from 911, air traffic emergency phone, conventional telephone lines, radio frequencies, and emergency call boxes:
- Monitors CCTV and reports suspicious activity;
- Monitors panic alarms from garage/airport administration/security checkpoints and dispatches appropriate personnel;
- Monitor Airport Emergency Crash Phone System Status. Quickly interpret and record information given by the Air Traffic Control Tower or MHT Airport Fire Department about impending aircraft emergencies and make radio and phone notifications to all responding units or agencies;
- Initiates alert tones for emergency operations;
- Alerts airport management of emergency activities;
- Alerts airport management and tenants of emergency activities and weather, related situations:
- Evaluate, prioritize, and route emergency and non-emergency calls to appropriate personnel to provide pertinent information at all times;
- Requests and transmits information from other City departments or outside agencies as needed by Law Enforcement, Fire and Airport personnel;
- Receives and directs trouble reports from tenants and employees to the appropriate department. Provides receipt and final resolution;
- Receives and directs tenant and public comments;
- Receives and logs emergency information using computer aided dispatch (CAD) in multiple locations and maintains information for units who responded to incidents for their report writing purposes;
- Provides information gathered from investigating data and media from several Departmental and intra-Departments sources for follow-up by airport management;
- Receives call out information from airport employees and notifies the appropriate supervisor;
- Monitors weather and alerts proper personnel of any incoming emergency situation, including tornadoes, snow conditions, electrical storms, floods and related;
- Receives tenant requests for snow removal;
- Monitors security alarms and dispatches airport law enforcement;
- Monitors fire alarm system and dispatches airport fire;
- Maintains a current map of airport layout and surrounding areas and is responsible for memorizing changes;
- Dispatches appropriate personnel to security gates for vehicle inspections;
- Receives complaints, questions, comments and inquiries from the public, and provides information or refers callers to the appropriate party;
- Responds to citizens questions and comments in a courteous and timely manner;
- Provides direction and assistance to the public, including communications with local agencies, and handles emergency situations dealing with emotional, injured, victimized and irate persons;
- Provides information to tenants and visitors;
- Directs customer and news media questions about specific airport or airline operations to the appropriate airline or airport representative;
- Runs license/registration checks;
- Runs name checks against security files;
- Supports security functions including performing background checks, finger printing, issuing temporary badges, badge renewals, receiving and removing access from terminated/expired badges and issuance of AOA driver permits;
- Conducts weekly pager tests and maintains Airport Personnel Telecommunication Paging System for emergency notifications;
- Use security system to check validity of security badges, and provide other data and pertinent information to requesting personnel;
- Answers courtesy phone during non-business hours;
- Acts as a repository for lost and found items;
- Performs airport paging;
- Performs parking validation;
- Maintains a vehicle tow log;
- Reviews and maintains C*Cure Security System configurations, assets and monitors security alarms;
- Monitors access control systems;
- Communicates with and makes notifications to outside agencies as necessary, including, Federal, State, local, and other city departments;
- Prepares correspondence, reports, lists and other documents on computer; Maintains copies of Notice to Airmen (NOTAM) and Airfield Advisory reports received from Airport Operations to distribute, if necessary, to airline flight crews, airline operations and airport tenants;
- Operates radio consoles, telephones, facsimile machines, switchboards, computer and other related systems and equipment;
- Completes and maintains reports and records;
- Keeps immediate supervisor and designated others fully and accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems;
- Communicates and coordinates regularly with appropriate others to ensure and maximize the effectiveness and efficiency of interdepartmental operations and activities;
- Attends meetings, conferences, workshops and training sessions and reviews publications and audio-visual materials to become and remain current on the principles, practices and new developments in assigned work areas;
- Provides guidance and demonstrations to new employees in similar positions;
- Keeps supervisors informed of work progress, issues, and potential solutions;
- Attends meetings and training to stay current on relevant practices and developments;
- Responds to citizen inquiries courteously and promptly;
- Coordinates regularly with others to enhance interdepartmental efficiency; and
- Performs additional duties as required by the classification.
REQUIRED KNOWLEDGE SKILLS AND ABILITIES:
- Substantial knowledge of current practices and procedures involved in customer service delivery;
- Substantial knowledge of modern office procedures, practices and equipment;
- Substantial knowledge of modern office filing systems and procedures;
- Ability to deal with airport tenants and the public in a courteous and efficient manner;
- Ability to deal with a wide range of persons including situations in which individuals may be upset over issues involved with airline, travel, and security activities and policies;
- Ability to communicate effectively with others both orally and in writing, using both technical and non-technical language;
- Ability to understand and follow oral and/or written policies, procedures and instructions;
- Ability to prepare and present accurate and reliable reports;
- Ability to operate a personal computer using standard or customized software applications appropriate to assigned tasks;
- Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions;
- Ability to perform a wide variety of duties with accuracy and speed under the pressure of time sensitive deadlines and during emergency situations;
- Ability and willingness to learn quickly and put to use new skills and knowledge brought about by rapidly changing information and/or technology;
- Integrity, ingenuity and inventiveness in the performance of assigned tasks.
ACCEPTABLE EXPERIENCE AND TRAINING:
- Graduation from High School or possession of a GED; and
- Zero to two years of experience in a related field, e.g., Law Enforcement/Emergency Services Dispatcher, Communications, Airport/Airline operations; or
- Any equivalent combination of experience and training which provides the knowledge, skills and abilities necessary to perform the work.
REQUIRED SPECIAL QUALIFICATIONS:
- On call status;
- Pass a criminal background check and receive an airport I.D. badge
- Certification as a Public Safety Dispatcher, and/or equivalent certifications as may be required, must be obtained within one year of hire.
- Maintain Department of Homeland Security (DHS)/Transportation Security Administration (TSA) Trusted Agent Status for Airport Security Vital Information Records.
- Successfully complete and maintain training to effectively serve as temporary Airport Security Specialist when needed.
ESSENTIAL PHYSICAL ABILITIES:
- Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively in emergency situations with an attention to time constraints;
- Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to operate and monitor a computerized communications system;
- Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to operate a keyboard, several phone lines and other communications equipment;
- Sufficient strength and endurance, with or without reasonable accommodation to lift and carry, through a full range of motion, up to 20 pounds occasionally, 10 pounds frequently and 5 pounds consistently;
- Sufficient personal mobility and physical reflexes, which permits the employee to operate in a general office and communications center environment.
