$22.54 - $28.98/hour
General Summary
Under the general supervision of the Executive Director, the Deputy Director and the Supervisors, the emergency telecommunicator (dispatcher) performs the following job responsibilities:
- Receives, processes and dispatches 9-1-1 calls and non-emergency calls for police, fire and/or emergency medical services.
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Maintains a customer service attitude and has the ability to handle a large volume of calls or contacts, under stressful conditions as required.
Essential Duties and Responsibilities
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Receives incoming telephone calls for assistance. Obtains information for type of service needed (police, fire, medical). Classifies the complaint and determines its priority. Questions the person on the telephone to determine circumstances and exact location of the incident being reported. Enters information into Computer Aided Dispatch (CAD). Listens for background noises. After Emergency Medical Dispatch (EMD) training and certification, may give pre-arrival medical instructions over the telephone using medical dispatch cards. Provides emotional support and uses hysteria management techniques.
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Dispatches police to the scene as determined by jurisdiction. Describes to officers via radio transmission the nature of call, address, contact person, and other information necessary to ensure safety of officer and citizens. Monitors officers' radio transmissions and takes appropriate action. Tracks all traffic stops, motorist assists, units on in-progress and report-status calls. Assists in street location guidance for officers unfamiliar with area.
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Dispatches fire department to the scene as determined by jurisdiction. Describes to responding units via radio transmission the nature of the call, address, cross-streets, and other information necessary to ensure safety of fire personnel and citizens. Conduct notification of the proper department on requests for mutual aid. Other fire dispatch duties as requested.
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Dispatches medical units to the scene as determined by Medical Control. Coordinates the unit's times in CAD. Monitors traffic and renders assistance as needed. Once EMD certified, offers medical emergency instructions to callers by following the approved EMD protocols.
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Operates LEIN computer. Receives queries and information from officers and enters into the computer terminal. Relays the response to the officers. Advises officers if there has been a wanted response to a person, vehicle or item checked. Advises the use of caution in appropriate cases. Advise officers of area or special broadcasts.
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Handles non-emergency calls and refers callers to appropriate agency when possible.
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May train new dispatchers until able to function independently, evaluating the trainees progress and ability.
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Performs minor maintenance on equipment or notifies proper authorities for repair work.
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Controls access to the Center permitting entry only to employees and authorized persons.
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Participates in community and other agency’s education and promotional activities.
- Assists the Executive Director and/or other designated persons with interviewing candidates for dispatcher positions and contributes to the final selection process.
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Functions as on duty warning coordinator. Monitors need for and disseminates public warning information as required, according to established plans and procedures.
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Makes decisions on unusual situations and when questions arise within the center.
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Performs clerical and janitorial support and other tasks as assigned by management.
Incidental Duties and Responsibilities
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Must attend training or seminars as specified by the Executive Director which may include travel.
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Must maintain EMD and CPR certification.
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Must maintain Michigan Emergency Telecommunicator training standards.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These statements are not intended to be construed as an exhaustive list of all duties and responsibilities required of personnel so classified, as well as any additional duties that may be assigned by the Executive Director.
Qualifications
Education
High school diploma or equivalent. Successful completion of training requirements are as follows: Must complete LEIN operator certification, CPR, Emergency Medical Dispatch (EMD) certification and Emergency 9-1-1 Service Standards of Training as adopted by the Department of Licensing and Regulatory Affairs, Michigan Public Service Commission by sections 408 and 413 of 1965 PA 32, MCL 484.1408 and 484.1413. Continuation of certification every two years as mandated.
Experience
Experience with the public, preferably in a communications/telephone capacity. Prior data entry or related computer experience. Preferably two (2) years of experience demonstrating ability to maintain confidentiality and loyalty as well as ability to professionally communicate and work with other departments and agencies.
Knowledge, Skills, and Abilities
This job requires the ability to perform the essential functions contained in this description. These include, but are not limited to, the following requirements. Reasonable accommodations will be made for otherwise qualified applicants unable to fulfill one or more of these requirements:
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Oral and written communications skills including ability to understand, follow and relay concise, complex instructions.
- Ability to remain calm in emergency situations and handle crises in professional manner.
- Ability to multi-task at a high level in both emergency and non-emergency situations.
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Ability to use tact and diplomacy and understand people from all social, economic and cultural backgrounds.
- Willingness to work a variety of shifts including weekends, holidays and overtime.
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Must pass extensive background investigation.
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Must be able to communicate in a professional and polite manner with the public, agencies, and other personnel.
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Ability to perform accurately and efficiently in emergency situations.
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Ability to cope appropriately with stressful situations.
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Ability to withstand prolong periods of sitting.
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Ability to enter and retrieve information from a computer terminal.
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Ability to read documents, maps, computer printouts, and other printed and graphic materials.
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Ability to legally operate a motor vehicle.
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Ability to operate telecommunications equipment.
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Ability to accurately and effectively type at a proficient speed.
Physical/Mental Requirements
- Ability to function in stressful working environment.
- Clear speaking voice.
- Visual acuity to read, proofread, fill in forms and distinguish between colors.
- Hearing acuity to listen and communicate in person and on the telephone as set by NENA/APCO hearing standards for public safety telecommunication.
- Manual dexterity to use alphanumeric keyboard.
- Mental capacity to analyze data, use logic, exercise sound judgment, and make sound decisions.
- Ability to keep confidentiality of business conducted at the Center.
- Ability to maintain effective and positive working relationships with other employees, agencies, and the general public.
The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.
Working Conditions/Environment
Works in secure dispatch center with stress from crisis situations and constant flow of emergency calls and dispatches. The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.
While performing the duties of this job, the employee must be able to hear and communicate with others in person and by telephone, read regular and small print, view and produce written and electronic documents, and utilize and data on a computer/keyboard with repetitive keystrokes. The employee must be mobile in an office setting with ability to stand, sit, stoop, kneel, and use hands/fingers/arms to reach, handle and feel.
Dispatch center is 365/24/7 operations and employee must have the ability to work 12 hour shifts, holidays, overtime (including mandatory overtime) and to be available to work on scheduled days off in the event of an emergency.
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