GENERAL STATEMENT OF JOB
Under general supervision, this position receives and evaluates calls from the public for police, fire, ambulance, and other emergency services, as well as non-emergency calls, using the city's computer aided dispatch system. Reports to the 911 Dispatcher Supervisor.
ESSENTIAL JOB FUNCTIONS
Dispatches emergency personnel or other emergency response and public safety agencies (i.e. Public Works, Virginia Power, Virginia Department of Transportation, etc.); operates computer terminal for access connection to Virginia Criminal Information Network (VCIN) and the National Crime Information Center (NCIC).
Responds to a variety of emergency and non-emergency services and complaints; calms, reassures, and verbally interrogates callers to interpret, analyze and anticipate the effect of situations to resolve problems, provide requested information, or refer callers; translates information to appropriate codes; determines and assigns level of priority and enters data to a computer aided dispatch (CAD) system for radio dispatch; and may perform Emergency Medical Dispatch and crisis intervention and use Emergency Medical Guide cards or software to ask vital questions and provide pre-arrival instructions for emergency medical calls.
Contacts business owners in response to business establishment alarms or other emergencies; may contact Child Protective Services, Juvenile Court Services, and other human services emergency response agencies in response to complaints or service calls; logs all calls received; answers telephones; and receives and or transmits inquiries to appropriate personnel, departments, or agencies; receives and acknowledges radio transmissions of Police, Fire and EMS, and exchanges information as necessary via radio.
Queries, enters, modifies, and clears information in local, state, and national computerized databases such as the Virginia Crime Information Network (VCIN), National Crime Information Center (NCIC) and the Department of Motor Vehicles (DMV) pertaining to arrest warrants, driver record and history, stolen property, other similar data and transmits relevant information to field units.
Operates a computer terminal to obtain driver's history, vehicle registration data, criminal record information, stolen property information, etc. as necessary; and queries computer and dispatches administrative messages nationwide; contacts owners of stolen vehicles that have been recovered; contacts tow truck companies when services are required; and assists in the training and education of less experienced and newly hired dispatchers.
Performs other related work as required. Individual assignments will be determined by supervisor based on current workload and department needs.
PERFORMANCE INDICATORS
Knowledge of Job: Has thorough knowledge of the geographical layout of the city, including the location of streets, important buildings and other landmarks. Has thorough knowledge of the operation of two-way equipment and related Federal Communication Commission regulations. Has considerable knowledge of the locations and capabilities of available fire, rescue and emergency medical units. Has general knowledge of Virginia Criminal and Civil Codes. Is skilled in the operation of two-radios and the Virginia Criminal Information Network and National Crime Information Center computer systems. Is able to select appropriate emergency and non emergency units to respond to situations in given areas of the city. Is able to interpret the nature of a call for assistance, apply the appropriate dispatching code, and dispatch the appropriate units. Is able to maintain effective files, records and reports. Is able to exercise sound judgement in emergency and non-emergency situations. Is able to speak clearly, distinctly and politely. Is able to exercise tact and courtesy in frequent contact with the general public. Is able to establish and maintain effective working relationships as necessitated by work assignments.
Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts with all co-workers and the general public.
Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under “Essential Job Functions.”
Dependability: Assumes responsibility for doing assigned work and for meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.
Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.
Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities. Strives to anticipate work to be done and initiates proper and acceptable direction for the completion of work with a minimum of supervision and instruction.
Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.
Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified i.e., poor communications, variance with city policy or procedures, etc.
Relationships with Others: Shares knowledge with supervisor for mutual and city benefit. Contributes to maintaining high morale among all city employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, to project a good city image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the city. Emphasizes the importance of maintaining a positive image within the city. Interacts effectively with fellow employees, supervisor, police officers, fire and EMS personnel, and the general public.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings and deadlines.
Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.
EDUCATION & EXPERIENCE
Graduation from high school or the equivalent, and/or 1-2 years of radio communication and dispatching experience, or any equivalent combination of education and experience.
SPECIAL REQUIREMENTS
Requires a comprehensive background investigation to include a local, state and federal criminal history check and sex offender registry.
Requires satisfactory results from a medical, and pre-employment substance abuse testing and is subject to random alcohol and controlled substance testing.
Must meet the minimum training standards set by the Department of Criminal Justices Services (DCJS) for initial certification, as well as any re-certification required by DCJS, and any specialized training provided by the department as approved by DCJS.
Must meet and maintain training standards and certification as required by the Virginia Department of State Police for access to the Virginia Criminal Information Network (VCIN) and the National Crime Information Center (NCIC).
Must obtain and maintain annual Cardiopulmonary Resuscitation (CPR) certification, State Dispatcher certification; Emergency Medical Dispatch Certification; and have the ability to obtain Bi-Annual State VCIN/NCIC Recertification.
Must have the ability to work various rotating twelve (12) hour shifts to include weekends, holidays and special events.
MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS
Physical Requirements: Must be physically able to operate a variety of office machinery including various two- way radios and communications equipment; generators; and office machines such as computer, typewriter, calculator, copier, etc. Must be able to exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Employee is subject to long periods of visual concentration. Physical requirements of the job are those for Sedentary Work.
Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural, or composite characteristics (whether similar to or divergent from obvious standards) of data, people or things.
Interpersonal Communications: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes giving instructions, assignments and/or directions to the general public. Requires the ability to calm and elicit information from distressed or excited persons.
Language Ability: Requires the ability to read a variety of reports, records, correspondence, schedules, etc. Requires the ability to prepare narrative and statistical reports, correspondence, forms, logs, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to people with poise, voice control and confidence.
Intelligence: Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions; to interpret an extensive variety of technical instructions in mathematical and diagrammatic forms; and to deal with several abstract and concrete variables. Requires the ability to assess critical situations and to resolve such situations through established methods.
Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of technical or professional languages, including legal and medical terminology, and emergency response codes.
Numerical Aptitude: Requires the ability to utilize mathematical formulas; to add, subtract, multiply and divide. Must be able to utilize decimals and percentages.
Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape.
Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using office and communications equipment.
Manual Dexterity: Requires the ability to handle a variety of items, office equipment, communications equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination.
Color Discrimination: Requires the ability to differentiate between colors and shades of color.
Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under a substantial amount of stress when confronted with emergency situations.
Physical Communication: Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear). Must be able to communicate via two-way radio.
AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS
The City of Portsmouth is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.
This is a class description and not an individual position description. A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification, but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.
