POSITION TITLE: 911 Calltaker/Dispatcher DEPARTMENT: 911-Police Civilian
POSITION CODE: 20-900 FLSA STATUS: Non-Exempt
POSITION REPORTS TO: 911 Supervisor POSITIONS SUPERVISED: None.
BLS COMPARABLE: 43-5031, Police, Fire, & Ambulance Dispatchers
Leadership: Provides co-worker leadership to others through motivation, team building,
and providing feedback.
CONDITIONS OF EMPLOYMENT:
POSITION PURPOSE: Ensure public safety through professional, accurate, and efficient emergency call taking and dispatch of appropriate emergency service personnel.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
EDUCATION/EXPERIENCE: High school diploma or general education degree (GED) and six months related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES/LICENSES: 911 Training Program (within1 year).
OLETS Certification (within 1 year).
REQUIRED KNOWLEDGE: Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Law and Government — General job-related knowledge of laws and government regulations, as well as Enid Police Department rules, policies, and procedures.
Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
Computers — Intermediate personal computer skills, including routine database activity, word processing, etc.
SKILLS/ABILITIES: Ability to maintain confidentiality.
Ability to think quickly and remain calm in crisis situations.
Handle multiple tasks simultaneously, including operation of multiple computer screens and keyboards, and answering of multiple phone calls.
Accurate and attentive to detail.
Excellent communications and public relations abilities.
Ability to assist and support others.
Able to operate telephone, PC, copier, and other basic business machines.
Ability to work rotating shifts.
FINGER DEXTERITY: Manual dexterity sufficient to reach/handle items and work with the fingers.
VISUAL ABILITIES: "Normal vision, correctable with or without corrective lenses. Normal vision includes the ability to identify basic colors and associate the meanings when using various maps, computer software programs, computer aided dispatching programs/displays, video monitors, and fire/police alarm monitors, in order to perform duties as required”.
PHYSICAL STRENGTH: Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.) Sedentary physical activity performing non-strenuous daily activities of an administrative nature. Prolonged sitting.
LANGUAGE/COMPREHENSION: Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.
MATHEMATICS ABILITY: Ability to perform very basic math skills including adding and subtracting two digit numbers, multiplying and dividing with 10’s and 100’s. Ability to perform these operations using units of money and weight or distance measurement.
WORK SCHEDULE/HOURS: Ten or more hour shift work, Monday through Sunday.
Must be able to work varying shifts. Management reserves the right to establish work hours to meet the mission of the department. The 911 Center is staffed 24 hours a days. There are 4 elements which are normally comprised as the following. Management may alter the shifts, to ensure minimum staffing.
A-Day Shift (0630-1830) SUN-WED (3 –twelve hour shifts and 1-Four hour shift); B-Night Shift (1830-0630) SUN- WED (3 –twelve hour shifts and 1-Four hour shift); C-Day Shift (0630-1830) WED-SAT (3 –twelve hour shifts and 1-Four hour shift); D-Night Shift (1830-0630) WED-SAT (3 –twelve hour shifts and 1-Four hour shift). **Wednesday 4 hour Shifts are staggered to reduce overtime and maximize training events.
Variable lunch period and breaks in coordination with other office personnel.
WORK CONDITIONS: Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
Noise level: Moderate noise (examples: business office with computers and printers, light traffic).
Other work conditions: Frequent exposure to high stress situations.
4-6 years related work experience
7+ years related work experience
Proficient computer skills (Word).
Advanced computer skills (Word & Excel).
Advanced communication skills on radio and telephone.
Additional coursework or Associate’s Degree or equivalent in related field.
APCO Instructor Training.
Ability to assume 911 supervisory responsibilities for short period.
Ability to assume 911 supervisory responsibilities for extended period
Knowledge of safety as it applies to the job.
Valid CPR certification