POSITION TITLE:  911 Calltaker/Dispatcher                  DEPARTMENT:  911-Police Civilian     

POSITION CODE:  22-600                                           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:

• Subject to post offer, pre-employment drug screen.
• Subject to a pre-employment criminal background check and pre-employment polygraph.
• Subject to signing a confidentiality agreement.
• As a position directly affecting the safety of others, the employee will be required to comply with all provisions of City of Enid’s substance abuse policy, including random drug and alcohol testing.
• Keyboarding speed 35 wpm.
• English proficiency.

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

• Operate emergency and administrative lines and disseminate calls received.
• Operate state National Crime Information Computer terminal for radio procedure and entry of records into system.
• Question callers to determine their locations, and the nature of their problems in order to determine type of response needed.
• Determine response requirements and relative priorities of situations, and dispatch units via radio communication in accordance with established procedures.
• Enter emergency and non-emergency calls into the Computer Aided Dispatch system for dispatch.
• Record details of calls, dispatches, and messages.
• Enter, update, and retrieve information from teletype networks and computerized data systems regarding wanted persons, stolen property, vehicle registration, and stolen vehicles.
• Scan status charts and computer screens, and contact emergency response field units in order to determine emergency units available for dispatch.
• Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
• Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information and after hours calls for departments within the city.
• Maintain access to, and security of, highly sensitive materials.
• Maintain confidentiality of records, including but not limited to private health information.
• Complete and release a daily press bulletin.
• Observe alarm registers and scan maps in order to determine whether a specific emergency is in the dispatch service area.
• Maintain files of information relating to emergency calls such as personnel rosters, and emergency call-out and pager files.
• Maintain employee contact log, emergency contact log, on-call log, trespass log, 72 hour parking log, court message log, city complaint file, entry of house, alarm permit file; enter and maintain vehicle impound records; maintain and remove warrant files.
• Assist with training 911 dispatchers.
• Provide assistance to other departments as needed.
• Perform other duties as required.

PERFORMANCE MEASUREMENTS

• The 911 division runs smoothly and efficiently.
• Emergency phone calls are handled with speed, accuracy, and according to policy and procedure.
• Information is entered accurately and efficiently in relevant database.
• Effective working relations exist with City personnel.
• New employees are well trained and assisted. Management is appropriately informed.
• Employee understands and adheres to applicable safety policies.
• The City’s professional reputation is maintained.

QUALIFICATIONS

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.

PHYSICAL & MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

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.

ADVANCEMENT CRITERIA