911 Dispatcher

Job Description:Description: JOB TITLE: TELECOMMUNICATOR / 911 DISPATCHER II Effective:4/9/19 FLSA: Non-exempt Grade: 12GENERAL STATEMENT OF JOB Laurens County is an Equal Employment Opportunity Employer: Employees of Laurens County and applicants for employment shall be afforded equal opportunity in all aspects of employment without regard to race, color, religion, political affiliation, national origin, disability, marital status, gender identity, pregnancy, sex, sexual orientation, veteran’s status, genetic information, or age. Under occasional supervision, receives calls on 911 and non-emergency telephone lines. Work involves obtaining, assessing and dispatching information to law enforcement, fire and EMS agencies; maintaining accurate and up-to-date computer records and logs, and performing related work as required. Reports to the Telecommunicator Shift Supervisor.SPECIFIC DUTIES AND RESPONSIBILITIES ESSENTIAL JOB FUNCTIONS Receives and dispatches emergency and non-emergency calls for law enforcement, fire, EMS, rescue and haz-mat response; receives and dispatches emergency and non-emergency calls for various other County departments and agencies; monitors radio communications; provides directions and other information to officers in the field; calls wrecker companies. Provides routine assistance and information to callers, such as taking messages, providing directions, routing calls, etc. Initiates calls to persons at the request of County personnel in the field. Tracks progress of officer(s) to ensure officer safety. Provides after-hours and weekend dispatching for the County's Public Works Department for all electrical or gas trouble calls. Maintains tape recordings of dispatch communications; provides copies of tapes as requested and appropriate; prepares and maintains dispatch records and documentation; reviews records for accuracy and completeness. Provides court testimony as required regarding calls that may be used in criminal or civil litigation. Monitors and enters information into the NCIC computer system; researches information as requested by authorized personnel. Provides telecommunications support in the Emergency Operations Center when activated. Monitors weather radio, security camera system(s), alarm system(s); alerts authorities as necessary. Prepares and submits various reports required by the department, County and regulatory agencies. Contacts outside agencies or other County departments to coordinate aid. Receives, reviews and responds to public inquiries, complaints and requests for assistance in areas of responsibility. Performs general clerical tasks as required, including preparing reports and records, entering and retrieving computer data, copying and filing documents, attending meetings, receiving and responding to e-mails and faxes, etc. Works evenings, nights, weekends and holidays as scheduled to maintain 24-hour coverage of the emergency dispatch system; responds to 911 Communications Center after hours or on days off for any emergency event that may occur in Laurens County as required. Receives and/or reviews various records and reports such as police reports, NCIC data entries, call records and reports, directives from supervisor, and various other reports and correspondence. Prepares and/or processes various records and reports such as call records and reports, NCIC entries, and various other records, reports and general letters of correspondence. Refers to laws, codes, regulations, technical manuals, policy and procedure manuals, publications and reference texts, maps, directories, etc. Operates a variety of general office and specialized communications equipment including computers, computer-aided dispatch system, fax machine, printer, telephone, copier, paper shredder, two-way radio, radio screen, TDD, etc.; uses general office supplies and word/data processing software, GIS software. Interacts and communicates with various groups and individuals such as the supervisor, co-workers, other County staff, state/federal/municipal agencies, emergency response agencies, and the general public. Attends training sessions, workshops, meetings, etc., to maintain or enhance job knowledge and skills. ADDITIONAL JOB FUNCTIONS Performs other duties as required.Requirements: MINIMUM TRAINING AND EXPERIENCE Requires a high school diploma or GED equivalent supplemented by some experience and/or training in emergency dispatching; or any equivalent combination of training and experience which provides the required skills, knowledge and abilities. Must have completed specialized training through the Criminal Justice Academy in 911 operations. Must possess a valid state driver's license. MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS Physical Requirements: Requires sedentary work that involves walking or standing for brief periods, exerting up to 10 pounds of force on a recurring basis, and some dexterity in operating office and communications equipment. Data Conception: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things. Interpersonal Communication: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes the receiving of information and instructions from supervisor. Language Ability: Requires the ability to read a variety of administrative and technical documents and reports. Requires the ability to prepare records, reports, lists, forms, etc., using the proper format, punctuation, spelling and grammar, using all parts of speech. Has the ability to communicate with supervisor, co-workers, other emergency response agencies and the general public with poise, voice control and confidence. Intelligence: Requires the ability to apply principles of rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in oral, written, diagrammatic or schedule form. Requires the ability to learn and understand principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information. Verbal Aptitude: Requires the ability to record and deliver information and to follow verbal and written instructions. Must be able to use and interpret computer technology, communications technology and emergency response service terminology. Numerical Aptitude: Requires the ability to add and subtract totals, to multiply and divide, to use mathematical formulas, to determine percentages and decimals and to determine time. Must be able to use practical applications of fractions, percentages, ratio and proportion. 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 in using communications equipment and machinery, automated office equipment, and hand tools. Requires the ability to operate motor vehicles. Manual Dexterity: Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have moderate levels of eye/hand/foot coordination. Color Discrimination and Visual Acuity: Requires the ability to differentiate colors and shades of color; requires the visual acuity to determine depth perception, peripheral vision, inspection for small parts; preparing and analyzing written or computer data, etc. Interpersonal Temperament: Has the ability to deal with people beyond receiving instructions. The worker needs to relate to people in situations involving more than receiving instructions. Must be adaptable to performing under high stress when confronted with an emergency. 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. PERFORMANCE INDICATORS Knowledge of Job: Has knowledge of the methods, procedures and policies of the 911-Communications Department as they pertain to the performance of duties of the Telecommunicator/911 Dispatcher. Understands the role of the position in relation to entire County operations. Has working knowledge of the functions and interrelationships of County and other governmental agencies. Is able to learn and apply the laws, ordinances, standards and regulations pertaining to the specific duties and responsibilities of the position. Has knowledge of the principles and practices of emergency communications operations, computer-aided dispatch technology, radio communications, medical terminology, and related functions of the department. Is able to learn and perform NCIC database management activities. Is familiar with the roads, major landmarks, geography and layout of the County; is able to read and interpret road maps effectively. Is able to communicate effectively, tactfully and persuasively with members of the public in difficult situations which may arise; is able to speak clearly and distinctly in the transmission of information over a two-way radio system and telephone; is able to obtain accurate information when dealing with callers who are upset, afraid, injured; exercise good judgment in emergency situations; determine priorities of emergencies; consult supervisor on non-routine matters. Is able to understand and follow detailed instructions. Has the ability to learn and utilize new skills and information to improve job performance and efficiency. Is able to read and interpret complex materials pertaining to the responsibilities of the job. Is able to assemble and analyze information and make written reports and records in a concise, clear and effective manner with extreme attention to detail. Knows how to maintain effective relationships with personnel of other departments, professionals and members of the public through contact and cooperation. Has the mathematical ability to handle required calculations. Has knowledge of modern office practices and technology. Has knowledge of the use of computers for data and word processing. Is able to type and enter data at 35 words per minute with accuracy. Is able to learn and apply established safety precautions. Is able to work effectively despite long shifts, enduring sitting, viewing a computer screen and operating a keyboard for up to 12-hour shifts. Is able to coordinate and perform several tasks simultaneously; is able to work effectively despite frequent interruptions. 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 County departments and divisions, co-workers and the general public. Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under "Specific Duties and Responsibilities." Dependability: Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, County 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 County policies and procedures regarding absences and tardiness. Provides adequate notice to the County Council 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 and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for 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 County policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons and departments within the County. Relationships with Others: Shares knowledge with supervisors and staff for mutual benefit. Contributes to maintaining high morale among employees. Develops and main­tains cooperative and courteous relationships inter- and intra-departmentally, and with external entities with whom the position interacts. Tactfully and effectively handles requests, suggestions and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image. 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, deadlines and events. Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the County and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace. ** This job will be posted until the position is filled. DISCLAIMER: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.