Address
Form of work HARRIS AND FORT BEND COUNTY ESD NO. 100
WESTCOM EMERGENCY COMMUNICATIONS CENTER
Title: 911 Telecommunications Dispatcher
Reports To: Emergency Services Dispatch Supervisor
Division: Emergency Dispatch
Position: Full-Time, Non-Exempt (Hourly), pay rate $22/hour
Benefits: Texas County & District Retirement System (TCDRS)
GENERAL STATEMENT OF DUTIES:
This is a specialized position performing multi-channel emergency radio and communications work for Harris and Fort Bend County ESD #100 – WestCom Emergency Communications Center (a secondary Public Safety Answering Point for fire and emergency services). The Dispatcher is responsible for receiving and prioritizing emergency and non-emergency telephone calls from the public and primary Public Safety Answering Points. Work involves evaluating incoming calls to determine appropriate level of Fire/EMS assistance required, dispatching units, and transmitting information and messages upon request according to established procedures. This position monitors public safety units in the field, retrieves and enters computer data, operates TDD/TTY and other related communications equipment. Work is performed under general supervision by the Dispatch Shift Supervisor and the Operations Manager.
SUPERVISION RECEIVED:
Works under the general supervision of the Emergency Services Dispatch Supervisor.
SUPERVISION EXERCISED:
This position has no supervisory responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
WESTCOM EMERGENCY COMMUNICATIONS CENTER
Title: 911 Telecommunications Dispatcher
Reports To: Emergency Services Dispatch Supervisor
Division: Emergency Dispatch
Position: Full-Time, Non-Exempt (Hourly), pay rate $22/hour
Benefits: Texas County & District Retirement System (TCDRS)
GENERAL STATEMENT OF DUTIES:
This is a specialized position performing multi-channel emergency radio and communications work for Harris and Fort Bend County ESD #100 – WestCom Emergency Communications Center (a secondary Public Safety Answering Point for fire and emergency services). The Dispatcher is responsible for receiving and prioritizing emergency and non-emergency telephone calls from the public and primary Public Safety Answering Points. Work involves evaluating incoming calls to determine appropriate level of Fire/EMS assistance required, dispatching units, and transmitting information and messages upon request according to established procedures. This position monitors public safety units in the field, retrieves and enters computer data, operates TDD/TTY and other related communications equipment. Work is performed under general supervision by the Dispatch Shift Supervisor and the Operations Manager.
SUPERVISION RECEIVED:
Works under the general supervision of the Emergency Services Dispatch Supervisor.
SUPERVISION EXERCISED:
This position has no supervisory responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Interacts with callers requesting emergency/non-emergency response or service from the community or public safety agencies. Uses established protocols and the computer-aided dispatch system to evaluate the situation and take the appropriate actions. Retrieves information from callers and transmits information to the Fire/EMS personnel.
- Follows prescribed protocols to provide emergency medical instruction to callers during high-risk situations until appropriate field units arrive on scene.
- Monitors and maintains the location and status of fire, emergency medical and other agency units in the field.
- Operates various automated and/or communications equipment including computer-assisted dispatch; enters and retrieves data. Monitors and operates TDD/TTY to communicate with hearing-impaired callers.
- Maintains a positive customer service attitude at all times with the public, user agency members, co-workers and supervisors.
- Ability to demonstrate understanding, compassion and empathy.
- Contributes to the mission, vision and values of the Communications Center.
- Inspects equipment at the beginning of each shift to ensure proper operation, reports malfunctions or problems.
- Performs other related assignments, as needed or directed.
MINIMUM QUALIFICATIONS:
- High school diploma or GED equivalent.
- At least one (1) year of public safety dispatching or 911 call center experience. Other public safety experiences (fire suppression/emergency medical service) may be considered.
- Valid Texas Driver’s License with a satisfactory driving record.
- EMD + EFD certifications through Academy of Emergency Dispatch
- Knowledge of Enroute CAD
- Knowledge of Zetron radio console
- Knowledge of VESTA phone systems
- CPR certified
REQUIRED TO OBTAIN AND/OR MAINTAIN:
- IAED Emergency Medical Dispatch (EMD)
- IAED Emergency Fire Dispatch (EFD)
- APCO Public Safety Communicator 1
- APCO Fire Service Communications
- NIMS 100/200/700/800
- American Heart Association CPR Certification
NECESSARY KNOWLEDGE, SKILLS AND ABILITIES:
- Strong knowledge of the principles, practices and techniques of emergency dispatch.
- Thorough knowledge of computer-aided dispatch systems with technical knowledge of two-way radio systems.
- Working knowledge of FCC rules and regulations governing radio usage.
- Must be a strong communicator and possess strong problem-solving skills.
- Demonstrate interpersonal skills in order to establish and maintain effective working relationships with co-workers, citizens, community contacts, elected officials, members of other governmental agencies, the general public and command staff members of other departments.
- Ability to exercise judgement under pressure.
- Ability to deal with sensitive information in a discreet and professional manner while maintaining confidentiality.
- Ability to multi-task efficiently in a fast-paced, stressful environment.
- Ability to operate radio, telephone and computer systems under routine, emergency and high stress conditions in a confined work area for extended periods of time.
- Ability to work 24-hour shifts, overtime and holidays as needed in a 24-hour-a- day,
- 7-day-a-week operation. Personal phone is required as Telecommunicators may be required to return to the Communications Center for additional shifts.
PHYSICAL DEMANDS:
- Must have adequate hearing, manual dexterity, and mental disposition in order to remain alert and perform all essential job functions.
- Ability to perceive the full range of the color spectrum, such as working with electronically produced letters, numbers and/or images on a computer monitor.
- Ability to wear a headset for extended periods of time.
- Ability to type a minimum of 40 wpm.
- Ability to lift 25-50 pounds, occasionally.
- Must successfully complete dispatch training program within allotted time limit and be willing to continue educational opportunities within the 911 industry.
