Emergency Dispatcher

Emergency Dispatcher
The Town of Amherst is seeking a full-time Emergency Dispatcher for a 24/7 emergency communications center dispatching police, fire, and emergency medical calls. Dispatchers must be able to work any shift assignment on a 4-day-on, 2-day-off rotation, with overtime required. This position requires excellent written and oral communication skills; ability to interact with people who may be in crisis; ability to work under stressful situations. Previous emergency communications experience and/or bilingual capabilities desired. Emergency Medical Dispatch (EMD) Certification required within 4 months of hire. This is a union position with great municipal benefits and pension.

POSITION DESCRIPTION
SEIU Level: F1
Communications Center
Emergency Dispatcher
Job Summary
Performs variety of routine clerical, administrative and technical work in receiving and dispatching routine and emergency information; keeping official records; and assisting in the administration of the standard operating policies and procedures of the Communications Center providing service for the police, fire and emergency medical services on a 24-hour, seven-day week basis with eight hour rotating shifts.
Supervision Received
Work is performed under the broad supervision of the Communications Center supervisor who assigns specific duties and responsibilities. Performs regular, routine duties on own initiative with considerable independence. May require direction in complex situations from Police, Fire, or Emergency Medical personnel. Work is reviewed for the quality of service provided to the public through the examination of records and recordings.
Supervision Exercised
Generally, none. Responsible for own work and, on occasion, may direct and train other staff.
Major Duties
1. Monitors phones, radio, and video in the dispatch center, answers all incoming calls and ascertains nature of call, gathers all necessary information to transmit or relay. Utilizes standard protocols in dispatching all calls. In cases of emergency medical calls, maintains contact with the caller to give instruction per protocols.
2. Dispatches police, fire and emergency medical response vehicles for emergency responses. In cases of multi jurisdictions, maintains communications with all responders involved in incident. Requests resources as directed by responding personnel or departmental protocol. Broadcasts nature, location and time of incident; contacts all required personnel; ensures the presence of reserve units by contacting personnel designated for call-back; relays information as required.
3. Through computer aided dispatch (CAD) maintains logs of radio and telephone communications, location of personnel and equipment. In the event of an emergency situation, maintains on-going contact with the responding personnel keeping them informed of all incoming pertinent information; alerts personnel of various information such as traffic lights out and streets closed.
4. Maintains dispatch center work area and equipment in clean and working condition. Keeps abreast of all communications center guidelines, directives, announcements, and special orders.
5. Operates radios as needed and assists in radio communications; operates base radio as required. Enters and retrieves a variety of data and extracts required data from computer and other information systems, maintaining reports and records as required or requested, per departmental standards. Inputs data to standard office and department forms, both manual and automated; makes simple postings to various reports; compiles and tabulates data.
6. Maintains thorough knowledge of the mapping systems of the towns served. Broadcast pertinent weather bulletins or other civil defense bulletins.
7. Assists in the training of new employees and ongoing refresher training.
8. Performs other duties as assigned and consistent with position.
Minimum Qualifications
Graduation from a high school or GED equivalent with specialized course work in general office practices such as typing, filing, accounting or bookkeeping, and two (2) years of increasingly responsible related experience, or any equivalent combination of related education and experience.
Working knowledge of computers and electronic data processing; working knowledge of modern office practices and procedures. Skill in operating listed tools and equipment. Ability to effectively deal with the public; to communicate effectively both verbally and in writing; and to handle stressful situations.
Special Requirements
Must be able to successfully complete background investigation with no felony convictions. Must be able to obtain and maintain certifications in Emergency Dispatch, Emergency Medical Dispatch (EMD) and HazMat Dispatch.
Tools and Equipment Used
Communications switchboard, including computer-aided systems; personal computer including word processing software; copy and fax machines; radio.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk. The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Selection Guidelines
Formal application; rating of education and experience; oral interview and reference check; job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
The Town of Amherst seeks a workforce that reflects the diversity of its community, and strives toward racial equity and environmental sustainability. All are encouraged to apply. AA/EEO.