EMERGENCY SERVICES DISPATCHER - POLICE in Manchester

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GENERAL STATEMENT OF DUTIES

Serves as a centralized communications agent involving Police and related public safety personnel to emergency situations; performs directly related work as required.

DISTINGUISHING FEATURES OF THE CLASS

The principal function of an employee in this class is to be a contact point between the public and public safety personnel, and to dispatch assistance accordingly. The work is performed under the supervision and direction of the Telecommunications Supervisor - Police or an assigned command officer but considerable leeway is granted for the exercise of independent judgement and initiative. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with members of the public, public safety personnel, mutual aid departments, and other law enforcement jurisdictions. The principal duties of this class are performed in a central communications center requiring constant attention to several communications sources at any given time.

EXAMPLES OF ESSENTIAL WORK

• Answers all 911 calls for emergency personnel, dispatch officers, relays all relevant information and corresponds with the caller through the CAD system.
• Responds to all incoming radio calls from Police Officers and other agencies and operates a National Crime Information Computer when information is requested from Police personnel.
• Processes emergency and non-emergency requests for assistance from 911 and conventional telephone lines.
• Processes all Computer Aided Dispatch (CAD) entry.
• Receives and dispatches radio transmissions on Police information channels.
• Performs Federal and local background checks on individuals with whom officers come in contact.
• Maintains logs and records of calls received and the nature of each dispatch.
• Transfers calls to proper local, State, and Federal officials as necessary.
• Handles varied emergency situations dealing with emotional, injured, and victimized persons, ascertains the crucial information needed in the given situation, and relays this to the proper Departments without delay.
• Enters information into the computer system through the use of LANCER, NCC, and related systems in connection with wanted persons, stolen vehicles, securities, weapons, and related property.
• Dispatches locations of alarms as soon as they are received.
• Processes official communications for public safety personnel on duty as necessary.
• Requests and transmits information from other City departments or outside agencies as needed by Police personnel.
• Maintains a current updated map of all the features of the City and memorizes constant changes.
• Runs computer checks on driver’s licenses, car tags, stolen firearms, driver histories, and criminal histories.
• Performs searches with partial data to identify persons and vehicle registration.
• Checks warrants for the Police Department and other requesting agencies, and processes original hard copy of warrants.
• Performs maintenance on all communications equipment to ensure proper operation during emergency situations.
• Receives information from the Statewide 911 system and transfers all pertinent information into the computer system for dispatching.
• Gives emergency treatment assistance to the general public as necessary.
• Operates radio consoles alarm receiving and transmission equipment, telephones, facsimile, switchboards, traffic control, and other related systems and equipment.
• Maintains information on the fingerprinting system.
• Performs duties during multiple alarms and other emergency incidents as designated by superiors.
• Conducts weekly pager tests.
• Provides information to the Communication Technicians in designating problems within the communications system.
• Operates Opticom system to ensure safe passage of emergency vehicles.
• Answers department telephone calls, receives and greets visitors to the department, and provides information to callers and visitors or refers callers and visitors to other appropriate departments or City personnel.
• Answers customer questions requiring detailed programmatic knowledge of Police operations.
• Follows up on complaints from customers involving gathering information from several Departmental and intra-Department sources.
• Prepares correspondence, lists, and other documents on a computer.
• Completes and maintains reports and records.
• Provides guidance and demonstrations to new employees in similar positions.
• Keeps supervisors informed of work progress, issues, and potential solutions.
• Attends meetings and training to stay current on relevant practices and developments.
• Responds to citizen inquiries courteously and promptly.
• Coordinates regularly with others to enhance interdepartmental efficiency.
• Performs additional duties as required by the classification.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES

• Substantial knowledge of computer information retrieval of Police radio communications operations, LANCER and NCC computer, CAD system, and computer information entry procedures.
• Substantial knowledge of the geographical area of the City of Manchester.
• Substantial knowledge of Police Department activities, purposes, and procedures.
• Substantial knowledge of current practices and procedures involved in customer service delivery.
• Substantial knowledge of the operating systems used in 911 operations as a recipient municipality.
• Substantial knowledge of modern office procedures, practices, and equipment.
• Substantial knowledge of Police procedures and emergency treatment protocols.
• Substantial knowledge of the operations of radio, telephone, and alarm processing equipment.
• Skill in the use of radio, alarm, data processing, telecommunications, and related equipment used in emergency communications operations.
• Ability to advise and direct Police personnel and to quickly disseminate crucial information in a clear, concise, and understandable manner.
• Ability to draw out needed information from persons involved in all types of emergency situations.
• Ability to determine the extent of emergency situations.
• Ability to make independent judgments in emergency situations.
• Ability to explain emergency treatment assistance during emergency operations.
• Ability to complete preventative maintenance and testing duties on radio, telecommunications, alarm, and data processing equipment.
• Ability to handle multiple tasks at any given time and to prioritise activities according to emergency needs.
• Ability to handle confidential information with tact and discretion.
• Ability to perform computer entry duties with speed, efficiency, and accuracy.
• Ability to quickly learn geographical information and be able to communicate this information to needed personnel and members of the public.
• Ability to communicate effectively with others, both orally and in writing, using both technical and non-technical language.
• Ability to establish and maintain effective relationships with supervisors, police and emergency medical personnel, municipal officials, and the general public.
• Ability to understand and follow oral and/or written policies, procedures, and instructions.
• Ability to prepare and present accurate and reliable reports containing findings and recommendations.
• Ability to operate or quickly learn to operate a personal computer using standard or customised software applications appropriate to assigned tasks.
• Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions.
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines.
• Ability and willingness to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology.
• Integrity, ingenuity, and inventiveness in the performance of assigned tasks.

ACCEPTABLE EXPERIENCE AND TRAINING

Graduation from High School or possession of a GED; and Zero to two years of experience in the operation of communication and emergency service equipment; or Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

REQUIRED SPECIAL QUALIFICATIONS

Ability to pass a background check; Certification as a Public Safety Telecommunicator I (APCO) within one year of date of hire; Certification in Emergency Medical Dispatcher (EMD) within one year of date of hire; Certification in Pro QA Software within one year of date of hire.

ESSENTIAL PHYSICAL ABILITIES

• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively in emergency situations with an attention to time constraints.
• Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to operate and monitor a computerized communications system.
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate a keyboard, several phone lines, and other communications equipment.
• Sufficient strength and endurance, with or without reasonable accommodation to lift, carry and move objects, through a full range of motion, up to 10 pounds occasionally, 5 pounds frequently and 2 pounds consistently.
• Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to operate in the communications center environment.