Dispatcher, Customer Service​/HelpDesk

Overview

Are you a master of communication, a calm and collected problem solver, and able to thrive in fast-paced environments where every second counts? Join our dynamic team as a Police Dispatcher and become an essential link between our community and law enforcement. As a police dispatcher, you will play a crucial role in ensuring the safety and well-being of our citizens, officers, and emergency responders.

This is skilled, responsible communications work in receiving and transmitting messages via radio, telephone, teletype, and computer. Employees are responsible for transmitting requests to the proper party and for dispatching proper equipment and personnel as needed or directed.

• Receive various calls, reports, and requests for police and fire assistance; notify law enforcement, fire department, or service vehicles to respond with location and incident description; dispatch equipment other than patrol cars, such as radio-equipped service vehicles and ambulances.
• Operate an ACJIC teletype, two-way radios, computer, and telephone to transmit data to field personnel and to ACJIC/NCIC.
• Maintain computer files for stolen vehicles, property, and wanted persons; provide officers with motor vehicle registration information; maintain incident, arrest, bail bond, warrant, complaint, and radio logs for police and fire departments; operate Computer-Aided-Dispatch (CAD).
• Provide receipts for bond payments when the Magistrate’s Office is closed; deposits and account for collected funds; maintain records of financial transactions.
• Provide jail services to ensure prisoner care and efficient detention facility operations; assist with booking; maintain prisoner registers.
• Establish and maintain effective work relationships with others.

• Problem Solving – Identifies and resolves problems in a timely manner.
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs.
• Teamwork – Demonstrates objectivity and openness to others’ views; contributes to a positive team spirit.
• Leadership – Inspires respect and trust.
• Ethics – Works with integrity; upholds organizational values.
• Organizational Support – Follows policies and procedures.
• Accountability – Takes responsibility for own actions.
• Professionalism – Treats others with respect and consideration regardless of status or position.
• Quality – Looks for ways to improve and promote quality.

Must possess a high school diploma or GED. Completion of some college or university coursework in Criminal Justice, Law Enforcement, Police Science, Criminology, Public Administration, Business Administration, or related field is preferred.

To maintain employment as a Dispatcher for the City of Pelham Police Department, an employee must retain the legal right to access information from ACJIC and NCIC computer systems. Conviction of any felony or other crime that results in loss of access, or a sustained breach of the rules governing access to these systems, will disqualify continued employment.

Ability to read and interpret safety rules and procedures; write routine reports and correspondence; speak effectively before groups. Speak English clearly for operation of two-way radio and telephone systems. Hearing must be sufficient for routine use of multiple radio and telephone systems. Fluency in Spanish is preferred.

Ability to apply common sense in following instructions; manage problems with several variables; prioritize calls for service by danger to public safety; handle multiple tasks, including under emergency circumstances. Must remain calm under stress.

Knowledge of word processing and database software; ability to use multiple computer screens simultaneously.

The work is primarily indoors in an office setting, but may involve areas near jail or processing spaces. Reasonable accommodations may be made for disabilities. The noise level is usually moderate.

The role requires hand dexterity for keyboard use, talking and listening, and the ability to stand, walk, sit, stoop, kneel, crouch, or crawl as needed. Ability to lift up to 10 pounds. Vision requirements include close, distance, color, peripheral, depth perception, and focus. Multi-tasking across phone, computer, and radio is required, including timing data entry during emergencies.

Available to work any shift on any day of the week and be available for emergency call-ups.