Dispatcher, Customer Service​/HelpDesk

POSITION CONCEPT

The person who holds this position will provide a vital link between the citizens and the public safety services of the community.

The most important and essential job duty of this position is attitude and includes the following: getting along with co-workers, being respectful to members of the community, making sure all employees under his/her command are working together as a team and functioning under pressure. Other duties and responsibilities may include but are not limited to:

• Responsible for receiving requests for Police, Sheriff, Fire, and Ambulance Services, via E911, TDD (Telecommunications Device for the Deaf), telephone, police radio, or walk-ins.
• Gathers information regarding the nature, location, authenticity, and seriousness of the reported incident, as well as any other pertinent information; i.e., weapons, descriptions, direction of travel, etc.
• Dispatches appropriate emergency services required, quickly and accurately.
• Determines when more than one unit should be initially dispatched and/or when additional back‑up or support services are required.
• Establishes priorities by making decisions about which calls require immediate response and the order in which other calls dispatch.
• Keeps responding personnel informed of any dangers or changes on all in‑progress calls.
• Keeps accurate accounts of all units and logs all status changes in Computer Aided Dispatch (C.A.D), closely monitoring units on “Hot Calls” and traffic stops.
• Establishes and maintains accurate records on all calls received by creating an incident report in C.A.D., providing all necessary information for proper record‑keeping.
• Answers all requests for services and provides an appropriate response and/or refers callers to the appropriate agency.
• Performs all tasks associated with National Crime Information Center/National Law Enforcement Telecommunications Service (NCIC/NLETS) and does so according to NCIC/NLETS established policy and procedures.
• Monitors and maintains all equipment, computers, and radios associated with telecommunications.
• Notifies external agencies as needed: wrecker services, police jury, D.O.T.D., utility companies, etc.
• Dispatches for all local fire departments quickly and accurately, maintaining their status in C.A.D.
• Performs all tasks associated with Brady Bill, Housing Authorities, Sheriff’s Office pre‑employment checks and bar card applications, maintaining all required paperwork.
• Operates and monitors electric gates and elevators, controlling admission of persons into the Correctional Center and Communications Center.
• Performs all other duties as required.
• Other job duties as assigned by the Sheriff and/or his designee.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or General Education Degree (GED)
• Minimum 5 years communication experience

• Ability to read and comprehend reports and manuals
• Ability to effectively present information and respond to questions from groups of employees, command staff and the public – in person and over the telephone
• Ability to apply concepts of basic mathematics

• Ability to deal with situations requiring tact, diplomacy, understanding, fairness, firmness and judgement
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems

• Current and Valid Louisiana Driver’s License

12‑hour shifts – Alternating
Employee is required to work flexible hours when and if needed. In some circumstances employee may be subject to call‑out 24 hours a day.

Employment with SMPSO is for no specific period. Your employment with SMPSO will be “at will,” meaning that either you or the Sheriff may terminate your employment at any time and for any reason, with or without cause. Although your job duties, title, compensation and benefits, as well as the SMPSO’s personnel policies and procedures, may change from time to time, the “at will” nature of your employment will not be affected by these changes.

All employees of the SMPSO will have a probationary period of one (1) year. A job performance evaluation will be done after six (6) months.

The statements and duties listed here are intended to describe the general nature and level of work being performed by the employee in this job classification. Not all duties assigned to this position are included, nor is it expected that the position will be assigned every duty.