Dispatcher, Customer Service​/HelpDesk

Department: Public Safety Communications

Reports to: Dispatch Supervisor

Summary: Dispatcher (I) performs a full range of telephone operational duties in a 24-hour facility:
Receives and records emergency and routine business calls; process and prioritize incoming calls for police, fire, and EMS assistance.

Scope of Responsibility: Translate information to the appropriate codes. Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes. Perform crisis communication, emergency medical, fire and police dispatch services. Ask scripted, vital questions and pre-arrival instructions for emergency medical, fire and police calls.

Essential Functions
:
Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.

Essential duties and responsibilities may include, but are not limited to, the following:

• Answering all incoming 911 calls
• Collecting all pertinent information from the caller using excellent verbal and communication skills
• Entering all information into the computer-aided dispatch systems (CAD)
• Routing the call to the appropriate dispatcher or other service agency
• Answering all non-emergency calls, determines the caller's needs and routing the call to the appropriate dispatcher or service agency
• Receives, records and prioritizes, incoming calls for Police, Fire, and EMS.
• Proficiency with Emergency Medical, Fire, and Police Dispatch protocols
• Answer all routine and emergency calls, i.e. TDD/TTY, and E-9-1-1 etc., in a courteous and professional manner, while responding according to policy.
• Responsible for the exact location of the incident, including street address, intersection, nearby landmarks, area of the building, home, etc., type of incident, accurate description of people, vehicles, places, etc. The presence and type of weapon
• Provides support service and updates as needed, i.e., street indexes, data entry, on call personnel list, map and flip chart, and other pertinent information.
• Supports the departmental operations with regular and timely attendance at work.

Supports the relationship between the City of Odessa and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.

Education, Training and Experience Guidelines: High School diploma or GED required.

• Comprehension to read and understand manuals in order to record work activities, keep records and work with computers.
• Knowledge to develop and complete written reports.
• Familiarity of computers to the extent of navigating through computer formats.

• Communicate effectively and professionally with other employees and the public. Speak calmly, clearly and authoritatively to persons who may be rude, confused or frightened under highly complex and stressful situations
• Work with dispatch equipment and communicate with citizens and emergency personnel in highly stressful, possibly emergency situations
• Read, write, understand and follow oral and written instructions as well as write clearly and spell correctly.
• Create and maintain a positive attitude toward the department.
• Maintain consistent composure.
• Work with geographic information system & other current and developing technologies related to public safety communications
• Sit, stand and move inside the building.
• Read and discern visual images that are on a small crystal display and discern between multi-colored lights.
• Read and understand technical and professional manuals in order to complete work activities, keep records and competently utilize computers.
• Develop and maintain cooperative and professional relationships with fellow employees, representatives from other departments and supervisors.
• Use logic and reasoning to reach conclusions and approaches to problems.
• Use judgement and decision-making skills to evaluate situations, establish priorities and resolve issues.
• Think quickly and to work under stressful situations and to establish priorities and pass on information as needed.
• Actively listen and communicate effectively through clear speech and hearing.

• Navigate in window based computer environment.
• Write or review correspondence and procedural documents.
• Telephone skills and route calls.
• Operate and maintain office machines and equipment such as specialized computers and related information systems and radio dispatch equipment.
• Understand jurisdictional boundaries, thoroughfares, landmarks, public…