Dispatcher, Customer Service​/HelpDesk

Department

Public Safety Communications

Dispatch Supervisor

Dispatcher (I) performs a full range of telephone operational duties in a 24‑hour facility: receives and records emergency and routine business calls; processes and prioritizes incoming calls for police, fire, and EMS assistance.

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 provide pre‑arrival instructions for emergency medical, fire and police calls.

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:

• Answer all incoming 911 calls.
• Collect all pertinent information from the caller using excellent verbal and communication skills.
• Enter all information into the computer‑aided dispatch systems (CAD).
• Route the call to the appropriate dispatcher or other service agency.
• Answer all non‑emergency calls, determine the caller's needs and route the call to the appropriate dispatcher or service agency.
• Receive, record and prioritize incoming calls for Police, Fire, and EMS.
• Possess proficiency with Emergency Medical, Fire, and Police Dispatch protocols.
• Answer all routine and emergency calls (e.g., TDD/TTY, E‑9‑1‑1) in a courteous and professional manner, while responding according to policy.
• Ensure the exact location of the incident, including street address, intersection, nearby landmarks, area of the building, home, etc.; record the type of incident, and provide an accurate description of people, vehicles, places, and the presence and type of weapon.
• Provide support services and updates as needed (e.g., street indexes, data entry, on‑call personnel list, map and flip chart, and other pertinent information).
• Support 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 to record work activities, keep records and work with computers.
• Knowledge to develop and complete written reports.
• Familiarity with computers through navigation of 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; write clearly and spell correctly.
• Create and maintain a positive attitude toward the department.
• Maintain consistent composure.
• Work with geographic information systems and other current and developing technologies related to public safety communications.
• Sit, stand and move inside the building.
• Read and discern visual images on a small crystal display and distinguish between multi‑colored lights.
• Read and understand technical and professional manuals to complete work activities, keep records and use computers competently.
• Develop and maintain cooperative and professional relationships with fellow employees,…