Dispatcher: (Part-Time)
Position Purpose
Performs a variety of administrative and technical work in receiving and dispatching basic emergency information, keeping official records and assisting in the administration of the standard operating policies and procedures of the telecommunications division.
Essential Functions
- Operates 911 communications equipment to monitor and determine the exact nature of each request for service.
- Responsible for applying learned principles and processes to provide quality customer services.
- Responsible for entering accurate data into the Record Management System and CAD and also communicating accurate and detailed information during emergency and non-emergency situations.
- Determines the location and agency involvement needed for each incident as required.
- Determines nature of complaint and the appropriate codes and enters correctly in computer CAD system.
- Assist police officers in obtaining appropriate services and information by radio and telephone.
- Ability to use sound judgment and operate within the procedural boundaries when dealing with stressful situations that are not limited to but include dealing with complainants that are emotionally upset, disturbed or sometimes very angry.
- Responsible for assessing the needs of the customer, meeting quality standards for services and evaluation of customer satisfaction.
- Monitors CCTV monitors in dispatch offices for cameras located throughout holding/booking facility and City Hall spaces.
- Coordinates for tow trucks and Public Works, emergency and non-emergency services.
- Monitors telephones and radio in the dispatch center, answers all incoming calls and ascertains nature of call, gathers all necessary information to transmit or relay.
- Dispatches police and other response vehicles for emergency responses, broadcasts nature, location and time of incident, contacts all required personnel such as the fire department in the event of an emergency situation.
- Maintains log on radio and telephone communications, location of personnel and equipment, in the event of an emergency situation.
- Maintains on-going contact with the responding personnel and keeps them informed of all incoming pertinent information. Records various information, such as traffic lights out, street closures, damaged City property, while keeping emergency personnel informed.
- Operates radios as needed and assists in radio communications, operates base radio as required.
- Composes, produces and edits correspondence, reports, memoranda and other material requiring judgment as to content, accuracy and completeness.
- Inputs data into standard office and department forms, both manual and automated, makes simple postings to various reports, compiles and tabulates data.
- Maintains dispatch documents and records, and any other paperwork or correspondence as needed.
- Maintains various logs, charts and recordings to provide records of all emergency and non-emergency action for follow-up investigative, administrative or legal actions.
- Operates/maintains emergency and non-emergency equipment such as computer, printers, playback systems, CAD and other systems.
- Maintains an immediately available library of emergency reference material such as computer manuals, repair logs, wrecker logs, policy/procedure, policy memos and other reference material.
- Handles confidential information via TLETS.
Secondary Functions
- Assists in training new employees.
- Serves as a member of various employee committees.
- Monitors weather warning system.
- Attends staff meetings, in-service training and technical or professional classes, seminars or conferences to improve technical or processional skills.
- Performs all other duties as assigned.
Capital and/or Fiscal Responsibility
- Responsible for adhering to all City of South Padre Island Purchasing Policies while performing purchasing tasks.
Credentials (minimum preferred)
Knowledge/Skills/Abilities
- Must be available to work any shift required.
- Working knowledge of computers and electronic data processing.
- Working knowledge of modern office practices and procedures.
- Some knowledge of accounting principles and practices.
- Ability to handle stressful situations.
- Ability to work under pressure, exercise good judgments and make sound decisions in emergency situations.
- Ability to multitask.
- Ability to learn geographic features and streets within the area served and utilize this information by providing understandable direction to requested locations.
- Ability to communicate clearly and effectively, both verbally and writing.
- Ability to speak clearly and concisely over the radio and telephone.
- Ability to create and maintain accurate computer and written records or logs.
- Some skill in operation of the listed tools and equipment.
- Skill to accurately type a minimum of 30 WPM.
- Skill in computer software applications to include: MS Windows, CAD computer, 911 computer and TLETS operator console.
Formal Education/Certification/Licenses
- Graduation from high school or GED equivalent with specialized course work in general office practices such as typing, filing, and basic accounting.
- Must be TCOLE Certified or have the ability to obtain certification within one year of employment.
- Must qualify for and obtain TLETS Terminal Operator certification from TCOLE within one year of employment.
Prior Experience
- Two years of increasingly responsible related experience.
- Any equivalent combination of education and experience, equivalency to be determined by the City.
Language Requirements
- Bilingual: Spanish and English required.
Tools and Equipment Used
Computerized systems: Tyler Public Safety, Texas Law Enforcement Telecommunication System (TLETS), Record Management System (RMS), Computer Aided Dispatching (CAD), E-911; telecommunication device for the deaf (TDD); fax and copy machine; microphone headsets and portable radio systems; personal computer including word processing software; telephone; fax machine; and postage machine.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk clearly or hear; use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to walk; lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Shifts range from eight to twelve hours to including shift work on weekends and holidays. Most work takes place while sitting at a 911 dispatch console. Telecommunications office is operational twenty-four hours a day every day of the year.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working environment is primary inside an office air-conditioned office environment where the noise level in the work environment is usually quiet.
Selection Guidelines
Formal application, rating of education and experience; oral interview and reference check; job related tests may be required.