Under the supervision of the 911 Central Dispatch Director or designee, the dispatcher receives requests for police, fire, emergency medical, and other types of assistance from the public. The dispatcher relays the calls for service to the appropriate agencies or units. 911 Central Dispatch is a 24- hour operation. Employees will be required to work any shift/hours, including days, nights, weekends, and holidays, and will be required to work overtime as needed.
Essential Duties and Responsibilities
- Receives all incoming phone calls from the public requesting police, fire, emergency medical or other assistance.
- Refers non-emergency calls to the appropriate agencies, departments, or other resources.
- Classifies the nature of the call, the priority of the call, and determines the appropriate emergency service agency to handle the call.
- Monitors telephone and radio traffic, maintaining room awareness and assisting coworkers as needed or requested.
- Assists emergency service units in the field by securing and verifying information through computers, department files, records, and other resources.
- Obtains and coordinates the assistance of police, fire, medical, wreckers, utility, public works departments, and other agencies as needed.
- Records and maintains information on both manual and automated record-keeping systems.
- Utilizes radio consoles, recorders, E911 displays, computer-aided dispatching (CAD), LEIN and NCIC, and other dispatch-related equipment.
- May assist in training new dispatchers and in evaluating the progress and/or performance of probationary employees.
- Perform other related duties as required and/or directed.
- May participate in the selection of new employees, including making recommendations to the director regarding hiring.
- Ensure that all equipment and systems are operating and functioning as needed for them to perform their duties, advising supervisors of all repairs needed
- Works closely with first responders to foster cooperation and quality service issues. Completes special projects, attends meetings, and participates in special teams or committees as needed or assigned.
- Contributes to the efficiency and effectiveness of the center by offering suggestions and directing or participating as an active member of the work team.
- Represents ICCD/Ionia County with dignity and integrity and a spirit of cooperation in all relationships with staff, public safety partners and the public.
- Performs the duties of Communications Training Officer (CTO) as required with responsibilities as assigned.
- Performs other duties as required
Competencies
The Core Competency Expectation Level and Performance Expectations are listed below.
- Customer Focus
- Teamwork
- Process Focus
- Communication
- Decision Making & Judgement
- Analysis & Problem Solving
Supervisory Responsibility
This position may be assigned as a Communications Training Officer providing training and limited supervisory responsibilities, as assigned by the Director.
Work Environment
This job operates in a professional office environment in a locked dispatch center. This role routinely uses standard office equipment to include numerous computers, radios, phones, printers, photocopiers, and filing cabinets.
Physical Demands, Requirements and Working Conditions
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.
- While performing the duties of this job, the Dispatcher must have the ability to handle varied and often high levels of stress, while remaining calm and composed.
- Ability to communicate calmly and effectively, both verbally and in writing.
- Required to operate multiple computers, radios, and other office machinery.
- The position is largely a sedentary role; however, sitting, walking, standing, bending over, lifting, holding/carrying objects found in an office environment.
- At times, this position may require working in extreme temperatures during outdoor events.
- Remain flexible with break times as lunch breaks cannot be scheduled.
- Pass a workplace physical to include eyesight, which must be corrected to 20/20; hearing in both ears is no less than 40db and pass a drug screen.
- Pass an extensive background process.
Travel
Travel is required to access government buildings, schools or other facilities to attend meetings and training opportunities throughout the State. Occasionally it may require travel outside the state.
Required Education and Experience
- High school diploma or GED is required.
- Must complete certification during the probationary period of employment if certifications are not current.
- Emergency Medical Dispatcher (EMD),
- Law Enforcement Information Network (LEIN),
- State of Michigan-compliant basic dispatching course,
- CPR Certification
- Keyboard speed and accuracy with a minimum of 40 words per minute.
Preferred Education and Experience
- Two years’ experience in a public safety-related field.
- Michigan State 9-1-1 Committee (SNC) approved, Basic 40-hour dispatch (module 1)
- Michigan SNC approved, Advanced 40-hour dispatch (module 2)
- LEIN Certified
DepartmentCentral Dispatch
Type: Full Time
Salary/Wage$21.20 - $27.34 depending on experience and shift
