Lead Dispatcher

PRIMARY PURPOSE

This position fills a dual role, as a working dispatcher and is also a "lead dispatcher," who has additional authority and responsibilities as described below.

DISPATCH RESPONSIBILITIES

The primary responsibility of this position will be to receive and determine the nature and location of the emergency; determine priorities, and dispatch police, fire, EMS, or other emergency units as necessary and in accordance with established procedures. Receive and process 911 emergency calls, maintain contact with all units on assignment, maintain status and location of police, fire, EMS personnel. Monitor City alarm systems, answer non-emergency calls for assistance. Enter, update and retrieve information from a variety of computer software systems. Receive requests for information from the public; monitors several complex radio frequencies. Operate a variety of communications equipment, including radio consoles, telephones and computer systems. Complete training and maintain certifications necessary for Emergency Medical Dispatch and to access regional and statewide criminal justice operating systems. Working hours vary, including rotating shifts that include days, afternoons, nights, weekends and holidays.

LEAD DISPATCHER RESPONSIBILITIES

In addition, this position will be responsible for performing quality control review of police calls, fire calls and EMS calls (which utilize emergency medical dispatching). In the absence of the Communications Lieutenant, the lead dispatcher assumes a supervisory role with dispatch related matters. This employee will provide coaching and instruction to other dispatchers as necessary, and will provide input to the Communications Lieutenant for the preparation of performance evaluations. This position is not responsible for matters related to discipline, other than to inform the Communications Lieutenant of issues in a timely manner.

SUPERVISION

Direct supervisor is the Lieutenant commanding the Communications/Records Division of the Police Department within the Support Services Division.

DESCRIPTION OF WORK

A. ESSENTIAL FUNCTIONS

1. Monitor and maintain constant control of all frequencies installed on three radio consoles.

1. Enter, inquire, and retrieve information in all: Motorola CAD functions to effectively dispatch police and fire; use of ProQA Emergency Medical Dispatch Protocol (EMD) to effectively dispatch EMS to medical emergencies and provide callers with pre-arrival instructions; and dispatch public works and electric according to need.

1. Develop and maintain required skills associated with recognized police/fire dispatch procedures and codes. Monitor and respond to all radio traffic for dispatch and assess response necessary for proper police/fire action.

1. Answer 9-1-1 telephone system, emergency police and fire telephone lines, non-emergency police telephone lines, and TDD telephone, and assess response.

1. Directs complaints to the Watch Commander, or the appropriate agency to address the problem.

1. Makes notifications when notified of hazards or inconveniences such as water main breaks, gas leaks, electric wires down and/or traffic signal malfunctions.

1. Makes notifications relative to stray, injured or abandoned animals.

1. Assists with station tours by helping to explain/demonstrate the functions of the Communications areas.

1. Responsible for monitoring via audio/visual means the security of the building and physical welfare of the officers and prisoners in the booking area and the jail facility.

1. Responsible for computer inquiries and the dissemination of criminal history information.

1. Responsible for computer entry and maintenance of arrests, wanted/warrants, missing persons/runaway juveniles, towed vehicles, field interview reports, stolen vehicles, guns and articles within their authority. Duties include validating all records as required by MULES and NCIC standards.

1. Develops and maintains the required skills associated with computer entry and inquiry expertise for MULES, REJIS, NCIC, Motorola CAD and ProQA (EMD).

1. Adheres to all CJIS and other relevant security standards relating to criminal justice information.

1. Makes decisions within limits of authority and in compliance with State laws and department policies and supervisory instruction regarding appropriate course of action.

1. Answers phones, responds effectively and courteously with coworkers, citizens, and public.

1. Copies documents as needed for officers.

1. When not assigned to shift coverage, reviews EMD and other calls for service and provides relevant feedback.

1. Provides real-time feedback to dispatchers regarding call handling when appropriate.

1. In the absence of the Communications Lieutenant, assumes a supervisory role.

1. Ensures that dispatch secondary functions are completed as assigned.

1. Provides input to the Communications Lieutenant and assists in the completion of performance evaluations.

OTHER FUNCTIONS

1. Non-emergency notifications.

1. Attend scheduled training and meetings as needed

KNOWLEDGE AND ABILITIES

KNOWLEDGE

1. Through training, possess exceptional knowledge of department rules, regulations, policies and procedures.

1. Through training, possess basic knowledge of two-way radio operations and computer entry/inquiry programs.

1. Comprehensive knowledge of English, business letter writing, spelling, punctuation, and grammar.

1. Considerable knowledge of legal procedures relative to confidentiality issues.

1. Through training, knowledge of supervisory functions.

ABILITIES

1. Ability to make decisions and exercise good judgment when responding to citizen and personnel requests.

1. Ability to function independently and/or as a cooperative "team member", as circumstances Dictate.

1. Good organizational skills.

1. Excellent oral and written communications skills.

1. Skill in the use of word processor, computer data entry system, typewriter, copy machine, and other office equipment.

1. Ability to deal efficiently and effectively with citizens and vendors, in person and by telephone.

1. Ability to supervise employees.

EXPERIENCE, EDUCATION AND TRAINING

1. Must be 18 years of age and possess a high school diploma or G.E.D.

1. Successful completion of required training in the use of two-way radio equipment.

1. Successful completion of training and demonstrated proficiency in the use of Motorola Computer Aided Dispatch (CAD), REJIS, MULES, and NCIC systems, and ProQA (EMD) program.

1. Successful completion of MSHP security awareness training and any other relevant training that pertains to criminal justice information.

1. Successful completion of the APCO Public Safety Telecommunicator course (if not already completed), AQUA EMD review certification, and a supervisory training course within six month of assignment, or as scheduled by the Communications Lieutenant.

1. Prior experience in general office work.

1. Proficiency with contemporary computer office programs.

PHYSICAL REQUIREMENTS

1. React and move from a sedentary to active condition in response to calls or radio traffic.

1. Operate office equipment, such as telephones, audio/visual devices, computers, workstation keyboards, and security locking systems.

1. The manual dexterity and visual ability to respond to assignments, telephone, computer entry/inquiry and written record of service.

1. Ability to professionally and effectively perform duties when working regular and irregular work and shift rotations.

1. Ability to perform bending, squatting, walking, kneeling and reaching movements from ground level to six feet in height.

WORKING ENVIRONMENT

1. Primarily indoor with heating and cooling regulated.

1. Shift work/scheduling- the position of dispatch requires regular and irregular shift work and shift rotations necessary to provide police services 24 hours a day, 7 days a week, 52 weeks a year (weekends and holidays included). Work shifts may be eight hours, twelve hours or another system of scheduling, and may be extended in the event of an emergency, disaster, manpower shortage, workload or work-in-progress.

MISCELLANEOUS REQUIREMENTS

1. Maintain self-control when receiving, dispatching and handling serious calls for service.

1. Continue performing all required tasks at a professional level when faced with unpleasant circumstances.

1. Deal effectively with the morbid, macabre, the repugnant, the abnormal, the morose, the psychotic, the neurotic and the otherwise unpleasant or unusual facets of human behavior.

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employee may be required to perform other duties as necessary for the effective operation of the department.

Current Openings for Lead Dispatcher Jobs at City of Kirkwood