Public Safety Dispatcher

Job Overview

Position Summary

The Public Safety Dispatcher will perform technical and skilled work related to the operation of the Dubuque County Emergency Communications Center, which includes, but is not limited to, law enforcement, fire, and ambulance emergency communications systems; operate telephone, radio, or other communication systems to receive and communicate requests for emergency assistance at Dubuque County Emergency Communications Center; take information from the public and other sources regarding crimes, threats, disturbances, acts of terrorism, fires, medical emergencies, and other public safety matters; coordinate and provide information to law enforcement and emergency response personnel; access sensitive databases and other information sources as needed; provide additional instructions to callers based on knowledge of and certification in law enforcement, fire, or emergency medical procedures; and perform other duties as assigned. The ideal candidate possesses the ability to follow a management philosophy that is input-oriented and values belonging, problem solving and the development of partnerships; ability to work effectively as a member of a team; and the desire to be part of an organization that values service, people, integrity, responsibility, innovation and teamwork.

DISTINGUISHING FEATURES OF THE CLASS: Work in this class involves responsibility for assisting police, sheriff and fire departments by directing and coordinating public safety communication efforts through established procedures. The employee in this class must exercise independent judgment in handling emergency calls and other requests for service and will provide assistance and guidance in handling complex and unusual situations. Supervision and assignments are received both orally and in writing from the Emergency Communications Manager; and work is reviewed by the Emergency Communications Manager through conferences, observation, results achieved and evaluation of reports submitted.

Job Duties

• Supply information to other departments.
• Diagnose computer and equipment problems.
• Use standard operating procedures in sending and receiving radio and telephone assignments.
• Dispatch personnel and equipment.
• Assist in reports and records processing; and computer-aided dispatch system updates.
• Provide general assistance to the public by filing complaints and reports.
• Verify accuracy of criminal justice files.
• Respond to questions and service requests.
• Participate in the city’s intercultural competency training and program.
• Discuss goods or services information with customers or patrons.
• Coordinate operational activities.
• Maintain call records; security; and current knowledge related to work activities.
• Confer with coworkers to coordinate work activities.
• Operate computer terminal, communications equipment or systems; and vehicles or material-moving equipment.
• Answer telephones to direct calls or provide information.
• Search files, databases or reference materials to obtain needed information.
• Enter information into databases or software programs.
• Relay information between personnel and other departments.
• Monitor radio talk groups on the Dubuque County Radio System and other mutual aid systems; alarm systems; and equipment operation to ensure proper functioning.
• Refer customers to appropriate personnel.
• Report maintenance or equipment problems to appropriate personnel.
• Adjust office equipment to ensure proper operation.

KNOWLEDGE, SKILLS AND ABILITIES:

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
• Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
• Computers and Electronics - Knowledge of processors, electronic equipment, and computer hardware and software, including applications.
• Geography - Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics and locations.
• Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
• Active Listening and Comprehension - Listening to others, not interrupting, asking good questions, and understanding what is being said.
• Service Orientation - Looking for ways to help people.
• Monitoring - Keeping track of how well people and/or groups are doing in order to make improvements.
• Speech Clarity and Expression - Communicating by speaking clearly.
• Selective Attention - Paying attention to something without being distracted.
• Deductive and Inductive Reasoning - Using or making rules to solve problems or come up with answers from lots of detailed information.

Qualifications

REQUIRED QUALIFICATIONS:

• Customer service or dispatcher experience; and
• Possession of a high school diploma or its equivalent.
• Certification (or ability to obtain within one year) in the following areas:

1. 40-hour State Telecommunications Training or equivalent
2. Emergency Medical Dispatch Certification
3. Emergency Fire Dispatch Certification
4. Emergency Police Dispatch Certification
5. State Certification on the IOWA/NCIC System

DESIRED QUALIFICATIONS:

• Associates degree in Public Safety, Telecommunications, Psychology or related fields.
• Experience in the operation of emergency communication equipment.

Supplemental Information

RESIDENCY REQUIREMENT: Employee shall establish their principal place of residence within fifty (50) miles of the corporate limits of the city of Dubuque as soon as practicable after appointment, but within two years of appointment.

FLSA STATUS:  Non-exempt