Dispatcher I Night Shift

Job Description

Job DescriptionDescription:

PAY: $16.03 (NIGHTS)

Department: 911 Communications

Employees of the County of Laurens and applicants for employment shall be afforded equal opportunity in all aspects of employment without regard to race, color, religion, political affiliation, national origin, disability, marital status, gender, sexual orientation, or age.

Reasonable accommodation(s) may be available to employees or applicants of this position under the ADA/ADAA if given prior notice by the employee or applicant.

The information contained within this document indicates the general nature and level of work to be performed by an employee within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, or work required of employees assigned to this position.

GENERAL STATEMENT OF JOB

Performs various public safety communications functions, including answering 9-1-1 calls, non-emergency calls, data entry into computer-aided dispatch system, relays information to emergency responders via radio systems, phone, or other notification methods, and tracks all responders for accurate documentation of times and duties performed.

ESSENTIAL JOB FUNCTIONS

• Answer incoming 9-1-1 and administrative (emergency and non-emergency) phone lines in a prompt and courteous manner.
• Process each call in a timely manner, acquiring all pertinent information while assessing the situation.
• Provide critical life-preserving instructions to the caller, when appropriate, based on agency policies and procedures.
• Document all pertinent information in computer-aided dispatch system to be relayed to emergency responders.
• Based on the information received, determine the nature of the call, prioritize its urgency, and assign appropriate code/codes for classification of the incident to be relayed to emergency responders.
• Based upon the circumstances of the call for service, call-takers will be required to remain on the line with the caller until responders arrive on-scene. This is to ensure accurate updates of on-going incidents until responders can arrive and assess the situation. During these times, the call-taker will provide instructions and de-escalation requests, as appropriate per agency policies and procedures.
• Receive processed 9-1-1 calls in the form of computer-aided dispatch calls for service and, following agency policies and procedures, dispatch the appropriate emergency responders for law enforcement calls.
• Provide law enforcement responders with all pertinent information at the initial dispatch and update responders regularly as new information becomes available.
• Monitor the status of all on-duty units for the department/departments currently under your responsibility. This includes accurate and timely documentation in the computer-aided dispatch software for the assignment, arrival, departure, and all other information related to the on-going calls for service.
• Receive information from responding units via radio or phone regarding active calls for service. Assist responders with information requests and maintain open lines of communication for the duration of the incident. When responding units are in distress, it is a critical requirement that the dispatcher remain calm to effectively relay information and be the lifeline of the unit in distress to other responding agencies and units.
• Operate and maintain critical emergency communication systems, including but not limited to, computer-aided dispatch equipment, telephone systems, telecommunications device for the deaf (TDD/TTY), radio computers and systems, paging/notification systems, copier/fax machines, computers and related accessories.
• Monitor various camera systems and other similar systems. Relay information from the camera systems to law enforcement units as necessary.
• Maintain and ensure a high level of confidentiality for all sensitive information received in the duties performed.
• Have a thorough working knowledge of the layout of the county-wide road system, neighborhoods, major landmarks, and other geographical information about the county. Ability to read a map and provide directions to responding units or callers using road names and/or landmarks.
• Attending classes, meetings, and seminars as appropriate.
• Upon completing mandated certification courses for employment, National Crime Information Center Full Function Operator, Emergency Medical Dispatch, Public Safety Telecommunicator, etc., pass the certification exam required for each course. Course work and exams may be available via online courses or in-person classroom settings, depending on availability of classes and at the discretion of the Director / Deputy Director.
• Complete all classes for Class 4 Certification with South Carolina Criminal Justice Academy and maintain certification with required recertification courses and hours.
• Must be able to intelligently document, in writing, either in computer-aided dispatch software or formal written documentation of incident, that may be used as a legal document in a criminal or civil trial. All documents produced or stored by the 911 Department are subject to Freedom of Information Act requests and are legal documents. Employees should use proper grammar and spelling in all documents or use approved and appropriate abbreviations when necessary. Dispatchers are subject to subpoena to testify in court.
• Contact outside agencies or departments (i.e., utility companies, helicopter services, other law enforcement entities such as South Carolina Highway Patrol or surrounding county agencies) to coordinate additional resources as necessary for each incident.

Additional Job Functions

• Perform clerical and general office functions, including minor repair, maintenance, and cleaning.
• Performs other related job duties or responsibilities as requested or required, whether or not specifically mentioned in this job description.

Requirements:

MINIMUM TRAINING AND EXPERIENCE

• Must possess a High School Diploma or equivalent.
• Prior call center, public safety, or customer service experience is desired.
• Must possess a valid driver's license.
• Pass a drug screening.
• Employees are required to submit to an extensive criminal history and background check. Must not have any convictions of moral turpitude, such as narcotics charges, larceny, sexual offenses, assaults, etc., at time of hiring and maintain such through the duration of employment. A list of disqualifying charges can be provided if requested.
• Required to type thirty (30) words per minute and provide proof of such.
• Have a working knowledge of computers.
• Ability to pass required certification exams upon completion of course and maintain certification through annual/biannual recertifications.
• Work in high-stress situations and maintain composure under adverse circumstances.
• Maintain confidentiality and ensure the citizens right to privacy.
• Be able to multitask and prioritize effectively.
• Ability to hear and understand multiple audio transmissions simultaneously.
• Work holidays, weekends, and overtime as required.

Work Environment:

The position involves working regular and irregular shift work and shift rotations necessary to provide 9-1-1 and public safety communications 24 hours/day, 7 days/week, 52 weeks/year, including weekends and holidays. Shifts are typically twelve (12) hours in duration but could be extended in the event of an emergency, disaster, staffing needs, workload or work in progress. Weekends and holidays are not guaranteed time off and shifts may periodically rotate. The location is well-lit with artificial lighting. The noise level is over-minimum noise levels. This is a high-volume, fast-paced environment dealing with life-threatening situations via telephone or radio. Due to the nature of the emergency situations received and processed during a shift, may cause high levels of stress. Dispatchers are expected to remain on the phone for the duration of high priority calls, including some that may be traumatizing to hear. Due to the nature of the emergent calls processed, employees may experience similar responses to trauma that law enforcement or emergency responders on scene may be prone to. Must be able to remain in the communications center for extended periods of time.

Tools and Equipment Used:

Equipment used includes, but is not limited to multi-line telephone systems, TTD/TTY system, multi-frequency radio systems, multiple computers and monitors, computer-aided dispatch system, Emergency Medical Dispatch software, National Crime Information Center approved software, monitoring software for Laurens County District 55 & 56 School Districts, facsimile machine, copy machine, shredder, logging recorder, reverse communications software, emergency alerting siren, and Microsoft Office products.

Physical Demands:

This position is in an office environment. Little physical strength and/or endurance is required. Positions requires repetitive motion, with substantial wrist, hands, and/or finger movements. Occasionally, the job may require physical exertion such as lifting, stooping, reaching, walking, etc. Vision, hearing, and speaking are required to use written materials, computer equipment, telephone systems, in-person communication, etc.