Salary: $56,189.00 – $80,913.00 Annually
Location : Portsmouth, VA
Job Type: Full-Time Regular
Job Number: FY2024-00480
Department: Fire, Rescue & Emergency Services
Division: 911 Communications
Opening Date: 09/20/2023
Closing Date: 10/9/2023 11:59 PM Eastern
General Statement of the Job & Essential Functions
GENERAL STATEMENT OF JOB
Under general supervision, this position responds to calls to the Emergency 911 Center and assists with the supervision and training of staff. Reports to 911 Dispatcher Supervisor.
ESSENTIAL JOB FUNCTIONS
Operates a multi-line and technologically complex telephone console, and the telecommunication device for the deaf and hearing impaired (TDD) to receive and respond to a variety of emergency and non-emergency services and complaints; operates emergency alerting systems from/for other agencies; calms, reassures, and verbally extracts information from callers to interpret, analyze and anticipate the effect of situations to resolve problems, provide information and assistance, or refer callers.
Translates information to appropriate codes; determines and assigns level of priority and enters data into Computer Aided Dispatch (CAD) system for radio dispatch.
Searches, modifies, and enters information in computerized databases such as the Virginia Criminal Information Network and the National Crime Information Center to obtain driver’s history, vehicle registration data, criminal record information, stolen property information, etc. as necessary; and queries computer regarding stolen property and wanted persons.
Supervises staff in the absence of supervisor; oversees the training of new 911 Dispatchers and provides assistance with complex calls and dispatching operations; serves as the technical expert of complaint-taking and dispatching operations; compiles data and submits reports as required; retrieves and analyzes data, prepares recurring and special reports, as needed.
Monitors and responds to a variety of technical systems and alarms to include fire, duress, power redundancy alarms, GPS equipped bait car, high crime area cameras, financial institution electronic pursuit tracking system, and fire station alerting and printing system, radio interoperability channels, and local, regional and national alerting and disaster notification systems.
Performs other related work as required. Individual assignments will be determined by supervisor based on current workload and department needs.
Knowledge, Skills & Abilities
PERFORMANCE INDICATORS
Knowledge of Job: Has thorough knowledge of the geographical layout of the city as to location of street, important buildings and landmarks. Has thorough knowledge of the operation of two-way radio equipment and related Federal Communication Commission regulations. Has considerable knowledge of the locations and capabilities of available fire, rescue and emergency medical units. Has general knowledge of Virginia Criminal and Civil Codes.
Has considerable knowledge of the principles of supervision, organization and administration. Is skilled in the operation of two-way radios and the Virginia Criminal Information Network and National Crime Information Center computer systems. Is able to instruct and assist subordinate communications operators. Is able to select appropriate emergency and non-emergency units to respond to situations in given areas of the city. Is able to interpret the nature of a call for assistance, apply the appropriate dispatching code, and dispatch the appropriate units. Is able to maintain effective files, records and reports. Is able to exercise sound judgment in emergency and non-emergency situations. Is able to speak clearly, distinctly and politely. Is able to exercise tact and courtesy in frequent contact with the general public. Is able to establish and maintain effective working relationships as necessitated by work assignments.
Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts with all co-workers and the general public.
Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under “Essential Job Functions.”
Dependability: Assumes responsibility for doing assigned work and for meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.
Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.
Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities. Strives to anticipate work to be done and initiates proper and acceptable direction for the completion of work with a minimum of supervision and instruction.
Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.
Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified i.e., poor communications, variance with city policy or procedures, etc.
Relationships with Others: Shares knowledge with supervisor for mutual and city benefit. Contributes to maintaining high morale among all city employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, to facilitate both city and departmental objectives. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the city. Interacts effectively with fellow employees.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Thus, employee avoids duplication of effort, and estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings and deadlines.
Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.
Planning: Plans, directs and uses information effectively in order to enhance activities and production of the department. Knows and understands the expectations of the city regarding the activities of the division and works to see that these expectations are met. Designs and formulates ways, means and timing to achieve the goals and objectives of the department and the division. Within the constraints of city policy, formulates the appropriate strategy and tactics for achieving division and departmental objectives. Organizes, arranges and allocates manpower, financial and other designated resources in an efficient and effective way so as to achieve the goals and objectives of the division and department.
Organizing: Organizes work and that of subordinate staff well. Ensures that staff members know what results are expected of them and that they are regularly and appropriately informed of all department matters affecting them and/or of concern to them.
Staffing: Works with other city officials and management to select and recommend employment of personnel for the department who are qualified both technically and philosophically to meet the needs of the division and the department. Personally directs the development and training of division personnel in order to ensure that they are properly inducted, oriented and trained.
Leading: Provides a work environment which encourages clear and open communications. Has a clear and comprehensive understanding of the principles of effective leadership and how such principles are to be applied. Provides adequate feedback to staff so that they know whether their performance levels are satisfactory. Commends and rewards employees for outstanding performance yet does not hesitate to take disciplinary action when necessary. Exercises enthusiasm in influencing and guiding others toward the achievement of departmental goals and objectives.
Controlling: Provides a work environment which is orderly and controlled. Coordinates, audits and controls manpower and financial resources efficiently and effectively. Coordinates, audits and controls the utilization of materials and equipment efficiently and effectively. Has a clear and comprehensive understanding of city standards, methods and procedures.
Delegating: Assigns additional duties to staff as necessary and/or appropriate in order to meet division and department goals, enhance staff abilities, build confidence on the job and assist staff members in personal growth. Has confidence in staff to meet new or additional expectations.
Decision Making: Uses discretion and judgment in developing and implementing courses of action affecting the division. When a particular policy, procedure or strategy does not appear to be achieving the desired result, moves decisively and definitively to develop and implement alternatives.
Creativity: Regularly seeks new and improved methodologies, policies and procedures for enhancing the effectiveness of the division and department. Employs imagination and creativity in the application of duties and responsibilities and is not adverse to change.
Human Relations: Strives to develop and maintain good rapport with all staff members. Listens to and considers suggestions and complaints and responds appropriately. Maintains the respect and loyalty of staff.
Policy Implementation: Has a clear and comprehensive understanding of city policies regarding the division, department, and city function. Adheres to those policies in the discharge of duties and responsibilities and ensures the same from subordinate staff.
Policy Formulation: Keeps abreast of changes in operating philosophies and policies of the city and continually reviews division policies in order to ensure that any changes in city philosophy or practice are appropriately incorporated. Also understands the relationship between operating policies and practices and department morale and performance. Works to see that established policies enhance same.
Education, Experience & Special Requirements
EDUCATION & EXPERIENCE
Requires graduation from high school or the equivalent, and 3-5 years of experience in emergency services operations and dispatching; or any equivalent combination of education and experience.
SPECIAL REQUIREMENTS
Must obtain and maintain Cardio Pulmonary Resuscitation certification (CPR), Emergency Medical Dispatch certification, and a Level -A- Virginia Criminal Information Network (VCIN) and National Criminal Information Center (NCIC) Operator certification as a condition of employment or have the ability to obtain certifications within 6 months of employment.
Must have the ability to obtain bi-annual Virginia Criminal Information Network (VCIN) and National Criminal Information Center (NCIC) Operator State Recertification as a condition of employment.
Requires a comprehensive background investigation to include a local, state and federal criminal history check, and sex offender registry check.
Requires satisfactory results from a medical, pre-employment substance abuse testing, and is subject to random alcohol and controlled substance testing.
Must have the ability to work various rotating twelve (12) hour shifts to include weekends, holidays and special events.
Physical Demands
MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS
Physical Requirements: Must be physically able to operate a variety of machinery including various two-way radios and communications equipment; generators; and office machines such as computers, typewriters, calculators, copiers, etc. Must be able to exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Physical requirements of the job are those rated for sedentary Work.
Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
Interpersonal Communications: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes giving instructions, assignments and/or directions to subordinates or assistants. Requires the ability to calm and elicit information from distressed or excited persons.
Language Ability: Requires the ability to read a variety of reports, records, correspondence, schedules, etc. Requires the ability to prepare narrative and statistical reports, correspondence, forms, logs, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to people with poise, voice control and confidence.
Intelligence: Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions; to interpret an extensive variety of technical instructions in mathematical and diagrammatic forms; and to deal with several abstract and concrete variables. Requires the ability to assess critical situations and to resolve such situations through established methods.
Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of technical or professional languages, including legal and medical terminology, and emergency response codes.
Numerical Aptitude: Requires the ability to utilize mathematical formulas. Must be able to add, subtract, multiply and divide. Must be able to utilize decimals and percentages.
Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape.
Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using office and communications equipment.
Manual Dexterity: Requires the ability to handle a variety of items, office equipment, communications equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination.
Color Discrimination:Requires the ability to differentiate between colors and shades of color.
Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under a significant amount of stress when confronted with emergency situations.
Physical Communication: Requires the ability to talk and/or hear: (talking – expressing or exchanging ideas by means of spoken words; hearing – perceiving nature of sounds by ear). Must be able to communicate via two- way radio.
AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTSThe City of Portsmouth is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.This is a class description and not an individual position description. A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification, but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.
FLSA Status: Non-Exempt
EEO Cat: 3
Pay Grade: 24
The city of Portsmouth offers a complete and comprehensive benefit package to full-time employees including: medical, dental, vision, legal, Flexible Spending Accounts, basic and optional life insurance, short-term disability insurance, Virginia Retirement System (includes a mandatory 5% employee contribution), holidays, vacation, sick leave, deferred compensation plan, and Chartway Credit Union. To learn more details, visit
01
Do you have a high school diploma or a GED?
- Yes
- No
02
Do have the ability to work various rotating shifts to include weekends, holidays and special events?
- Yes
- No
03
I understand that I must meet the minimum training standards set by the Department of Criminal Justices Services (DCJS) for initial certification, as well as any re-certification required by DCJS, and any specialized training provided by the department as approved by DCJS.
- Yes
- No
04
Do you hold a NCIC/VCIN level certification?
- Yes
- No
Required Question