911 Emergency Dispatcher

Salary: $24.78 Hourly

Location : Durango, CO

Job Type: Full-Time

Job Number: 2023-00122

Department: 911 Communications

Division: 911 Communications – 4212

Opening Date: 08/10/2023

Closing Date: Continuous

Schedule Details:: 40 hours per week, shift work.

Description
The 911 Center
Do you have experience in providing quality customer service? Do you thrive under pressure? If you desire a position that is both rewarding AND provides great benefits, this is the career for you. The Durango La-Plata Emergency Communications Center is looking for professionals who excel at multi-tasking to represent our agency and grow with us. Come, join our team, and experience the satisfaction of making a daily difference in the lives of our community members and those who choose to vacation here.

Responsibilities
Under the supervision of the 911 Shift Supervisor, using a computer-aided dispatch system, receive emergency calls from the public requesting police, fire, EMS, or other emergency services for client agencies. 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 policy and procedures. Receive and process 911 emergency calls from multiple member communities, maintain contact with all field units on assignment, and maintain the status and location of police and fire units. Monitor direct emergency alarms and answer non-emergency calls for assistance. Enter, update, and retrieve information from a variety of computer systems. Receive multiple requests for information simultaneously and process those requests accurately and in a timely fashion. Monitor several complex public safety radio frequencies concurrently. Operate a variety of communications equipment, including radio consoles, telephones, computer systems, and alarm monitoring equipment.
Essential Job Duties
The following duties are normal for this position. However, they are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may also be required or assigned.

• Receive emergency service calls from the public requesting law enforcement, fire, ambulance, or other emergency service; determine nature, location, and priority of emergency; dispatches responses as necessary.
• Simultaneously receives information and accurately enters information into Computer Aided Dispatch system.
• Independently processes calls for service to include problem solving any deviations from standard information and analyzing data given to create and ensure accurate response.
• Provide lifesaving and pre-arrival instructions to callers in emergency medical situations.
• Maintains contact with all units on assignment using a two-way radio; maintains status and location of public safety units; maintain accurate computerized record of all calls for service and units dispatched.
• Monitor, receive, disseminate, and transmit information for law, fire, and other client agencies, coordinating multi-disciplined responses.
• Monitor all communications related to performance of Law Enforcement, Fire, EMS, and Public Works functions, maintaining awareness of available units and keeping contact with responders to update and receive information relating to calls for service.
• Use computer related telecommunications systems, TDD and enhanced 9-1-1 systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement and fire agencies.
• Communicate effectively and coherently over radio and phone.
• Enter, transcribe, record, store, and maintain information in written and electronic form for all user agencies.
• Dispatch animal control services as appropriate.
• Accurately read and interpret digital and on-line maps as necessary; provide directions to emergency personnel using mapping tools.
• Receive and forward non-emergency calls to proper personnel or departments.
• Provide confirmation of records and responses to communication from State and Federal public safety partners. Retrieve and relay information to field units and maintain a high degree of confidentiality for all records relating to calls for service, criminal history, and personally identifiable information.
• Contact citizens, alarm companies, wreckers, other agencies, and various resources upon request, relaying information as required.
• Appear in court and testify as subpoenaed.
• Perform routine maintenance on communications equipment to maintain continuity of operations.
• Performs other duties as required.

City Organization Duties and Responsibilities:

• Represent the Department and City to other City staff and members of the public.
• Provide quality customer service to individuals needing directions or assistance.

Supervisory Relationships: Works under general supervision of the 911 Emergency Supervisor. Work requires independent judgement and problem solving. Works autonomously on most assignments and does not require direction from immediate supervisor. Work will be reviewed through quality assurance for accuracy, quality, and adherence to policy. Must choose from defined alternatives to resolve problem but may consult with supervisor on matters not covered in the original instructions or by guidelines. Requires the ability to exercise judgment, decisiveness and creativity in situations involving broader aspects of operations, and unstable situations. May assist in training new Communications Technicians on shift.

JOB QUALIFICATIONS – KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:

• Modern and complex principles and practices governing the operation of an emergency 911 communications system.
• The importance of ethical conduct as a 911 emergency dispatcher.
• Basic radio broadcasting and communications procedures, rules, and protocols.
• Principles and procedures of record management, retention, and maintenance.
• General law enforcement codes, practices, and methods.
• Modern office procedures, methods, and computer equipment.
• General law enforcement codes, practices and methods relating to center operations.
• Applicable geographical areas
• Methods of conflict resolution, defusing, and de-escalation techniques.

Skill in:

• Operation and normal maintenance of communication transmission equipment and computer database systems.
• Accurately tracking of activities and incidents via specialized software.
• Communicating clearly and concisely in verbal and written form.
• Analyzing situations quickly and objectively to determine proper response.
• Operating standard computer and radio equipment in the performance of assigned tasks.
• Accurately enter data at an acceptable speed.
• Effectively communicating with and elicit information from upset and irate citizens.
• Performing routine clerical duties.

Ability to:

• Work the allocated hours of the position including various shifts, holidays, nights, and weekends.
• Prioritize calls by most urgent or life-threatening need.
• Operate all applicable 9-1-1 systems and computer software programs.
• Recognize and manage effects of critical incident stress associated with job assignment.
• Respond appropriately to emergency situations, making quick, accurate decisions to determine which resources are needed.
• Work independently and react quickly and calmly under stressful situations.
• Record information and provide instructions with a high degree of accuracy to avoid legal or liability consequences.
• Communicate effectively, both orally and in writing.
• Distinguish risk factors during call taking and crisis situations.
• Work in stressful situations and handle multiple incidents while maintaining a calm and professional demeanor, exercising good judgement, and utilizing active listening techniques.
• Learn to understand the organization and operation of the city and client agencies as necessary to assume assigned responsibilities.
• Maintain strict confidentiality of information learned and utilized in the course of employment.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Maintain mental capacity which allows the capability of making sound decisions and demonstrating intellectual capabilities to handle.

Conditions of Employment: All positions require satisfactory completion of a background investigation to include local, state, and federal criminal history and credit checks, as well as driving, insurance, and social media information. This requirement is based on the need for access to law enforcement facilities, records, and communications systems. Personnel will be held to a strict standard of legal responsibility and accountability to maintain state and federal certifications needed to perform job responsibilities. A medical exam will be required after a conditional offer has been extended.

Work Environment: Work is performed in a typical indoor office setting; and is mostly sedentary with periods of mobility and light physical activity. Irregular work hours. Sustained posture and intense attentiveness for prolonged periods.

Physical and Mental Requirements/Activities:

• This work requires the occasional exertion of up to 10 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching, or crawling and reaching with hands and arms.
• Specific vision abilities required by this job include close, distance and peripheral vision; depth perception; and the ability to adjust focus. Will spend a large amount of time viewing a computer screen.
• Vocal communication and normal hearing are required for expressing or exchanging information by means of the spoken word over telephone and emergency radio equipment.
• Acceptable verbal and conversation skills to effectively communicate with others via telecommunication and radio equipment.
• Frequent use of phone handset and repetitive use of hand & fingers to operate office equipment, use computer keyboard & computer mouse and to perform other office tasks.
• Ability to recognize occupational hazards in work activities and take safety precautions.
• Critical incident stress may be associated with this position. Employees must take self-care measures to appropriately handle those situations.

Minimum Qualifications
Minimum Education and Certification: Equivalent to completion of High School or GED. Must maintain APCO EMD, CPR, and PSTC1, ICS, Open Fox OSN Certification and security clearance. Minimum Experience: Minimum of two years of experience in a customer service position. Any equivalent combination of education training and experience which provides the requisite knowledge, skills, and abilities for this job.
Supplemental Information
Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

We offer a complete benefits package to full-time employees including medical, dental & vision insurance, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, and paid time off.

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01

Do you have any relatives who currently work for the City of Durango?

• Yes
• No

02

If you answered yes, provide your relative’s name, the department they work in, and their relationship to you.

03

Do you have the equivalent to completion of High School or GED?

• Yes
• No

04

Do you have/can you achieve and maintain APCO EMD, CPR, and PSTC1, ICS, Open Fox OSN Certification and security clearance.?

• Yes
• No

05

Have you been previously employed by the City of Durango?

• Yes
• No

06

If you answered yes, provide previous City positions and approximate dates for those positions.

07

Have you ever been convicted of a crime, including misdemeanors, deferred sentences/judgments?

• Yes
• No

08

If you answered yes to having been convicted, you are REQUIRED to provide DATE(S) and DESCRIPTION(S) of offense(s) below.

09

Do you have a minimum of two years of experience in a customer service position?

• Yes
• No

Required Question