The Dispatcher coordinates the dispatch of vehicles and monitors what is happening with officers on the shift, incident tracing, and logging of shift reports and other duties.
GENERAL DUTIES
Receives and responds to a variety of emergency and non-emergency services and complaints.
Determines and assigns the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes.
Ask questions to interpret, analyze and anticipate the caller's situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies.
Monitors and operates a radio console and computer equipment.
Relays work orders, messages, and information to or from officers, supervisors, using telephones or two-way radios.
Prepares daily work and run schedules.
Oversees all communications within specifically assigned territories.
Monitors personnel and/or equipment locations and utilization to coordinate service and schedules.
Records and maintains files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
Performs other related duties as assigned.
The duties listed are not set forth for purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside an employee's normal line of work.
Minimum Qualifications
High School Diploma or G.E.D. test certificate required. Associate degree preferred.
Minimum of one (1) year experience in a call center environment required.
United States citizenship.
18 years of age at the time of application submission.
Knowledge, Skills, Abilities, and Other Characteristics
Active listening skills.
Ability to assess and evaluate situations effectively.
Ability to identify critical issues quickly and accurately.
Ability to provide relevant feedback and information necessary for improving efficiency.
Demonstrates good attention to detail.
Ability to audit and edit daily/weekly reports and forms.
Must maintain strict professionalism and confidentiality in dealing with sensitive information.
Good verbal and written communication skills; ability to convey information and explain or discuss office policy and procedures with others in person or by telephone.
Must be able to multi-task.
Must follow all AGB policies and procedures.
Ability to develop and maintain cooperative and professional relationships with fellow employees, representatives from other departments, and supervisors.
Ability to use logic and reasoning to reach conclusions and approaches to problems.
Ability to effectively understand and communicate in English (verbally and in writing).
Highly accountable, reliable, and prompt, with a strong work ethic.
Must display exceptional customer service and communication skills.
Remain flexible to ever changing environments; adapt well to different situations.
Ability to maintain satisfactory attendance and punctuality standard.
Neat and professional appearance.
Must be able to handle pressure of working with a high volume of the general public (constantly to occasionally depending on assignment).
Demonstrates proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.
Physical Requirements
[This job requires the ability to perform the essential functions contained in this description. These include, but are not limited to, the following requirements.]
Ability to sit at a desk for a large portion of the day.
Extensive reaching, bending, and moving of objects and materials up to 20 pounds.
May require periods of walking throughout the facility.
May require periods of standing.
Ability to effectively communicate (hear and respond) 10 codes through the intercom/radio transmission monitoring system.
Ability to effectively operate and utilize a computer.
Must be able to work longer hours based on departmental needs.
Ability to work near moving mechanical parts or in outside weather conditions. Will be exposed to wet and/or humid conditions, fumes, toxic or caustic chemicals.
Ability to operate in a moderately noisy work environment.
Hiring Requirements
Valid PERC card obtained within 90 days of date of hire.
Pass a pre-employment drug screen and background check.
Must be able to work standard hours with occasional weekends and/or evenings.