What are the responsibilities and job description for the Dispatcher I/II position at City of Merced?
Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
SUMMARY DESCRIPTION
Under supervision (Dispatcher I) or general supervision (Dispatcher II), learn and understand City Police Department dispatching policies, methods, and procedures; receive emergency and non-emergency calls for service via 911, radio, telephone, and other communications media; dispatch law enforcement, fire, and other public safety personnel and equipment; provide telecommunications support and incident coordination for field units; learn and serve as complaint taker for the City of Merced 911 Public Safety Answering Point; assist with other non-emergency responsibilities when assigned; perform general office support assignments; help and serve people in need; and perform related work as required.
DISTINGUISHING CHARACTERISITCS
Dispatcher I
This is the entry and first working level class in the Dispatcher class series. Incumbents have responsibility for dispatching and maintaining field communications with public safety personnel. This level performs many assignments in a training and learning capacity. When incumbents become familiar with the Police Department and the dispatching systems and policies and demonstrates good sustained work performance, they may be promoted to Dispatcher II. Work shifts may rotate, including working nights, weekends, and holidays, and mandatory overtime may be required.
Dispatcher II
This is the journey level class in the Dispatcher class series. Incumbents are expected to perform the full scope of dispatching duties, including maintaining field communications with public safety personnel with minimal guidance and supervision. This class is distinguished from Dispatcher I in that the Dispatcher I performs many assignments in a training capacity. Work shifts may rotate, including working nights, weekends, and holidays, and mandatory overtime may be required.
REPORTS TO
Dispatcher Shift Supervisor, Communications Systems Supervisor, Police Sergeant, or other designated law enforcement personnel.
CLASSIFICATIONS SUPERVISED
This is not a supervisory classification.REPRESENTATIVE DUTIES
The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.
The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.
Knowledge Of:
Operating policies, procedures, and functions of the police and fire departments relevant to the position.
Laws, codes, and regulations pertinent to public safety services.
Procedures, principles and techniques of dispatching, public safety communications, complaint taking, telecommunications support, and customer courtesy.
Communications center equipment operation, to include computers, telephones, radios, FAX machines, computer software, and paging equipment.
Principles and techniques of communication center operations, emergency communications, requirements of public safety dispatch, customer service, and customer courtesy.
Proper operation and care of communications center equipment including telephones, computers, radios, office equipment and vehicles used in the communications center and in the field.
Principles, practices, and techniques of computer aided dispatch systems.
General geography of the City of Merced.
Public relations methods and techniques.
Proper English usage, grammar, spelling, and punctuation.
Techniques of effective communication.
Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.
Ability To:
Learn and operate policies, procedures, and functions of the police and fire departments relevant to the position.
Learn and operate communications center equipment, to include computers, telephones, radio, FAX machines, computer software, and paging equipment.
Analyze situations quickly and use sound judgment, initiative, creativity, and planning in dispatching personnel and equipment.
Think clearly and act calmly in emergency situations.
Read, analyze, and interpret written materials, maps, laws, codes, rules, and regulations.
Evaluate situations and respond appropriately.
Take and transmit clear and complete directions and information.
Use patience, courtesy, and tact and recognize and discern various emotional states during all communications.
Relate effectively to people of a variety of cultures, languages, disabling conditions and socioeconomic situations.
Become familiar with the geography of the city.
Deal tactfully and courteously with the public and other staff.
Control telephone conversations to elicit information.
Accomplish multiple tasks simultaneously and organize workload with frequent interruptions and distractions in a high stress environment.
Type and enter data at a speed necessary for successful job performance.
Receive, retain and use large quantities of information.
Anticipate an officer's needs.
Type from auditory sources.
Maintain confidential information in accordance with legal standards.
Maintain up to date logs, records, and files.
Operate a computer-aided dispatch system with sufficient speed and accuracy.
Operate office equipment including computers and supporting word processing, spreadsheet, and
database applications.
Work in a team-based environment and achieve common goals.
Distinguish and comprehend simultaneous communications from several sources.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Education And Experience Guidelines - Any Combination Of Education And Experience That Would Likely Provide The Required Knowledge And Abilities Is Qualifying. A Typical Way To Obtain The Knowledge And Abilities Would Be:
Dispatcher I
Education/Training:
Equivalent to the completion of the twelfth grade.
Experience:
One year of work experience performing a variety of office support assignments in a position requiring considerable public contact.
License Or Certificate:
Possession of an appropriate California Driver License.
Typing certificate at time of application.
Possession of a P.O.S.T. Dispatcher Certificate must be achieved within 18 months of appointment.
Special Requirements:
Type at a rate of net 40 words per minute.
Completion of P.O.S.T. Basic Dispatcher Course.
Dispatcher II
Experience:
One year of work experience performing public safety dispatching work comparable to that of a Dispatcher I with the City of Merced.
License Or Certificate:
Possession of an appropriate California Driver License.
Typing certificate at time of application.
Ability to earn a P.O.S.T. Dispatcher Certificate within 12 months of hire date.
Special Requirements:
Type at a rate of net 40 words per minute.
Completion of P.O.S.T. Basic Dispatcher Course within 12 months of hire date.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.
Environment: Work is normally performed in an indoor communications center and occasionally in a vehicle or outdoor environment when assigned to field duty with travel form site to site; continuous contact with staff and the public; incumbents are required to work evening, night, weekend, and holiday shifts; and incumbents may be called back or held over to maintain staffing levels.
Physical: Sit for extended periods, up to twelve hours; normal manual dexterity and eye-hand coordination; frequent grasping, hand and arm movement, and fine coordination in retrieving and entering information; lift and move objects weighing up to 25 pounds; corrected hearing and vision to normal range; verbal and written communication; and use of office equipment, including computers, telephones, calculators, copiers, FAX, and radio communication and dispatching equipment.
SUMMARY DESCRIPTION
Under supervision (Dispatcher I) or general supervision (Dispatcher II), learn and understand City Police Department dispatching policies, methods, and procedures; receive emergency and non-emergency calls for service via 911, radio, telephone, and other communications media; dispatch law enforcement, fire, and other public safety personnel and equipment; provide telecommunications support and incident coordination for field units; learn and serve as complaint taker for the City of Merced 911 Public Safety Answering Point; assist with other non-emergency responsibilities when assigned; perform general office support assignments; help and serve people in need; and perform related work as required.
DISTINGUISHING CHARACTERISITCS
Dispatcher I
This is the entry and first working level class in the Dispatcher class series. Incumbents have responsibility for dispatching and maintaining field communications with public safety personnel. This level performs many assignments in a training and learning capacity. When incumbents become familiar with the Police Department and the dispatching systems and policies and demonstrates good sustained work performance, they may be promoted to Dispatcher II. Work shifts may rotate, including working nights, weekends, and holidays, and mandatory overtime may be required.
Dispatcher II
This is the journey level class in the Dispatcher class series. Incumbents are expected to perform the full scope of dispatching duties, including maintaining field communications with public safety personnel with minimal guidance and supervision. This class is distinguished from Dispatcher I in that the Dispatcher I performs many assignments in a training capacity. Work shifts may rotate, including working nights, weekends, and holidays, and mandatory overtime may be required.
REPORTS TO
Dispatcher Shift Supervisor, Communications Systems Supervisor, Police Sergeant, or other designated law enforcement personnel.
CLASSIFICATIONS SUPERVISED
This is not a supervisory classification.REPRESENTATIVE DUTIES
The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.
- Take emergency and non-emergency calls for police, fire, medical, and other related services over telephone, 911, radio, and other communications media; respond rapidly to inquiries and requests to ensure proper dissemination of information and dispatch police, fire units and other public service entities to public safety incidents.
- Interview callers to evaluate location, and the nature and urgency of their situation; request all pertinent information; classify incidents; and establish dispatch priorities.
- Investigate law enforcement history pertaining to people and addresses to prepare officers for the situation they will be encountering.
- Query information and provide telecommunications support, using the California Law Enforcement Telecommunications System (CLETS) and other local, regional, national, and international databases to determine alerts and wants for people and property and provide information to support officers and fire fighters in the field using a variety of computerized and manual information systems.
- Coordinate and maintain contact with other agencies to assist field personnel in managing and resolving requests and public safety issues, as required and coordinate or transfer requests for emergency and non-emergency medical services with other emergency service providers; transfer calls to other units or agencies as warranted.
- Monitor and broadcast public safety radio transmissions to facilitate communication flow.
- Enter, update, modify, and clear incident data and other related information into the computer-aided dispatching (CAD) system, records management systems (RMS), CLETS, and other computer systems and data bases as required.
- Maintain incident records, cards and logs including handwriting, documenting, and time stamping conversations on the radio and during calls, when necessary and duplicate recordings of radio and telephone communications for court or other purposes.
- Call out special teams and make command and other notifications as required.
- Perform limited communications equipment and work area maintenance; troubleshoot and report malfunctioning equipment to ensure equipment is in working order and clean communication center and maintain a clean work environment.
- Operate communications center equipment including telephones, radios, computers, FAX machines, and printers.
- Monitor locations on multiple computer screens and verify safe status of public safety units.
- Relay information to other appropriate agencies regarding hazards.
- Maintain confidential information in accordance with legal standards and city regulations.
- Navigate the California Courts Protective Order Registry (CCPOR) website; scan, enter and modify restraining orders.
- Confirm out of agency warrants and abstract warrants issued by the Merced Police Department.
- Answer questions and provide information to the public.
- Perform related duties as required.
The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.
Knowledge Of:
Operating policies, procedures, and functions of the police and fire departments relevant to the position.
Laws, codes, and regulations pertinent to public safety services.
Procedures, principles and techniques of dispatching, public safety communications, complaint taking, telecommunications support, and customer courtesy.
Communications center equipment operation, to include computers, telephones, radios, FAX machines, computer software, and paging equipment.
Principles and techniques of communication center operations, emergency communications, requirements of public safety dispatch, customer service, and customer courtesy.
Proper operation and care of communications center equipment including telephones, computers, radios, office equipment and vehicles used in the communications center and in the field.
Principles, practices, and techniques of computer aided dispatch systems.
General geography of the City of Merced.
Public relations methods and techniques.
Proper English usage, grammar, spelling, and punctuation.
Techniques of effective communication.
Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.
Ability To:
Learn and operate policies, procedures, and functions of the police and fire departments relevant to the position.
Learn and operate communications center equipment, to include computers, telephones, radio, FAX machines, computer software, and paging equipment.
Analyze situations quickly and use sound judgment, initiative, creativity, and planning in dispatching personnel and equipment.
Think clearly and act calmly in emergency situations.
Read, analyze, and interpret written materials, maps, laws, codes, rules, and regulations.
Evaluate situations and respond appropriately.
Take and transmit clear and complete directions and information.
Use patience, courtesy, and tact and recognize and discern various emotional states during all communications.
Relate effectively to people of a variety of cultures, languages, disabling conditions and socioeconomic situations.
Become familiar with the geography of the city.
Deal tactfully and courteously with the public and other staff.
Control telephone conversations to elicit information.
Accomplish multiple tasks simultaneously and organize workload with frequent interruptions and distractions in a high stress environment.
Type and enter data at a speed necessary for successful job performance.
Receive, retain and use large quantities of information.
Anticipate an officer's needs.
Type from auditory sources.
Maintain confidential information in accordance with legal standards.
Maintain up to date logs, records, and files.
Operate a computer-aided dispatch system with sufficient speed and accuracy.
Operate office equipment including computers and supporting word processing, spreadsheet, and
database applications.
Work in a team-based environment and achieve common goals.
Distinguish and comprehend simultaneous communications from several sources.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Education And Experience Guidelines - Any Combination Of Education And Experience That Would Likely Provide The Required Knowledge And Abilities Is Qualifying. A Typical Way To Obtain The Knowledge And Abilities Would Be:
Dispatcher I
Education/Training:
Equivalent to the completion of the twelfth grade.
Experience:
One year of work experience performing a variety of office support assignments in a position requiring considerable public contact.
License Or Certificate:
Possession of an appropriate California Driver License.
Typing certificate at time of application.
Possession of a P.O.S.T. Dispatcher Certificate must be achieved within 18 months of appointment.
Special Requirements:
Type at a rate of net 40 words per minute.
Completion of P.O.S.T. Basic Dispatcher Course.
Dispatcher II
Experience:
One year of work experience performing public safety dispatching work comparable to that of a Dispatcher I with the City of Merced.
License Or Certificate:
Possession of an appropriate California Driver License.
Typing certificate at time of application.
Ability to earn a P.O.S.T. Dispatcher Certificate within 12 months of hire date.
Special Requirements:
Type at a rate of net 40 words per minute.
Completion of P.O.S.T. Basic Dispatcher Course within 12 months of hire date.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.
Environment: Work is normally performed in an indoor communications center and occasionally in a vehicle or outdoor environment when assigned to field duty with travel form site to site; continuous contact with staff and the public; incumbents are required to work evening, night, weekend, and holiday shifts; and incumbents may be called back or held over to maintain staffing levels.
Physical: Sit for extended periods, up to twelve hours; normal manual dexterity and eye-hand coordination; frequent grasping, hand and arm movement, and fine coordination in retrieving and entering information; lift and move objects weighing up to 25 pounds; corrected hearing and vision to normal range; verbal and written communication; and use of office equipment, including computers, telephones, calculators, copiers, FAX, and radio communication and dispatching equipment.