911 Specialist

Job Summary:

Dispatches emergency personnel in response to 911 calls, with the primary focus on timely assistance to the public and first responders. This is a trainee-level position.

Essential Functions: 

• Answers 911 Computer-Aided Dispatch system calls using defined national protocols, dispatching first responders through radio communication. 

• Answers calls coming from administrative phone lines. 

• Assists law enforcement officers by searching driver’s license/registration records and open warrant status through National Crime Information Center queries. 

• Performs other duties as required. 

Supervision:

The position reports to the Shift Supervisor and the Chief of Communications.
The position has no supervisory responsibilities.  

Required Knowledge, Skills, and Abilities: 

• Communications Skills:  Ability to build and maintain effective relationships with law enforcement and emergency personnel, staff, and related agency officials.  Establishes quick rapport and clarifies information provided by members of the public who are in emotional or crisis situations. Ability to write clearly and informatively; ability to effectively present information and respond to questions. 

• Customer Service:  Represents the department professionally and effectively in both internal and external interactions. Manages difficult, sensitive, or challenging situations successfully. Treats others with respect and consideration regardless of cultural background, status, or position.  Exhibits objectivity and openness to others’ views. 

• Innovation and Change Management Skills:  Displays original thinking and creativity.  Develops innovative approaches and ideas.  Presents ideas and information in a manner that is easily understood.  Understands and contributes to evolving processes in response to changing communities and advances in technology. 

• Technical Skills: Effectively standard radio and computer dispatch equipment. 

• Additional Requirements: must:  

• Be knowledgeable of the geographic area, streets, rural roads, and highway system of Kent County, 
  • Be able to pass a criminal background check and urinalysis test,  
  • Be able to obtain CJIS CN2 certification. 

Education and Experience:  

• High School diploma and three months' experience.  
• Or equivalent technical training, education, or experience.
  
• Valid Maryland Driver’s License and an acceptable motor vehicle record.
  
• National Academies of Emergency Dispatch certifications in Medical, Fire, and Police Dispatch required.
  
• NCIC Certification required.
  
• Knowledge of standard office software, plus specific experience and use of email, Internet resources, and law enforcement/medical services documentation software is required. 

Physical and Environmental Conditions

Work is typically conducted in a normal office setting which provides comfortable lighting, temperature, and air conditions. The position occasionally requires stooping, bending, or light lifting of materials up to 20 pounds. 

The position may involve extensive use of computer screens for extended periods of time. 

Employees in this position are required to work days, nights, weekends, and holidays. Work schedules may vary based on operational needs and staffing requirements. 

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting rooms, e.g., use of safe workplace practices with office equipment, and/or avoidance of trips and falls and observance of fire regulations. 

Benefits:

• Vacation, Sick, and Personal Leave
• Paid Holidays
• Parental Leave
• Health, Dental, and Vision Coverage
• Long-Term Disability & Short-Term Disability Coverage
• Defined Benefit Pension Plan
• Tuition Reimbursement

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.  This and all County positions are subject to transfer, based on need. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

Kent County Government provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.