Communication Specialist/911 Dispatcher

Communication Specialist - Scituate Public Safety Communications Center

Shift to be determined. Schedule will be 4 workdays on, followed by 2 days off.

Statement of Duties

Receives processes and transmits requests for combined fire, police, emergency medical, animal control, marine and other department calls in high stress situations along with business calls received via telephone, radio, and in person. Answers emergency 911 calls and on-emergency and multi-digit phone line calls and monitors multi-channel base radios. Dispatches public safety and other town departments and appropriate personnel to calls for service while operating various telecommunications equipment and computer aided dispatch software. Performs all other related services as required.

Supervision

Appointed by the Town Administrator, employee works under the general supervision and administrative direction of the Communications Manager and policy directives of the Public Safety Communications Oversight Committee. The employee is familiar with the work routine 17 and uses initiative in carrying out recurring assignments independently with specific instruction. The employee is expected to recognize instances which are out of the ordinary and which do not fall within existing instructions. The employee works as instructed and consults with supervisor as needed on all matters not covered in the department’s guidelines or instructions. Considerable judgment and tact is required in answering inquiries and determining the correct course of action often under stressful, emergency conditions.

Employee does not have any supervisory responsibilities.

Job Environment

Work involves standardized tasks, operations and procedures, involving analysis and evaluation of each call for service to apply the appropriate response in accordance with the department’s policy and procedures manual.

Employee is expected to use initiative in coping with unusual situations and circumstances and to resolve them. Employee, when exposed to stressful situations must exercise calm and professional behavior. Emergency or unusual situations are discussed with superior(s). Must take initiative in determining proper response to inquiries.

In response to emergencies, employee may be required to work various shifts including weekends and holidays and may be called to duty at any time.

Errors could result in delays or loss of service, personal injury/loss of life, injuries to other employees, adverse public relations, damages to building and/or equipment and legal/liability issues for the town.

Constant contact with the public. Other contacts are with the businesses and other agencies. Contact is usually through the telephone, in person, email, in writing, facsimile and by radio.

Employee may be required to work beyond the normal business hours at night and/or on weekends/holidays.

Essential Functions

The essential functions or duties listed below 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.

Receives, interprets prioritizes and processes all calls for service over dispatch systems. Answers 911 calls, obtain information required for immediate and appropriate emergency response by police, fire EMS ALS, animal control, marine and other departments. 18 Operates and maintains on-line communications equipment, including multi-channel base radio, multi-line telephone console, multi-channel voice recording system.

Dispatches personnel, vehicles and equipment in accordance with protocols and department instructions.

Monitors the status of all police, fire, EMS, ALS, marine and animal control units.

Performs data entry and information retrieval for on duty units, street files, call back rosters, calls for service and others as developed.

Receives a variety of requests from the public for non-emergency departmental services, permits and resources forwarding to appropriate personnel.

Compiles a daily shift log of all calls received and dispatched in a detailed and accurate manner.

Notifies shift supervisor of all matters of importance or unusual occurrence requiring his/her attention.

Maintains all necessary emergency contact lists as required. Monitors radio, closed circuit television and burglar alarm panel. Monitors the interior and exterior of town facilities on security cameras for any security issues or threats. Operates dispatch center recording equipment as needed.

Maintains extensive knowledge of department procedures and response policies.

Performs clerical tasks and related work as required. Prepare and types correspondence for agencies being served by the Department.

Maintains LEAPS data files, accurate and detailed records, logs and other pertinent information; prepares and types correspondence and memos; files reports and statistics as required.

Maintains accurate records for personnel accountability and to assist with completion of Massachusetts Fire Incident Reporting System (MFIRS), officer reports, accident and arrest reports and ambulance care reports (PCRs).

Assist “walk-in” persons and refers them as required. Receives public inquiries and refers them to appropriate town agency.

Maintains knowledge of FCC rules and regulations applicable to radio broadcasts.

Assists callers utilizing Emergency Medical Dispatch (EMD) training.

Executes telephone and paging hiring of overtime in accordance with departmental polices and procedures. 19 Schedules various permit and inspectional activities.

Constantly monitors location and status of all on-duty and on-call public safety units.

Ensure all communications equipment is in working order and report equipment failures immediately to supervisor.

Recommended Minimum Qualifications:

Education and Experience

An Employee for a position in this class should be a high school graduate or equivalent; one (1) to three (3) years prior experience in dispatching service; or any equivalent combination of education or experience. Technical knowledge of communications and dispatch equipment desirable. Some college highly desirable.

Special Requirements

May be required to attend and become certified under the State 911 department training program including the successful completion of the 911 equipment and basic Telecomunicator certification as well as the 40-hour department approved basic telecommunicator certificate.

Must complete any training and be certified as required by the Commonwealth for public safety dispatchers, including Emergency Medical Dispatch (EMS), LEAPS< APCO, CPR, first-aid Emergency Fire Dispatch (EFD) and Emergency Police Dispatch (EPD).

Must maintain all state certification including a minimum of 16 hours of continuing education annually.

Knowledge, Ability and Skill

Knowledge:

Operation of communications equipment and computer systems for department; good working knowledge of Police, Fire/EMS Department standard operating procedures. Working knowledge of business English, grammar and spelling. Must possess intricate and detailed technical knowledge of the geography of the town including the location of streets, buildings, parks, housing developments, nursing homes and other areas of the community.

Ability:

Retain communications information and to perform duties during emergency conditions and prolonged stress; record, maintain and process data into computer systems, and to initiate appropriate responses of all public safety/emergency service agencies; prioritize demands; communicate information in a clear, concise and logical order; extract pertinent information from citizens requiring emergency assistance and to provide this information to units/engines in the field for their protection and the protection of the public; provide emergency pre-arrival assistance or advise to aid caller in dealing with crisis; exercise sound judgment in evaluating situations and in making decisions; follow verbal and written instructions; and complete data entry and record keeping functions using computer software/hardware. Must be able to receive and respond to information, and respond quickly/calmly in emergency situations. Ability to perform multiple tasks or requests for emergency service under stressful, life threatening, emergency conditions.

Skills:

Excellent oral, written and listening communication skills. Effective computer skills.

Physical and Mental Requirements

The essential functions or duties listed below 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.

Work is performed indoors. Noise exposure is moderate. Physical demands generally involve standing, stooping, or reaching with hands or arms up to one-third of the time; and sitting, talking or listening, distinguishing sounds, use of hands to finger, handle or feel objects more than two-thirds of the time. Force is seldom exerted beyond 10 pounds. The position has normal vision requirements. Ability to operate keyboard, sit at computer and dispatch equipment for long periods of time at efficient speed under stressful conditions. Ability to sit, speak clearly and distinctly, hear and observe monitors. Ability to work long hours, including nights. Ability to regularly work overtime if held over on a shift for more than eight hours a day. Equipment used includes computers, telephones, radio and video telecommunications and office machines.

Job Type: Full-time

Pay: $26.49 - $29.37 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Work Location: In person

Salary : $26 - $29