Upshur County Commission

UPSHUR COUNTY COMMISSION TELECOMMUNICATOR JOB DESCRIPTION

Job Title: E-911 Telecommunicator (Dispatcher)

Department: E-911 Communications Center

Reports To: E-911 Director

FLSA Status: Non-Exempt Hourly

Prepared By: E-911 Director

Prepared Date: January 15, 2015

Approved By: Upshur County Commission

Approved Date: January 15, 2015

GENERAL DESCRIPTION

Telecommunicator receives and prioritizes emergency and non-emergency calls from the public; processes information using a computer-aided dispatch (CAD) system; and dispatches appropriate emergency service agencies such as police, fire, and emergency medical units. The telecommunicator monitors public safety units in the field and retrieves and enters computer data for emergency response personnel within the service area. This general description reflects the concept and intent of this position and should not be construed as a detailed statement of all work requirements that may be inherent to this position.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

The E-911 Telecommunicator will perform the following duties; other duties may be assigned.

 Receive, screen, and prioritizes emergency and non-emergency telephone calls for service from the public requiring law enforcement, emergency medical service, or fire department attention and relay to officers or command personnel, as appropriate.

 Operate a multi-frequency radio and computer-aided dispatch system, accesses teletype, monitors alarm systems, operates playback tape recorders, operates TDD/TTY, operates security devices, and other related communication equipment located throughout Comm Center.

 Must condense large amounts of information into readable, sensibly typed remarks in a timely manner and have the ability to recall numerous acronyms and codes essential to appropriate call processing.

 Maintains familiarity with the Standard Operating Procedures and General Operating Guidelines and appropriate manuals that provide knowledge and the operating procedures of Comm Center.

 Evaluates information received and utilizes protocols provided through the CAD system to determine the appropriate action or actions to be taken.

 Must be able to work rotating shifts or shifts that include evenings, nights, weekends, and holidays. Must be available to work extended shifts and be subject to emergency call out.  Must be able to work effectively in a disciplined environment and carry out lawful orders according to policies regardless of personal agreement.

 Must continually demonstrate a high level of mental stability and professionalism.

 Enters information into the computer at a minimum rate of 25 words per minute.

 Deals with sensitive information in a discreet and professional manner by maintaining confidentiality.

 Maintains a positive customer service attitude at all times with public, user agency members, co-workers, and supervisors.

 Dispatches police, fire, EMS, and other emergency equipment or personnel as needed in accordance with operational policies and procedures to the location of the call for assistance.

 Interpret Upshur County and Buckhannon City maps as necessary through use of computerized mapping software, wall maps, and books. Relay emergency and non-emergency cellular 911 calls received from outside Upshur County to the appropriate agencies using regional geographic knowledge, maps, and other resources.

 Assist in maintaining computerized Master Street Addressing Guide (MSAG) and E911 database by collecting incorrect E911 address and data and relay these to the Supervisor to handle the problem.

 Make rapid, accurate decisions which affect the outcome of other public safety services.

 Assists other dispatchers as necessary and when not occupied with primary duties or if occupied with duties of a lower priority.

 Must be reliable and dependable and report for work on a consistent and predictable basis.

 Follow the chain of command per agency policy.

SUPERVISORY REQUIREMENTS

This job has no supervisory responsibilities unless assigned by E-911 Director.

COMPETENCIES

To perform the job successfully, an individual must demonstrate the following competencies:

 Problem Solving—Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully and makes decisions based on research experience and within the scope of their responsibility; able and willing to comply with all the rules, policies, regulations, and procedures whether in agreement or not; follows chain of command and contacts appropriate supervisor when needing further information.

 Customer Service—Manages difficult or emotional caller situations; responds promptly to callers needs; responds to requests for service and assistance; meets commitments; remains calm, shows empathy, conveys reassurance and instills confidence in the caller that the telecommunicator’s demeanor will result in a proper response to their needs.

 Interpersonal Skills—Focuses on solving conflict, not blaming; maintains confidentiality; treats people with respect even when under pressure; supports everyone’s efforts to succeed; able to accept criticism objectively and in a constructive way; maintain emotional control and objectivity while directly involved in high stress situations; keeps emotions under control; shares their work experiences in certain situations with others.

 Communications Oral and Written—Ability to provide a positive representation of Comm Center via personal, telephonic, and written means; speaks English clearly, rapidly, and concisely in a well-modulated voice, and to use good diction; possesses good listening and comprehension skills; hears and clearly understands English over the telephone and radio channels, possesses the ability to consistently think clearly, act quickly, and calmly in a wide variety of situations, writes clearly and informatively; edits work for spelling and grammar; ability to read, understand and interpret, and follow complex oral and written instructions; ability to perform several tasks simultaneously.

 Teamwork—Works as a team member and establishes good working relationships; exhibits objectivity and openness to others viewpoints welcomes feedback; supports everyone’s efforts to succeed.

 Ethics—Treats others with respect, even under pressure; keeps commitments; inspires trust in others; works with integrity, upholds organizational values; works within confidentiality constraints.

 Judgment—Able to define problems, collect data, establish facts, and draw valid conclusions; deal with a multitude of situations and apply common sense solutions; displays willingness to make decisions and follow appropriate policies and procedures when applicable; exhibits sound and accurate judgment;

 Professionalism—Approaches others in a tactful manner; reacts well under pressure, treats others with respect and consideration regardless of their status or position; accepts responsibility for their own actions; maintains agency’s high standards for professionalism even in the absence of reciprocal behavior.

 Quality—Demonstrates accuracy in work; looks for ways to improve; applies feedback to improve performance, monitors own work to ensure quality

 Quantity—Meets productivity standards; completes work in a timely manner; strives to increase productivity;

 Safety and Security—Observes safety and security procedures including keeping doors locked and not allowing admittance of anyone to Comm Center unless previously approved; reports potentially unsafe conditions; uses equipment and materials properly, has all visitors sign log book if they enter Dispatch Area.

 Adaptability—Adapts to changes in the work environment; manages competing demands; able to deal with frequent change, delays, or unexpected events

 Attendance/Punctuality—Regular and consistent attendance is a condition of employment; able and willing to work any day of the week, weekends, and/or holidays; able to work any shift(days, evenings, overnight, and any other variation); ability and willingness to change work hours when required; ability and willingness to attend any mandatory meeting or training regardless of when they are scheduled; arrives to work on time.

 Dependability—Follows management direction and takes responsibility for own actions and completes tasks in a timely manner; keeps commitments made.

 Initiative—Undertakes self-development activities; assesses own strengths and weaknesses; pursues training and development activities; asks for and offers help when needed.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

18 years of age or older

EDUCATION and/or EXPERIENCE

High School Diploma or General Education Degree (GED); or any combination of experience and/or training which demonstrates the applicant’s ability to perform the essential functions of this position and comply with skills and abilities, certifications, documentation, and work environment requirements listed.

LANGUAGE SKILLS

Ability to read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence, and the ability to speak effectively on the radio, before organizations, in meetings, etc.

MATHEMATICAL SKILLS

Ability to perform basic mathematical skills, such as add, subtract, multiply, and divide.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Also possess the ability to interpret an extensive variety of instructions.

CERTIFICATIONS, LICENSES, REGISTRATIONS

Telecommunicators must have or successfully complete within 6 months and maintain certification of W.E.A.P.O.N.S. and NCIC systems. Telecommunicators must successfully complete and become certified by a nationally recognized Telecommunicator’s course and Emergency Medical Dispatch course as selected by Upshur County 911. Telecommunicators must hold a valid CPR/First Aid card. Within the first year of employment will need to take and pass the current NIMS/ICS courses of the 100, 200, 700, and 800 levels, and update their credentials when new classes are added as determined by E-911 Director.

PHYSICAL DEMANDS

The physical demands described here 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 the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel, reach with hands and arms, talk, and hear. Approximately 90% of duties performed are in a seated position in a secure Communications Center. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 (ten) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. Hearing ability is required by this job. Some light housekeeping will be required. WORK ENVIRONMENT/CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals must be free from physical impairments that with or without reasonable accommodation would interrupt continuous performance of a shift lasting from 8 to 12 hours.

Work up to twelve (12) hours or longer at a time continuously wearing a communications headset that will cover one ear or fit within the ear canal of one ear, and still be able to hear and understand other outside sound sources not coming from the earpiece.

Must be prepared to stay in the Comm Center for the full scheduled shift, uninterrupted lunch and other breaks are not available.

Telecommunicators must be able to work shift work inclusive of days, evenings, weekends, and holidays.

Employees may be subject to “call back” on short notice during an emergency or other situation. Employees must have a telephone line for 24 hour availability.

Work is performed in a confined environment under high stress. Must be able to take information from callers who may be excited, abusive, foul-mouthed, incoherent, drunk, or hysterical.

The noise level in the work environment is usually moderate to very noisy; must be able to work with partners of different personalities.