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Dispatcher
Position Overview
This is a specialized position performing multi-channel emergency radio and communications work Harris and Fort Bend County ESD #100 – WestCom Emergency Communications Center (a secondary Public Safety Answering Point for fire and emergency services). The Dispatcher is responsible for receiving and prioritizing emergency and non- emergency telephone calls from the public and primary Public Safety Answering Points. Work involves evaluating incoming calls to determine appropriate level of Fire/EMS assistance required, dispatching units, and transmitting information and messages upon request according to established procedures. This position monitors public safety units in the field, retrieves and enters computer data, operates TDD/TTY and other related communications equipment. Work is performed under general supervision by the Dispatch Shift Supervisor and the Assistant Director.
Essential Duties and Responsibilities
- Interacts with callers requesting emergency/non-emergency response or service from the community or public safety agencies. Uses established protocols and the computer-aided dispatch system to evaluate the situation and take the appropriate actions. Retrieves information from callers and transmits information to fire/emergency service personnel.
- Follows prescribed protocols to provide emergency medical instruction to callers during high-risk situations until appropriate field units arrive on scene.
- Monitors and maintains the location and status of fire, emergency medical and other agency units in the field.
- Operates various automated and/or communications equipment including computer-assisted dispatch terminal; enters and retrieves data. Monitors and operates TDD/TTY to communicate with hearing-impaired callers.
- Maintains a positive customer service attitude at all times with the public, user agency members, co- workers, and supervisors.
- Contributes to the mission, vision, and values of the Communication Center.
- Performs general office support assignments. Prepares various forms of documentation including reports and logs.
- Inspects equipment at the beginning of each shift to ensure proper operation, reports malfunctions or problems.
- May be required to be on-call, remain on duty after shift-end and respond to emergency situations at any time.
- Performs other related assignments, as needed, or directed.
Specific Duties
- While working on the dispatch floor the dispatcher must wear their headset (on the head and with the ear speaker over an ear) and monitor all assigned channels.
- Be ready and able to assist other dispatchers by communicating on their assigned channels.
- Opens and reads each call slip to maintain situational awareness off all calls and units.
Education, Experience, License & Certifications
- Must be at least 21 years of age with a high school diploma or GED. Post-high school education at a technical or college level is helpful.
- Preferred, at least two (2) years of Public Safety dispatching or 911 call center experience. Other public safety experiences (fire suppression/emergency medical) may be considered.
- Required to obtain and maintain the following certifications: Priority Dispatch ETC; Priority Dispatch EMD1; Priority Dispatch EFD1; APCO2 or NENA3 Telecommunicator 1 and Fire Service Communications (obtained within the previous four years); ICS4 100/200; NIMS 700/800.
- Must obtain CPR or CPRD certification within six (6) months of hire.
- The Employer will pay the upfront costs for the required certification courses, examination fees, and any necessary training materials.
- Any retake fees due to failed exams will be the Employee’s responsibility.
Necessary Knowledge, Skills & Abilities
- Strong knowledge of the principles, practices, and techniques of emergency dispatch.
- Thorough knowledge of computer-aided dispatch systems with technical knowledge of two-way radio systems.
- Strong communication skills with the ability to express ideas clearly and concisely in written and verbal formats.
- Demonstrated interpersonal skills to establish and maintain effective working relationships with co-workers, citizens, community contacts, elected officials, members of other governmental agencies, the public and command staff members of other departments.
- Ability to exercise judgment under pressure.
- Ability to deal with sensitive information in a discreet and professional manner while maintaining confidentiality.
- Ability to multi-task efficiently in a fast-paced, stressful environment.
- Ability to operate radio, telephone and computer systems under routine, emergency, and high stress conditions, in a confined work area for long periods of time.
- Ability to operate standard office machines (photocopier, calculator, etc.).
- Primary language for communication is English, but the ability to speak one or more other languages is helpful (particularly Spanish).
- Ability to work 24-hour shifts, overtime and holidays as needed in a 24-hour-a-day, 7-day-a-week operation. Possession of a personal telephone is required (land line or mobile) as Dispatchers may be required to return to the Communications Center for additional shifts.
Physical Requirements
- Must have adequate hearing, manual dexterity, and mental disposition to remain alert and perform all essential job functions.
- Ability to perceive the full range of the color spectrum, such as working with electronically produced letters, numbers and/or images on a computer monitor.
- Ability to wear a headset for long periods of time. Ability to type a minimum of 40 wpm.
- Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
- Must successfully complete the Emergency Communication’s dispatch training program within allotted time limit and be willing to continue educational opportunities within the 911 industry; must be willing and able to attend off-site training programs.
Work Environment & General Information
- The duties listed are intended only as illustrations of the various types of work that may be performed and are in no way construed or perceived to be exhaustive.
- The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and the requirements of the job change.
- Compensation & Benefits will be determined by the Board of Commissioners of Harris-Fort Bend ESD 100.
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