Dispatcher: 911 Communications

JOB OVERVIEW

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS
Question callers to ascertain location and nature of incident including, but not limited to, law enforcement related matters, fire, or, EMS, extract relevant information; determine response needed; and dispatch field units using computer-aided dispatch (CAD) system and trunked radio system.
Follow established protocols and standard operating guidelines to quickly and independently determine appropriate action.
Establish and maintain effective working relationships with supervisors, peers, other County employees, law enforcement, first responders, fire, EMS, officials, other agencies, and the general public.
Utilize communication techniques to empathize and calm frightened, hysterical, or angry callers in order to obtain needed information.
Maintain radio communication with first responders, anticipate needs, react to requests for assistance, provide appropriate information, relay messages to and from emergency sites, monitor the status of dispatched units, assess active and developing situations, supply needed support, and coordinate with other agencies or departments requiring notification.
Use emergency medical dispatch protocols while EMS units are en route giving pre-arrival instructions.
Correspond with other departments to confirm warrants and/or exchange other necessary information.
Accurately enter, update, and/or remove vital records from applicable database including, but not limited to, stolen items and/or vehicles as well as wanted and missing persons in a timely manner.
Consult supervisor on non-routine matters.
Demonstrate continuous effort to improve department operations, decrease turnaround time, streamline work processes, and work cooperatively and jointly to provide quality seamless assistance and service.
Attend mandatory in-service training classes to maintain and/or update job knowledge.
Process sensitive information in a discreet and professional manner, and ensure confidentiality.
Report to assigned worksite with regular, predictable, and consistent attendance.

Peripheral Duties
Actively participate as a member of various employee committees.

MINIMUM QUALIFICATIONS

MINIMUM REQUIRED QUALIFICATIONS
Education and Experience
High School Graduate or GED equivalent required.
Work experience in customer service, dispatcher, or a call center environment preferred.
Special Requirements
Must have and maintain throughout employment a valid Driver's License, as well as meet eligibility requirements of "acceptable driver standards" as defined by the County.
Must successfully pass comprehensive background checks.
Must be at least 18 years of age at time of application.
Certificates, Licenses, Registrations
Employee must be able to obtain and maintain currency and proficiency in CPR, EMD, and NCIC/NCIS operation.
Incumbents must satisfactorily complete the Sarpy County Communications Training and Evaluation Program.
Necessary Knowledge, Skills and Abilities
Working knowledge of computers and ability to learn specialized software and systems
Knowledge of the geographic area and prominent landmarks of Sarpy County
Knowledge of communication equipment and devices
Some knowledge of medical terminology
Skill and accuracy in keyboarding
Effective customer service and interpersonal communications skills
Ability to react and make decisions quickly and accurately in life threatening circumstances
Ability to navigate situations and remain calm in stressful situations
Ability to communicate effectively, in English, both verbally and in writing
Ability to speak clearly in a well-modulated voice and maintain composure while involved in emergency situations
Ability to prioritize work and carry out assigned projects to completion
Ability to perform tasks with attention to detail and a high degree of accuracy
Ability to maintain confidential information
Ability to understand, follow, and recall exacting verbal or written instructions
Ability to operate standard office equipment, such as computer, multi-line phone, printer, copier, scanner, and fax, along with tools and equipment specific to duties, including but not limited to computer aided dispatch and trunked radio system

LATERAL HIRES
Sarpy County Communications Department is accepting applications for lateral hires. Please see the chart below for the guidelines used to establish the Lateral Hire's entrance step on the salary schedule. Please note, the Department Head reserves the right to make the final determination on the Lateral Hire's entrance step.

PHYSICAL DEMANDS AND WORKING CONDITIONS

PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment 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 qualified individuals with disabilities to perform the essential tasks.
While performing the duties of this job, the employee is frequently required to sit/remain stationary, communicate/exchange information (i.e. talk/hear), and operate/manipulate equipment (e.g. use hands to finger, handle, or feel objects, tools, or controls). The employee is occasionally required to walk/move about, stand (i.e. remain upright), stoop, bend, climb, kneel (i.e. position self), and reach. Headsets are worn at all times while on duty. Employees must occasionally lift and/or move up to 20 pounds.
Required sensory abilities include vision and hearing. Visual abilities, correctable to normal ranges, include close and color vision as well as the ability to adjust focus. Communication abilities include the ability to talk (i.e. verbal exchange / exchange information) and hear (i.e. exchange information accurately) within normal ranges. Incumbent must be able to exert sustained concentration for several hours at a time.
Work is performed in a secure indoor, windowless, basement facility. The work environment is fast-paced dealing with life-threatening situations via telephone and/or radio. Work hours include rotating shifts, holidays, weekends, and irregular duty assignments. The noise ranges from relatively quiet to moderately noisy.

SELECTION GUIDELINES
Formal application, verification of veterans' status, rating of experience and education, interview, reference checks, verification of education, successful completion of a national criminal background check, successful completion of a pre-employment drug screen, and other job related tests or background checks as may be required.

DISCLAIMER
The job description is current as of the date signed. Any omission of specific statements does not exclude them from the position if they are similar, related, or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.