City of Maricopa
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Public Safety Communication Dispatcher
at City of Maricopa
- General Summary
Employees in this classification are responsible for receiving, evaluating, and dispatching calls from the public concerning crimes, questions about City services, police policies, civil matters, fires, and medical emergencies within the City of Maricopa.
The person selected for this position will begin employment in early 2020.
The City of Maricopa is an Equal Opportunity / Reasonable Accommodation employer. The City does not discriminate on the basis of race, color, gender identity, sexual orientation, religion, national origin, familial status, age, disability, and United States military veteran status. Pursuant to the Americans with Disabilities Act, the City will make a reasonable accommodation(s) during the recruitment & selection process. Persons with a disability may request a reasonable accommodation by contacting Human Resources at email@example.com. Requests should be made as early as possible to allow time to arrange the accommodation.
- Essential Duties & Responsibilities
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
- Questions callers to quickly and accurately determine their location and nature of their problem to determine the type of response needed.
- Appeases and effectively extracts information from citizens under stress.
- Interprets telephone or radio call and whether a police officer should be dispatched to the scene within the first few seconds of conversation to determine as to whether or not it is an emergency or non-emergency.
- Provides location information from maps, applying knowledge of streets, highway systems, and geography to provide appropriate and timely assistance.
- Detects unclear or unusual sounds on the phone or over the radio which may indicate a request for help.
- Records information received by typing accurately, while also communicating verbally and receiving new information.
- Makes sound decisions and quickly reacts positively under stressful conditions.
- Logs information received and/or transmitted using computer terminals to input, query information, send teletypes, and communication via TTY as needed.
- Remembers details and procedures and applies such instantaneously in an emergency situation.
- Verifies warrants and interprets data returned to the terminal.
- Notifies Fire dispatch of medical emergencies, such as attempted suicides, drownings, serious injury accidents, etc.
- Dispatches calls to proper emergency/police units on the main police channel, police information channel, or the major incident restricted channel and enters appropriate information into a Computer Aided Dispatch (CAD) system.
- Receives coded information requesting Police investigation from the 9-1-1 Section and dispatches to responsible field unit.
- Prioritizes calls, monitors channels during critical incidents, determines appropriate officers to respond, and dispatches information to appropriate personnel.
- Maintains constant awareness of the status of mobile units and updates this information as it changes.
- Work is performed in the City of Maricopa Police Department Emergency Communications Center under conditions requiring close contact with other employees, often during stressful situations.
- All other duties as assigned.
- Minimum and Preferred Entrance Qualifications
Education and Experience
- A high school diploma (or GED equivalent)
- Any combination of training, education, or experience equivalent one to three (1 - 3) years' experience in public contact or customer service experience which may involve the operation of a multi-line phone system or radio communication system.
- Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities
- Dispatching police services at a Primary Public Safety Answering Point (PSAP) also known as a 9-1-1 Center or for a fire department at a Secondary PSAP.
- Experience with computer data entry and/or dealing with emergency traffic.
- Bilingual speaking skills are desirable.
- Competencies for Successful Performance of Job Duties
- Basic telephone etiquette
- Public relations techniques
- State statutes relating to criminal codes and traffic laws, Police Department Operations Orders, and Maricopa City Codes
- Departmental policies, procedures, and general orders
- Community resources available to citizen callers
- Communicating clearly, concisely, and effectively both orally and in writing.
- Effective decision-making and problem solving with a limited amount of information in crisis/emergency situations.
- Speak with a clear, well-modulated voice in English by phone and radio dispatching equipment while tactfully communicating with highly emotional callers;
- Maintain emotional control, remember details, and work effectively during emergencies, crisis situations, heavy workloads, or extremely stressful conditions;
- Handle negative comments and feedback from the public;
- Cope with emotionally tense situations;
- Remember details and make decisions under stressful conditions;
- Shut out extraneous information from the work environment, while selectively listening to information recognized as crucial;
- Learn the Computer Aided Dispatch (CAD) formats and commands as they pertain to Public Safety Communication Operators;
- Learn the radio and case disposition codes;
- Learn Maricopa city streets, their numbering sequences, and City boundary limits
- Establish and maintain effective working relationships with Police Department employees, supervisors, other police and Fire personnel, and citizens.