Dispatcher

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Receives, prioritizes and dispatches emergency (E911) and non-emergency telephone calls for service from the public requiring law enforcement, emergency medical service (EMS), or fire department attention and relays to field personnel, as appropriate.
• Continuously monitors the Spillman CAD. Prioritizes calls for service and maintains an accurate status of field units.
• Operates multi-frequency radio and computer-aided dispatch, accesses WSP ACCESS messages, monitors alarms systems, operates playback recorder, operates TDD/TTY, and operates security devices and other related communication equipment located throughout the Center.
• Must condense large amounts of information into clear, intelligible remarks in a timely manner and have the ability to recall numerous acronyms and codes essential to appropriate call processing.
• Maintains familiarity with the MACC Policy and Procedures and other appropriate manuals and documentation that provide thorough knowledge of Multi Agency Communications Center calltaking/dispatching operations, employee policies and procedures, etc.
• Evaluates information received and utilizes protocols (NAED Priority Dispatching) provided through the computer-aided dispatch system to determine appropriate action or actions to be taken.
• Works rotating shift work during evenings, nights, weekends, and holidays and must be available to work extended shifts and be subject to emergency callout and mandatory meetings.
• Must be able to work effectively in a disciplined environment with or without close supervision and carry out lawful orders regardless of personal agreement.
• Must be psychologically fit to do the essential elements of the job. MACC 911 will comply with all federal and state obligations to reasonably accommodate any disability, including mental disabilities, provided that the applicant can perform the essential functions of the position with or without reasonable accommodation. The Dispatcher position is often stressful given the unpredictable, emergency situations that the Dispatcher must routinely handle. Dispatchers must be able to remain calm, concentrate, exercise good judgment, follow training on call handling, and communicate effectively at all times while on duty.
• Enters and retrieves data on the WSP ACCESS system to assist law enforcement agencies in and outside of Washington State.
• Enters information into the computer at a minimum rate of 40 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 and other MACC employees.
• Dispatches police, fire, ambulance or other emergency equipment as needed in accordance with operational policies and procedures to the location of the call for assistance.
• Interpret Grant County and City maps as necessary through use of computerized mapping software (Spillman CAD Mapping) and map books; relay emergency and non-emergency 911 calls received from outside Grant 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 for Grant County by collecting incorrect E911 address and data and immediately relaying to individual(s) assigned to handle the problem.
• Makes rapid, accurate decisions which may affect the outcome of other public safety services.
• Assists other dispatchers as necessary.
• Must be reliable and dependable and report for work on a consistent and predictable basis.
• Train other employees as required or directed.
• Follows the chain of command per agency policy.
• Performs additional duties as directed.

QUALIFICATIONS, EDUCATION AND EXPERIENCE:

High School diploma or equivalent. Prefer experience receiving, evaluating, transmitting and monitoring emergency requests via telephone and/or radio for police, fire and medical services, OR experience in a customer service position demonstrating extensive telephone or personal contact with the public 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, abilities, licenses, certifications, documentation and work environment requirements listed below. Must be able to pass entry-level testing such as a typing test, call center data entry and listening critical skills tests.

Work Environment/Conditions

While performing the duties of this job, the employee is regularly required to use hand to finger, handle, or feel. Approximately 90% of duties performed can be in a seated or standing position and are in a secure Communications Center. There is limited opportunity for physical movement. The employee must reach with hands, arms and feet, and talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus. Individuals must sit while observing a computer display screen under low lighting conditions for long, uninterrupted periods of time.

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

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

Must be prepared to stay in the Center the full shift. Uninterrupted lunch and other breaks are not guaranteed.

Must be able to work shift work encompassing a 24 hour day, seven day week; inclusive of days, evenings, nights, weekends and holidays.

Employees are subject to short notice “call back”. Employees must have a phone for 24 hour availability.

Work is performed in a confined environment under high stress and plays a critical role in Public Safety delivery. Must take information from callers who may be excited, abusive, incoherent, or hysterical.

Other Qualifications

• Proof of eligibility to work in the United States of America.
• Must be able to successfully satisfy a thorough personal history background check, which will include a criminal history check and driving record check.
• A polygraph examination may also be required.

Certificates, Licenses, Registrations

• Valid Washington State Driver’s license required with proof of automobile insurance,
• Must be able to obtain Washington State Telecommunicator I & II, IV Certification, APCO or equivalent recognized Telecommunicator certification.
• Must be able to pass NAED Priority Dispatching training and hold NAED certification
• Must be able to obtain WA State ACCESS certification within 6 months of hire.

EMPLOYEE BENEFITS:

Monthly Salary

• 0-12 Months - $3,821.15
• 13-36 Months -  $4,212.55
• 37+ Months -  $4,646.00

• In addition to the base pay each pay period includes holiday pay $150-200 per month.
• Dispatchers are members of the Teamsters Local Union No 760.
• Medical, Dental, Vision and Life insurance benefits are through the Washington Teamsters Welfare Trust and are paid for 100% by the employer for employee and dependents.
• All Multi Agency Communications Center Employees are members of the State of Washington Public Employees Retirement (PERS) System.

The duties and responsibilities included in this job description are not intended to be all inclusive. The Dispatcher will be expected to perform other reasonable job related duties, as assigned. The Multi Agency Communications Center reserves the right to revise or change the job duties and responsibilities included herein at any time upon written notice to employees. This job description does not constitute a written or implied contract of employment.

The Multi Agency Communications Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, marital status, pregnancy and/or maternity, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.