Job Description

Dispatcher

Receives and processes routine and emergency calls and alarms; dispatches Police as required; enters, retrieves, and uses data from various automated law enforcement information systems; coordinates with other emergency service providers as appropriate; adheres to applicable policies, procedures, and work methods associated with assigned duties. Supervision received: Immediate and/or general direction from the Police Communications & Records Manager

Examples of Duties

Essential functions: Functions may include, but are not limited to, the following:

• Independently receives and evaluates 911, police emergency and business calls; transfers calls to appropriate parties; dispatches police units to emergency or non-emergency locations; handles inquiries and complaints regarding services from the public
• Obtain complete and accurate information from individuals in emergency situations, including those who are emotionally distraught, angry, or difficult to understand; remain calm and make rapid and sound independent judgments in stressful emergency situations; communicate tactfully and effectively with the public, public safety personnel and others
• Operates computer consoles for call input, dispatching and continuous update of suspect information and officer locations; enters call information in written or computer-based format; logs and fills out call forms
• Maintains records of radio calls; operates multi-channel radio systems; monitors other channels while maintaining radio traffic on main channels; maintains radio contact with mobile and portable units; recognized units from other agencies and assists them with City units or supplies requested information
• Responds to officer-initiated radio traffic and requests and disseminates suspect information from roll call boards, prior calls, and bulletins; assists public safety personnel in the field by relaying information; keeps command staff and field supervisors apprised of emergency situations and dispatches additional personnel and equipment as necessary
• Maintains and accesses business and premise history and index files for emergency and other necessary contacts; handles in-house and radio paging, crime-stopper, animal control and other after-hours phone lines
• Receives non-emergency calls for information and directs callers to the proper person, department, or agency
• During non-business hours, receives emergency and non-emergency calls for non-safety departments such as, Animal Control, street maintenance, public utilities, park maintenance, building maintenance, graffiti control, crime prevention, and City Hall
• Prepares records and reports, such as stolen vehicle reports, tow truck requests, etc.
• Makes DOJ entries in a timely, accurate manner as per DOJ mandates, missing persons, stolen vehicles, PPI's repo's, firearms, and all types of stolen property
• Establishes positive working relationships with co-workers, employees within the department, outside agencies, representatives of community organizations, state/local agencies and associations, City management, and the public; works as part of a team, yet may work independently; mentors and assists other dispatchers in the techniques and procedures of dispatching, operating radio equipment, and operating CAD equipment
• Communicate clearly and concisely, orally and in writing

Occasional functions:

• Provides court testimony related to calls as required
• Participates in updating public safety procedures manuals, computer aided dispatch system and service area maps
• Participates in the Quality Improvement process by evaluating calls and providing feedback to Dispatchers, a variety of training courses, and/or certification sessions
• May represent the Police Department and the City's dispatching services on various work groups, interview panels and committees
• May assist other staff as needed and with overflow work as assigned

Typical Qualifications

Qualifications: High school diploma or equivalent And One year of public safety dispatch experience License/Certification: Type a minimum of 35 wpm Possession of POST Public Safety Dispatcher Basic Certificate Possession of POST Communications Training Certificate or enrollment in the 40-hour course within 6 months of hire Emergency Medical Dispatcher (EMD) Certification within one year of hire Valid California driver's license with a good driving record at time of appointment

Supplemental Information

Knowledge of:

• Police department and communication center operations, policies, and procedures
• Pertinent federal, state, and local laws, codes, and regulations
• Law enforcement and emergency service procedures for responding to and handling reported incidents
• Techniques of questioning for both emergency and non-emergency calls
• Automated law enforcement information systems and procedures, standard law enforcement information, communication, terminology, record keeping methods and techniques
• Related clerical duties such as typing, filing, and indexing
• Dispatch reports and documentation
• Modern office equipment and software including fax machines, closed circuit surveillance systems, computers, copiers, and windows-based applications including Outlook

Ability to:

• Support the City's goal of providing professional, reliable, and consistent customer service by building and maintaining positive working relationships with co-workers, other City employees, and the public using principles of good customer service
• Memorize codes, names, locations, and other detailed information
• Act quickly and calmly in emergencies
• Communicate clearly and concisely, both orally and in writing.
• Interpret and apply federal, state, and local policies, procedures, laws, and regulations.
• Exercise sound independent judgement within established guidelines
• Use computer technology and applications in the performance of daily duties
• Operate keyboards, including typewriters and computer terminals at a typing speed of 35 words per minute
• Follow oral and written instructions
• Read and interpret street maps
• Learn City dispatching codes, policies, procedures, and equipment
• Pass pre-employment screening, background investigation, psychological evaluation, physical and drug test

Skills:

• A detailed oriented approach to tasks
• Methods and techniques of receiving, prioritizing, and dispatching emergency and non-emergency calls for service
• Strong verbal and written communication skills. Correct English usage, including spelling, grammar, and punctuation
• Methods and techniques of computer aided dispatch, including associate systems and radio equipment
• Methods and techniques of telephone etiquette
• P25 800 MHz two-way radio communication systems and equipment
• Use of Clips, Coplink, and/or Global to run warrant checks, identity, weapon, and vehicle checks

Work environment, physical demands, and behavior requirements: Environmental Conditions: Typical office environment with computer systems, office equipment, phone system and radio equipment. Physical Conditions: Essential functions may require, in the performance of daily activities, sitting for prolonged periods of time and intermittently walk, stand, bend, squat, twist and reach while performing duties. Manual dexterity to use standard office equipment. Vision to read handwritten, printed materials, and computer screens. Hearing and speech to communicate over the telephone, in person and on radio systems. Work is done in an office environment with moderate noise levels, and a controlled temperature condition. Incumbent will interact with upset staff and/or public. Incumbent will be required to work evenings, weekends, and holidays and participate in after hour on-call assignments and work unusual and prolonged work schedules, as necessary. Behavior Requirements: Dependable, prompt, regular attendance. Professional telephone and email etiquette, including returning voicemails and emails promptly. Ability to cooperate with the public and co-workers. Tolerance for the stress of multiple simultaneous, possible conflicting demands. Ability to plan, organize, and prioritize tasks with an attention to detail.

Benefits

PROBATIONARY PERIOD: Employees in this classification serve a probationary period of one (1) year.

EMPLOYEE LEAVE: The City offers a generous Vacation and Sick leave program, plus 10 annual holidays and one (1) floating holiday. Employees accrue 80 hours per year of sick leave; employees accrue 80 hours of vacation leave for the first five years; after five years, employees accrue additional vacation leave based on years of service.

BACHELOR DEGREE PROGRAM: The City of Desert Hot Springs participates in the Civic Scholars Program and offers its full-time employees the opportunity to earn a bachelor's degree at no cost to the employee. Civic Scholars is an employer sponsored college pathway for the employees of Desert Hot Springs that is fully online and self-paced. Built to be mobile friendly, it allows the working adult to start or complete their bachelor'

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