Receives and prioritizes emergency and nonemergency telephone calls from the public. Evaluates and dispatches appropriate emergency service agencies such as, police, fire and emergency medical units. Processes information using a computer-aided dispatch (CAD) system. This position maintains radio communications with 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/Communications Shift Supervisor and the Director.

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Receives and prioritizes emergency and nonemergency telephone calls from the public. Evaluates and dispatches appropriate emergency service agencies such as, police, fire and emergency medical units. Processes information using a computer-aided dispatch (CAD) system. This position maintains radio communications with 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/Communications Shift Supervisor and the Director.

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JOB QUALIFICATIONS – KNOWLEDGE, SKILLS, ABILITIES AND DAILY DUTIES

• Strong communication skills with the ability to express ideas clearly and concisely in written and verbal formats.
• Demonstrated interpersonal skills in order to establish and maintain effective working relationships with co- workers, citizens, community contacts, and members of other governmental agencies.
• 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 work any shifts, overtime and holidays in a 24-hour-a-day, 7 day-a-week operation. Personal telephone is required (land line or mobile).
• Must have adequate hearing, manual dexterity and mental disposition in order to remain alert and perform all essential job functions.
• Must successfully complete the dispatch training program within allotted timeframe and be willing to continue educational opportunities within the 911 industry; must be willing and able to attend off-site training programs, occasionally.
• Ability to wear a headset for long periods of time.
• Must be proficient in data entry and be able to successfully navigate a computer keyboard.

WORKING ENVIRONMENT:

Work is performed in an office and emergency communications environment with stationary seating. Work entails extensive keyboarding and manual dexterity, and also entails regular reaching, stretching and lifting of standard dispatch supplies and materials. Work requires quick, independent thinking and action.

PHYSICAL AND MENTAL REQUIREMENTS/ACTIVITIES:

• This position requires the employee to work in a fast-paced environment, with the ability to meet frequent deadlines.
• While performing the duties of this job, the employee must regularly sit, talk and hear.
• The employee is occasionally required to stand and walk.
• The employee may be required to occasionally perform a full range of motion with lifting and or carrying items weighing up to 25 pounds.
• The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

The intent of this position description is to provide a representative summary of duties and responsibilities that will be required of positions given this title and is not a declaration of the specific duties and responsibilities of any particular position. Employees may also be assigned job-related tasks other than those specifically presented in this description.

Montgomery County is an Equal Opportunity Employer and complies with the requirements of the Civil Rights Act of 1966 (Section 1981) and 1964 (Title VI, VII,) Americans with Disabilities Act (ADA), Rehabilitation Act of 1973, Age Discrimination in Employment Act (ADEA), Equal Pay Act (EPA) and the Uniformed Services Employment and Re-employment Rights Act (USERRA).

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Department: E911

Pay Grade: 80, Non-Exempt

Starting hourly rate: $23.97

Minimum Experience:

• Be at least eighteen (18) years of age.
• Must be a United States citizen.
• Not have been convicted or pleaded guilty to or entered a plea of nolo contendere to any felony charge or to any violation of any federal or state laws or city ordinances relating to force, violence, theft, dishonesty, gambling, liquor, controlled substances or controlled substance analogues.
• Not have been released or discharged under other than an honorable or medical discharge from any of the armed forces of the United States.
• Have a good moral character as determined by a thorough investigation conducted by the employing agency.
• Must have dependable transportation.

Minimum Education: High school diploma or equivalent.

Certifications, Licenses:

• Must be able to obtain APCO Public Safety Telecommunicator 1 certification within six (6) months of employment.
• Must be able to obtain APCO Emergency Medical Dispatch (EMD) certification within six (6) months of employment.
• Must obtain and maintain NCIC certification thru the Tennessee Bureau of Investigation TIES Unit within six (6) months of employment.

Receives and prioritizes emergency and nonemergency telephone calls from the public. Evaluates and dispatches appropriate emergency service agencies such as, police, fire and emergency medical units. Processes information using a computer-aided dispatch (CAD) system. This position maintains radio communications with 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/Communications Shift Supervisor and the Director.

GENERAL POSITION DUTIES AND RESPONSIBILITIES:

The following duties are normal for this position. However, they are not to be construed as exclusive or all–inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may also be required or assigned.

• Receives, screens and prioritizes emergency and non-emergency telephone calls for service from the public or public safety agencies requiring law enforcement, emergency medical service (EMS) or fire department attention and relay information to responding personnel, as appropriate.
• Operates a multi-frequency radio and computer-aided dispatch system, access teletype, monitors alarm systems. Operates play back recorders, security devices and other related communications equipment.
• Monitors and operates TDD/TTY to communicate with hearing impaired callers.
• Monitors and maintains the location and status of fire, law enforcement, and emergency medical and other responding units in the field.
• Maintains familiarity with the Standard Operating Procedures and appropriate manuals that provide thorough knowledge of Multi Agency Communications Center operations and procedures.
• Maintains a positive customer service attitude at all times with the public, user agency members, co-workers and supervisors.
• Maintains knowledge of the location of cities and county roads, streets and zones through the use of computerized mapping software and wall maps.
• Contributes to the mission, vision and values of the communication center.
• Assists other dispatchers as necessary and when not occupied with primary duties or if occupied with duties of lower priority.
• Enters, updates and retrieves information from the National Crime Information Center (NCIC).
• Performs general office support tasks. Prepares various forms of documentation including reports and logs.
• Assists departmental and other agency personnel by making telephone calls to obtain information and call utility companies, wreckers and others.
• This is not intended to be all inclusive. Other duties as assigned to meet the ongoing needs of the organization.

FISCAL RESPONSIBILITIES

This position has no fiscal responsibilities.

COUNTY ORGANIZATION DUTIES AND RESPONSIBILITIES:

• Represents the Department and County to other County staff and members of the public.
• Provides quality customer service to individuals needing directions or assistance.
• Demonstrates the organization’s Core Values and adherence to the Ethics policy.

SUPERVISORY RELATIONSHIPS:

This position has no supervisory responsibilities.