911 Dispatch Operator

City of Bella Vista; Bella Vista, Northern (AR, KY); On-site; USD 38,000 - 47,000; Full time

Job summary

The City of Bella Vista, AR seeks a Telecommunicator Dispatcher to support the Police and Fire Departments by handling 911 and other emergency calls, transmitting messages, and maintaining accurate logs. This entry-level to mid-position requires alertness, good judgement, and the ability to work rotating shifts, including nights, weekends, and holidays.

Candidates must be 18+, have a high school diploma or GED, and pass a drug screen and background check.

Qualifications

• Must be 18 years or older and possess a high school diploma or GED.
• Prefer 3–6 months related experience and/or training.
• Telecommunicator and APCO certifications are highly desirable.
• Pass drug screen and extensive background check.

Responsibilities

• Receive and transmit telephone and radio messages.
• Process Police, Fire & EMS calls and related reports.
• Maintain log and prepare month-end and year-end reports.
• Dispatch fire and ambulance; monitor related communication equipment.
• Operate multiple computer terminals and data systems.
• Work shifts including nights, weekends, and holidays.

Skills

Active Listening

Multi-tasking

Effective Communication

Problem Solving

Empathy

Written & Verbal Reporting

Crisis Management

Education

High School Diploma or GED

Telecommunicator Certification

APCO Certification

ACIC/NCIC Certification (Level I & II)

Tools

Data/Word Processing Systems

Job description

SUMMARY

The City of Bella Vista, AR is seeking candidates for our 911 Dispatch/Telecommunicators operator position.

ESSENTIAL FUNCTIONS

Telecommunications Dispatchers are responsible for the health and well-being of citizens and visitors and are crucial to the operations of the Bella Vista Police and Fire Departments. Telecommunication Dispatchers process Police, Fire & EMS related calls as well as calls related to code enforcement.

This is a non-sworn, non-exempt classification. This position must be able to work unusual hours including nights, weekends and holidays as required. This is a safety sensitive position that requires a constant state of alertness. This is an essential and safety-sensitive position.

Duties described are not intended to serve as a comprehensive list of all duties performed by all employees in this classification, and represent only a summary of the primary duties and responsibilities.

ESSENTIAL DUTIES & RESPONSIBILITIES

• The Telecommunications Dispatcher is knowledgeable in the basic functions of a public safety dispatch center operations, record keeping, communications equipment, and use of data/word processing systems.
• Receives and transmits telephone and radio messages.
• Receives reports and complaints coming to the dispatch center by telephone, from radio cars and other sources.
• Responsible for keeping log showing all pertinent information received.
• Monitors neighboring police department radios in order to respond to a common emergency.
• Maintains radio contact with state authorities and surrounding cities.
• Contacts appropriate agencies for emergency service.
• Keeps records of number of calls received and prepared month-end and yearly reports.
• Keeps clerical records pertaining to the dispatch position.
• Dispatches fire and ambulance.
• 9-1-1 emergency dispatching and related duties.
• Ability to work in a constant state of alertness and in a safe manner.
• Performs other duties as assigned.
• Work assignments and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position.
• Other duties may be assigned.

EXPERIENCE & KEY TRAITS

• Public Safety communications knowledge is preferred, but not required
• Ability to actively listen, speak plainly and communicate effectively.
• Ability to multi-task.
• Problem-solving skills; ability to prioritize the most important situations, and think quickly
• Empathy and compassion; ability to keep calm in distressing situations
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Must be able to effectively deal with people and highly stressful situations, which may be for an extended period of time and be able to assess situations quickly and accurately.
• Excellent ability to use appropriate judgment when responding to incident reports includes emergency situations.
• Ability to hear and follow established policies and procedure & to operate multiple computer terminals, two-way radio, as well as related dispatch and recording equipment.
• Must be able to prepare and maintain accurate records; follow oral and written instructions; communicate clearly and effectively both verbally and in writing; deal effectively and courteously with co-workers and the general public; perform effectively as a member; perform the essential functions of the job without posing a direct threat to the health and safety of others.

REQUIREMENTS

Must be 18 years of age or older.

Possess high School Diploma or G.E.D.

Three (3) to six (6) months related experience and/or training is preferred.

Telecommunicator Certificate highly desired.

Certification from the APCO highly desired.

Qualified candidates must be able to pass drug screen & extensive background check.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measurement, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS THAT WILL BE REQUIRED:

• ACIC/NCIC Level I and Level II Certification
• International Academy of Emergency Medical Dispatch Certification & Recertification’s
• CPR Certification
• APCO Public Safety Telecommunicator I Certification
• Maintain a valid driver’s license

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Performs bending and reaching necessary to obtain resource materials; subject to sitting for long periods of time. Must be able to grip objects and wear communications headset that will cover or fit within the canal of one ear. Must be able to speak clearly, enunciate properly, hear and understand spoken communications originating simultaneously from both the headset and other sources in the communication room. Lift and carry boxes of computer paper weighing up to 40 pounds as required.

WORK ENVIRONMENT:

Work is performed in an area with background noise from radios, telephones, fax/copy machine, and other equipment. Shift work is required, including weekends and holidays. Subject to shift being changed with minimal notice. May be required to work overtime when necessary, sometimes on short notice. Subject to possible verbal abuse from callers, and frequent exposure to traumatic situations. The noise level for this environment is moderate. Primarily indoors, with heating and cooling regulated; exposure to constant noise in a work environment with minimal natural lighting.

MISCELLANEOUS REQUIREMENTS:

Must be able to work any assigned hours/shifts with varying days off. Subject to emergency call-in. Must successfully complete an extensive background investigation; must not possess any felony convictions; and must pass pre-employment drug testing and physical.

Dispatcher I: Entry level Dispatcher working under direct supervision to include the training phase and a 3 month probationary period upon completion of the Bella Vista Emergency Communications Center training program.

Dispatcher II: Intermediate level Dispatcher working under general supervision as a stand-alone Dispatcher within the Bella Vista Emergency Communications Center. The Dispatcher II will be a positive role model for all employees and give productive feedback to help continually improve the training program. Performs other duties as assigned.