911 Dispatcher

City of Minneapolis; Minneapolis (MN); On-site; USD 50,000 - 65,000; Full time

Job summary

The City of Minneapolis MECC seeks 911 Dispatchers to answer emergency and non-emergency calls, prioritize, and dispatch Police, Fire, and EMS resources. You will operate within a busy, civilian-led center and serve as the first point of contact for the public.

Expect 24/7 shift work, potential weekend/holiday coverage, and a structured selection process including typing tests, background checks, and ongoing training. Strong communication and calm multitasking are essential for success.

Qualifications

• Typing speed of 45 words per minute (as per job testing)
• Strong communication and multitasking abilities
• Ability to work under stress in a fast-paced environment

Responsibilities

• Use 911 CAD systems to process emergency and non-emergency requests
• Dispatch Police, Fire, Animal Control and other units as needed
• Provide real-time updates to field personnel and notify supervisors
• Monitor calls and responder statuses and manage information flow
• Communicate with other agencies and public works as required
• Assist in training and mentoring new call takers and dispatchers

Skills

Typing 45 wpm

Education

High school diploma or equivalent

Job description

Are you looking for a career in a fast-paced, ever-changing, dynamic work environment? 911 Dispatchers for the City of Minneapolis answer calls for emergency assistance involving Police, Fire or EMS as well as answer other public service requests. As a 911 Dispatcher, you will prioritize and dispatch calls received at the Minneapolis Emergency Communication Center (MECC). MECC employees work in a well-equipped dispatch center. MECC is the busiest facility of its kind in the entire Midwest (outside of Chicago) and is one of a very few entirely civilian professional facilities. As a 911 Dispatcher, you are a critical link in the City's Police, Fire and EMS delivery system. You are the first and most important contact citizens have for help.

Engaged - Supportive - Professional

Working hours/Shift work:

MECC must be staffed 24 hours a day, 7 days a week. Probationary employees are assigned shifts based on staffing needs/requirements. There is no guarantee a probationary employee will work a specific shift. Probationary employees will be assigned to different shifts during their first year, based on staffing shortages and coverage needs.

Employees should expect that they would work a high percentage of weekends AND holidays.

• Use the 911 telephone and Computer-Aided-Dispatch (CAD) systems to answer and process emergency and non-emergency requests for service from the public and other sources, classifying requests by following department procedures and policies.

• Dispatch Police, Animal Control, BCR, and Fire units appropriately according to MECC policy.

• Provide on-going updates to responding field personnel in real time.

• Alert appropriate supervisory personnel when necessary.

• Initiate emergency phone tracing using special procedures for landlines and cellphones.

• Monitor and stay apprised of updates to 911 calls and responder status.

• Contact other emergency service organizations, public works crews, utility companies and others as necessary.

• Assist in training, monitoring, testing and evaluation of new MECC Call Takers; may provide classroom training to small groups of new employees; may work with new employees and provide coaching and advice on job performance.

• Host and explain operations to visitors and observers.

• Attend community meetings and represent MECC as a member of internal and external committees and on special projects as required. Maintain necessary records.

Working Conditions:

Office Environment with constant exposure to CRT terminals.

Required Education:

Highschooldiplomaorequivalent.

Required Experience:

MinimumtwoyearsDispatch/Call Takerexperienceinafast-paced,911 environment.

Licenses and Certifications:

Ability to obtain as well as maintain Minnesota Criminal Justice Data Network Certification or must pass CJIS Competency Exam within 6 months of employment. Certifications are required to continue employment as a 911 Dispatcher.

Typing:

Candidate must be able to type 45 words per minute or a keystroke equivalent. This is included on the computer skills assessment exam (Criticall Test). Qualified candidates will be notified via email to self-schedule for computer testing.

Selection Process:

The selection process will consist of a rating of relevant experience, a typing test and computer skills assessment exam. The exam may include a combination of a computer skills assessment (multi-tasking, keyboarding speed and accuracy, numbers, memory, call summarization, and prioritizing etc.). Applicants must take the tests and obtain passing scores on each to move on to the next step in the hiring process. It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. Only those candidates who attain a passing score (70%) in the selection process will be placed on the eligible list. Applicants must obtain a passing score on the typing test in order to move forward in the hiring process. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.

Background Check:

The City has determined that a thorough Police Department background check / investigation, criminal background check, and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position. Note: this process could take up to 3 months to process.

Medical/Drug and Alcohol Testing:

Candidates may be required to pass a medical examination, which includes drug and alcohol screening and a job-related personnel assessment with a licensed psychologist. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer resulting in the job applicant no longer being considered for the position. Current City of Minneapolis Emergency Communications employees who apply for this job are not required to take a pre-employment drug and alcohol test.

Union Representation:

This position is represented by a collective bargaining agreement between the City of Minneapolis and Minnesota Public Employees Association (MnPEA).

Eligible List Statement:

The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire two months after it has been established.

• Continued employment will be contingent on passing satisfactorily all of an extensive simulation and on-the-job training program in Fire, Police and EMS procedures and methods of operation for computer assisted dispatch provided after hire.

• Completion of FEMA incident systems courses 100, 144, 200, 700 and 800.

• Good knowledge of the procedures and operations of the 911 Call Center, including dispatching procedures. Ability to relate and work effectively with people from diverse cultural, economic and ethnic backgrounds.

• Good knowledge of the geography of the City of Minneapolis. Base of knowledge in City government and operations.

• Good knowledge of services provided by city, county, state, and Federal emergency response and law enforcement agencies.

• Knowledge of police and fire field operations and procedures. Strong verbal communication skills.

• Ability to work in stressful and fast pacedenvironment.

• Strong listening skills and ability to deal with emergency situations.

• Ability to assist in training others in dispatching and phone answering techniques.

• Ability to mentor coworkers and new employees.