Communications Dispatcher

Douglas County (NE); Nebraska; On-site; USD 42,000 - 54,000; Full time

Job summary

Douglas County (NE) seeks a 911 Operator to support law enforcement and fire/EMS in a 24/7 mission critical call center. You will receive emergency calls, determine priority, dispatch appropriate units, and coordinate with field responders while maintaining confidentiality and security of information.

The role requires a high school diploma, 6 months of 911 experience or familiarity with fire/EMS terminology, and the ability to type 35 net wpm.

Qualifications

• High school diploma or equivalent required.
• Six (6) months of 911 Operator experience or familiarity with fire/EMS terminology preferred.
• Must be able to type/keyboard 35 net wpm.
• Valid driver’s license and own transportation required.
• Pre-employment criminal record check and conditional offer drug screen, auditory exam, and psychological evaluation required.
• Continued employment is conditional upon completing Communications Operator and Emergency Medical Dispatch (EMD) training within the first year.
• Bilingual (English and Spanish) preferred.
• Equivalent combination of work experience and education may be substituted.

Responsibilities

• Receive incoming emergency calls requesting law enforcement or fire/EMS assistance and determine incident priority.
• Dispatch law enforcement, fire and EMS based on emergency type and location.
• Retrieve information from jurisdictional databases for law enforcement use.
• Maintain confidentiality and security of information.
• Coordinate field units and track status and location of units.
• Provide pre-arrival EMS instructions and updates to responders.
• Direct callers to appropriate agencies and transfer calls as needed.
• Answer non-emergency calls and testify at court hearings.

Skills

Typing 35 wpm

Bilingual (English/Spanish) preferred

Emergency communications knowledge

Education

High school diploma or equivalent

Job description

Incumbents work under the direction of the on-duty supervisor or designee, supporting law enforcement and fire/Emergency Medical Services (EMS) in strict adherence to established policies, procedures, protocols, and regulations.

• Operate multiple automated systems (e.g. Computer-Aided Dispatch [CAD], multi-channel radio, emergency telephone, and local and other jurisdictional databases).
• Maintain information confidentiality and security.
• Establish and maintain effective work relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, judges, other agencies, and the public.
• Comply with Civil Service policies and regulations, collective bargaining agreements, County policies, department policies and laws to create a cooperative, safe, respectful and quality work environment.
• Receive incoming emergency calls requesting law enforcement or fire/medical assistance, identifying the type, seriousness, and emergency location and determining incident priority.
• Dispatch law enforcement, fire and/or EMS based on emergency type, needed units, and location of the closest and most suitable available units.
• Retrieve information (e.g. wanted persons, stolen property, vehicle registration, stolen vehicles, restraining orders, criminal histories, gang affiliation, parole status) from jurisdictional databases; provide information to law enforcement officers.
• Prioritize first responders’ safety.
• Provide assistance to coworkers.
• Transfer calls to external agencies and relay information.
• Issue “All Point Bulletins,” stolen vehicle, and missing person’s information.
• Direct callers in Emergency Medical Dispatch efforts, initiate pre-arrival emergency medical treatment, and provide extensive first-aid instructions to callers prior to emergency unit arrival.
• Provide updates to emergency personnel on caller’s condition while in route.
• Coordinate field units, track status and location of fire/EMS apparatus, maintaining contact, ensuring orderly fire/EMS resource usage, and communicating between fire/EMS units and local hospitals.
• Respond to requests for assistance/information from fire/EMS units.
• Provide responding field personnel ongoing updates.
• Refer non-emergency calls to other agencies/companies.
• Use multi-channel radio system to open EMS facility doors or unlock station medical boxes.
• Activate community sirens in case of weather emergency.
• Alert supervisor when fire/EMS units fail to clear or respond.
• Perform duties of a 911 Operator.
• Maintain knowledge and skill set through continuing education (e.g. on-the-job, classroom, webinar, seminar, workshop training).
• Maintain knowledge of and adhere to department policies, procedures, protocols, work practices and government regulations.
• Answer outside agency calls for Douglas County Sheriff and answer non-emergency calls (e.g. MUD, sprinkler systems, road conditions) or refer to appropriate agency.
• Complete assigned projects.
• Testify at court hearings.
• Provide constructive process and procedure improvement suggestions.
• Safely operate a motor vehicle when traveling on County business.
• Report to work with regular, consistent attendance.
• Perform other duties as assigned and directed.

• High school diploma or equivalent required.*
• Six (6) months of 911 Operator experience or experience which evidences familiarity with fire/EMS terminology preferred.
• Must be able to type/keyboard 35 net wpm.
• Valid driver’s license and own transportation upon hire and maintained throughout employment required.
• Completion of a pre-employment criminal record check and conditional offer drug screen, auditory exam, and psychological evaluation required.
• Continued employment is conditional upon the successful completion of the following training within the first year of employment:
  • Certification as a Communications Operator, and
  • Emergency Medical Dispatch (EMD) training course.
• Bilingual (English and Spanish) preferred.
• *Equivalent combination of work experience and education may be substituted for requirements on a year-for-year basis.

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work is generally performed in a mission critical call center operating 24/7/365; work hours vary (e.g. days, shifts, holidays, weekends, overtime/extra hours, emergency call-in) and assigned schedule is subject to change. Noise level is moderate to loud. Work is performed primarily in a confined space requiring the use of a headset. Work may be stressful when dealing with time constraints, multiple/changing priorities, competing priorities, crisis situations, emotionally charged situations, and distraught individuals.
• Work requires some physical activity including extended periods of sitting, reaching, grasping and occasional bending, stooping, squatting, walking, pushing, and pulling. Work also requires the ability to lift and/or carry objects weighing up to 10 pounds and occasionally up to 25 pounds.
• Required sensory abilities include, vision, hearing, and speaking. Visual abilities, correctable to normal ranges, include close, distance, and color vision with the ability to adjust focus. Communication abilities include the ability to talk and hear within normal ranges. Incumbents must possess the hand-eye coordination and manual dexterity necessary to operate computers and other equipment.