Dispatcher I

York County; Yorktown (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

York County Public Safety Communications Center seeks a dedicated Public Safety Telecommunicator to handle emergency and non-emergency 911 calls, dispatch responders, and coordinate responses across law enforcement, fire, EMS, and other agencies.

Responsibilities include operating VCIN/NCIC terminals, maintaining logs, and ensuring rapid, accurate information flow under pressure. Must complete regional and in-house training, including dispatcher academies and certifications.

Qualifications

• Graduation from high school and at least one year of work involving customer service; or any equivalent combination and experience which provides the required knowledge, skills and abilities.
• Must have the ability to make quick decisions while maintaining composure; deal effectively with staff, the public, and other agencies often in emergency situations; communicate effectively with others, both orally and in writing.
• Must successfully complete VCIN/NCIC certification, Hampton Roads Criminal Justice Dispatcher Academy, Emergency Medical Dispatcher Certification and in-house Communications Officer I training.

Responsibilities

• Receive and process incoming calls on non-emergency and 911 lines; dispatch applicable personnel.
• Operate a terminal connected to VCIN/NCIC; coordinate responses for law enforcement, Fire & EMS, animal control, utilities, etc.
• Use CAD to document incidents, assign case numbers, and relay information to responding units.
• Maintain logs and reports; monitor alarms, cameras, and communications equipment; support multiple PSAPs and hospitals.

Skills

Decision making

Communication

Typing 40 wpm

Clear speech

Follow directions

Quick problem-solving

Education

High school diploma

Customer service experience

Tools

VCIN/NCIC systems

Job description

Performs specialized emergency radio and communications work, serving as a dispatcher on an assigned shift for the York-Poquoson-Williamsburg-James City County Regional Communications Center. Receives incoming calls on both non-emergency and emergency 911 lines; dispatches applicable personnel. Operates a computer terminal connected to the Virginia Criminal Information Network (VCIN) and National Crime Information Center (NCIC). Coordinates responses for law enforcement, Fire & EMS, animal control, public utilities, etc.

This is a fast-paced environment where attention to detail is critical. Incumbents work on a rotating shift, are expected to work holidays and weekends as scheduled, and are subject to be called back to work overtime as needed to keep the center staffed at a certain minimal level. The position is considered Alpha, which means incumbent is expected to perform their assigned duties regardless of existing severe inclement weather or emergency conditions.

Public safety telecommunicators must quickly and accurately receive and process auditory information in an environment that includes various background noises such as telephones ringing, multiple frequency radio traffic and general conversation. This requires both active and passive listening to process phone or radio requests, recognize incoming calls, intercoms, alarms, interactions with other employees, and general happenings in the communications center.

Provides emergency E911 dispatch services for the York-Poquoson-Williamsburg-James City County Regional Communications Center.

Operates a state of the art 800 mhz radio system and related technologies for law enforcement, fire/EMS, and other government functions; receives calls for service, complaints and requests for assistance by telephone, radio, in person and by other emerging technologies related to next generation 911 services; determines priority and operates computer aided dispatch computer to dispatch necessary officials and/or advises caller of proper contact for assistance or information; corresponds and assist with coordinating services with other law enforcement and public safety jurisdictions.

Accurately obtains, records, and disseminates emergency and non-emergency calls for service from citizens and visitors to Police/Fire/EMS responders; reviews emergency call information, determines nature of call; dispatches call to the most appropriate and closest unit or person to the scene of the emergency; relays all pertinent information to responding units; stays in constant contact to relay additional information and respond to requests.

Operates a computer connected with the Virginia Information Center (VCIN) and the National Crime Information Center (NCIC) to obtain driver's history, vehicle registration data, gun permit verification and criminal record information; enters information into network such as missing person identities, stolen vehicles, protective orders, wanted persons and/or articles; corresponds with other law enforcement or public services jurisdictions; processes and maintains records of information obtained.

Uses CAD system to document information and requests made pertaining to specific incidents by responding units and other County officials; maintains knowledge of location and activities of various emergency response personnel; prepares activity reports and assigns case numbers.

Provides emergency medical instruction over the phone to callers until dispatched personnel arrive.

Monitors County alarm systems; monitors cameras placed throughout York County; monitors and answers National Warning System (NAWAS) and Surry Instaphones, and logs calls.

Maintains a log of computer and equipment malfunctions and problems.

Serves as the main point of contact for radio communications and malfunctions for multiple surrounding Public Safety Answering Point (PSAP) agencies, as well as local hospitals; maintains a log and notifies vendor for repairs.

Performs clerical functions such as typing and filing.

Assists in maintaining accurate contact information for businesses.

Inspects equipment at beginning of each shift to ensure proper operation; reports computer and equipment malfunctions and problems to the shift leader.

Graduation from high school and at least one year of work involving customer service; or any equivalent combination and experience which provides the required knowledge, skills and abilities.

Must have the ability to make quick decisions while maintaining composure; deal effectively with staff, the public, and other agencies often in emergency situations; communicate effectively with others, both orally and in writing; speak distinctly, clearly, and concisely; hear and understand radio and telephone transmissions and respond appropriately; understand and follow directions.

Must successfully complete VCIN/NCIC certification, Hampton Roads Criminal Justice Dispatcher Academy, Emergency Medical Dispatcher Certification and in-house Communications Officer I training.

This job is contingent upon successful completion of pre-employment checks to include criminal history and background checks.

Some knowledge of the geography of the County, and location of significant buildings.

Some knowledge of personal computers and related software.

Ability to type a minimum of 40 words per minute.

Ability to speak clearly and concisely.

Ability to understand and follow directions.

Ability to learn dispatch procedures for police, fire, and EMS calls.

Ability to learn new procedures and information related to new wireless technology related to emergency customer service.

Ability to acquire the skills necessary to operate the remote controls for video surveillance cameras located in the County.

Must be physically able to operate a variety of machinery and equipment including computer terminals, radios, copiers, etc. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.