Emergency Dispatcher

Town of Amherst; Amherst (MA); On-site; USD 50,000 - 62,000; Full time

Job summary

The Town of Amherst is seeking an AMHERST Emergency Dispatcher to serve as the initial contact for all calls and dispatch emergency and non-emergency information. The position requires work on a rotating 8‑hour shift schedule with evenings, overnights, holidays, and mandatory overtime.

The role handles multiple channels of communication, uses CAD and weather/incident updates, and supports training of new staff while maintaining logs and reports per department standards.

Qualifications

• High School Diploma or equivalent plus relevant public safety experience or equivalent.
• Ability to obtain CPR, CJIS Operator Certification, Public Safety Telecommunicator I, and EMD within six months.
• Excellent communication skills with accuracy under pressure.
• Proficient data entry and keyboarding abilities.
• Experience in customer service or working with the general public.

Responsibilities

• Monitor phones, radio, and video; gather information for dispatch.
• Dispatch police, fire and EMS units; follow standard protocols.
• Maintain logs and CAD data; ensure accurate records.
• Communicate with responders across jurisdictions as needed.

Skills

High stress handling

Multi-tasking

Exceptional communication

Data entry

Typing

Public service experience

Education

High School Diploma or equivalent

Tools

MS Word

MS Excel

Job description

AMHERST Emergency Dispatcher The Communications Center is a 24/7 service which dispatches both emergency and non-emergency calls for the Town of Amherst Police, Fire & EMS and CRESS Departments. The Emergency Dispatcher position serves as the initial point of contact for all calls and performs a variety of routine clerical, administrative and technical work in receiving and dispatching routine and emergency information; utilizing 911 technologies; and keeping official records. Work is scheduled for 8 hour shifts with four days on and two days off rotating schedule, and includes evening, overnights, and holiday work. Hold-over and mandatory overtime is required.

MAJOR DUTIES:

• Monitors phones, radio, and video in the dispatch center. Answers all incoming calls, ascertains nature of call, and gathers all necessary information to transmit or relay.
• Utilizes standard protocols in dispatching all calls.
• In cases of emergency medical calls, maintains contact with the caller to give instruction per protocols.
• Dispatches police, fire and emergency medical response vehicles for emergency responses.
• In cases of multi-jurisdictions, maintains communications with all responders involved in incident.
• Requests resources as directed by responding personnel or departmental protocol.
• Broadcasts nature, location and time of incident; contacts all required personnel; ensures the presence of reserve units by contacting personnel designated for call-back; relays information as required.
• Through computer aided dispatch (CAD), maintains logs of radio and telephone communications, and location of personnel and equipment.
• In the event of an emergency situation, maintains on-going contact with the responding personnel, keeping them informed of all incoming pertinent information.
• Alerts personnel of various information such as traffic lights out and streets closed.
• Maintains dispatch center work area and equipment in clean and working condition.
• Keeps abreast of all communications center guidelines, directives, announcements, and special orders.
• Operates radios as needed and assists in radio communications.
• Operates base radio as required.
• Enters and retrieves a variety of data and extracts required data from computer and other information systems, maintaining reports and records as required or requested, per departmental standards.
• Inputs data to standard office and department forms, both manual and automated.
• Makes simple postings to various reports.
• Compiles and tabulates data.
• Maintains thorough knowledge of the mapping systems of the towns served.
• Broadcasts pertinent weather bulletins or other civil defense bulletins.
• Assists in the training of new employees and ongoing refresher training.
• Performs other duties as assigned and consistent with position.

MINIMUM QUALIFICATIONS:

• High School Degree or equivalent PLUS two (2) years of experience in public safety, customer service, and/or a high-stress environment in which communication and accuracy is necessary; OR any equivalent combination of related education and experience which demonstrates the ability to perform successfully in the position.
• Willingness and ability to obtain and maintain certificates in CPR, CJIS Operator Certification, Public Safety Telecommunicator I, and Emergency Medical Dispatch (EMD) within six (6) months of hire.
• Exceptional communication skills.
• Skill in data entry and typing/keyboarding.
• Ability to adapt to high stress, emergency situations or adverse conditions while performing duties with accuracy; ability to handle stressful situations.
• Ability to multi-task.
• Experience working with the general public or in customer service.
• Working knowledge of computers and electronic data processing; modern office practices and procedures; and Microsoft Word and Excel.
• Skill in operating listed tools and equipment or willingness and ability to obtain skill.

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