EMERGENCY SERVICES DISPATCHER
City Of Walla Walla
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Benefits offered by this job
Job summary
City of Walla Walla is seeking an Emergency Services Dispatcher to handle incoming calls for ambulance, fire, and law enforcement. You will triage information, dispatch appropriate units, and monitor radio frequencies to safeguard responders.
You will provide EMD instructions by phone and perform CAD data entry while maintaining composure under high-stress conditions. A strong commitment to public safety and accurate information handling is essential.
Qualifications
- High school diploma or GED required; associate degree may substitute.
- Two years of general clerical experience or customer service in a high-energy environment.
- Ability to type 40 wpm and maintain computer literacy.
- Certification: Washington State Public Safety Telecommunicator within one year; First Aid/CPR within six months.
Responsibilities
- Receive incoming calls for emergency and non-emergency assistance and determine priority.
- Dispatch units and maintain radio contact with field units.
- Enter information into the CAD system accurately and quickly.
- Provide Emergency Medical Dispatch (EMD) guidance by phone.
- Maintain professional and respectful interactions with diverse public and staff.
Skills
Education
Tools
Job description
Receive incoming calls for ambulance, fire, and law enforcement assistance. Take control of calls and interrogate to obtain all information necessary to dispatch the appropriate units. Dispatch the appropriate units and monitor radio frequencies to maintain the safety of responding field personnel.
NATURE OF POSITION
Receive incoming calls for ambulance, fire, and law enforcement assistance. Take control of calls and interrogate to obtain all information necessary to dispatch the appropriate units. Dispatch the appropriate units and monitor radio frequencies to maintain the safety of responding field personnel.
General direction and oversight are provided by an Emergency Services Dispatch Supervisor.
- Employees of the City of Walla Walla are expected to model and foster the City’s core values: Service – Integrity – Collaboration – Equity – Leadership - Community
- Employees of the Police Department are expected to model and foster the Department’s core values: Service – Pride – Integrity and Return with Honor in all endeavors.
- Receive incoming calls from the public requesting emergency and non-emergency assistance; achieve and maintain control of call and provide proper interrogation to obtain necessary information to determine priority of response.
- Dispatch appropriate units or provide appropriate information as required, while simultaneously maintaining radio contact with and the status of field units.
- Maintain computer aided dispatch (CAD) record log of all calls.
- Maintain radio contact with units on assignment.
- Enter information received from radio or telephone into CAD system accurately and quickly.
- Operate a variety of equipment as necessary to perform vehicle registration, criminal, warrant, and driver's license checks and provides officers with other information as requested.
- Enter wanted persons, stolen vehicles, and other information into law enforcement information networks.
- Send, receive, and disperse information by computer, teletype, telephone, or other methods.
- Provide Emergency Medical Dispatch (EMD) first aid and CPR instructions by phone according to established procedures.
- Perform typing and other general clerical functions as required.
- Perform multiple tasks simultaneously.
- Serve as first point of contact for dissemination of public information from diverse agencies including Public Works, Schools, Social Services, Hospitals, Emergency Management, etc.
- Develop and maintain a basic working knowledge of general state laws and local ordinances as they pertain to questions from the general public.
- May serve as a presenter for Public Education tasks.
- May serve as a trainer for other Dispatch personnel.
- Demonstrate punctual, regular, and reliable attendance which is essential for successful job performance.
- Present a positive, professional image; maintain cooperative and effective working relationships; assure excellent customer service with internal and external customers.
- Execute assignments, projects, and job responsibilities efficiently and within defined timeframes, work independently and effectively with little direction.
- Demonstrate good judgment and employ critical thinking to execute duties, identify issues, seek solutions, and recommend improvements in support of departmental goals.
- Provide assistance to staff and higher-level management; participate in resolving operational or interpersonal concerns; participate in training, meetings, and on committees as assigned.
- Respect the value of diversity in the workplace and the community.
- Perform other duties as assigned.
- Correct English usage, grammar, spelling, punctuation, and vocabulary.
- Modern office practices, procedures, and equipment.
- Computer operation and use of application programs.
- Emergency Medical Dispatch (EMD), telephone first aid and CPR techniques.
- Type 40 words per minute.
- Hear and understand radio transmissions.
- Communicate effectively in writing.
- Speak clearly and concisely and communicate effectively orally with persons in a variety of emotional states.
- Perform multiple tasks simultaneously.
- Learn radio broadcast procedures and rules.
- Learn to read and interpret maps and determine locations of incidents.
- Learn to operate and use all mechanical/electronic equipment used to support the dispatch function.
- Learn ambulance, fire, and law enforcement terminology.
- Work cooperatively with others and exercise good judgment while under extreme stress in emergency situations.
- Ability to work in a 24/7 work environment, including holidays.
Modern office practices, procedures, and equipment; computer operation and use of application programs.
Sitting for extended periods of time; wearing headsets; using repetitive hand and body movements; hearing and speaking sufficiently to accurately exchange and relay information, at times under extreme stress.
Confined, high-stress office environment with considerable distractions, involving shift work up to 12 hours per shift.
High school diploma, GED or equivalent, and two (2) years general clerical experience, including computer data entry and retrieval or two (2) years’ experience in a profession involving direct customer service and multi-tasking in a high energy environment, or two (2) years’ experience in emergency services. An Associate degree in a liberal arts field may substitute for required years of experience. Applicants must be able to type at 40 w.p.m. and be computer literate. Ability to obtain within one (1) year of date of hire and maintain the Washington State Public Safety Telecommunicator Certification. First Aid, CPR and ACCESS certifications within six (6) months of appointment; a background investigation must verify no prior criminal conviction or activity; incumbents must obtain an Emergency Medical Dispatch (EMD) certificate within one (1) year of appointment.
Bilingual in Spanish.
Employees are eligible the first of the month following the first day of employment.
Employees and all eligible dependents are covered for Medical, Dental, and Vision for only $231.03/month.
- Regence Blue Shield HealthFirst 250
- Kaiser (HMO) 200
eligible for H.S.A (City annually contributes $750 for an individual and $1500 for a family)
- Regence Blue Shield High-Deductible Health Plan (HDHP)
- Kaiser High-Deductible Health Plan (HDHP) HMO
Delta Dental of Washington PPO. $2,000 per year max; Class I, II and III no deductible. Orthodontia paid at 50% max lifetime payment of $1,500 per covered member.
VSP and AWC Plan B. Well Vision Exam every 12 months - $0 copay. Prescription glasses $10 copay, plus various allowances for frames, lenses, and contacts.
Employees are eligible the first of the month following the first day of employment.
City paid: $50,000 Basic Life Insurance and $50,000 AD&D coverage.
Employee Voluntary: Supplemental Life/AD&D and Long-Term Disability coverage available at low premiums.
Employees are eligible with their first paycheck upon enrollment. No vesting requirements.
The City will match an employee’s monthly contribution up to 3.5% of the employee’s monthly base rate of pay. Three options include Baker Boyer Bank - BPAS, MissionSquare, or the Washington State Deferred Compensation Program (DCP). Employee contribution options for pre‑tax and Roth.
AFSCME employees (except for Emergency Services Dispatchers) are members of the Public Employees Retirement System (PERS). The City and the employee both contribute toward the plan. PERS provides regular retirement and disability retirement benefits. Rates effective as of 07/01/2025. (www.drs.wa.gov)
Plan II
5.38%
5.58%
Plan III
Employee Choice
5.58%
(6 available options)
Emergency Services Dispatchers, hired after June 1, 2024, will be enrolled into Public Safety Employees’ Retirement System (PSERS) Plan 2 retirement program through DRS.
Plan II 6.91% 7.11%
- New Year’s Day
- Labor Day
- Martin Luther King Day
- Veterans Day
- President’s Day
- Thanksgiving Day
- Memorial Day
- Day after Thanksgiving Day
- Juneteenth
- Christmas Day
- Independence Day
On January 1, each employee shall be granted thirty-two (32) floating holidays. Employees hired during the year shall receive prorated floating holiday hours following their start date. Floating holidays must be used by year-end or will be forfeited.
Full-time employees earn vacation leave in increments as outlined below. Vacation leave may be used as accumulated after completion of the initial (6) six months of employment. As of December 31st, no employee shall have an accumulated amount of vacation leave in excess of 240 hours. Additionally, employees may elect to cash out up to forty (40) hours of vacation time each year, provided the employee has taken forty (40) hours of vacation during the preceding calendar year.
6.67 hours
10 hours
13.33 hours
16.67 hours
All Full-time Employees Earn 8 Hours Of Sick Leave Per Month To a Maximum Accrual Of 960 Hours. The City Also Offers a Sick Leave Cash-out Policy Of 25% Of Hours Over 960 At Year-end, And a Sick Leave Conversion Policy As Outlined Below
480 Hours
1.33 Hours per Month
720 Hours
2.67 Hours per Month
960 Hours
4.00 Hours per Month
AFSCME employees will be paid longevity pay as outlined below:
5 years of service
$40/per month
10 years of service
$50/per month
15 years of service
$60/per month
An employee's longevity shall be adjusted for periods of leave of absence without pay. Longevity shall be determined by continuous employment. Continuous employment shall be recognized as a period of employment without a break in service. All credit toward longevity shall terminate upon the employee's termination from City service, except for vacation accrual if an employee is rehired within one (1) year of separation.
The City has received the AWC WellCity Award since 2014, which provides a 2% reduction in health insurance premiums. The City's Wellness Committee promotes healthy lifestyles, wise consumption of health care services, and mental, spiritual, and physical well-being. This committee sponsors numerous activities to encourage personal and professional health.
An Employee Assistance Plan (EAP) is provided by the City to assist you and family members, providing counseling and treatment in such areas as stress, drug and alcohol abuse and family counseling.
In An Effort To Ensure All Employees Work Safe And Go Home Safe, We Expect Our Employees To Comply With All Applicable Safety Practices And Policies, Including Those Established By OSHA/DOSH/WISHA Regulations And By The City's Accident Prevention Plan. This Includes But Is Not Limited To Actively Identifying And Correcting Potential Hazards That May Affect Coworkers And Public Safety. All Employees Are Expected To Lead By Example To Promote a Positive Culture Of Workplace Safety Through Everyday Actions. The City Of Walla Walla Is Committed To Providing a Work Environment That
- Is free of all recognized hazards.
- Promotes safe and healthy tasks and workplaces.
- Values and encourages worker input in all jobs regarding task/facility enhancements.
- Is insistent on the full reporting and investigation of all incidents, i.e., injuries/ illnesses, property accidents and all near misses.
- Is performed by workers and supervisors, who are trained in all operational safety aspects of their jobs, (both mandated by the applicable Washington State requirements and those of the
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