EMERGENCY SERVICES DISPATCHER

City of Walla Walla; Washington; On-site; USD 42,000 - 62,000; Full time

Job summary

City of Walla Walla is seeking an Emergency Communications Dispatcher to manage 911/911-like calls, gather critical information, and dispatch fire, police, and EMS units. You will monitor radio frequencies and provide essential EMS instructions by phone.

The role requires strong multitasking, typing speed, and the ability to work in a high-stress environment 24/7. Training will cover state requirements and CAD systems.

Qualifications

• High school diploma or GED with 2 years clerical or high-energy customer service experience.
• Ability to type 40 wpm and operate computer systems.
• Ability to obtain WA Public Safety Telecommunicator Certification within 1 year of hire.

Responsibilities

• Receive and prioritize emergency and non-emergency calls and interrogate to gather information.
• Dispatch units and maintain radio contact with field personnel.
• Maintain CAD log and enter incident data accurately.
• Provide Emergency Medical Dispatch instructions by phone.
• Serve as first contact for dissemination of public information.

Skills

Typing 40 wpm

Multitasking

Radio dispatch

Emergency communication

Education

High school diploma or GED

Associate degree substitution

Tools

CAD system

Radio equipment

Job description

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.

SUPERVISION RECEIVED

General direction and oversight are provided by an Emergency Services Dispatch Supervisor.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Employees of the City of Walla Walla are expected to model and foster the City’s core values:Service – Integrity – Collaboration – Equity – Leadership - Community
2. 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.
3. 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.
4. Dispatch appropriate units or provide appropriate information as required, while simultaneously maintaining radio contact with and the status of field units.
5. Maintain computer aided dispatch (CAD) record log of all calls.
6. Maintain radio contact with units on assignment.
7. Enter information received from radio or telephone into CAD system accurately and quickly.
8. 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.
9. Enter wanted persons, stolen vehicles, and other information into law enforcement information networks.
10. Send, receive, and disperse information by computer, teletype, telephone, or other methods.
11. Provide Emergency Medical Dispatch (EMD) first aid and CPR instructions by phone according to established procedures.
12. Perform typing and other general clerical functions as required.
13. Perform multiple tasks simultaneously.
14. Serve as first point of contact for dissemination of public information from diverse agencies including Public Works, Schools, Social Services, Hospitals, Emergency Management, etc.
15. Develop and maintain a basic working knowledge of general state laws and local ordinances as they pertain to questions from the general public.
16. May serve as a presenter for Public Education tasks.
17. May serve as a trainer for other Dispatch personnel.

OTHER JOB FUNCTIONS

1. Demonstrate punctual, regular, and reliable attendance which is essential for successful job performance.
2. Present a positive, professional image; maintain cooperative and effective working relationships; assure excellent customer service with internal and external customers.
3. Execute assignments, projects, and job responsibilities efficiently and within defined timeframes,work independently and effectively with little direction.
4. Demonstrate good judgment and employ critical thinking to execute duties, identify issues, seek solutions, and recommend improvements in support of departmental goals.
5. Provide assistance to staff and higher-level management; participate in resolving operational or interpersonal concerns; participate in training, meetings, and on committees as assigned.
6. Respect the value ofdiversityin the workplace and the community.
7. Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Correct English usage, grammar, spelling, punctuation, and vocabulary.
2. Modern office practices, procedures, and equipment.
3. Computer operation and use of application programs.
4. Emergency Medical Dispatch (EMD), telephone first aid and CPR techniques.
5. Type 40 words per minute.
6. Hear and understand radio transmissions.
7. Communicate effectively in writing.
8. Speak clearly and concisely and communicate effectively orally with persons in a variety of emotional states.
9. Perform multiple tasks simultaneously.
10. Learn radio broadcast procedures and rules.
11. Learn to read and interpret maps and determine locations of incidents.
12. Learn to operate and use all mechanical/electronic equipment used to support the dispatch function.
13. Learn ambulance, fire, and law enforcement terminology.
14. Work cooperatively with others and exercise good judgment while under extreme stress in emergency situations.
15. Ability to work in a 24/7 work environment, including holidays.

TOOLS AND EQUIPMENT USED

Modern office practices, procedures, and equipment; computer operation and use of application programs.

PHYSICAL DEMANDS

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.

WORK ENVIRONMENT

Confined, high-stress office environment with considerable distractions, involving shift work up to 12 hours per shift.

REQUIRED MINIMUM QUALIFICATIONS

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.

DESIRED QUALIFICATIONS

Bilingual in Spanish.