Summary:

This is the full journey level class within the Public Safety Dispatcher series performing the full range of dispatcher duties. Positions at this level are distinguished from the Public Safety Dispatcher I level by independent performance of the range of duties, applying well developed program area knowledge, training new employees, and implementing new procedures. Positions at this level are fully aware of the operating procedures and policies of the communications floor. Work is normally reviewed only on completion and for overall results. Positions in this class series are flexibly staffed and are generally filled by advancement from the “I” level or when filled from the outside, require prior experience. Advancement to the “II” level is based on administration’s judgment and/or certification or testing that validates the performance of the full range of job duties. Under the supervision of the Public Safety Dispatch Supervisor, (Public Safety Dispatcher II) performs a variety of duties involved in receiving, evaluating, prioritizing, and relaying calls for emergency and non-emergency public safety assistance; coordinates and dispatches emergency personnel; operates a variety of telecommunications equipment including radio, telephone, and computer aided dispatch systems; and performs a wide variety of specialized clerical duties involved in the preparation, maintenance, and release of materials related to public safety activities.

Essential Duties and Responsibilities: but not limited to:

1. Receive, classify, and prioritize all incoming calls to the dispatch center including 911 calls and business line calls received from citizens requesting service or information; evaluate response necessary as dictated by a given request for service, provide and relay information to and from the public.

2. Manage, question, calm and control callers, communicate with special needs callers, and communicate with callers from diverse demographic backgrounds; provide instructions to the caller to help guard their safety as well as others at the scene or provide other crisis management, prevention or negotiations as needed.

3. Following the required training and attendance at required classes, must be capable of providing “over the phone” emergency medical assistance (i.e. CPR, Choking etc.) based on “standardized” medical protocols.

4. Read maps and use Geographical Information Systems, printed maps, and other resources to pinpoint the exact location of the incidents reported, the callers, and responder’s locations.

5. Operate a computer aided dispatch system to create calls for service within response criteria guidelines.

6. Assign and dispatch appropriate emergency vehicles, equipment, and personnel in accordance with policies and procedures

7. Transfer calls to other appropriate agencies in accordance with established procedures; obtain and dispatch other support services as necessary.

8. Maintain contact with all units on assignment as a safety precaution; maintain status and location of field units; monitor multiple radio frequencies; relay emergency and non-emergency information to public safety personnel in the field; log all pertinent information for record keeping and legal reports.

9. Responsible for continual coordination and/or relaying all radio traffic between Federal, State, and local agencies and responders, which include various radio frequencies, tower locations, and radio procedures. The individual will maintain constant radio contact with some agencies while monitoring numerous others: provide assistance as necessary.

10. Operate computer terminals and teletype machines to retrieve information from local, state, and national computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles, restraining orders, criminal histories, parolees, and other related information; enter, modify, and retrieve data such as stolen and recovered property, towed and stolen vehicles, missing and unidentified persons, driver license and vehicle registration information, and warrants on wanted persons; compose and transmit messages to other agencies and relay information to officers in the field.

11. Understand and be proficient in policies, standard operating procedures, tactical and call-out procedures for all agencies, severe weather notifications, disaster/evacuation situations, aircraft disaster, search and rescue, manhunt, and many other special situations.

12. Understand and be proficient in policies and procedures in regards to emergency notifications systems (ENS) maintained or initiated by Benton County. Based on policy and monitoring of emergency situations, send appropriate ENS alerts via BCAlert, radio systems or paging systems and/or activate proper warning sirens and unlock shelters within Benton County.

13. Monitor certain Benton County security cameras and alarm systems, making proper notifications and correct actions in the event of an emergency, based on policies and procedures.

14. Provide other non-dispatch oriented services such as paging service for agencies after hours, addressing information request for the PA’s Office, after hours message service for the Sheriff’s Office, small city Police Departments, Juvenile Offices, Department of Human Services, Juvenile and Adult Probation Services, essentially after hours messaging service for all Benton County Departments.

15. Assist the Deputy Director of Training and Skill Assessment with training program updates and the creation of new training documents.

16. Assist in the identification of necessary training needs among staff.

17. Responsible for documentation of training progress with trainees.

18. Stand-in as “acting supervisor” in the event of a Public Safety Dispatch Supervisors absence.

19. Travel when required: Attend classes and conferences to gain certifications and knowledge of best operational practices.

20. Respond as requested and/or required to emergency situations in the field.

21. Maintain a clean work environment by conducting minor housekeeping duties such as wiping down workstations after each use, vacuuming, dusting, dishes, mopping, etc.

22. Other related duties as assigned.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Individuals must be flexible to work weekends, holidays, and all shifts. Individuals must submit to and pass a drug screen and have no disqualifying criminal history. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

A formal education equivalent to a high school diploma or GED is required.

Two [2] or more years of emergency communications or public service related experience preferred.

Knowledge of law enforcement, emergency management and response procedures, and the geography of Benton County preferred.

Certifications required Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), Emergency Telecommunicator Course (ETC), CPR, ACIC II, CJIS Security.

A Certified Training Officer certificate will be obtained within 6 months.

Working Relationships:

Must remain professional and courteous with personnel from all inter-county agencies, extra-county agencies and the public. This refers to all phone, radio, computer, and face-to-face contact. The “Public Safety Dispatcher II” will remember that he/she is a public safety representative of Benton County at ALL times, even off-duty.

Other Skills and Abilities: not limited to: The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

• Operations, services, and activities of a public safety communications and dispatch centers.
• Operational characteristics of modern public safety communications equipment including computer aided dispatch systems and multi-channel radio systems.
• Law enforcement and emergency service procedures for responding to and handling reported incidents and emergencies.
• Techniques of questioning for both emergency and non-emergency calls.
• Methods and techniques of receiving, prioritizing, and dispatching emergency and non-emergency calls for service.
• Functions of Benton County and Municipal public safety departments.
• Geographic features and locations within Benton County and surrounding areas.
• English usage, spelling, grammar, and punctuation.
• Modern office procedures, methods, and computer equipment.
• Pertinent federal, state, and local laws, codes, and regulations.
• Methods and techniques of telephone etiquette.
• Methods and techniques of conflict resolution.
• Principles and procedures of record keeping.

Ability to:

• Respond to and resolve difficult and sensitive citizen inquiries and complaints.
• Effectively communicate and elicit information from upset and irate callers.
• Speak clearly and concisely in an understandable voice via radio and telephone and in person.
• Hear and distinguish radio voice traffic within normal levels and over background noise.
• Make independent decisions that affect the safety of public safety personnel, citizens, and property such as those involved in determining the urgency of requests received and the appropriate action to take.
• Dispatch public safety units, supplemental agencies and resources quickly and effectively.
• Perform multiple tasks simultaneously.
• Operate a variety of telecommunications receiving and transmitting equipment including radio transmitting communication equipment, teletype equipment, and computer equipment.
• Operate specialized public safety computer systems and applications.
• Read and interpret maps and other navigational resources and give directions.
• Type and enter data accurately at a speed necessary for successful job performance.
• Work under pressure, exercise good judgment, and make sound decisions in emergency situations.
• Understand and follow oral and written instructions.
• Interpret, apply, and explain applicable federal, state and local policies, procedures, laws, codes and regulations including record retention and dissemination policies and procedures.
• Maintain composure, alertness and concentration while working for extended periods of time.
• Compile, maintain, process, and prepare a variety of records and reports.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

Physical Demands:

The physical demands described here are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the incumbent is regularly required to sit, reach with hands and arms, use hands to handle or feel objects/controls and talk or hear. The incumbent is occasionally required to stand and walk, stoop, kneel, and to lift and or move up to 50 pounds. The incumbent will operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Specific vision abilities required by this position include close any distance vision and the ability to adjust focus and distinguish color.

Work Environment:

The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions.

Must be able to travel when required and hold a valid Arkansas Driver’s License. Normal work is performed in an emergency communications center. Incumbents are required to work evening, night, weekend, and holiday shifts; incumbents may be called back or held over to maintain staffing levels. Emergency situations may require the employee to be exposed to nature’s elements and potentially dangerous environments.