Essential Duties and Responsibilities:
- Answer incoming 9-1-1, emergency, non-emergency and administrative phone calls in a prompt and courteous manner. Independently process and assess each call and dispatch the appropriate public safety response based on the urgency of the situation in line with policies and procedures.
- Initiate computer aided dispatch (CAD) calls for service as well as assign and dispatch the appropriate fire and/or EMS unit in a timely manner.
- Maintain and ensure a high level of confidentiality with regard to information obtained.
- Monitor and process alarms (burglar, fire, medical, etc.), dispatch the appropriate responders and provide notifications as required.
- Operate and maintain radio and telecommunication systems including, but not limited to: computer aided dispatch equipment, telephone systems, telecommunications device for the deaf (TDD/TTY), paging/notification systems, fax machines, computers and related accessories.
- Monitor various site security and camera systems, including station cameras
- Maintain logs, records and files as requested and required.
- The position involves working regular and irregular shift work and shift rotations necessary to provide 9-1-1 and public safety communications services 24 hours/day, 7 days/week, 52 weeks/year including weekends and holidays. Shifts are typically 12 hours in duration for full time and can range from 4-12 hours for part time, but could be extended to 14-16 hours in the event of emergency, disaster, staffing needs, workload or work in progress. Weekends and holidays are not guaranteed time off and shifts typically rotate.
- The location is well lighted and has minimal noise.
- This is a high volume, fast paced environment dealing with life threatening situations via telephone or radio.
- Must be able to remain in the Communications Center at a dispatch console for extended periods.
Tools and Equipment Used:
Equipment used includes, but is not limited to:
- Multi-line telephone systems
- TTD/TTY system
- Multi-frequency radio systems
- Multiple computers and monitors
- Computer aided dispatch (CAD) and records management software (RMS)
- Facsimile machine
- Copy machine
- Logging recorder
- Reverse communications software
- Emergency alerting siren
- Microsoft Office products
This position works in an office environment. Little physical strength and/or endurance required. Position requires repetitive motion, with substantial movement of the wrist, hands and/or fingers. Occasionally, job may require physical exertion such as lifting, stooping, reaching, walking, etc. Vision, hearing and speaking are required for use of written material, computer equipment, telephone systems and in-person communication, etc.
Required Minimum Qualifications:
The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education: Must possess a High School Diploma or equivalent.
- Experience: Prior call center, public safety or customer service experience is desired.
- Certification or License: Must possess a valid Law Enforcement Agencies Data System (LEADS) certification, CPR, Emergency Medical Dispatch certification and State of Illinois Emergency Medical Dispatch license within three (3) months of employment and annually maintain.
- Background Check: Employee must not have any felony convictions and will submit to an extensive criminal history and background check.
- Required Knowledge, Skills, and Proficiencies:
- Must be able to type 40 words per minute and provide proof of such.
- Have working knowledge of computers.
- Communicate effectively with the general public, co-workers and emergency service agencies both verbally and written.
- Ability to multi-task and prioritize.
- Ability to maintain confidentiality.
- Considerable knowledge of geographical territory that is covered by the Agencies of the Communications Center jurisdiction and adjacent areas.
- Ability to responsively and independently apply situational reasoning ability by exercising judgment and decisiveness in emergency situations involving a variety of pre-defined duties subject to frequent change.
- Ability to work in high stress conditions and maintain composure under adverse circumstances.
- Take control of situations while remaining polite.
- Ability to accept and provide constructive criticism.
- Use independent judgment in extremely critical and/or extraordinary risk situations.
- Ability to hear and understand two messages transmitted simultaneously.
- Speak clearly and distinctly.
- Work any shift assigned, including holidays and weekends.
- Work overtime.
The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and the job requirements change.
To Apply Contact:
Deputy Chief Ed Heinz