Under general supervision, receives public calls for emergency services and broadcasts orders to patrol, fire and other units in vicinity to investigate or otherwise respond, and relays instructions or questions to and from remote units in a clear, concise and calm manner in public service to the citizens of Will County. Utilizes Global Positioning System (GPS), Geographical Information Systems (GIS), Computer Aided Design (CAD), P25 Radio System, Next Generation 9-1-1 Telephone System, and related software to verify location of caller and provide directional assistance to first responders.
MAJOR DUTIES/PERFORMANCE MEASURES:
- Operates all radio consoles and ancillary equipment providing appropriate command, control and support information to public safety responders.
- Dispatches law enforcement, fire, and EMS personnel in adherence with established policies and procedures.
- Tracks and documents current status of personnel and equipment dispatched.
- Answers incoming emergency calls for service and obtains required information for a safe, efficient emergency response.
- Enters all information regarding the incident into the Computer Aided Dispatch System.
- Provides self-help pre-arrival instructions to callers with established dispatch protocols.
- Answers non-emergency and administrative calls for service, obtains pertinent information from the caller and responds to requests for information or makes referrals as appropriate.
- Operates the LEADS computer system; providing support to authorized public safety personnel and agencies in accordance with local, state and federal regulations.
- Occasionally enters wanted/missing persons and stolen articles and guns into LEADS and local record system.
- Maintains various forms, logs, dispatch related information, teletype messages, reports and other files and records according to established procedures.
- Maintains awareness of surrounding activities in the communications center involving other Telecommunicators and provides appropriate backup assistance as needed.
- Assists with trouble-shooting and maintenance of console equipment and workstation furniture.
- Participates in special projects and assignments that are directly related to the mission operations and/or maintenance of the center when necessary.
- Performs other duties as directed or as the situation dictates.
- Must possess a high school diploma or equivalent, and one (1) year experience; or equivalent combination of education, training and experience to successfully perform the essential functions of the job.
- Must type a minimum of thirty-five (35) words per minute.
- Must be able to work a minimum of twelve (12) hours per day but not to exceed sixteen (16) hours in any given 24-hour period.
- Must obtain LEADS certification within a time frame as established by the employer and maintain throughout the duration of employment.
- A work history with a strong customer service background and multi-tasking is preferred.
- Previous public safety telecommunications experience is desirable.
- Strong working knowledge and skill in Microsoft Word and Excel.
- Expected to understand telecommunication technologies and how they interrelate to provide effective 9-1-1 communication services.
- Knowledge and/or the ability to learn street locations and common places in Will County, and surrounding communities and to read maps to determine exact locations for dispatch.
- Ability to learn the operation of the Communications Center equipment, including, but not limited to, input and retrieval procedures for the Computer Aided Dispatch system, LEADS computer system, the enhanced 911 system, and the geographical mapping system.
- Ability to learn policies, operating procedures and methods utilized in the operations of the Communications Center.
- Ability to communicate clearly and effectively, both orally and in writing.
- Ability to perform job duties efficiently while managing frequent interruptions.
- Ability to deal tactfully and efficiently with the general public, governmental officials, law enforcement, fire and EMS agencies, supervisors and co-workers.
- Ability to maintain a courteous and professional demeanor when dealing with the general public, all public safety personnel and coworkers.
- Ability to respond rapidly, effectively, and exercise sound judgment in emergency situations, maintain the emotional composure necessary to organize work and maintain a high level of productivity during periods of stress or high activity.
- Ability to handle and maintain information of a confidential and sensitive nature.
- Ability to perform duties with a keen sense of accuracy and attention to detail.
- Ability to follow oral and written instructions.
Reports to Shift Supervisor, Training and Quality Assurance Manager, Deputy Director and Director Works with Law enforcement, fire, ambulance services, and various other public safety agencies and organizations, local, state and federal officials, the general public, businesses and community groups. Work is generally performed indoors in an office setting. An incumbent must have the ability to work overtime when required to meet staffing levels, varied shifts, holidays and weekends. While performing the essential duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee is required to be able to talk concisely and hear clearly. The employee is also required to have excellent vision, with or without corrective lenses.