Public Safety Dispatcher – Full-Time - Town of Duxbury

Position Title:  Public Safety Dispatcher – Full-Time

Department: Regional Old Colony Communications Center

Position Grade: 1

Pay Rate: $27.29 - $33.29 per hour in four steps

Contract:  Regional Old Colony Public Safety Dispatcher’s Union

Schedule: Rotation of four on two off, with availability for nights and weekends required

Reports To:  Dispatch Supervisors, Public Safety Dispatch Deputy Director and Public Safety Dispatch Director

Shift Differential for Eve and Overnight Schedule. 

Stipends for College Degrees and Special Assignments

County Retirement System

Educational and Growth Opportunities

Team Atmosphere with Supervision and multiple dispatchers on duty 24/7

Work conducted in new state of the art facility with cutting edge technology.

Schedule: Rotation of 8-hour shifts following a four day on two day off pattern, with availability for nights and weekends required as assigned by the Director. Shift work consisting of three operational periods (0800-1600, 1600-0000, 0000-0800)

Reports To: Dispatch Supervisors, Public Safety Dispatch Deputy Director and Public Safety Dispatch Director

Nature of Work: Dispatchers receive routine and emergency telephone calls and deploy appropriate response units for the Towns of Duxbury, Halifax, Hanover, Hanson, Plympton and Rochester, and serve as the communication point for several county and statewide specialized response teams. Dispatchers must be able to rapidly and accurately take notes, organize and record log entries, and fill out report forms. Must notify employees and agencies/entities as appropriate to the call and per departmental policy.

Supervision Required:  Reports directly to the Public Safety Dispatch Director. Works under the general supervision of the Lead Dispatchers and Director along with the Duxbury Fire Chief.

Supervisory Responsibility:  The dispatcher does not have supervisory responsibility over other personnel.

Confidentiality:  Employee has regular access at the departmental level to a wide variety of confidential information including citizen communications and records, criminal investigations, and court records.  Confidentiality must be maintained with regard to this information in accordance with Departmental Policy, State and Federal Laws, and the Public Records Act.

Accountability:  Consequences of errors or poor judgment could severely jeopardize department operations and the delivery of public safety services, have adverse public relations, and/or have extensive financial and legal repercussions to the town, property damage, personal injury, and/or loss of life.

 Judgment:  Guidelines may be in the form of administrative or organizational policies, general principles, legislation, or directives that pertain to a specific department or functional area.  Extensive judgment is required to accomplish objectives or to deal with new or unusual situations within the limits of the guidelines or policies.

Complexity:  The work consists of the practical application of a variety of concepts, practices, and specialized techniques relating to a professional or technical field.  Assignments typically involve evaluation and interpretation of factors, conditions, and unusual circumstances; evaluating compliance with established policies or criteria; gathering, analyzing and evaluating facts, evidence, or data using specialized fact-finding techniques; and determining the methods to accomplish the work.

Nature and Purpose of Public Contact:  Employee interacts constantly with co-workers, the public and groups or individuals who have conflicting opinions or objectives, diverse points of view or differences where skillful questioning is required; one on one relationships with a person(s) who may be under severe stress, where gaining a high degree of communication may be required to obtain the desired effect.  Excellent communication and customer service skills are required involving courtesy, tact, and diplomacy in resolving complaints or concerns of the public and in carrying out the required functions of the position.

Essential Functions: The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or logical assignment to the position.

1. Operates Police, Fire, and County radio transmitter/receivers.

2. Maintains computerized logs of calls for service, walk in complaints, reports and any public safety services rendered.

3. Must become and remain certified with the State CJIS system, in house computer systems, including entering of missing persons and vehicles, stolen property, driver and vehicle queries, warrant management system, and all aspects of the online Criminal Justice Information systems such as but not limited to OpenFox and Web 3.0.

4. Must become and remain certified with the State 911 Department and successfully pass all necessary in-service training.

5. Must be able to monitor multiple radio frequencies and communications with public safety personnel.

6. Maintains in-house records and filing systems within the guidelines of the Department, performs clerical duties as required to assist public safety personnel with the completion of their reports and correspondence.

7. Must be capable of prioritizing incoming calls and dispatch accordingly.

8. Must notify other agencies (police, ambulance, fire, tow companies, medical examiners, etc.) based on call information, and work effectively with these agencies in emergency situations according to department policy.

9. Must maintain a constant state of alertness as to the status of all cruisers and fire apparatus on duty.

10. Must be capable, after training, of giving competent pre-arrival instructions up to and including CPR instructions, in the event of emergency situations such as fatal car accidents, hazardous material incidents, homicides, civil disturbances, domestic material incidents, homicides, civil disturbances, domestic violence situations, natural disasters, structure fires, etc. Failure to maintain certification as an Emergency Medical Dispatcher will result in loss of position.

11. Acquires a thorough knowledge of the location and layout of the streets, buildings, parks, housing complexes, and other significant areas of the communities served and neighboring jurisdictions to maximize accuracy and speed of dispatches.

12.Must respond to all complaints in a calm and civil matter. Customer Service is paramount to the success of a Public Safety Dispatcher.  Our customers include our police and fire partners as well as the general public.

13. Keeps personnel who have been dispatched on calls fully informed of all facts affecting the safety and efficiency of their response to the call.

14. Maintains equipment, especially the emergency call line, and reports immediately any malfunction to the Supervisory staff.  

15. Shall use plain English language when dispatching calls.

16. Must be able to conduct conversation via radio and telephone in clear concise terms, familiar with law enforcement, as well as fire department response terminology, in a clear and professional manner and in compliance with FCC regulations.

17. Presents a neat, clean, business-like appearance and be willing to comply with Department uniform standards and policies.

18. Must comply with the Department Manual, including all Department Rules and Regulations, Policies and Procedures, General Orders, Training Bulletins, Memos, Directives and Supervisor Orders.

19. Performs any other duty and assignment as may be assigned by the Director, or other designees as it relates to Public Safety Dispatch position.

20. Designated Training Officers perform training duties for newly hired staff, and continuing education for all Public Safety Dispatchers and conduct Quality Assurance measures as directed. Loss of 911, EMD, CJIS certification will result in loss of job.

Recommended Minimum Qualifications: Dispatchers must be at least 18 years of age, a high school graduate, and must pass a simulated performance examination (online), background examination, and criminal history check, medical examination, and drug testing. Must have the ability to answer phones and operate several radio systems in a professional manner, to think clearly in a crisis situation and to act independently and with good judgment. Must also be willing and able to handle shift work including overnight hours, weekends, and occasional mandated overtime. Dispatchers must have or obtain NextGen 911 certification, EMD certification, CJIS certification, and APCO PST1 or equivalent.

Knowledge:  Comprehensive knowledge of current principles, practices, laws, statutes, codes, ordinances and department rules and regulations relating to dispatch functions.

Abilities:  Ability to deal effectively and diplomatically with governmental agencies, coworkers, other town employees, and the public, often in highly stressful situations.  Ability to carry out required duties and responsibilities firmly, professionally, and impartially.  Dispatchers must be mentally and physically able to read, remember, interpret, and understand operating procedures and oral commands.  Proficient computer skills. 

Skill:  Excellent oral and written communication skills; excellent organizational skills and delivery of services skills. Ability to read, write and speak clearly and give clear directions over the radio and phone.

Work Environment:  Work environment requires a high degree of individual tolerance to combinations of extremely unpleasant elements or mental stress from urgent time and attention demands of the utmost priority. 

Occupational Risk:  The position does not entail unusual occupational risk.  The job requirements are primarily in an office dispatch setting.

Physical and Mental Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to sit, talk, hear, use hands to handle or feel objects; and reach with hands and arms.  Regularly sits, stoops, crouches, kneels, and climbs.  Specific vision abilities required include, close and medium distance vision, and ability to adjust focus and distinguish colors.  Frequently lifts up to 30 pounds.  Strenuous physical effort is not required in this position.

Motor Skills:  Duties involve close hand and eye coordination and physical dexterity.  Manipulation and motor control under stressful conditions.

Visual Demands:  Visual demands include constantly reading on a computer, for general understanding and for analytical purposes.