Emergency Services Dispatcher

Emergency Services Dispatcher Location Pueblo, CO : DESCRIPTIVE STATEMENT: The Emergency Services Dispatcher is a FLSA non-exempt entry-level position under the general supervision of the Emergency Services Dispatch Supervisor. This position performs critical public contact and communication work necessary for dispatching police, fire, and emergency medical services to emergency and non-emergency situations. As the first point of contact with the public via the emergency 911 lines and other telephone lines, the employee must obtain information from callers who may be injured, confused, hysterical, frightened, or abused. The position requires employees to work in highly stressful, emergency situations where injury or death of individuals might occur as a result of an error. This is an overview and is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all the functions and tasks required of the position.
DUTIES & RESPONSIBILITIES: ESSENTIAL FUNCTIONS: Operates a multi-line telephone system to answer emergency and non-emergency calls for service Operates and communicates through multiple radio transmitters and receivers Calms, negotiates, advises, and otherwise communicates with callers to obtain necessary and accurate information Simultaneously processes information without sacrificing speed and accuracy Determines appropriate nature of calls and assigns the predetermined codes and priority necessary for proper emergency service response Monitors location, status, and needs of police, fire, medical and other emergency personnel by use of radio, telephone, computer, logs, and other means Simultaneously uses multiple monitors associated with the Computer Aided Dispatch (CAD) system Provides emergency medical assistance to the public by telephone Updates and dispatches information as it is received; retrieves necessary information including driver's licenses, vehicle registrations, warrants, etc. through a variety of computer sources Maintains required forms and logs IMPORTANT FUNCTIONS: Performs related duties as assigned May perform other duties as assigned, of similar classifications of an equal or lower pay grade PHYSICAL REQUIREMENTS: The physical standards an employee must meet in order to perform the essential job duties with or without a reasonable accommodation include:
Hear and distinguish between multiple levels of sounds, frequencies, tones, and tones of voice Speak clearly with excellent articulation, proper professional language, and appropriate tone and volume level Manual dexterity to operate radio, telephone, and computer equipment Sit for extended periods of time in front of a computer terminal Clear vision and the ability to distinguish between various colors KNOWLEDGE, SKILLS & ABILITIES: Must have knowledge of:
Pueblo City and County streets, locations and landmarks Basic filing procedures Superior customer service principles and skills Must have the skill and ability to: Learn and abide by department policies, practices, techniques, and methods required to perform the essential functions Prioritize calls (emergent/non-emergent) React with an appropriate sense of urgency Operate multi-frequency 2-way radio and multi-line telephone systems while maintaining composure and room awareness Operate a computer system terminal with multiple screens, related office equipment, and computer-aided software programs to access and enter information through the use of word processors, spreadsheets, and/or databases Work consistently well under pressure to manage excessively stressful situations without compromising job performance or mental and physical efficiency, including excellent organizational skills to manage work time properly in light of heavy workloads, and the ability to gather pertinent information quickly and accurately, detect and correct errors, and perform multiple competing tasks simultaneously when necessary Distinguish directions Listen to, read, and understand applicable rules, policies, procedures, laws, correspondence and memoranda Accept discipline and constructive criticisms, and comply with verbal and written instructions Effectively train, coach, and mentor all job requirements to new dispatchers Provide good customer service to and communicate effectively, both orally and in writing, with diverse persons or groups, including superiors, City personnel, other agencies, the general public, and others contacted in the course of work. In absence of face-to-face involvement, this includes effectively listening to and transmitting information in an understandable, accurate and helpful manner, while demonstrating consistency, courtesy, personal integrity, high moral standards, empathy/sensitivity. and a professional demeanor Elicit mission-essential information from upset and irate callers, and maintain a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened Provide medical assistance to callers by using a standardized system of processing emergency calls utilizing structured interrogation and pre-scripted instructions Use good judgment and act decisively in handling emergency and stressful situations, assessing problems and situations in a timely manner, anticipating needs, evaluating alternatives, and appropriately using available resources with expediency Display self-motivation, loyalty, and commitment to the Department and the City of Pueblo, and show the willingness to take initiative and act in a dependable and mature manner Promote an atmosphere that embraces cooperation, a positive attitude, diversity, integrity, trust, respect, and teamwork by being empathetic, caring, patient, enthusiastic, polite and professional Work a variety of shifts that are in the same office type setting Perform all duties in a safe manner and in accordance with organizational values, policies, and procedures MINIMUM QUALIFICATIONS: In addition to the knowledge, skills, and abilities listed above, the candidate is required to have the following by date of application:
A high school diploma or GED The following qualifications are highly preferred: At least one (1) year of successful demonstrated experience in a fast-paced customer service work environment that includes multi-tasking, significant public contact, and multi-line telephone communications At least one (1) year of successful demonstrated experience using computers and computer-related equipment Call Center or related experience Experience with shift work Illegal drug usage, as described below, at the time of application may be cause for disqualification: Any use of marijuana within 1 year prior to the date of application; And/Or Any usage of any illegal drugs other than marijuana (i.e. heroin, cocaine, LSD, amphetamines, steroids, or other illegal drug as defined in schedules I through V of Section 202 of the Controlled Substances Act) within two (2) years prior to the date of application. SPECIAL REQUIREMENTS: Candidates must be willing to submit to the following post-conditional job offer requirements: Comprehensive background investigation Polygraph Psychological examination Drug screening Physical examination Attendance of a 2-hour orientation in the City of Pueblo Communications Center CritiCall 911 Public Safety Dispatcher Pre-Employment Test (must pass both the Overall Non-Data Entry and Overall Data Entry (2826 keystrokes-per-hour KPH) sections of the exam). Individual will be exposed to highly stressful emergency situations where injury or death may occur as a result of an error. May be required to work in a seated position for extended periods of time, with limited mobility in a highly-structured environment. The successful candidate(s) for this position must: Be able to achieve Emergency Medical Dispatch (EMD) certification through the International Academies of Emergency Dispatch (IAED) within nine months of employment. Be able and willing to work 8- or 10-hour varied shifts, nights, weekends, holidays, and mandatory overtime. Able to meet attendance and punctuality standards as established by the Pueblo Police Department and the City of Pueblo. All required licenses and certifications listed above must be maintained throughout the term of employment. Failure to obtain or maintain licenses and certifications in addition to keeping the required knowledge, skills and abilities listed for this position may result in demotion or termination. Due to Federal and State Criminal Justice System access requirements, classifications that access and maintain criminal justice information may also be required, as a condition of employment, to not have been convicted of and/or have pending charges of a felony or misdemeanor crime that would deny or otherwise restrict access to criminal justice information. This requirement applies to all existing City employees as well as external candidates seeking to fill positions that meet the given criteria. BENEFITS: The City of Pueblo offers a very rich benefits packet! Click on the "Benefits" hyperlink at the top of this (online) job posting to view a summary of the benefits associated with this position. For a more comprehensive view on the lush benefits offered by the City, please go to CIVIL SERVICE EXAM: April 2, 2024 Please note that the Civil Service Commission may use a Training & Experience (T&E) evaluation of your application to establish an eligibility list for this classification. BENEFITS PACKAGE FOR FULL-TIME CLASSIFIED EMPLOYEES The City of Pueblo offers a comprehensive benefits package for full-time classified positions , delivering quality and value to meet the diverse needs of our workforce. From paid holidays and personal holidays to accruing vacation time, City employment lets you plan for your future, stay healthy and maintain a quality work/life balance for you and your family. As a PERA member, you contribute a percentage of every paycheck to PERA in exchange for a lifetime defined benefit, or pension. Comprehensive and affordable benefit plans for medical, dental, vision, life insurance and a variety of other optional products to meet your health and wellness needs. The City offers opportunities for professional growth with annual salary increases and potential promotional opportunities and lateral movement within the City. Many employees also enjoy benefits such as step-up pay, overtime, bilingual pay, longevity pay, and more. The Employee Assistance Program (EAP) provides important employee support services. Paid leave and time off are provided for vacation, sick, holidays (10), personal days (2), FMLA, funeral and injury leave.