Communications Dispatcher I (APD E911)

City of Atlanta•Atlanta, GA

4d•Onsite

About The Position

Performs radio communication dispatch and telecommunication duties for the Atlanta Police Department. Works under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks. Duties include but are not limited to receives and processes calls from the public in the 911 Center. Determines the nature and location of the emergency and passes information to the appropriate dispatcher for action (fire, police, medical, other public safety). Provides information and instructions to the caller depending on the emergency circumstances. May remain in communication with the caller if needed for liaison. Keeps notes, recordings, records, etc. as required.

Requirements

High school diploma or equivalent required.
6 months experience in customer service or other direct customer contact work required.
Must successfully pass a communications dispatcher performance test which includes the ability to receive, retain, and process emergency information.
Must pass a background investigation.
Must meet the requirements of the Police Officer Standards and Training for a Communications Officer within six months of appointment.
Must maintain certification of same will in the classification.
Must be willing to perform shift work.

Nice To Haves

High school diploma plus 1-2 years of work experience in a call center, security office, or related.
Will be required to obtain GCIC, Telephone Cardiopulmonary Resuscitation (T-CPR), Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD), and Emergency Medical Dispatch (EMD) within 6 months of employment.
Must complete 10 hours of Continuing Education Units (CEU) as instructed by Training.
Must complete and maintain First Aid/CPR certification.
May be required to attain and maintain certifications specific to assigned unit as a condition of continued employment.
Applicants must be flexible to work various shifts, nights, weekends and holidays.
May be required to attain and maintain certifications specific to assigned unit as a condition of continued employment.

Responsibilities

Performs multiple tasks simultaneously; takes appropriate action when presented with a stressful life/death situation; remains calm under all circumstances.
Answers multiple telephone lines; handles all 911 calls within the Atlanta Police Department jurisdiction and processes information for dispatching as required or transfers calls to appropriate agencies.
Communicates effectively and coherently with all callers to address public safety needs and provide responses as required.
Maintains contact with distressed callers until officers' arrival to assist; calms caller and takes control of conversation.
Works assigned shifts.
Contacts various utility companies to resolve problems such as gas detection, power failures, etc.; contacts telephone companies for assistance in obtaining address of distressed callers.
Maintains field unit status at all times to ensure safety of police officers and firefighters performing activities including working accidents, hazardous incidents, traffic control, pursuits, calls in progress, working incidents, etc.
Communicates effectively and coherently over law enforcement and police radio channels initiating and responding to calls; issues case numbers; notifies others, such as animal control, wreckers, cabs, and utilities, when services are requested/required.
Dispatches emergency calls for Atlanta Fire Rescue Department and provides communications support to all Atlanta Fire Rescue units engaged in emergency and non-emergency activities.
Provides the general public with directions and referrals, answers to citizen complaints and concerns, and any other information requested regarding the community or situation.
Determines correct location and which units to dispatch on calls; confirms field units are responding as requested and in a timely manner.
Notifies agencies required to handle incident ambulance, fire, public utilities, etc.
Notifies supervisor of critical situations and of problems with communications equipment.
Maintains current field and code manuals, policy and procedures, employee handbooks, various maps, etc., for reference and/or review.
May perform general administrative duties as replenishing various forms, making copies, forwarding information to various departments, performs other administrative clerical tasks assigned by supervisor.
Uses an operator's control console, automatic number and location identifier boxes and telephones when receiving emergency and non-emergency calls; operates call playback equipment recording all calls; may change recorder tape and clean the unit.
May operate telecommunications device for the deaf and various radio devices for communications.
Responsible for monitoring a web-based platform to manage emergency and/or non-emergency entries via text, photo, and video, and efficiently accessing and relaying multi-media content pertinent to police, fire, or medical response.
Utilizes a computer, printer, etc., to enter, store and retrieve data, to type in/dispatch calls and to disseminate information to others on the system using knowledge of various software programs in an effective and efficient manner.
This position requires certifications in Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD) and Emergency Medical Dispatch (EMD) to assess and determine the proper response to various emergencies.
Exercises judgment and initiative in dispatching emergency calls and other requests.
Uses independent judgment and discretion in the handling of emergency situations, determining and deciding upon procedures to be implemented, maintaining standards, and resolving problems.
Follows standardized procedures and written instructions; however, must make immediate decisions within protocol about the nature and severity of the emergency and effectively communicate that information to dispatchers.
May provide coaching to newer employees.
May oversee temporary or contract workers as needed.
May perform other duties as assigned.