Communications Dispatcher I

City of Atlanta•Atlanta, GA

1d•$21

About The Position

Performs radio communication dispatch and telecommunication duties for the Atlanta Police Department. Duties include, but are not limited to: communicating effectively with city and county police officers, units, and EMS personnel, and maintaining their status to ensure safety; answering multiple telephone lines and dispatching as required; handling emergency and fast-paced situations; providing the general public with information and assistance; and maintaining a variety of records, files, and logs. Works under direct supervision and follows standard procedures and written instructions to accomplish assigned tasks. These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. Performs multiple tasks simultaneously; takes appropriate action when presented with a stressful life/death situation; remains calm under all circumstances. The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Requirements

Knowledge of dispatching and communication systems and local law enforcement practices, policies, and procedures.
Knowledge of techniques and procedures used in operating emergency communications equipment.
Knowledge of customer service standards and best practices.
Knowledge of terminology, principles, and methods utilized within the department.
Skill in listening and communicating exceptionally to effectively convey information verbally and in writing.
Skill in operating computers with demonstrated proficiency in a variety of applications and software.
Skill in empathetic listening techniques.
Ability to speak with a clear well-modulated voice.
Ability to remain calm under pressure and stressful working conditions during heavy workload and emergency related calls.
Ability to speak English rapidly, clearly, and concisely.
Ability to dispatch and handle emergency calls on a continuous basis under time constraints.
Ability to simultaneously communicate, interpret communication, and accurately enter data into a computer system.
High school diploma or equivalent required.
6 months experience in customer service or other direct customer contact work required.
Georgia Crime Information Center (GCIC) certified and certification by the Georgia Peace Officer Standards and Training Council as a Communications Officer (P.O.S.T) preferred
Applicants must pass a communications dispatcher performance test measuring the ability to receive, retain, and process emergency information.
Applicants must obtain a Georgia Crime Information Center (GCIC) certification and certification by the Georgia Peace Officer Standards and Training Council as a Communications Officer within six months after appointment
Applicants must be flexible to work various shifts, nights, weekends and holidays.

Nice To Haves

One (1) year call center experience in a fast-paced work environment preferred
Bilingual (English/Spanish) preferred.

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 or transfers the call to appropriate agency; handles other calls appropriately and updates call lists.
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.
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.
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.
May oversee temporary or contract workers as needed.
May perform other duties as assigned.