Communications Dispatcher I (APD E911)

City of Atlanta•Atlanta, GA

7h•Onsite

About The Position

Performs radio communication dispatch and telecommunication duties for the Atlanta Police Department. The role involves communicating with city and county police officers, units, and EMS personnel; monitoring their status to support safety; answering multiple telephone lines; dispatching as needed; handling emergency and fast-paced situations; assisting the public; and maintaining records, files, and logs. The position works under direct supervision and follows standard procedures and written instructions. The dispatcher also supports Atlanta Fire Rescue emergency and non-emergency communications and exercises judgment when dispatching emergency calls and responding to other requests. Applicants must pass a communications dispatcher performance test. After appointment, they must obtain Georgia Crime Information Center certification and Georgia Peace Officer Standards and Training Council Communications Officer certification within six months. The role requires flexibility to work various shifts, nights, weekends, and holidays. Evening and overnight shifts receive shift differential pay.

Requirements

High school diploma or equivalent.
Pass a communications dispatcher performance test measuring the ability to receive, retain, and process emergency information.
Obtain Georgia Crime Information Center (GCIC) certification and Georgia Peace Officer Standards and Training Council certification as a Communications Officer within six months after appointment.
Be flexible to work various shifts, nights, weekends, and holidays.
Knowledge of dispatching and communication systems and local law enforcement practices, policies, and procedures.
Knowledge of techniques and procedures for operating emergency communications equipment.
Knowledge of customer service standards and best practices, and of terminology, principles, and methods used within the department.
Strong listening and verbal and written communication skills.
Proficiency operating computers and a variety of applications and software.
Skill in empathetic listening.
Ability to speak with a clear, well-modulated voice and to speak English rapidly, clearly, and concisely.
Ability to remain calm under pressure and stressful working conditions, including heavy workloads and emergency calls.
Ability to dispatch and handle emergency calls continuously under time constraints.
Ability to communicate and interpret information while accurately entering data into a computer system.

Nice To Haves

Georgia Crime Information Center (GCIC) certification and Georgia Peace Officer Standards and Training Council certification as a Communications Officer (P.O.S.T.) preferred; both certifications must be obtained within six months after appointment.
Six months of experience in customer service or other direct customer contact work preferred.

Responsibilities

Perform multiple tasks simultaneously and remain calm while taking appropriate action during stressful life-or-death situations.
Answer multiple telephone lines, handle 911 calls within Atlanta Police Department jurisdiction or transfer them to the appropriate agency, handle other calls appropriately, and update call lists.
Maintain field unit status to support the safety of police officers and firefighters working accidents, hazardous incidents, traffic control, pursuits, calls in progress, and other incidents.
Communicate over law enforcement and police radio channels, initiate and respond to calls, issue case numbers, and notify service providers such as animal control, wreckers, cab companies, and utilities when needed.
Dispatch emergency calls for Atlanta Fire Rescue and provide communications support to its units during emergency and non-emergency activities.
Provide the public with directions, referrals, responses to complaints and concerns, and other requested information about the community or situation.
Contact utility companies to resolve issues such as gas detection and power failures, and contact telephone companies for help obtaining the address of distressed callers.
Exercise judgment and initiative when dispatching emergency calls and handling other requests.
Use independent judgment and discretion to handle emergencies, determine procedures, maintain standards, and resolve problems.
May oversee temporary or contract workers as needed.
Perform other duties as assigned.