Dispatcher I

York County•Yorktown, VA

About The Position

Performs specialized emergency radio and communications work for the York-Poquoson-Williamsburg-James City County Regional Communications Center. Provides emergency E911 dispatch services and coordinates responses for law enforcement, Fire & EMS, animal control, public utilities, and other services. Receives emergency and non-emergency requests through telephone, radio, in-person contact, and emerging next-generation 911 technologies; determines call priority and dispatches appropriate personnel, relaying relevant information and staying in contact with responding units. The role operates a computer-aided dispatch system, an 800 MHz radio system, and computer terminals connected to the Virginia Criminal Information Network (VCIN) and National Crime Information Center (NCIC). It obtains, records, and disseminates information; documents incidents and requests; prepares activity reports; assigns case numbers; and processes information such as missing persons, stolen vehicles, protective orders, wanted persons, and articles. The dispatcher may provide emergency medical instructions by phone until responders arrive. Other duties include monitoring County alarm systems and cameras, answering and logging calls on the National Warning System (NAWAS) and Surry Instaphones, supporting radio communications for surrounding PSAP agencies and local hospitals, keeping equipment malfunction logs, notifying vendors of repair needs, performing clerical work, maintaining business contact information, and inspecting equipment at the beginning of each shift. The position requires accurate auditory processing amid ringing telephones, multiple radio frequencies, conversation, and other background noise. This is a fast-paced, rotating-shift position. Employees are scheduled to work weekends and holidays, may be called back for overtime to maintain minimum staffing, and are expected to report for assigned duties during severe weather or emergency conditions. Employment is contingent on successful pre-employment criminal history and background checks.

Requirements

High school graduation and at least one year of work involving customer service, or an equivalent combination of experience that provides the required knowledge, skills, and abilities.
Ability to make quick decisions while maintaining composure, including in emergency situations.
Ability to deal effectively with staff, the public, and other agencies.
Ability to communicate effectively orally and in writing; speak distinctly, clearly, and concisely; and hear and understand radio and telephone transmissions and respond appropriately.
Ability to understand and follow directions.
Must successfully complete VCIN/NCIC certification, Hampton Roads Criminal Justice Dispatcher Academy, Emergency Medical Dispatcher Certification, and in-house Communications Officer I training.
Successful completion of pre-employment criminal history and background checks.
Ability to type at least 40 words per minute.
Some knowledge of County geography and the locations of significant buildings.
Some knowledge of personal computers and related software.
Ability to learn police, fire, and EMS dispatch procedures and new procedures and information related to wireless emergency customer-service technology.
Ability to acquire the skills needed to operate remote controls for County video surveillance cameras.
Physical ability to operate equipment including computer terminals, radios, and copiers; work is primarily sedentary, with occasional walking or standing.

Responsibilities

Receive emergency and non-emergency calls and requests for assistance by telephone, radio, in person, and emerging next-generation 911 technologies.
Determine the nature and priority of calls and dispatch the most appropriate and closest available responders.
Relay pertinent information to responding units, remain in contact, provide additional information, and respond to their requests.
Coordinate responses and services with law enforcement, Fire & EMS, animal control, public utilities, other public safety jurisdictions, and local hospitals.
Operate the computer-aided dispatch system and 800 MHz radio system, and use VCIN- and NCIC-connected terminals to obtain, enter, and process information.
Accurately obtain, record, and disseminate emergency and non-emergency call information; document incidents and requests, prepare activity reports, and assign case numbers.
Provide emergency medical instructions by telephone until dispatched personnel arrive.
Monitor County alarm systems and cameras, answer and log NAWAS and Surry Instaphone calls, and maintain awareness of emergency personnel locations and activities.
Serve as a radio communications and malfunction contact for surrounding PSAP agencies and local hospitals; log issues and notify vendors for repairs.
Perform clerical duties such as typing and filing, and help maintain accurate contact information for businesses.
Inspect equipment at the start of each shift and report equipment or computer malfunctions to the shift leader.
Work assigned rotating shifts, including scheduled weekends and holidays, and report for duty during severe inclement weather or emergency conditions; be available for overtime call-backs as needed.