Dispatcher: 911 Communications

Sarpy County•Papillion, NE

1d•Onsite

About The Position

Responsible for receiving, prioritizing, and processing emergency and non-emergency calls for service in a fast-paced 24/7/365 environment. With regular attendance, this position serves as a critical link between the public and emergency response personnel.

Requirements

High school diploma or G.E.D.
Work experience in customer service, telecommunications, or a call center environment.
Have and maintain a valid Driver’s License, as well as meet eligibility requirements of “acceptable driving standards” as defined by the County.
Must be at least 18 years of age at time of application.
Must be able to obtain and maintain CPR, EMD, and NCIC/NCIS certifications within the first year of employment.
Must satisfactorily complete the Sarpy County Communications training and evaluation program.
Effective communication and interpersonal skills for interacting with diverse individuals.
Ability to multi-task, prioritize, and manage time effectively.
Proficiency in using the Microsoft Office Suite and other software related to data management, communication, and other common business processes.
Ability to follow established policies and procedures for confidentiality while adapting to evolving privacy standards and technologies.
Ability to build and maintain positive relationships within a team.
Knowledge of geographic layout, streets, landmarks, and jurisdictions within the service area.
Knowledge of emergency communications, operations, procedures and public safety protocols.
Skill in remaining calm and making sound decisions in high-pressure and rapidly changing situations.
Skill in actively listening, gathering critical information, and prioritizing emergency and non-emergency calls.
Skill in multitasking while monitoring multiple radio channels, telephone lines, and computer systems simultaneously.
Skill in maintaining attention to detail and accuracy while working under stressful conditions.
Ability to respond quickly and appropriately during emergency and crisis situations.
Ability to interpret and apply departmental policies, procedures, and communication protocols.

Responsibilities

Question callers to ascertain location and nature of incident including law enforcement related matters, fire, or EMS; extract relevant information; determine response needed; and dispatch field units using computer-aided dispatch (CAD) system.
Follow established protocols and standard operating guidelines to quickly and independently determine appropriate action.
Utilize effective communication techniques to calm and reassure frightened, hysterical, or angry callers in order to obtain accurate and necessary information.
Maintain radio communication with first responders by monitoring unit status, anticipating operational needs, responding to requests for assistance, relaying critical information and messages to and from emergency scenes, assessing active and evolving situations, coordinating necessary support services, and communicating with outside agencies or departments requiring notification.
Use emergency medical dispatch protocols while EMS units are en route giving pre-arrival instructions.
Correspond with other departments to confirm warrants and/or exchange other necessary information.
Update and/or remove records from applicable database including stolen items and/or vehicles, and/or wanted and missing persons.
Consistently seek opportunities to enhance departmental operations, improve efficiency, streamline processes, reduce response times, and collaborate effectively with others to provide high-quality service and support.
Maintain accurate records, logs, recordings, and documentation of calls, incidents, and telecommunicator actions.
Maintain confidentiality of sensitive medical and personal information in compliance with applicable regulations and policies.
Perform other duties as assigned.