Emergency Telecommunicator

Calhoun County Consolidated Dispatch Authority•Marshall, MI

4d•Onsite

About The Position

The Emergency Telecommunicator (dispatcher), under the general supervision of the Executive Director, Deputy Director, and Supervisors, receives, processes, and dispatches 9-1-1 and non-emergency calls for police, fire, and emergency medical services. The position requires maintaining a customer-service attitude and handling high call volumes and stressful situations professionally. The dispatcher uses Computer Aided Dispatch (CAD), radio, telephone, and other communications equipment to gather and relay incident information and coordinate responses. After completing Emergency Medical Dispatch (EMD) training and certification, the dispatcher may provide approved pre-arrival medical instructions to callers. The role also includes operating LEIN, handling non-emergency inquiries, supporting and training dispatch staff as assigned, maintaining equipment or arranging repairs, controlling access to the Center, participating in community education activities, and assisting with candidate interviews. The telecommunicator serves as the on-duty warning coordinator, disseminates public warnings according to established procedures, makes decisions about unusual situations, and performs clerical, janitorial, and other assigned tasks. The position requires a high school diploma or equivalent, specified certifications and training, and at least two years of experience as a telecommunicator in a 911 Center. Work takes place in a secure dispatch center operating 24 hours a day, 365 days a year. Employees must be able to work 12-hour shifts, weekends, holidays, overtime (including mandatory overtime), and scheduled days off when emergencies require.

Requirements

High school diploma or equivalent.
At least two years of experience as a telecommunicator in a 911 Center.
Complete LEIN operator certification, CPR, Emergency Medical Dispatch (EMD) certification, and Emergency 9-1-1 Service Standards of Training as adopted in Michigan.
Maintain certifications through continuation training every two years as mandated, including EMD and CPR certification and Michigan Emergency Telecommunicator training standards.
Ability to understand, follow, and relay concise, complex instructions orally and in writing.
Ability to remain calm, professional, and accurate in emergencies and stressful situations; handle crises and multitask effectively.
Ability to use tact and diplomacy and communicate professionally and politely with people from varied social, economic, and cultural backgrounds.
Willingness and ability to work varied shifts, weekends, holidays, overtime, mandatory overtime, and scheduled days off in emergencies.
Pass an extensive background investigation.
Ability to legally operate a motor vehicle.
Ability to operate telecommunications equipment and accurately type at a proficient speed.
Ability to enter and retrieve information using a computer terminal and read documents, maps, computer printouts, and other printed and graphic materials.
Ability to withstand prolonged periods of sitting and function in a stressful work environment.
Clear speaking voice; visual acuity to read, proofread, complete forms, and distinguish colors; and hearing acuity meeting NENA/APCO public safety telecommunication standards.
Manual dexterity to use an alphanumeric keyboard and mental capacity to analyze data, apply logic, exercise sound judgment, and make sound decisions.
Ability to maintain confidentiality and effective, positive working relationships with employees, agencies, and the general public.

Responsibilities

Receive incoming emergency and non-emergency calls, determine the service needed, classify and prioritize complaints, and establish incident circumstances and location.
Enter call information into Computer Aided Dispatch (CAD), listen for background noises, and provide emotional support and hysteria management.
After EMD training and certification, provide callers with pre-arrival medical instructions using approved protocols and medical dispatch cards.
Dispatch police according to jurisdiction and relay call details and safety information by radio.
Monitor police radio transmissions, track traffic stops and unit statuses, take appropriate action, and provide street-location guidance to officers.
Dispatch fire departments according to jurisdiction, relay incident information, and notify appropriate departments when mutual aid is requested.
Dispatch medical units as directed by Medical Control, coordinate unit times in CAD, monitor traffic, and render assistance as needed.
Operate the LEIN computer, process officer queries, relay responses, and advise officers of wanted responses, cautions, and special broadcasts.
Handle non-emergency calls and refer callers to appropriate agencies when possible.
Train new dispatchers as assigned and evaluate their progress and ability to work independently.
Perform minor equipment maintenance or notify the appropriate authority when repairs are needed.
Control access to the Center, allowing entry only to employees and authorized persons.
Participate in community and other agencies’ education and promotional activities.
Assist with dispatcher candidate interviews and contribute to the final selection process.
Serve as on-duty warning coordinator and monitor and disseminate public warning information according to established plans and procedures.
Make decisions in unusual situations and when questions arise within the Center.
Perform clerical and janitorial support and other tasks assigned by management.
Attend required training or seminars, which may involve travel, and maintain required certifications and training standards.