Listing Summary

JOB SUMMARY

This position is responsible for receiving emergency calls and dispatching the right services to assist.

MAJOR DUTIES

• Receives emergency calls on a multi-line telephone system. Collects all needed information from caller to determine which type of Public Safety is needed.

• Monitors and dispatches on multiple radios.

• Tracks emergency vehicles and on duty personnel at all times. Ensures that all Public Safety Responders have the most updated information.

• Testifies in court if needed.

• Receives and transfers nonemergency calls to other departments.

• Trains new employees as needed.

• Determines and assigns the level of priority of the call and enter the data into a computer aided dispatch system for radio dispatch purposes.

• Asks questions to interpret, analyze, and anticipate the caller’s situation to resolve problems, provides information, dispatches emergency services, or refers callers to other agencies.

• Maintains wrecker log by rotating wreckers out and sending them to the correct location.

• Monitors weather stations and relaying the weather information to all Public Safety Personnel.

• Develops policies and procedures for CJIS network operations (TAC).

• Maintains CJIS network related documents such as: operations manual, council rules, updates and revisions, operation bulletins, broadcast messages related to CJIS network, and current agreements (TAC).

• Formulates and maintains quality assurance objectives complementary to agency policies and goals (TAC).

• Serves as the point of contact for validations and all other GCIC/NCIC network related matters (TAC).

• Dispatch mutual aid to surrounding counties or agencies for Fire, EMS, and Law Enforcement.

• Maintains and updates Livestock Book so that 911 can call possible owners in the area when animals are out.

• Keeps up to date on all Certifications and training as required.

• Prepares agency records for audit cycle.

• Coordinates agency’s response to any noncompliance issues noted in the audit.

• Monitor adherence to resulting compliance efforts.

• Disseminates notices to agency staff.

• Performs daily test pages for Fire and EMS also updating them on Road closures and or Hospital Diversions for EMS.

• Writes or updates Dog Bite Forms and informs Animal Control as well as the Health Department.

• Performs related duties.

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of Computer Aided Dispatch and related software applications.

• Knowledge of or the ability to learn telephone and radio operating requirements and techniques.

• Knowledge of protocols and procedures of law, fire, and EMS, departmental and county policies and related federal, state, and local guidelines.

• Knowledge of GCIC/NCIC certification requirements and training methods.

• Knowledge of or ability to learn the street system and geography of the County.

• Knowledge of record keeping and filing techniques.

• Knowledge of or ability to learn codes and alpha numerics.

• Knowledge of police codes and law enforcement terminology.

• Skill in oral and written communication.
• Skill in interpersonal relations.

• Skill in supervision.

• Skill in reading maps.

• Skill in receiving detailed information while dispatching vital information to Emergency Medical Service personnel.

• Skill in maintaining calm and remaining levelheaded in stressful situations.

• Skill in showing care for the caller while asking investigative questions.

• Skill in providing excellent customer service.

• Skill in accurate typing at a reasonable speed.

• Skill in using good judgement and decision-making.

• Skill in organization.

• Skill in developing and maintaining cooperative and professional relationship with fellow employee, other departments, and supervisors.

SUPERVISORY CONTROLS

The E911/EMA Deputy Director/E911/EMA Deputy Director assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include Call Taker Training guide, Harris County 911 Communications Operation Manual, law dispatcher guidelines, fire dispatch/first responders procedures and protocols, emergency medical services procedures and protocols, GCIC/NCIC Council Rules, and Harris County Board of Commissioners Employee standard operating procedures.  These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of related clerical, customer service and emergency dispatch duties. Uncertainty and dynamics within the emergency calls contribute to the complexity of the position.

• The purpose of this position is to receive emergency calls and to dispatch the right services to assist. Success in this position contributes to effective and efficient operations of the 911 Center.

CONTACTS                                                                

• Contacts are typically with 911 Communications Officers, Sheriff’s Office, Police municipalities, Emergency Medical Services, Fire personnel, administration personnel, surrounding law agencies, Georgia Forestry, Georgia DNR, Animal Control, alarm companies, Harris County Water Department, Georgia Power, Commissioners Office, RPSS/Solar Com Tech, SSI, wrecker services, and Department of Transportation.

• Contacts are typically to provide services, resolve problems, , and to give or exchange information.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed typically at a desk while bending, crouching, or stooping. The employee occasionally lifts light objects.

• The work is typically performed in a noisy. The employee is exposed to dust, dirt, and grease.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.  

MINIMUM QUALIFICATIONS

 

• High school diploma or equivalent required; and

 

• More than two years of related experience required; or

 

• Any equivalent combination of education, experience, and training which provides the knowledge, skills, and abilities to perform the work.

 

• Possession of or ability to readily obtain GCIC/NCIC certification.