Senior Police Dispatcher en City of Citrus Heights, CA

About the Department

Under direction, provides lead direction to an assigned police dispatch shift in addition to fully performing dispatching duties; responsible for the dispatch center personnel, operational systems and procedures, policy interpretation, and implementation during an assigned shift; provides training to and assessment of assigned personnel; and performs the full range of dispatch and communications services as required.

Position Duties

Duties may include, but are not limited to, the following:

• Oversee, lead, and coordinate the activities of an assigned police dispatch shift; train and provide feedback for evaluations of dispatch staff; ensure adherence to established policies and procedures; ensure accurate and complete information and that incidents are dispatched in a timely manner, with appropriate resources.
• Maintain reference library of resource material, and ensure databases are updated.
• Participate in the development of policies and procedures; monitor work activities to ensure compliance with established policies and procedures; make recommendations for changes and improvements to existing standards and procedures.
• Respond to complaints from citizens regarding dispatch operations; research complaints and gather related paperwork or archives of applicable data correspondence.
• Receive emergency  reports from the public requesting police service; determine nature, location and priority of calls and dispatch units accordingly; transfer calls to appropriate agency in accordance with established procedures; obtain and dispatch other support services; supply information to the public.
• Maintain contact with all units on assignment through computer aided dispatch; maintain computer records of all calls for service.
• Operate a variety of public safety communications equipment including, but not limited to, a multi-channel radio, 911 emergency telephone equipment, computer aided dispatch systems, instant recall recorders, paging and intercom systems, and other types of incoming data to the communications center.
• Operate computer terminals and teletype machine to enter, modify, and retrieve data such as stolen and recovered property, towed and stolen vehicles, missing and unidentified persons, citations, field interviews, driver license and vehicle registration information, and warrants on wanted persons; compose and transmit messages to other agencies.
• Retrieve information from state and national computer networks regarding wanted persons, stolen property, vehicle registration, stolen vehicles, restraining orders, criminal histories, parolees and other related information; relay information to officers in the field.
• Compile data and prepares reports of calls for service, equipment dispatched and disposition; perform a variety of difficult and technical police record keeping work.
• Copy recordings and transmissions or compile logs, per subpoena, criminal, or civil.
• Assist in other areas of police operations based on organizational need or workload distribution, including records, community service activities, property and evidence functions, and special assignments, as appropriate.
• Perform minor routine maintenance on department equipment including dispatch and general office machines; request service and repairs as necessary.
• Build and maintain positive working relationships with co-workers, other City employees and the public using principles of good customer service.
• Perform the full range of duties of assigned dispatch personnel.
• Perform related duties as assigned.

Minimum Qualifications

Knowledge of:

• Basic law enforcement theory, principles, and practices and their application to dispatch operations.
• Operations, services, activities and equipment provided/used in a public safety telecommunications and dispatch center, including computer aided dispatch systems.
• Law enforcement telecommunications systems; automated law enforcement information systems and procedures; and standard law enforcement information, communications, and record keeping terminology.
• Principles of leadership, mentoring, and training.
• Caller management, such as using call control techniques and tactics to elicit information quickly and accurately from challenged callers; calming techniques such as persistent repetition; utilization of the appropriate resources based upon the circumstances of the event. 
• Applications of various City and Police Department policies and procedures; pertinent local, state and federal laws, codes, ordinances, City functions, policies, rules and regulations; public records disclosure laws.
• Geographic features and locations within the area served.
• Customer service principles and practices.
• Professional computer use and methods.

Ability to:

• Intermittently review documents related to dispatching operations; observe, identify and problem solve incidents while dispatching; remember, understand, interpret and explain operational policies and procedures to the public and staff. 
• Operate a sophisticated workstation comprised of multiple computer systems, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, as well as communications systems such as radio dispatch consoles and recording systems. 
• Control radio traffic by monitoring radio channels, utilizing active listening and awareness techniques, acknowledging radio traffic, and complying with Federal Communications Commission regulations.
• Train dispatch personnel in current dispatch/communications and law enforcement information access techniques and methods, including City and departmental policies and procedures.
• Assess and provide documentation related to the progress and performance of assigned dispatch personnel.
• Assist with developing and administering a dispatch/communications training program, including preparation and maintenance of directive manuals and related training materials.
• Compile statistics on calls-received-for-service related to routine and special reports; test dispatch/communications equipment on a routine basis, document results, and provide recommendations.
• Respond to and resolve difficult and sensitive citizen inquiries and complaints; effectively communicate and elicit information from upset and irate callers; demonstrate a high ability to interact with all professional contacts with patience and a positive attitude.
• Communicate clearly, concisely, and effectively, both verbally and in writing; relay details accurately; actively listen, think and act quickly. 
• Remain calm, work under pressure, exercise good judgment, determine appropriate action, and make sound decisions in emergency situations.
• Use training and policies to screen requests for emergency services; answering them professionally, recognizing if a call is received from telephone, text, video, or an automated data feed. 
• Provide high quality, economical services to the Citrus Heights community, placing emphasis on responsive customer service.
• Demonstrate a civic entrepreneurial spirit by generating new, innovative ideas and developing better methods to accomplish tasks and complete projects.
• Foster an environment that embraces diversity, integrity, trust and respect.
• Be an integral team player, which involves flexibility, cooperation and communication.
• Establish and maintain effective working relationships with those contacted in the course of work; work with various cultural and ethnic groups in a tactful and effective manner

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying.  A typical way to obtain the required knowledge and abilities would be:

Experience:
Two years of journey level police dispatch experience similar to a Police Dispatcher II in the City of Citrus Heights.

Training:
Equivalent to the completion of the twelfth grade.

License or Certificate:

• May need to possess a valid California driver’s license and proof of automobile liability insurance as required by the position.
• Possession of California P.O.ST. Public Safety Dispatcher Basic Certificate or equivalent is required.

Other Qualifications

Physical Requirements and Working Conditions:
On a continuous basis, sit at a desk/console for long periods of time. Intermittently, twist and reach office equipment; write or use keyboard to communicate through written means; utilize the English language to give clear, oral instructions to incoming callers and public safety personnel in the field; clearly respond to incoming calls for assistance and information; monitor and relay public safety personnel responses over the radio; lift and carry weight of 15 pounds or less. 

Work is performed in an emergency communications center. The work level can fluctuate from minimal to fast paced and high volume. Employees in this class deal with crisis situations that require them to quickly make major decisions involving people, resources, and property with frequently limited direction. Employees must be able to cope in a safe manner with stressful situations, emotional callers, irate responders, and unprofessional contacts.

This position further requires employees to be available to work scheduled shifts at any time of the day including holidays. It may require short notice of overtime or holding over on a scheduled shift due to emergencies. 

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