Hybrid Emergency Services Dispatcher na City of Pueblo, CO

About the Department

The Emergency Services Dispatcher is a FLSA non-exempt entry-level position under the general supervision of the Emergency Services Dispatch Supervisor.  This position performs critical public contact and communication work necessary for dispatching police, fire, and emergency medical services to emergency and non-emergency situations.  As the first point of contact with the public via the emergency 911 lines and other telephone lines, the employee must obtain information from callers who may be injured, confused, hysterical, frightened, or abused.  The position requires employees to work in highly stressful, emergency situations where injury or death of individuals might occur as a result of an error.

This job description is an overview and is intended to describe the general nature and level of work being performed.  It is not intended to be an exhaustive list of all the functions and tasks required of the position.

Position Duties

ESSENTIAL FUNCTIONS:

• Operates a multi-line telephone system to answer emergency and non-emergency calls for service
• Operates and communicates through multiple radio transmitters and receivers
• Calms, negotiates, advises, and otherwise communicates with callers to obtain necessary and accurate information
• Simultaneously processes information without sacrificing speed and accuracy
• Determines appropriate nature of calls and assigns the predetermined codes and priority necessary for proper emergency service response
• Monitors location, status, and needs of police, fire, medical and other emergency personnel by use of radio, telephone, computer, logs, and other means
• Simultaneously uses multiple monitors associated with the Computer Aided Dispatch (CAD) system
• Provides emergency medical assistance to the public by telephone
• Updates and dispatches information as it is received; retrieves necessary information including driver’s licenses, vehicle registrations, warrants, etc. through a variety of computer sources
• Maintains required forms and logs

• Performs related duties as assigned
• May perform other duties as assigned, of similar classifications of an equal or lower pay grade 

• Hear and distinguish between multiple levels of sounds, frequencies, tones, and tones of voice
• Speak clearly with excellent articulation, proper professional language, and appropriate tone and volume level
• Manual dexterity to operate radio, telephone, and computer equipment
• Sit for extended periods of time in front of a computer terminal
• Clear vision and the ability to distinguish between various colors

Minimum Qualifications

Must have knowledge of:

• Pueblo City and County streets, locations and landmarks
• Basic filing procedures
• Superior customer service principles and skills

• Pueblo City and County streets, locations and landmarks
• Basic filing procedures
• Superior customer service principles and skills

• Learn and abide by department policies, practices, techniques, and methods required to perform the essential functions
• Prioritize calls (emergent/non-emergent)
• React with an appropriate sense of urgency
• Operate multi-frequency 2-way radio and multi-line telephone systems while maintaining composure and room awareness
• Operate a computer system terminal with multiple screens, related office equipment, and computer-aided software programs to access and enter information through the use of word processors, spreadsheets, and/or databases
• Work consistently well under pressure to manage excessively stressful situations without compromising job performance or mental and physical efficiency, including excellent organizational skills to manage work time properly in light of heavy workloads, and the ability to gather pertinent information quickly and accurately, detect and correct errors, and perform multiple competing tasks simultaneously when necessary
• Distinguish directions
• Listen to, read, and understand applicable rules, policies, procedures, laws, correspondence and memoranda  
• Accept discipline and constructive criticisms, and comply with verbal and written instructions
• Effectively train, coach, and mentor all job requirements to new dispatchers
• Provide good customer service to and communicate effectively, both orally and in writing, with diverse persons or groups, including superiors, City personnel, other agencies, the general public, and others contacted in the course of work.  In absence of face-to-face involvement, this includes effectively listening to and transmitting information in an understandable, accurate and helpful manner, while demonstrating consistency, courtesy, personal integrity, high moral standards, empathy/sensitivity. and a professional demeanor 
• Elicit mission-essential information from upset and irate callers, and maintain a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened
• Provide medical assistance to callers by using a standardized system of processing emergency calls utilizing structured interrogation and pre-scripted instructions 
• Use good judgment and act decisively in handling emergency and stressful situations, assessing problems and situations in a timely manner, anticipating needs, evaluating alternatives, and appropriately using available resources with expediency
• Display self-motivation, loyalty, and commitment to the Department and the City of Pueblo, and show the willingness to take initiative and act in a dependable and mature manner
• Promote an atmosphere that embraces cooperation, a positive attitude, diversity, integrity, trust, respect, and teamwork by being empathetic, caring, patient, enthusiastic, polite and professional
• Work a variety of shifts that are in the same office type setting
• Perform all duties in a safe manner and in accordance with organizational values, policies, and procedures  

Other Qualifications

If hired, you must be able submit proof of your legal right to work in the United States.  All persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.  The City does not sponsor work visas.