Public Safety Telecommunicator (911 Dispatch)
City of Helena
Job Purpose The purpose of this position is to provide 24/7 emergent and non-emergent services to all of Lewis and Clark County. Public Safety Communicators (PSC) operate two-way radios, phones and various computer programs and equipment in response to police, fire, and medical emergencies, and relay critical information to emergency personnel. The Public Safety Communicator is responsible for fast, efficient and accurate receiving, dispatching and processing of calls and messages to and from various emergency personnel. PSCs provide efficient and effective customer service and support at all times. Essential Duties These job functions are the essential duties of the position and are not all-inclusive of all the duties the incumbent may be assigned. Duty 1: PSCs answers non-emergent and 911 emergency telephone calls. 45% Time Essential Tasks: Utilizes Computer Aided Dispatch (CAD) terminals, and auxiliary systems to disseminate information to law enforcement, fire departments, and emergency medical services. PSCs provide critical pre-arrival emergency medical instructions to members of the general public as needed. Processes abandoned 911 calls. Operates web-based services such as Text-to-911 and RapidSOS. Duty 2: Emergent and non-emergent requests are dispatched following established procedures, using two-way interoperable radios. 45% Time Essential Tasks: Verifies availability and location of on-duty law enforcement units, status of all fire departments and readiness of local ambulance services. Monitors multiple radio channels. Updates law enforcement, fire, and medical responders. Evaluates radio requests based on severity and determines a course of action. Duty 3: Verifies and/or inputs data into numerous computer systems. 10% Time Essential Tasks: Responsible for monitoring the Criminal Justice Information Networks (CJIN) for incoming information and disseminating it to appropriate personnel. Enters and/or removes records into CJIN, such as wanted persons, missing children, and property. Retrieves a variety of law enforcement data and reports. Work Schedule Days of week: Varies Hours of work: Varies Knowledge, Skills and Abilities Essential Knowledge, Skills and Abilities Related to this Position - Knowledge of: Modern computer equipment and software. Principles and processes for providing fast and efficient, customer service. Skill or ability to: Learn new computer skills and software in a timely and efficient manner. Perform in a stressful, multi-tasking environment and respond rationally regardless of the crisis. Work variable hours, overtime, and rotating days off as required. Speak clearly with a well-modulated, professional and calming voice using proper grammar and choice of words. Establish a positive working relationship with all emergency service personnel and the general public. Understand and/or decipher individuals who are difficult to understand due to situational factors, such as intoxicated, mental health related, hysterical, angry, etc. License and/or Certificate Requirements Must possess a valid driver's license with acceptable driving record at the time of hire and have the ability to obtain a valid MT driver's license within six months of hire. Obtain CJIN/NCIC certification (State of Montana) Obtain Public Safety Basic Telecommunicator certification (State of Montana POST) CPR certification (American Heart Association approved) Emergency Medical Dispatch certification (EMD) Minimum Qualifications (Education, Experience, and Training): This position requires a minimum of high school graduation or equivalent, AND at least one year of employment operating computer systems and providing customer service to a diversity of individuals. Other relevant combinations of education and work experience may be evaluated on an individual basis.