Town of Middlebury

Town of Middlebury

JOB DESCRIPTION

Title: Police Dispatcher Date: September 1, 2004

Department: Police Reports To: Sergeant

Definition and Distinguishing Characteristics

This is responsible work providing primarily communications support for the police department. Work involves interaction with people through a variety of means- radio and telecommunications systems, electronic media, and personal contact. The dispatcher is generally the “gateway” to police service and in many cases town government and other entities as well. Therefore, the impression of and confidence in the police department and municipal services is in a large part dependent on the communication skills and presence of the dispatcher.

Work is performed in accordance with department values, rules and regulations; in conformance with local, state, and federal laws as well as established standards and precedents.

Work is performed in an environment that is oft times high stress, requiring the management of multiple tasks and the coordination of service providers. While generally guided by established practices, the dispatcher must exercise considerable judgment in the performance of duty. Decisions and tasks performed by the dispatcher can impact the safety and well being of the community as well as the police officers and others relying on dispatch for support. The dispatcher must remain composed and in self-control in all situations, and treat people with tact, respect, and dignity no matter what the situation is.

In addition to communications tasks, the dispatcher must maintain logs and other data and provide auxiliary records maintenance and some clerical support.

Working Conditions

Work is performed under the auspices of the sergeant. Work is generally performed on one of two eight-hour shifts between 7 a.m. and 11 p.m. Monday-Saturday, irrespective of holidays and weekends. (Part-time dispatchers are generally assigned 8-hour shifts on Saturdays, 7 a.m. – 3 p.m. or 3 p.m. – 11 p.m., and occasionally special shifts as needed). Work may be assigned at other times based on the needs of the department. Work involves considerable contact with the public and requires patience, tact, and composure in dealing with the wide variety in the nature and diversity of contacts. Work is both dynamic in dealing with immediate needs for service, and static in providing information. Work involves exposure to confidential information, protected by various laws and codes of ethics. Performance is evaluated by the sergeant.

Knowledge, Skills, and Abilities – Essential Tasks

Basic Tasks

· Communicate using the telephone both vocally and with text

· Receive and transmit vocal radio messages

· Receive and transmit data and text messages on a variety of electronic media

· Receive and process requests for information and services, emergency and non-emergency, from a variety of sources, i.e. in-person, radio, facsimile transmissions, data and text, and telecommunications systems.

· Manage multiple telephone, text, and radio calls simultaneously

· Query persons seeking services in both emergency and non-emergency situations, to provide them recommendations and obtain information necessary to process the request.

· Monitor and track on-duty police officers and other units under the purview of dispatch.

· Maintain a log of radio and telephone activity

· Maintain, as needed, records and files

· Initiate entries into the dispatch and records management system; assign case numbers, ensure proper coding of activity records

· Enter data, search for and retrieve information and data from the department dispatch and records systems as well as the state and federal systems

· Monitor text messages and radio communications from local schools, the Department of Public Works, and other public safety agencies, take action as needed

· Assign and coordinate appropriate responders when made aware of a need for services

· Receive and route messages as they apply.

· Make referrals to appropriate agencies

· Provide geographic directions in the Middlebury and Addison County area on request.

· Provide information on request, or make referrals, in so far as possible, on activities, events, and conditions, in the Middlebury area.

· Provide information on other municipal services.

· Maintain confidentiality with respect to privileged records and police activities.

· Manage filing systems and resource materials

· As needed, prepare casework for court transmittal and other clerical tasks as assigned.

· Perform other work as needed related to public safety dispatch

Essential Tasks and Abilities

· Speak, listen, and comprehend written and spoken English language

· Communicate vocally with others

· Operate manual telephone equipment

· Operate computer keyboard

· Operate electronic paging equipment

· Operate multi-function radio console

· Operate computer printers

· Operate digital logging recorder

· Lift objects up to ten (10) pounds

· Ability to remain seated for long periods of time

· Ability to work in a closed, cloistered environment for up to 16 hours at a time.

· Ability to speak clearly and calmly in a well modulated voice at all times

· Ability to tolerate considerable stress and remain in self control in a high stress environment

· Ability to successfully multi-task and to manage and organize multiple events at one time

· Ability to learn and retain information on geographic locations, roads, and landmarks in the Middlebury area

· Ability to read and comprehend written text messages; department directives and policies; and other documents

· Ability to learn and apply dispatch procedures and practices

· Ability to deal with other employees and the public in a tactful, respectful, courteous manner.

· Ability to learn and apply in-house software systems

· Organizational skills are required to manage documents, messages, and other materials in a dynamic environment

Minimum Requirements

Graduation from a standard senior or vocational high school; GED or equivalent

Minimum age of 18 years

Availability of reliable transportation to the police station

Good moral and ethical background with a reputation for integrity and working cooperatively with others

Non-user of tobacco products

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