911 Call Taker/Dispatch – Temp

General Statement of Duties

Examples of Duties Performed – Duties may include but are not limited to the following

Call-Taking and Initial Response Activities:

• Answers incoming 9-1-1 and non-emergency telephone calls for police, fire, ambulance, and/or other requests for assistance for Central Lane County area.
• Performs initial complaint screening by asking key questions, obtaining pertinent information from callers, clarifying information, provides information or instructions, refers caller to proper public resource or agency as appropriate, evaluates and prioritizes emergency calls and correct response.
• Deals with a variety of incidents and callers, which may involve calming emotionally upset citizen, handling irate and abusive citizen calls, and assisting people who speak a different language or use the telecommunication device for the deaf. Transfers call or information to another agency if appropriate.
• Transmits information to a dispatcher when appropriate and completes complaint/dispatch forms.
• Provides pre-arrival emergency medical and incident assistance while waiting for dispatched unit(s) to arrive at incident scene. This includes using the emergency medical dispatch references (for incidents such as cardiac arrest, child birth, and Heimlich maneuver), and other crisis handling instructions (such as fire, threats to personal safety, property damage, and instructions while incidents are in progress).
• Operates computer terminal equipment for entering and receiving data, checks departmental and other agency files for pertinent information as required, performs general clerical duties, including data entry, preparation of records, forms, and daily activity logs.

• Functions as fire/emergency medical services and/or police dispatcher using computer-aided (CAD) dispatching system and/or radio transmission to dispatch routine and non-routine public safety assistance requests to appropriate channels, such as police, fire, medical personnel, and/or other appropriate agencies using a multi-line computerized phone system and radio control consoles.
• Determines appropriate personnel and resources to dispatch to incidents, may handle multiple and overlapping incidents at same time requiring the coordination of several emergency services units and coordinates when more than one unit is required to respond to incident. Dispatches for additional equipment as needed.
• Works in team situation with call-taker or other dispatchers receives information on emergencies dispatched to and from co-workers.
• Stays in contact with and monitors location of various police, fire and emergency units maintains information and keeps current on activities of multiple units.
• Receives requests for information from law enforcement field units and uses various computerized and non-computerized reference tools to provide assistance remains available as resource to dispatched unit(s) throughout incident.
• Receives and relays information to/from other public safety organizations may coordinate mutual aid requests from adjoining jurisdictions.
• Notifies other service agencies such as road maintenance, public works, signal and light maintenance, animal control, as necessary.

• Transmits emergency bulletins via computer or teletype.
• Maintains accurate record of information and calls received or dispatched records shift activities
• Maintains status of equipment reports to shift Communications Supervisor needed radio, telephone or equipment repairs.
• Studies and maintains familiarity with major roads, streets, industrial plants, public buildings and the general geographic locations of cities, towns and landmarks of Lane County.
• Maintains familiarity with local resources and public services.
• Testifies in court as required.
• Briefs next dispatcher of previous shift activities.
• Attends scheduled in-service training.
• Performs other duties as required.
• To view detailed information on the duties, knowledge, and abilities that may be expected for this position, please see the classification: Communications Specialist – Temp

Qualifications

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes with relevant transferrable skills from a variety of sources and experiences. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

When screening your application, the City will consider an equivalent combination of relevant education and experience which provides the applicant with the knowledge, skills, and abilities required to meet minimum qualifications for this position.

MINIMUM QUALIFICATIONS:

• LEDS (Law Enforcement Data System) Certificate

• Techniques, procedures and methods used in the operation of a public safety communications center and the dispatching process.
• Appropriate laws and regulations impacting dispatching protocols and possible liabilities while dealing with dispatching incidents, including Oregon Revised Statues, Oregon Motor Vehicle Code, Municipal codes &amp ordinances, and emergency medical dispatch protocol.
• Proper radio techniques and procedures (including FCC and FAA regulations as they pertain to dispatch)
• Basic police, fire, and emergency medical dispatch procedures and protocols basic hazardous material criteria.
• Departmental incident and response procedures for police, fire and emergency situations, and appropriate emergency response ranking of incidents.
• Operation of communications center equipment, such as two-way radio, computer terminal and multi-line telecommunications equipment.
• On-line computerized resource systems, such as AIRS/LEDS/NCIC, their use protocols and codes, and the use of back-up systems.
• Terminology and procedures used by police, fire, medical, and other emergency services in communications dispatching.
• Geography and address system of City and Lane County, and jurisdictional boundaries.
• Function of City departments, other public service agencies and community agencies available in the area of emergency services, and policies and procedures of intra-agencies, such as rural fire districts.

• React quickly, efficiently and calmly in an emergency situation and adopt an effective course of action.
• Assess precise and timely information lead distressed callers through instructions appropriate to the incident and obtain necessary information.
• Think quickly and clearly during routine or emergency activities and make sound decisions based on available, and often limited, information.
• Enter calls rapidly and precisely with the minimum required information.
• Dispatch public safety equipment in a quick and efficient manner.
• Handle multiple tasks while listening to/relaying/evaluating critical information in high stress and routine situations and perform multiple tasks efficiently, appropriately and simultaneously.
• Recall important details during multiple calls and keep track of the active calls during the shift.
• Coordinate activities between line personnel and outside agencies.
• Relay information exactly as received and speak clearly and distinctly in a well-modulated and pleasant voice.
• Listen and paraphrase effectively.
• Work efficiently with public and co-workers.
• Maintain professionalism at all times and with all types of callers.
• Take control of a situation, through a decisive but courteous manner.
• Understand and follow verbal and written instructions.
• Operate call-taker/dispatching equipment and related equipment, including mainframe computer and windowing terminals, multiple telephone lines, headset and microphone, double-reel 24-hour tape recorder, telecommunication for the deaf, back-up systems, micro-processor controlled radio consoles, security video monitor and security locks/alarms, computer printers, and teletypes.
• Type proficiently and accurately.
• Work evenings, nights, weekends and/or holidays.

Supplemental Information

What to Expect from our Selection Process: Applicants are screened based upon their relevant knowledge, abilities, skills, experience, and training. The selection process varies according to the position and can include such things as screening of supplemental questionnaires, written or skill tests, ability or fitness tests, interviews, and assessment processes. In addition, background investigations and records checks may be required. Some positions also require applicants to have a psychological evaluation and/or physical examination and a drug test prior to employment. Marijuana use is evaluated consistent with current state law regulations.

DRUG SCREEN, HEARING TEST and VISUAL ACUITY TEST – as required by the Department of Public Safety Standards and Training (DPSST). To view the standards set by DPSST for certification, please visit DPSSTs website and view Oregon Administrative Rule 259-008- 0011.

Diversity, Equity, and Inclusion: The City of Eugene is committed to a respectful work environment. We value the cultural, educational, and life experiences of each employee. We believe that a diverse workforce enables us to deliver culturally responsive services to all members of our community. As part of our commitment to diversity, equity, and inclusion we desire to welcome, respect, and create a sense of belonging for a wide range of identities and experiences in our workforce. Women, people with disabilities, and persons of color are strongly encouraged to apply.

The City of Eugene complies with the Americans with Disabilities Act of 1990 . Any applicant with a qualified disability under the Americans with Disabilities Act may request accommodation by contacting an employment coordinator at (541) 682-5061.

In compliance with the Immigration Reform and Control Act of 1986 , the City of Eugene will request all eligible candidates who accept employment with the City to provide documentation to prove they are eligible for employment in the United States.