9-1-1 Emergency Communications Dispatcher

About the role

Community Assisted Response & Engagement (CARE) is seeking applicants to answer our non-emergency and emergency 911 telephone lines. A competitive applicant would possess strong multi-tasking skills, knowledge of counseling, crisis management, the legal system, and social service agencies and the services they provide. These skills combined with extensive on the job training would be used to perform daily job duties and resolve most work problems. Contacts are primarily with the public via telephone for the purpose of responding to emergency and non-emergency requests for assistance and information.

Responsibilities

• Receive incoming calls and text messages from the public concerning emergency police, fire, or medical service needs or non-emergency assistance requests.
• Screen calls to determine the need for assistance, proper routing, and response to calls.
• Transfer calls to the non-emergency queue, radio dispatchers and other appropriate agencies or personnel.
• Generate emergency and non-emergency calls for service using a Computer Aided Dispatch system.
• Interview callers; complete case/criminal reports and issue case numbers.
• Respond to requests, including from people who may be hearing impaired, Deaf, deaf-blind, speech impaired, and/or who may communicate via limited English.
• Monitor several applications specific to call taking and dispatching.
• Re-contact callers who were disconnected or who were unresponsive during initial communications.
• Provide general information to callers including availability of services, jurisdictional limitations, program information and referral to appropriate departments or agencies.
• Demonstrate techniques in conflict resolution, mediation and negotiation, working in a high‑pressured, and structured environment.

Qualifications

• Verifiable education, training, and experience in general office and telephone communication functions and