Dispatcher- Police, Information & Technology Management Bureau, Communications Division

About the role

Operates communications equipment to receive incoming calls, text messages and pictures/videos for assistance, dispatches personnel and equipment to the scene of emergencies and operates Police Teletype.

Responsibilities

• Works and cooperates with co-workers and supervisors at all levels.
• Learns and performs all essential job functions accurately.
• Emergency Dispatchers follow established Agency guidelines, policies and procedures in carrying out all duties and responsibilities. These include the ability to operate a variety of equipment, including telephones, radios, teletype, TTD's, computer equipment, office machines and other communications equipment. Other duties may also be assigned.
• CALL-TAKING:
• Operate telephone consoles to receive incoming calls and text messages for assistance.
• Speak clearly and distinctly.
• Obtain required information from callers who may be under stress.
• React quickly and calmly when processing routine and emergency calls.
• Deal courteously, cooperatively and effectively with all callers.
• Provide pre-arrival instructions to callers.
• Answer calls promptly.
• Process calls accurately and timely.
• Operate call-taking sessions in the CAD system.
• Operate effectively in a manual mode.
• Meters/NCIC:
• Enter all required METERS/NCIC information into the computer and on paper with speed and accuracy.
• Follow all rules and regulations associated with the METERS/NCIC system.
• Properly operate FAX machine to obtain information and forward responses to properly process requests.
• DISPATCH:
• Properly operate appropriate dispatch sessions in the CAD system.
• Handle multiple tasks associated with dispatching.
• Organize thoughts and speak clearly and distinctly.
• Operate radio equipment for dispatch purposes and to relay instructions or information to field units.
• React quickly and calmly to both routine and emergency situations.
• Recognize and prioritize calls to be dispatched.
• Scans status charts and computer screen to determine available units.
• Update and maintain accurate unit status.
• Deal courteously, cooperatively and effectively with field personnel.
• Maintain familiarity with Howard County geography, including all major thoroughfares, buildings and communities.
• Operate effectively in a manual mode.
• Maintain familiarity with the general policies and procedures of the other Howard County agencies that are served by the Bureau of Communications.
• Types commands on computer keyboard to update files and maintain logs.
• SUPERVISORY RESPONSIBILITIES:
• This job has no supervisory responsibilities.

Requirements

• High School Diploma or GED.
• Must pass a criminal background investigation, psychological and physical exam.
• Must pass test specified by the Appointing Authority.
• PREFERRED EDUCATION, KNOWLEDGE, SKILLS AND ABILITIES:
• Experience or training in a consolidated 9-1-1 Emergency Communications Center.
• Certification in Protocols for processing Police, Fire and EMS.

Qualifications

• Must pass and/or qualify for and/or maintain the following training courses, certificates, licenses and registrations: Howard County Basic Telecommunicator Course, MILES/CJIS, Call-taking Protocols (Medical, Fire, Police), Cardio-Pulmonary Resuscitation (CPR), Hazardous Materials (HazMat) Awareness, and State of Maryland Emergency Telecommunications Specialist.
• Possession of a valid driver’s license.

Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedures manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Benefits

The following is a summary of the benefits available to Howard County employees who hold full-time benefit-eligible positions. Employees in positions covered by a bargaining agreement should consult their union contract for other specific benefits. Additional details are also available in the Employee Manual and in summary plan descriptions which are available in the Office of Human Resources or at https://www.howardcountymd.gov/human-resources/benefit-plans.

• FLEXIBLE BENEFITS PLAN: Under the County's flexible benefits plan called CountyFlex, employees may enroll in medical insurance plans, dental insurance plans, optional life insurance, dependent life insurance, and healthcare and dependent care flexible spending accounts. Employee contributions to these benefits are made on a pre-tax basis. Information concerning enrollment options, plan rates and a benefits comparison chart are available in the Office of Human Resources.
• GROUP TERM LIFE INSURANCE: Employees receive a group term life insurance benefit equal to 2 times their annual salary at no cost. Accidental death and dismemberment coverage is included. The County pays the entire cost for this benefit.