Emergency Dispatcher

Amherst Communications Center is a 24/7 service dispatching emergency and non-emergency calls for the Town of Amherst Police, Fire & EMS, and CRESS Departments.

About the role

The Emergency Dispatcher serves as the initial point of contact for all calls, performing routine clerical, administrative, and technical work in receiving and dispatching information, utilizing 911 technologies, and keeping official records.

Schedule

Work is scheduled for 8-hour shifts with a rotating schedule of four days on and two days off, including evenings, overnights, and holidays. Hold-over and mandatory overtime are required.

Responsibilities

• Monitors phones, radio, and video in the dispatch center.
• Answers all incoming calls, ascertains the nature of the call, and gathers necessary information to transmit or relay.
• Utilizes standard protocols in dispatching all calls, including providing emergency medical instructions per protocols.
• Dispatches police, fire, and emergency medical response vehicles for emergency responses.
• Maintains communications with all responders involved in multi-jurisdictional incidents.
• Requests resources as directed by responding personnel or departmental protocol.
• Broadcasts nature, location, and time of incidents; contacts required personnel; ensures reserve units are available via call-back.
• Maintains logs of radio and telephone communications and location of personnel and equipment using Computer Aided Dispatch (CAD).
• Keeps responding personnel informed of pertinent information during emergencies.
• Alerts personnel about traffic lights out, streets closed, and other relevant updates.
• Maintains dispatch center work area and equipment in clean and working condition.
• Stays updated on communications center guidelines, directives, announcements, and special orders.
• Operates radios and assists in radio communications as needed.
• Enters and retrieves data from computer and information systems, maintaining reports and records per departmental standards.
• Inputs data into standard office and department forms, both manual and automated.
• Compiles and tabulates data, and makes simple postings to various reports.
• Maintains thorough knowledge of the mapping systems of the towns served.
• Broadcasts pertinent weather bulletins or other civil defense bulletins.
• Assists in the training of new employees and ongoing refresher training.
• Performs other duties as assigned and consistent with the position.

Requirements

• High School Degree or equivalent plus two (2) years of experience in public safety, customer service, and/or a high-stress environment requiring communication and accuracy; OR any equivalent combination of related education and experience.
• Willingness and ability to obtain and maintain certifications in CPR, CJIS Operator Certification, Public Safety Telecommunicator I, and Emergency Medical Dispatch (EMD) within six (6) months of hire.
• Exceptional communication skills.
• Skill in data entry and typing/keyboarding.
• Ability to adapt to high-stress, emergency situations or adverse conditions while performing duties with accuracy.
• Ability to multi-task.
• Experience working with the general public or in customer service.
• Working knowledge of computers and electronic data processing; modern office practices and procedures; and Microsoft Word and Excel.
• Skill in operating listed tools and equipment or willingness and ability to obtain such skill.