Emergency Telecommunications Dispatcher

About the role

The Regional Public Safety Communications Center serves both the City of Westfield and the Town of Southwick, providing 24-hour, seven-day-a-week emergency and non-emergency dispatch services.

Responsibilities

• Receives emergency and non-emergency radio and telephone transmissions in the Communications Center for two communities.
• Answers all incoming calls on recorded lines in a professional and courteous manner.
• Ascertains the nature of calls, gathers all necessary information to relay to appropriate responders with a focus on responder safety, and prioritizes calls based upon their nature and time factors.
• Dispatches and manages the deployment of Police, Fire and Emergency Medical personnel and response vehicles in their respective communities for emergency and non-emergency incidents.
• Broadcasts nature, location and time of incident; contacts all required personnel; provides supplemental information; contacts and coordinates personnel call backs and Mutual Aid responses.
• Provides emergency medical instructions to callers; provides pertinent information to responding units by phone and/or radio; coordinates first responder, ambulance and Advanced Life Support intercept.
• Maintains accurate documentation on the location, safety, and status of personnel and apparatus; maintains on-going contact with responding personnel and keeps them informed of all pertinent information; keeps track of various information such as traffic lights out and streets closed and keeps emergency personnel informed.
• Maintains Communications Center work area and equipment in clean and working condition; performs janitorial functions in work area as needed.
• Operates radios and handles radio communications on multiple frequencies; operates office equipment as required; pages personnel as outlined by policy.
• Retrieves information from the CJIS/LEAPS/NCIC computer system in regards to criminal records; retrieves information from the RMV computer in regards to motor vehicle operator licenses, registrations and other functions as required and under the terms set forth by the Criminal History Systems Board.
• Enters and retrieves a variety of data and extracts required data from computer and other information systems; maintains reports and records as required or requested per departmental standards.
• Maintains thorough knowledge of the streets and neighborhoods of Westfield and Southwick; maintains a working knowledge of surrounding communities.
• Maintains a working knowledge of the Communications Center’s policies and procedures; keeps abreast and complies with all Communications Center guidelines, directives, announcements, special orders, policies and procedures.
• Broadcasts pertinent weather bulletins, civil defense bulletins, announcements, criminal activity bulletins and any other information as directed by the Communications Center Administrator and, or Police or Fire personnel.

Requirements

• High school graduate or GED equivalent required plus broad specialized training involving the use of semi-complex procedures requiring special knowledge or ability or some training generally applicable to public safety dispatch work.
• Six months related experience and working knowledge of computers and general office practices such as typing, filing, accounting/bookkeeping required.
• Must have a valid Massachusetts Driver License.
• Must submit to, and successfully pass, a Massachusetts Board of Probation and an Interstate Inquiry Index record check; must comply with the minimal qualification guidelines established by the Criminal History Systems Board.
• If do not possess current certification, must acquire within six months of hire, required certifications are: First Responder/CPR, LEAPS/NCIC, Emergency Medical Dispatch, Enhanced 911, and APCO Basic Telecommunication.

Qualifications

• Ability to perform multiple tasks at the same time i.e., entering information into the computer system, answering the telephone and speaking on the radio.
• Working knowledge with computers, data entry terminals, and pertinent technical terminology.
• Ability to learn and proficiently use any required computer software, technology, equipment, etc., required for performance of job.
• Ability to think clearly and act appropriately in crisis situations and handle high levels of stress.
• Ability to interact with the general public in a customer service based environment.
• Ability to remain calm when faced with hysterical or irate callers.
• Ability to deal tactfully and appropriately with the general public and other town personnel in an effective manner.
• Ability to attend to a number of details occurring simultaneously and do so with proficient accuracy.
• Ability to read, write and speak clearly and provide clear directions over a radio or telephone.
• Ability to elicit needed information from an individual who may be a child, injured, in need of emergency service personnel or in a highly agitated frame of mind.
• Ability to comprehend the full scope of departmental activities, policies and procedures, and independently initiate actions and make decisions in support of those policies and procedures.
• Ability to prepare and maintain detailed and accurate records/reports and maintain multiple filing systems.

Skills

• Intermittent light to moderate physical effort in carrying, lifting, or moving lightweight materials or equipment up to 10 pounds.
• Sit, talk and listen for extended periods of time.
• Comprehend the full scope of departmental activities, policies and procedures, and independently initiate actions and make decisions in support of those policies and procedures.
• Prepare and maintain detailed and accurate records/reports and maintain multiple filing systems.