911 Specialist

SUMMARY

The 911 Specialist receives and dispatches police, fire and emergency medical calls to police, fire and emergency services personnel; and performs related work as required. This is entry-level communications work at the full performance level - receiving, routing and transmitting information via radio, computer terminal and other communications equipment.

Frequent contact with the public and public safety personnel requires accuracy, efficiency, speed and courtesy in receiving calls, assigning priority and dispatching calls to appropriate resources for response. The primary assignment of a 911 Specialist is to monitor, maintain and manage an assigned public safety operations radio channel and to facilitate communications between public safety personnel, other agencies, other city departments and the residents and visitors of the community.

Work is normally performed under the general direction of a supervisor. Day to day duties will be carried out in accordance with FCC communications regulations and Criminal Justice System directives for privacy and security of these records. The employee will work a rotating shift including days, nights, weekends and holidays and is expected to be able to work with minimal direct supervision.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following are the essential duties and responsibilities of a 911 Specialist. Other duties may be assigned as necessary.

· Receives police, fire, ambulance, and other emergency calls for service over the telephone and by other means.

· Determines address and nature of call, and dispatches proper response equipment depending on call requirements following departmental regulations.

· Operates the Department's Computer Aided Dispatch System.

· Transmit information to emergency public safety personnel.

· Transmit information to non-public safety personnel.

· May be required to provide pre-arrival medical instructions.

· Maintains and updates required records on each call for service.

· Maintains and updates street index, maps and other records.

· Updates 24-hour referral list of agency contacts.

· Operates radio equipment, computer terminals and records management programs.

· Completes initial training, periodic re-training, assists in training for new personnel and performs administrative duties as requested.

· Maintains order and cleanliness of work area.

Depending on the 911 Specialist's tenure, experience and expertise, in the absence of leadership, they may be designated as a shift "Operator in Charge" and would be expected to perform the following additional duties:

· Complete an information exchange with the oncoming supervisor.

· Provide relief for personnel on breaks.

· Act as the Communications liaison between Police, Fire, EMS and other agencies.

· Execute any Alpha notification pages through the Computer Aided Dispatch System.

· Arrange for personnel to fill a vacancy when a scheduled employee takes sick or personal leave for the on-coming shift.

· Assure that the daily assignment sheet is completed.

· At the conclusion of the shift, send the shift report to the "Shift Report" paging group.

The assignment of "Operator in Charge" does not involve supervisory tasks.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

This position requires graduation from an accredited high school or a general education degree (GED) acceptable to the Maryland Board of Education.

LANGUAGE SKILLS

This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; the ability to write routine reports and correspondence; the ability to effectively present information and respond to questions from management and the general public.

REASONING ABILITY

The position of 911 Specialist requires an ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists, as well as an ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. The ability to think clearly, draw conclusions and initiate action or activity based upon information received in unfavorable or crisis conditions.

CERTIFICATES, LICENSES, REGISTRATIONS

A 911 Specialist must possess a valid driver's license; attend and successfully complete all classes required for certification as a Maryland 911 Specialist; attend and successfully complete an NCIC certification class for access to the Criminal Justice Information System; and the ability to pass an extensive background investigation as required for access to all related law enforcement records.

OTHER SKILLS AND ABILITIES

The following is a list of required knowledge, skills and abilities to satisfactorily perform as a 911 Specialist:

· Introductory knowledge of the geography of Ocean City.

· Ability to learn the operation of a variety of communications equipment.

· Good organization skills.

· To speak clearly and distinctly.

· The ability to multi-task.

· The ability to obtain essential information from persons under stress.

· The ability to act quickly and calmly in emergencies.

· The ability to learn the operation of various computer systems.

· The ability to work closely and harmoniously with others.

· The ability to type; a speed of 45 wpm is desirable.

· The ability to direct the work of lower-level dispatchers when necessary.

· The ability to facilitate, mediate and negotiate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The duties, responsibilities, working conditions and shift schedules of a Communications Operator can be physically and mentally demanding. The employee may be required to remain at one position during a shift for long periods of time and is expected to be able to work independently with minimal supervision. While performing the duties of this job, the employee is regularly required to stand, sit, and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must be able to perform effectively under stress and in adverse conditions.

The noise level in the work environment is usually moderate.

ELIGIBILITY FOR PROMOTION

All entry level dispatchers begin employment at the rank of 911 Specialist.

An employee could remain in this rank for an entire career; however, a 911 Specialist may be eligible for promotion to a 911 Specialist II after serving a minimum of three (3) years in the 911 Specialist position.

Job Type: Full-time

Pay: From $40,709.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Night shift
• Weekend availability

COVID-19 considerations:
N/A

License/Certification:

• Driver's License (Preferred)

Work Location: One location

Salary : $40,709 - $-1