Under the direction of the Emergency Communications Center Manager, the employee receives all incoming calls for police, medical, and fire assistance and to dispatch required equipment including pre-arrival information using a computer aided dispatch system. Performs a variety of general support duties related to communications activities. This is responsible shift work.
Coordinates island-wide road blocks with other departments during major incidents
Maintains a log of recorded calls in system, broadcasts and complaints received.
Utilizes pre-defined protocol and standard operations procedure, questions callers to determine locations and seriousness of emergency and response needed.
Coordinates all police, fire, ambulance and other emergency requests by relaying instructions to closest and most suitable units available.
Transmits and receives messages between divisions of own agency, other law enforcement agencies, government departments and other emergency organizations.
Contacts emergency personnel/units to verify assignment locations, monitors dispatched units and when necessary, serves as liaison with caller.
Recognizes the need for, and to be able to take action without delay, orders, and in some instances, assistance. Acts on situations on their own initiative within the boundaries of protocol.
Monitors closed circuit television security systems, and other various type alarms associated with the law enforcement.
Associates degree in Emergency Services, Police Science, Fire Science, Criminal Justice, Communications, Public Administration or Business Administration.
ORHigh School diploma or GED plus two (2) years experience working as a 911 operator/dispatcher.
ORHigh School diploma or GED plus three (3) years experience in a customer service related field.
NECESSARY SPECIAL REQUIREMENTSMust be a Citizen of the United States of America.
Must have normal (or correctable to normal) hearing and eyesight and a clear and audible voice for radio and telephone communications.
Must successfully complete a routine local and federal background check background investigation.
Must obtain a passing score on a pre-assessment exam administered by the Division of Personnel.
Maintain certifications of all Public Safety Dispatcher Courses and qualification level as defined by the registering body. Must pass the medical certification; Candidates must obtain/maintain the following:
- 1st Responder training
- EMS Modified Basic training
- National Crime Information Center (NCIC) certification
- HAZMAT Training
- Qualified and certified in Emergency Medical Dispatching
Employees must successfully complete a one (1) year probationary period. Within this one (1) year period, candidate must obtain the above mentioned trainings/certifications or be subject to dismissal.
FACTOR 1 - KNOWLEDGE REQUIRED BY THE POSITION Knowledge of department policies and procedures pertaining to the dispatching of city emergency equipment.
Knowledge of the Virgin Islands Code as it relates to emergency service, radio communications, and law enforcement work.
Knowledge related to the job on an as needed or specialized assignment basis will be required as well as all those listed above.
Ability to operate and use standard radio and telephone receiving transmitting equipment.
Ability to operate the computer aided dispatch system for the department.
Ability to monitor up to four (4) computer screens of information (both written and geographical maps, retain and use geographic features and streets within the territory) and multiple systems while taking information from caller.
Ability to type thirty (30) WPM with accuracy and proficiency.
Ability to dispatch all emergency disciplines with CAD and radio.
Ability to administer pre arrival instructions based on protocol for emergency medical dispatches.
Ability to effectively elicit information from irate and distressed citizens.
Ability to execute oral and written instructions; learn, retain and use public safety classification codes and computer commands.
Ability to cooperate in teams and also operate independently and professionally.
Ability to accept supervision, criticism and evaluation in positive and productive manner.
Ability to function in a structured organization with strict rules of conduct.
Ability to speak English in a clear, effective and authoritative manner, using good pronunciation, diction and grammar. Must be able to speak with, and understand people of varying social, cultural and educational backgrounds.
Ability to effectively understand and speak over the radio while performing other tasks amid distractions.
Ability to establish and maintain effective working relationships with their co-workers and supervisors.
FACTOR 2 - SUPERVISORY CONTROLS Work is assigned by department supervisor or squad leader. Work is reviewed to determine whether the proper procedures are used when handling emergency calls.
Employee is required to work with minimum supervision while carrying out his/her duties.
FACTOR 3 – GUIDELINES Guidelines, standard operating procedures and protocols used are those set by the department, and the Virgin Islands Codes as they relate to emergency services, radio communications and law enforcement work. These will be adhered to in all duties.
FACTOR 4 – COMPLEXITY Performs recurring duties requiring general knowledge of relevant policies, methods and procedures with a high degree of accuracy and mental alertness.
FACTOR 5 - SCOPE AND EFFECT The nature of the work is to promote an effective Centralized Communication System for the department.
FACTOR 6 - PERSONAL CONTACTS Contacts are made with the general public and first responders as well as other emergency organizations.
FACTOR 7 - PURPOSE OF CONTACTS To provide emergency services to the community and to assist the providers of emergency services with information to perform their duties and responsibilities.
FACTOR 8 - PHYSICAL DEMANDS Work requires employee to reach all consoles and other equipment including phone; hear alarms, radios, and phones; demonstrate sufficient calm, emotional stability; see console screen and TV monitor; sit for long periods of time, several hours at a time.
FACTOR 9 - WORK ENVIRONMENT Work is performed in an air-conditioned office; high stress work environment.
