Communications/Operations Dispatcher Level I/II

Communications/Operations Dispatcher

Level 1: $4,134.25 - $5,026.83/month Level 2: $4,691 - $5,703.75/month Level 2 - Range B: $4,999 - $6,076.08/month

Under supervision, Communications/Operations Dispatchers perform a variety of communications dispatch functions; receive, evaluate and respond to requests for emergency and non-emergency services by contacting or dispatching medical, fire, law enforcement, county, or other appropriate personnel and equipment in accordance with established regulations and procedures; and receive routine calls and transmit information to field units and/or route calls to proper bureau or detail for action.

The Communications/Operations Dispatcher is a single class with two salary levels. Positions in this class are flexibly staffed, and the level at which appointments are made is at the discretion of the appointing authority. The Communications/Operations Dispatcher (Level I) is the entry level in this class series. Under close supervision, incumbents are given detailed instructions in the performance of routine communication dispatch functions. Incumbents perform tasks that are more structured and repetitive than those assigned at Level II. As requisite skills and knowledge are developed, incumbents are expected to perform increasingly responsible and difficult assignments. At the discretion of the appointing authority, incumbents may advance to the higher level after satisfactorily demonstrating the ability to perform the full journey level duties of the class, which generally requires twelve months of experience at Level I.

The Communications/Operations Dispatcher (Level II) is the journey level in this class series. Under general supervision, incumbents perform a variety of increasingly responsible and difficult communication dispatch duties. This is the targeted competency and performance level of all Communications/Operations Dispatchers, and incumbents are technically proficient in performing their assigned duties. The Communications/Operations Dispatcher (Level II) has a Range A and Range B. Communications/Operations Dispatcher (Level II - Range B) is reserved exclusively for those positions that the appointing authority designates as "shift leaders" with the accompanying duties of such designation. The Communications/Operations Dispatcher (Level II - Range B) assumes leadworker responsibilities; leads, plans, schedules, and oversees the work of Communications/Operations Dispatchers (Level I/II); analyzes situations and adopts effective courses of action while at the same time performing nonsupervisory work that is usually of the same kind and level as that of employees at Range A.

Examples Of Knowledge And Abilities

Knowledge Of:

• Office procedures, methods, and equipment used within a communications center including computers and applicable software applications, multi-channel radios, telephone communication consoles with multiple lines and other communications equipment
• Radio codes
• Rules, regulations, and dispatch procedures related to non-emergency and emergency/trouble service calls
• Map and GIS reading for major streets, highways and districts in City/County
• Federal communication rules and regulations
• Report writing techniques for basic report preparation
• English usage, spelling, grammar, and punctuation
• Principles of effective customer service

Ability To:

• Operate a computer aided dispatch system, multi-channel radio and/or telephone, and other communications equipment
• Communicate clearly and concisely, both verbally and in writing
• Respond quickly and calmly to emergency and other stressful situations
• Prioritize, plan, coordinate and organize simultaneous incidents and assignments
• Receive and transmit information accurately
• Notify and dispatch to multiple agencies quickly
• Maintain tact and self-control when dealing with difficult/irate people and those in stressful situations
• Learn geography of County/City area; read and locate main geographical reference points
• Learn and perform the principles and techniques of radio communication
• Follow written and verbal directions, policies, and procedures
• Work with frequent interruptions
• Memorize numbers and locations
• Develop and maintain cooperative, effective working relationships with others
• Interpret and apply applicable federal, state, and local laws, codes, and regulations
• Apply customer service skills, including the identification of customer needs and follow up with customers as needed based on departmental requests

Employment Qualifications

Minimum Qualifications:

Either:

• Six (6) months of full-time paid experience performing work where the primary duties included use of a computer, and contact with the public via telephone, and/or in person, and/or an assignment providing customer service and resolving queries, and/or work experience with closely related duties.
• Six (6) months of full time, paid experience in radio dispatching, call directing, or operating communication equipment such as radio transmitter and receiver or radiotelephone; involving public contact while receiving, recording and transmitting messages.

[Note: The word "experience" referenced in the minimum qualifications means full-time paid experience unless the job announcement states that volunteer experience is acceptable. Part-time paid experience may be accumulated and pro-rated to meet the total experience requirements.

Criminal History and Background Checks:

The County may access criminal history information on candidates who have accepted a conditional offer of appointment for this class consistent with the provisions of Board of Supervisors Resolution No. 82-602, Personnel Policies, and applicable federal and state laws. The County shall not consider for employment any candidate who has been convicted of a felony or misdemeanor that relates to or impacts the candidate's ability to perform the job duties of this class unless it is determined that mitigating circumstances exist. For purposes of accessing criminal history information, the candidate will be fingerprinted. A subsequent arrest notification may be obtained. The County may also conduct a background check on the candidate prior to appointment to a position within this class. The background check may include personal and professional reference checks, credit history checks where authorized by Labor Code section 1024.5, Social Security Number verification, professional license/registration verification, military service information and driving history. Information obtained in the course of this background check will be considered by the appointing authority in the selection process. In obtaining such information, the County will comply with applicable consent and disclosure practices in the Fair Credit Reporting Act and the California Inve