This role is for an Emergency Telecommunications Dispatcher responsible for handling emergency and non-emergency incidents for the City of Westfield, the Town of Southwick, and the Town of South Hadley. The position involves administrative and technical work in receiving and dispatching information, maintaining official records, and assisting in the administration of the Communications Center's standard operating procedures, which provides 24/7 service for Police, Fire, and Emergency Medical Services.
Responsibilities
Receive emergency and non-emergency radio and telephone transmissions for three communities
Answer all incoming calls on recorded lines in a professional and courteous manner
Ascertain the nature of calls, gather necessary information to relay to appropriate responders, and prioritize calls based on nature and time factors
Dispatch and manage the deployment of Police, Fire, and Emergency Medical personnel and response vehicles for emergency and non-emergency incidents
Broadcast the nature, location, and time of incidents
Contact all required personnel and provide supplemental information
Contact and coordinate personnel call backs and Mutual Aid responses
Provide emergency medical instructions to callers
Provide pertinent information to responding units by phone and/or radio
Coordinate first responder, ambulance, and Advanced Life Support intercept
Monitor alarm systems, maintain accurate information, dispatch units, and contact responsible parties when necessary
Maintain accurate documentation on the location, safety, and status of personnel and apparatus
Maintain ongoing contact with responding personnel and keep them informed of all pertinent information
Keep track of various information such as traffic lights out and streets closed and keep emergency personnel informed
Maintain Communications Center work area and equipment in clean and working condition
Perform janitorial functions in work area as needed
Operate radios and handle radio communications on multiple frequencies
Operate office equipment as required
Page personnel as outlined by policy
Retrieve information from the CJIS/LEAPS/NCIC computer system regarding criminal records, warrants, missing persons, and other functions as required and under the terms set forth by the Criminal History Systems Board
Retrieve information from the RMV computer regarding motor vehicle operators licenses, registrations, and other functions as required and under the terms set forth by the Criminal History Systems Board
Enter and retrieve a variety of data and extract required data from computer and other information systems
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Maintain reports and records as required or requested per departmental standards
Know the Communications Center’s jurisdictional authority in relation to all agencies served and maintain a working knowledge of their surrounding communities
Know the Communications Center’s policies and procedures; keep abreast and comply with all Communications Center guidelines, directives, announcements, special orders, policies, and procedures
Broadcast 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
Maintain valid and current certification in First Responder/CPR, LEAPS/NCIC, Emergency Medical Dispatch, Enhanced 911, and APCO Basic Telecommunication, or any other certifications needed to hold and perform job duties
Attend job-related and City mandated training
Perform administrative support duties, as time permits, for the Communications Center, Police, and Fire Departments
Assist with the training of new Communications Center employees
Make frequent contact with the general public, public safety personnel, other city and town departments, and various other state and local agencies
Perform similar or related work as required or as situation dictates
Requirements
High school graduate or GED equivalent
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
Related experience and working knowledge of computers and general office practices such as typing, data entry/record keeping, or any equivalent combination of education and experience
Valid Massachusetts Driver License
Ability to submit to and successfully pass a Massachusetts Board of Probation and an Interstate Inquiry Index record check
Compliance with the minimal qualification guidelines established by the Criminal History Systems Board
If not currently certified, must acquire within three months of hire, required certifications: First Responder/CPR, CJIS/NCIC, Emergency Medical Dispatch, 911 Equipment, and APCO Basic Telecommunication
Ability to perform multiple tasks at the same time (e.g., 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 agency personnel in an effective manner
Ability to attend to a number of details occurring simultaneously with proficient accuracy
Ability to read, write, and speak clearly and provide clear directions over a radio or telephone
Ability to gather accurate and necessary information from individuals experiencing a wide range of physical, emotional, or situational challenges while maintaining professionalism and composure
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 database systems
Important Details
Schedule: Shifts will be scheduled as the Regional Public Safety Communications Center is open 24/7; position requires working assigned shifts, hours, and days
About the Company
The City of Westfield is committed to maintaining a work environment free from discrimination on the basis of race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information, or disability, as defined and required by state and federal laws. Additionally, the city prohibits retaliation against individuals who oppose such discrimination and harassment or who participate in an equal opportunity investigation.
