Senior Communications Dispatcher

Job Description

Senior Communications Dispatcher (725)

Education and Experience

Graduation from high school or possession of a GED and five (5) years experience in public safety dispatching, three (3) of which must be with the City of Santa Clara Communications Department, Dispatch Division. Supervisory experience and/or classroom education involving fire science, law enforcement, or supervision is highly desirable.

License & Certification

Possession of a P.O.S.T. Basic Dispatch certificate and a Medical Priorities Dispatching System (MPDS) certificate is required.

Distinguishing Characteristics

Incumbents of this classification are distinguished from those of Communications Dispatcher I, Communications Dispatcher II, and Communications Dispatcher III, even though they perform the same or similar tasks, by the performance of overall shift supervisory responsibilities. These responsibilities may include: providing input for updating or modifying division-wide policies or procedures; evaluating all personnel assigned to their shift, including the completion of employee performance appraisals in a timely fashion; identifying, analyzing and documenting employee performance and recommending an appropriate course of counseling and/or disciplinary action; interacting with other City employed shift supervisors to identify and resolve complications that may arise during their respective shifts; performing special assignments requiring a high degree of independent judgment and work where standardized procedures are not always available; and ensuring the timely preparation and completion of reports or documents for the Chief Communications Dispatcher.

Typical Duties

Under direction: operates base radio console equipment, transmitting and receiving routine and emergency messages; receives emergency and routine requests for services from the public via 9-1-1, alternate emergency lines, and business lines; dispatches appropriate emergency vehicles, equipment, and personnel in response to those requests, in accordance with established policies and procedures; coordinates emergency operations between various departmental personnel and equipment; operates data terminals for information pertaining to daily public safety operations, and general emergency services; maintains written logs, files, and computer information in the prescribed manner; updates computer files and performs other clerical functions and tasks as directed; and performs other related duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of: the techniques, procedures, and methods used in the daily operation of the City of Santa Clara Communications Center; operation of computer-aided dispatch (CAD) system, video display terminals, associated radio, and telephone systems; standard public safety radio procedures, emergency telephone answering techniques, policies and procedures; police and fire emergency procedures; primary roads, streets, highways, areas, major buildings, and public facilities within the City’s boundaries; and the use of various departmental forms. Skill in: reading and interpreting maps; and maintaining accurate records. Ability to: read, write, spell, and speak in clear, concise English; learn approved telephone answering techniques, polices and procedures; operate CAD system with sufficient speed and accuracy to document field activity and create calls for service within response criteria guidelines; analyze situations quickly and accurately, while taking effective action to assure public safety provider and citizen safety; follow verbal and written instructions; communicate clearly and distinctly using radio and telephone equipment; maintain composure and work accurately in emergency situations; deal tactfully with the public and others; work in a confined area, wearing a headset which restricts physical movement about the work area; accurately enter data into the CAD system while simultaneously receiving information by phone or radio; retrieve data from CAD terminal or other keyboard device; maintain appropriate documentation of previous events, details, and conversations; work in a highly structured environment where all communications are recorded or documented and reviewed as public record; extract information or data from other computer systems; view multiple video display terminals for extended periods of time in variable light conditions; distinguish and interpret the meaning of colors on video display terminals; distinguish and comprehend simultaneous communications from several sources; work continuously or uninterrupted as required, standing or sitting for extended periods of time; perform with a high standard of customer service, professional conduct, and civic responsibility; provide individual, or group, reviews of employee performance in order to identify concepts or training approaches in an effort to eliminate confusion, repetition, or poor performance; use emergency medical questioning techniques and provide medical instructions via telephone when required; and type at a net rate of 30 wpm on a computer keyboard.

Supervision Received

Works under the direction of the Chief Communications Dispatcher.

Supervision Exercised

Has complete supervisory responsibility for shift activities and Communications Dispatchers, as assigned.

Other Requirements

Must be able to perform all the essential functions of the job assignment. All candidates will be required to pass a City background investigation, which will include fingerprinting.

Special Conditions

Incumbents must have the ability to work, as assigned, on schedules that may include Saturdays, Sundays, holidays, and non-traditional work hours; and a willingness to work overtime as required.

Approved, October 2000