PRIOR TO OFFER OF INTERVIEW, THIS POSITION WILL REQUIRE TESTING, COMPLETION OF A PERSONAL BACKGROUND HISTORY PACKET AND COPIES OF APPLICANT’S BIRTH CERTIFICATE AND HIGH SCHOOL DIPLOMA OR EQUIVALENT.
BACKGROUND CHECKS WILL BE PERFORMED.
Dispatcher positions focus on learning Apache County Sheriff’s Office systems, service agencies and obtaining all required training and certification as is mandated by the department, the state of Arizona, or the federal government. Under the supervision of a Lead Dispatcher, Dispatchers provide the full range of call-taking and dispatching functions for law enforcement, fire and medical emergency calls, as well as certain non-emergency functions.
Dispatchers should strive to exhibit those characteristics typically held by a veteran dispatcher; good customer service, professionalism, call-processing, confidentiality, integrity, team work, basic radio etiquette, understanding the vital need of accurate paperwork, research and relay of information requested from the field, basic operational knowledge of NCIC and basic understanding of its purpose.
Essential Job Functions
- Receive and transmit telephone and radio emergency calls, as well as non-emergency calls and complaints or inquiries from the public
- Assess and appropriately respond to a caller’s emotional state
- Evaluate and prioritize calls based on urgency
- Determine the correct jurisdiction, equipment and personnel to be dispatched
- Dispatch appropriate law enforcement, fire or emergency response personnel
- Respond to requests from emergency response personnel
- Operate two way radios, multi-line phone and teletype systems, computers, data communications terminals and other complex communications equipment to quickly and correctly access information and respond to requests from police, fire and EMS
- Record the nature and source of incoming and outgoing radio and telephone messages
- Study and maintain familiarity with major roads, streets, industrial plants and buildings
- Monitor multiple public safety frequencies
- Perform other related tasks and duties as assigned
- At least eighteen (18) years of age at the time of hire
- Possess a High School diploma or GED Certificate of Completion
- Possess a valid driver’s license (This is a required if you are driving a vehicle onto Apache County Sheriff’s Office property as well as for NCIC full access)
- Possess current registration and proof of insurance on vehicle (If you will be bringing a vehicle onto Apache County Sheriff’s Office property)
- Able to legally work in the United States
- A stable and reliable work history, with at least one (1) year of continuous work experience
- Have no felony convictions
- Have no marijuana use in the last twelve (12) months and no other illegal drug use in the past thirty-six (36) months
- Successfully complete all recruitment and selection components including, but not limited to, skills testing, oral board interviews, detailed background investigations, and the required post-offer processes: drug screen, physical and psychological evaluation
Any combination of qualifications and work experience that demonstrates an applicant has the necessary knowledge, skills, ability and character to successfully perform the job will be considered.
Dispatchers must either possess or gain the following during the course of their training program and through the probationary period:
- Current policies, procedure and protocols established by the Apache County Sheriff’s Office for the fulfillment of public safety call-taking and dispatching for the citizens and service agencies of Apache County
- Apache County geography, including locations and boundaries of all cities and townships, locations of major highways, streets and key buildings and landmarks, and addressing systems used for each jurisdiction.
- Perform extensive data entry and data retrieval from visual and/or audio sources
- Understand and execute complex oral and written instructions
- Demonstrate appropriate interpersonal communication skills for public safety call-taking and dispatching, including written and oral communication
- React quickly and correctly to emergency situations and adopt an effective course of action
- Learn and correctly apply detailed procedures and polices both in structured situations, such as emergency medical dispatch (EMD), and in non-routine situations that require independent judgment, critical thinking and applications of complex and varied procedures and policies, such as law enforcement dispatching
- Learn, retain and use knowledge of Apache County geography in the course of work
- Operate computerized equipment including computer aided dispatch (CAD), enhanced 9-1-1 (ANI/ALI) programs, and RapidSOS/mapping programs
- Receive and accept regular feedback and constructive criticism without being defensive
- Dispatch public safety personnel and equipment safely, quickly and efficiently
- Relay messages exactly as received
- React quickly and calmly in emergency situation and adopt effective courses of action
- Perform call taking and dispatching work by phone, radio and using other standard communications center equipment
- Assess callers’ emotional state, respond correctly to emergency and routine situations
- Prioritize calls based on urgency
- Apply appropriate initiative, discretion and judgment in the course of work
- Apply available guidelines, policies or procedures in diverse situations
- Develop and maintain effective working relationships with the public, coworkers, supervisors and managers, user agency stakeholders, and officials from other jurisdictions, departments or agencies
- Perform work under stressful or emotional conditions
- Work any assigned shift, including day, swing, or graveyard and work all days of the week including weekends and holidays
- Work under pressure in a loud, multi-tasking environment
- Work mandatory overtime as needed and assigned
- Have a reliable and predictable attendance record
Work Environment (Essential functions)
Work is performed in an indoor, open-space environment and stationary setting. Incumbents work with and are surrounded by computerized control panels that require detailed dexterity. The majority of time is spent in a seated position; however, dispatchers have freedom to stand and move in a limited area, primarily that of the cordless reception area of the headset. Headsets are worn at all times while on duty on the operations floor. Incumbents are expected to manage over the phone interactions and confrontations with angry, hostile, depressed and/or otherwise emotionally distraught members of the public. As a result, work requires quick, independent action and alertness in emergency and possible life threatening situations. Work entails extensive keyboarding and manual dexterity, and also entails regular reaching, stretching and lifting of standard dispatch supplies and materials, such as maps, binders, and flip charts.
Physical Demands typically involve, but are not limited to:
Hearing and Speaking
- Hear, understand and respond to verbal information in person, by phone and by radio, including difficult to understand callers
- Speak clearly and concisely in English
- Hear, understand and respond using radio transmitters and receivers, radio consoles, telephone/radio headsets, multi-line telephone systems, and complex communications equipment
Seeing and Reading
- See, read and understand written information and instructions in all forms, including handwritten, hard copy or electronic communications formats
- See and use all related communications equipment including radio transmitters and receivers, radio consoles, telephone/radio headsets, multi-line telephone systems, teletypes, computer consoles, and data communications terminals
- See color differentiation as necessary to distinguish color variations on maps, computer screens and radio consoles
Mental Acuity and Alertness
- Understand, respond to, and apply complex concepts, information, and instructions including policies, procedures, laws, and regulations.
- Engage in frequent interpersonal interactions that are stressful or sensitive in nature
- Handle difficult interpersonal interactions and complaints with tact and diplomacy
- Manage and accomplish multiple priorities and diverse responsibilities with a high level of accuracy
- Think and apply judgment, discretion, and initiative in accomplishing work
- Work effectively despite sleep pattern disruptions as a result of rotational and/or irregular shift work and overtime
Manual Dexterity and Typing
- Extensive use of computers, keyboards, office equipment and similar specialized technical and electronic equipment commonly found in communications centers
- Performing multiple tasks requiring manual dexterity at the same time
- Write legibly
- Sit for extended periods of time; stand or walk as necessary
- Sit for extended periods of time particularly during high stress situations
- Stretch, reach, or lift objects or materials that may be up to fifty (50) pounds in weight
This position’s hourly pay is $17.72 per hour
ALL POSITIONS MUST HAVE AN APACHE COUNTY EMPLOYMENT APPLICATION FOR CONSIDERATION.
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