Emergency Services Dispatcher

Summary

Emergency Services Dispatcher The Emergency Services Dispatcher is a FLSA non-exempt entry-level position under the general supervision of the Emergency Services Dispatch Supervisor. This position performs critical public contact and communication work necessary for dispatching police, fire, and emergency medical services to emergency and non-emergency situations. As the first point of contact with the public via the emergency 911 lines and other telephone lines, the employee must obtain information from callers who may be injured, confused, hysterical, frightened, or abused. The position requires employees to work in highly stressful, emergency situations where injury or death of individuals might occur as a result of an error.This job description is an overview and is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all the functions and tasks required of the position.Essential functions include operating a multi-line telephone system to answer emergency and non-emergency calls for service, operating and communicating through multiple radio transmitters and receivers, calming, negotiating, advising, and otherwise communicating with callers to obtain necessary and accurate information, simultaneously processing information without sacrificing speed and accuracy, determining appropriate nature of calls and assigning the predetermined codes and priority necessary for proper emergency service response, monitoring location, status, and needs of police, fire, medical and other emergency personnel by use of radio, telephone, computer, logs, and other means, simultaneously using multiple monitors associated with the Computer Aided Dispatch (CAD) system, providing emergency medical assistance to the public by telephone, updating and dispatching information as it is received; retrieving necessary information including driver's licenses, vehicle registrations, warrants, etc. through a variety of computer sources, and maintaining required forms and logs.Important functions include performing related duties as assigned and may perform other duties as assigned, of similar classifications of an equal or lower pay grade.Physical requirements include hearing and distinguishing between multiple levels of sounds, frequencies, tones, and tones of voice; speaking clearly with excellent articulation, proper professional language, and appropriate tone and volume level; manual dexterity to operate radio, telephone, and computer equipment; sitting for extended periods of time in front of a computer terminal; and clear vision and the ability to distinguish between various colors.Knowledge, skills, and abilities include knowledge of Pueblo City and County streets, locations and landmarks, basic filing procedures, and superior customer service principles and skills. Skills and abilities include learning and abiding by department policies, practices, techniques, and methods required to perform the essential functions, prioritizing calls (emergent/non-emergent), reacting with an appropriate sense of urgency, operating multi-frequency 2-way radio and multi-line telephone systems while maintaining composure and room awareness, operating a computer system terminal with multiple screens, related office equipment, and computer-aided software programs to access and enter information through the use of word processors, spreadsheets, and/or databases, working consistently well under pressure to manage excessively stressful situations without compromising job performance or mental and physical efficiency, including excellent organizational skills to manage work time properly in light of heavy workloads, and the ability to gather pertinent information quickly and accurately, detect and correct errors, and perform multiple competing tasks simultaneously when necessary, distinguishing directions, listening to, reading, and understanding applicable rules, policies, procedures, laws, correspondence and memoranda, accepting discipline and constructive criticisms, and complying with verbal and written instructions, effectively training, coaching, and mentoring all job requirements to new dispatchers, providing good customer service to and communicating effectively, both orally and in writing, with diverse persons or groups, including superiors, City personnel, other agencies, the general public, and others contacted in the course of work, eliciting mission-essential information from upset and irate callers, and maintaining a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened, providing medical assistance to callers by using a standardized system of processing emergency calls utilizing structured interrogation and pre-scripted instructions, using good judgment and acting decisively in handling emergency and stressful situations, assessing problems and situations in a timely manner, anticipating needs, evaluating alternatives, and appropriately using available resources with expediency, displaying self-motivation, loyalty, and commitment to the Department and the City of Pueblo, and showing the willingness to take initiative and act in a dependable and mature manner, promoting an atmosphere that embraces cooperation, a positive attitude, diversity, integrity, trust, respect, and teamwork by being empathetic, caring, patient, enthusiastic, polite and professional, working a variety of shifts that are in the same office type setting, and performing all duties in a safe manner and in accordance with organizational values, policies, and procedures.Minimum qualifications include a high school diploma or GED. Preferred qualifications include at least one (1) year of successful demonstrated experience in a fast-paced customer service work environment that includes multi-tasking, significant public contact, and multi-line telephone communications, at least one (1) year of successful demonstrated experience using computers and computer-related equipment, call center or related experience, and experience with shift work.Tattoos and other markings, as described below, will be cause for disqualification: any tattoos, or other markings on the head, scalp, face, ears, neck (above the collarbone), or hands (wrist to fingertips). Permanent cosmetic make-up on the face or permanent commitment band(s) on the finger(s) are exempt from this policy. Current Police Department employees hired prior to July 1, 2025, will be exempt from this disqualification. Illegal drug usage, as described below, at the time of application may be cause for disqualification: any use of marijuana within 1 year prior to the date of application; any usage of any illegal drugs other than marijuana (i.e. heroin, cocaine, LSD, amphetamines, steroids, or other illegal drug as defined in schedules I through V of Section 202 of the Controlled Substances Act) within two (2) years prior to the date of application.Special requirements include comprehensive background investigation, truth verification analysis, polygraph, psychological examination, drug screening, physical examination, attendance of a 2-hour orientation in the City of Pueblo Communications Center, and passing both the Overall Non-Data Entry and Overall Data Entry (2826 keystrokes-per-hour KPH) sections of the CritiCall 911 Public Safety Dispatcher Pre-Employment Test.Special conditions of employment include being able to achieve CCIC/NCIC Certification within six (6) months of employment, being able to achieve Emergency Medical Dispatch (EMD) certification through the International Academies of Emergency Dispatch (IAED) within nine (9) months of employment, being able and willing to work 8- or 10-hour varied shifts, nights, weekends, holidays, and mandatory overtime, and being able to meet attendance and punctuality standards as established by the Pueblo Police Department and the City of Pueblo.Once hired, PPD employees are prohibited from adding any new tattoos or body art markings to the head, scalp, face, ears, neck (above the collarbone), or hands (wrist to fingertips). PPD policy also prohibits tattoos or other visible markings that are considered extremist, hate-based, indecent, political, or unbecoming a law enforcement officer. Employees may show tattoos that are below the elbow on the arms but above the wrist or below the knees of the legs provided that the tattoos are not otherwise prohibited by policy. Once hired, all employees are required to submit documentation regarding existing tattoos which shall become part of the employee's departmental personnel file. All required licenses and certifications listed above must be maintained throughout the term of employment. Failure to obtain or maintain licenses and certifications in addition to keeping the required knowledge, skills and abilities listed for this position may result in demotion or termination. Due to Federal and State Criminal Justice System access requirements, classifications that access and maintain criminal justice information may also be required, as a condition of employment, to not have been convicted of and/or have pending charges of a felony or misdemeanor crime that would deny or otherwise restrict access to criminal justice information. This requirement applies to all existing City employees as well as external candidates seeking to fill positions that meet the given criteria.If hired, you must be able to submit proof of your legal right to work in the United States. All persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. The City does not sponsor work visas.The City of Pueblo offers a very rich benefits packet! Click on the "Benefits" hyperlink at the top of this (online) job posting to view a summary of the benefits associated with this position. For a more comprehensive view on the lush benefits offered by the City, please go to www.pueblo.us/benefits.

Job Description

Emergency Services Dispatcher The Emergency Services Dispatcher is a FLSA non-exempt entry-level position under the general supervision of the Emergency Services Dispatch Supervisor. This position performs critical public contact and communication work necessary for dispatching police, fire, and emergency medical services to emergency and non-emergency situations. As the first point of contact with the public via the emergency 911 lines and other telephone lines, the employee must obtain information from callers who may be injured, confused, hysterical, frightened, or abused. The position requires employees to work in highly stressful, emergency situations where injury or death of individuals might occur as a result of an error.This job description is an overview and is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all the functions and tasks required of the position.Essential functions include operating a multi-line telephone system to answer emergency and non-emergency calls for service, operating and communicating through multiple radio transmitters and receivers, calming, negotiating, advising, and otherwise communicating with callers to obtain necessary and accurate information, simultaneously processing information without sacrificing speed and accuracy, determining appropriate nature of calls and assigning the predetermined codes and priority necessary for proper emergency service response, monitoring location, status, and needs of police, fire, medical and other emergency personnel by use of radio, telephone, computer, logs, and other means, simultaneously using multiple monitors associated with the Computer Aided Dispatch (CAD) system, providing emergency medical assistance to the public by telephone, updating and dispatching information as it is received; retrieving necessary information including driver's licenses, vehicle registrations, warrants, etc. through a variety of computer sources, and maintaining required forms and logs.Important functions include performing related duties as assigned and may perform other duties as assigned, of similar classifications of an equal or lower pay grade.Physical requirements include hearing and distinguishing between multiple levels of sounds, frequencies, tones, and tones of voice; speaking clearly with excellent articulation, proper professional language, and appropriate tone and volume level; manual dexterity to operate radio, telephone, and computer equipment; sitting for extended periods of time in front of a computer terminal; and clear vision and the ability to distinguish between various colors.Knowledge, skills, and abilities include knowledge of Pueblo City and County streets, locations and landmarks, basic filing procedures, and superior customer service principles and skills. Skills and abilities include learning and abiding by department policies, practices, techniques, and methods required to perform the essential functions, prioritizing calls (emergent/non-emergent), reacting with an appropriate sense of urgency, operating multi-frequency 2-way radio and multi-line telephone systems while maintaining composure and room awareness, operating a computer system terminal with multiple screens, related office equipment, and computer-aided software programs to access and enter information through the use of word processors, spreadsheets, and/or databases, working consistently well under pressure to manage excessively stressful situations without compromising job performance or mental and physical efficiency, including excellent organizational skills to manage work time properly in light of heavy workloads, and the ability to gather pertinent information quickly and accurately, detect and correct errors, and perform multiple competing tasks simultaneously when necessary, distinguishing directions, listening to, reading, and understanding applicable rules, policies, procedures, laws, correspondence and memoranda, accepting discipline and constructive criticisms, and complying with verbal and written instructions, effectively training, coaching, and mentoring all job requirements to new dispatchers, providing good customer service to and communicating effectively, both orally and in writing, with diverse persons or groups, including superiors, City personnel, other agencies, the general public, and others contacted in the course of work, eliciting mission-essential information from upset and irate callers, and maintaining a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened, providing medical assistance to callers by using a standardized system of processing emergency calls utilizing structured interrogation and pre-scripted instructions, using good judgment and acting decisively in handling emergency and stressful situations, assessing problems and situations in a timely manner, anticipating needs, evaluating alternatives, and appropriately using available resources with expediency, displaying self-motivation, loyalty, and commitment to the Department and the City of Pueblo, and showing the willingness to take initiative and act in a dependable and mature manner, promoting an atmosphere that embraces cooperation, a positive attitude, diversity, integrity, trust, respect, and teamwork by being empathetic, caring, patient, enthusiastic, polite and professional, working a variety of shifts that are in the same office type setting, and performing all duties in a safe manner and in accordance with organizational values, policies, and procedures.Minimum qualifications include a high school diploma or GED. Preferred qualifications include at least one (1) year of successful demonstrated experience in a fast-paced customer service work environment that includes multi-tasking, significant public contact, and multi-line telephone communications, at least one (1) year of successful demonstrated experience using computers and computer-related equipment, call center or related experience, and experience with shift work.Tattoos and other markings, as described below, will be cause for disqualification: any tattoos, or other markings on the head, scalp, face, ears, neck (above the collarbone), or hands (wrist to fingertips). Permanent cosmetic make-up on the face or permanent commitment band(s) on the finger(s) are exempt from this policy. Current Police Department employees hired prior to July 1, 2025, will be exempt from this disqualification. Illegal drug usage, as described below, at the time of application may be cause for disqualification: any use of marijuana within 1 year prior to the date of application; any usage of any illegal drugs other than marijuana (i.e. heroin, cocaine, LSD, amphetamines, steroids, or other illegal drug as defined in schedules I through V of Section 202 of the Controlled Substances Act) within two (2) years prior to the date of application.Special requirements include comprehensive background investigation, truth verification analysis, polygraph, psychological examination, drug screening, physical examination, attendance of a 2-hour orientation in the City of Pueblo Communications Center, and passing both the Overall Non-Data Entry and Overall Data Entry (2826 keystrokes-per-hour KPH) sections of the CritiCall 911 Public Safety Dispatcher Pre-Employment Test.Special conditions of employment include being able to achieve CCIC/NCIC Certification within six (6) months of employment, being able to achieve Emergency Medical Dispatch (EMD) certification through the International Academies of Emergency Dispatch (IAED) within nine (9) months of employment, being able and willing to work 8- or 10-hour varied shifts, nights, weekends, holidays, and mandatory overtime, and being able to meet attendance and punctuality standards as established by the Pueblo Police Department and the City of Pueblo.Once hired, PPD employees are prohibited from adding any new tattoos or body art markings to the head, scalp, face, ears, neck (above the collarbone), or hands (wrist to fingertips). PPD policy also prohibits tattoos or other visible markings that are considered extremist, hate-based, indecent, political, or unbecoming a law enforcement officer. Employees may show tattoos that are below the elbow on the arms but above the wrist or below the knees of the legs provided that the tattoos are not otherwise prohibited by policy. Once hired, all employees are required to submit documentation regarding existing tattoos which shall become part of the employee's departmental personnel file. All required licenses and certifications listed above must be maintained throughout the term of employment. Failure to obtain or maintain licenses and certifications in addition to keeping the required knowledge, skills and abilities listed for this position may result in demotion or termination. Due to Federal and State Criminal Justice System access requirements, classifications that access and maintain criminal justice information may also be required, as a condition of employment, to not have been convicted of and/or have pending charges of a felony or misdemeanor crime that would deny or otherwise restrict access to criminal justice information. This requirement applies to all existing City employees as well as external candidates seeking to fill positions that meet the given criteria.If hired, you must be able to submit proof of your legal right to work in the United States. All persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. The City does not sponsor work visas.The City of Pueblo offers a very rich benefits packet! Click on the "Benefits" hyperlink at the top of this (online) job posting to view a summary of the benefits associated with this position. For a more comprehensive view on the lush benefits offered by the City, please go to www.pueblo.us/benefits.