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Emergency Telecommunications Dispatcher

Position's main responsibility is as Dispatcher and call taker of emergency and non-emergency incidents; administrative and technical work in receiving and dispatching routine and emergency information; keeping official records; assisting in the administration of the standard operating procedures of the Communications Center providing 24 hour, seven day a week, service for Police, Fire and Emergency Medical Services; and performing data entry and other Public Safety administrative duties. Supervision: Works under the supervision of the Communications Center Administrator and subject to limitations imposed by the Police and/or Fire Chiefs. Position requires an ability to work independently and on own initiative, as well as an effective member of a team with professional with and reasonable judgment in making decisions, within authority, in performance of all functions of job while following all set protocols and procedures of job and maintenance of Communications Center. May receive direction in complex situations from Police, Fire, and/or Emergency Medical personnel or other Mutual Aid Agencies.

Education and Experience: High school graduate or GED equivalent required plus 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; six months related experience and working knowledge of computers and general office practices such as typing, filing, accounting/bookkeeping required; or any equivalent combination of education and experience. Must have a valid Massachusetts Driver License. Must submit to, and successfully pass, a Massachusetts Board of Probation and an Interstate Inquiry Index record check; must comply with the minimal qualification guidelines established by the Criminal History Systems Board. If do not possess current certification, must acquire within six months of hire, required certifications are: First Responder/CPR, LEAPS/NCIC, Emergency Medical Dispatch, Enhanced 911, and APCO Basic Telecommunication.

Skills and Qualifications: Must have the ability to perform multiple tasks at the same time i.e., 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 town personnel in an effective manner. Ability to attend to a number of details occurring simultaneously and do so with proficient accuracy; ability to read, write and speak clearly and provide clear directions over a radio or telephone; ability to elicit needed information from an individual who may be a child, injured, in need of emergency service personnel or in a highly agitated frame of mind. 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.