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COMMUNICATIONS DISPATCHER 1*

Class Title: COMMUNICATIONS DISPATCHER 1*
Bargaining Unit: Use for all Job Titles
Class Code: 002751

Education and Experience: Education equivalent to graduation from a standard high school.

Substitution of Experience for Education: Qualifying experience in communications equipment operations may be substituted for the required education on a year-for-year basis.

Other Requirements:

Necessary Special Qualifications: Applicants for this class must:

  1. Be at least eighteen (18) years of age;
  2. Be a citizen of the United States;
  3. Have a good moral character, as determined by investigation;
  4. Complete a criminal history disclosure form in a manner approved by the appointing authority;
  5. Agree to release all records involving their criminal history to the appointing authority;
  6. Supply a fingerprint sample in a manner prescribed by the TBI for a fingerprint based criminal history records check;
  7. Not have been convicted or pleaded guilty to or entered a plea of nolo contendere to any felony charge or to any violation of federal or state laws or city ordinances relating to force, violence, theft, dishonesty, gambling, liquor, or controlled substances, Tennessee Code Annotated 7-86-205;
  8. Not have been discharged under any other than honorable conditions from any branch of the United States armed forces;
  9. Pass a physical examination administered by a licensed physician that is consistent with the Americans with Disabilities Act and that relates to the essential functions of the position;
  10. Upon appointment, successfully complete a prescribed course of instruction approved by the Tennessee Public Safety Committee.

Applicants for positions in the Department of Safety and the Tennessee Wildlife Resources Agency must pass a psychological evaluation administered by a licensed mental health professional that is consistent with the Americans with Disabilities Act and that relates to the essential functions of the position.

Examination Method: Education and Experience, 100%, for Preferred Service positions.

Job Overview: Summary: Under general supervision, is responsible for communications equipment operations work of routine difficulty in operating computer-aided dispatch (CAD) and two-way radio equipment in receiving and transmitting law enforcement information, disaster and/or weather information; and performs related work as required.

Distinguishing Features: This is the entry class in the Communications Dispatcher sub-series. An employee in this class performs shift work, on a rotating basis, in receiving law enforcement, disaster and/or weather information, by telephone, computer-aided dispatch (CAD) and two-way radio equipment, and transmitting messages based on this information to appropriate agencies or individuals to receive the information and preparing and maintaining communication logs and statistical reports. This class differs from that of Communications Dispatcher 2* in that an incumbent of the latter performs communications equipment operations work at the working level.

*An applicant appointed to this flexibly staffed class will be reclassified to the next higher class in the series after successful completion of a mandatory training period; inadequate or marginal performance during the training period will result in automatic demotion or termination.

Work Activities: Getting Information:

  1. Learns to receive and transmit information, which may include, but not limited to incidents such as motor vehicle or boat accidents, hunting accidents, fatalities.
  2. Learns to receive law enforcement information by telephone, NCIC administrative message, and two-way radio, and transmits messages based on this information to the appropriate law enforcement agency(ies) or personnel.
  3. Learns to question callers to determine their locations and the nature of their problems to determine what type of response is needed.
  4. Learns to handles communications requests for driver’s license identification, hunting and fishing license identification, motor vehicle or boat title and registration identification, wanted or missing persons identification, and wrecker and ambulance services.
  5. Learns to observe alert systems, scan maps, and other resources to determine whether a specific emergency or complaint, or incident is in the dispatch service area.
  6. Learns to scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
  7. Learns to receive weather information and forecasts by NCIC or other resources and transmits information to field personnel who may be affected by adverse weather conditions or needed to assist the public affected by such conditions.

Interacting With Computers:

  1. Learns to operate a variety of computer aided dispatch systems, NCIC, REAL licensing system, Citations, and two-way radio communications equipment in the performance of work.
  2. Learns to use word processing programs, database programs, email programs, fax machines, scanners, printers, phone systems.
  3. Learns to use appropriate systems and software including but not limited to closed circuit television, monitoring equipment, audio recording systems, detection systems.
  4. Learns to enter personal time, leave/overtime requests into time and labor reporting system.
  5. Learns to complete various logs and reports to inform coworkers, supervisors, and other shifts of daily activities.

Monitor Processes, Materials, or Surroundings:

  1. Learns to evaluate the nature of the emergency or disaster situation and notifies by telephone, NCIC and/or two-way radio, e-mail agencies or pertinent individuals with the expertise and/or authority to handle the situation.
  2. Learns to monitor the location and status of field law enforcement personnel by two-way radio, GPS on a regular basis and dispatch additional law enforcement or other necessary response personnel to assist with handling certain situations, as needed.
  3. Learns to monitor statewide emergency NCIC and radio communications systems and receives notification of emergency or disaster situations, including hazardous materials spills, tornadoes, flash flooding, and the search and rescue of specific individuals or groups.

Documenting/Recording Information:

  1. Learns to prepare and maintain radio, telephone, and teletype communications logs and pertinent statistical data and reports on motor vehicles or boating accidents, fatalities, and/or emergency or disaster situations; maintains statistical data pertaining to non-emergent calls.
  2. Learns to maintain contact with all units on assignment at all times regarding status and location and record information computer aided dispatch system or database.
  3. Learns to maintain files of information relating to emergency calls such as personnel rosters, and emergency call-out and pager files.

Processing Information:

  1. Learns to record names, addresses, and phone numbers rapidly and accurately and quickly be able to recall details and essential information such as descriptions, direction of travel, locations, etc.
  2. Learns to input, update, request, and query information from a variety of sources to maintain current, accurate records, or to be able to access databases for information.
  3. Learns to condense large amounts of information into readable, sensible accurate remarks.

Communicating with Supervisors, Peers, or Subordinates:

  1. Learns to relay emergency information to law enforcement agencies and to all other individuals or groups requiring notification.
  2. Learns to interpret boating, fishing, hunting, and other wildlife regulations; provides information; answers questions; and refers to other law enforcement or state agencies.
  3. Learns to relay information and messages regarding non-emergent situations to law enforcement agencies, and to all other individuals or groups requiring notification.

Updating and Using Relevant Knowledge:

  1. Obtain Tennessee Information Enforcement System (TIES) certification and recertify every two years.
  2. Become efficient and maintain efficiency with current computer aided dispatching (CAD) system.
  3. Keep current with changes and applies policies and procedures, laws, regulations, guidelines, etc.

Evaluating Information to Determine Compliance with Standards:

  1. Learns to condense large amounts of information into readable, sensible accurate remarks.
  2. Learns to deal with sensitive information in a discrete and confidential manner.
  3. Becomes and maintains familiarity with standard operating procedures and appropriate manuals that provide thorough knowledge of the policies and procedures ensuring compliance.

Interpreting the Meaning of Information for Others:

  1. Learns to extract information from callers with emphasis on obtaining only pertinent details.
  2. Develops and maintains liaison with language line to interpret for individuals experiencing language barriers.

Establishing and Maintaining Interpersonal Relationships:

  1. Communicates politely and courteously with coworkers, supervisors, other business partners to ensure a positive and productive work environment.
  2. Develops professional relationships with outside agencies to ensure cooperation of legal user agreements.

Performing General Physical Activities:

  1. Sits or stands at desk for long periods of time.

Competencies (KSA’s): Competencies:

  1. Standing Alone
  2. Listening
  3. Informing
  4. Priority Setting
  5. Written Communications
  6. Ethics and Values
  7. Customer Focus
  8. Decision Quality
  9. Dealing with Ambiguity
  10. Functional / Technical Competency
  11. Patience
  12. Time Management
  13. Compassion
  14. Organizing
  15. Technical Learning

Knowledge:

  1. Telecommunications
  2. Customer and Personal Service
  3. Computers and Electronics
  4. Clerical
  5. Public Safety and Security

Skills:

  1. Service Orientation
  2. Active Listening
  3. Writing
  4. Speaking
  5. Time Management
  6. Social Perceptiveness

Abilities:

  1. Oral Comprehension
  2. Oral Expression
  3. Selective Attention
  4. Information Ordering
  5. Written Expression
  6. Auditory Attention
  7. Speech Clarity
  8. Time Sharing
  9. Written Comprehension
  10. Speech Recognition

Tools and Equipment Used:

  1. Personal Computer, Multi-Monitor Computer
  2. Computer Input and Output Devices
  3. Printer
  4. Copier
  5. Fax Machine
  6. Telephone
  7. Two-Way Radio
  8. Closed-Circuit Television
  9. 800 Megahertz (MHz) Radio
  10. VHF Base Radio
  11. Multi-Agency Mutual Aid Radio
  12. Computer-Aided Design (CAD) Dispatch System
  13. Microsoft Office Software: Word, Excel, Access, Power Point, Outlook Exchange, One Note
  14. Tennessee Information Enforcement System (TIES)
  15. National Crime Information Center (NCIC)
  16. Software (TWRA): REAL Licensing, Active Outdoors, Citations, 3270 Criminal Justice Portal, ARC Explorer, Omnixx

 

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