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COMMUNICATIONS DISPATCHER 2*

Class Title: COMMUNICATIONS DISPATCHER 2*
Bargaining Unit: Use for all Job Titles
Class Code: 002752
Education and Experience: Education equivalent to graduation from a standard high school and experience equivalent to one year of full-time communications dispatching experience.

Substitution of Experience for Education: Qualifying full-time experience in communications dispatching 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 Tennessee Wildlife Resources Agency (TWRA) 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 average 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 working class in the Communications Dispatcher sub-series. An employee in this class performs shift work, on a rotating basis, in receiving law enforcement information, disaster and/or weather information, by telephone, computer-aided dispatch (CAD) and two-way radio, and transmitting messages based on this information to the most appropriate agencies or individuals. Work involves making decisions on the most appropriate agencies or individuals to receive the information and preparing and maintaining communications logs and statistical reports. This class is flexibly staffed with and differs from that of Communications Dispatcher 1* in that an incumbent of the latter functions in an entry or learning capacity. This class differs from that of Communications Dispatcher Supervisor in that an incumbent of the latter is responsible for supervising and scheduling the work of a small unit of subordinate communications dispatchers.

Work Activities:

Getting Information:
  1. Receives and transmits information, which may include, but not limited to incidents such as motor vehicle or boat accidents, hunting accidents, and other incidents with fatalities.
  2. Receives law enforcement information by telephone, National Crime Information Center (NCIC), administrative message, and computer-aided dispatch (CAD) applications, and transmits messages based on this information to the appropriate law enforcement agency(ies) or personnel.
  3. Questions callers to determine their locations and the nature of the call to determine what type of response is needed.
  4. Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
  5. Receives weather information and forecasts by National Crime Information Center (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.
  6. Process complaints and make appropriate referrals on a broad variety of public safety matters that often require referring to or memorizing detailed reference materials and standard operating procedures including databases, maps, telephone listings, and other resources.
  7. Observe alert systems, scan maps, and other resources to determine whether a specific emergency or complaint, or incident is in the dispatch service area.
  8. Handles communications requests that may include requests for driver’s license identification, hunting and fishing license identification, motor vehicle or boat title and registration identification, wanted or missing person’s identification, and requests for wrecker and ambulance services.
Making Decisions and Solving Problems:
  1. Ability to problem solve while working independently.
  2. Maintains a professional level of composure, and a positive customer focused attitude while dealing with situations of various stress levels and communicating with coworkers, supervisors, other personnel, the public, and other agencies.
  3. Make rapid, accurate decisions that affect the outcome of other public safety services.
  4. Determine response requirements and relative priorities of situations and dispatch units in accordance with established procedures.
  5. Gathers and analyzes information skillfully, and makes decisions based upon research experience and within the scope of their responsibility.
  6. Identifies, prioritizes, and resolves incidents efficiently and timely.
  7. Follows the chain of command to inform and relay information.
Processing Information:
  1. Records 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. Inputs, updates, requests, and queries information from a variety of sources to maintain current, accurate records, or to be able to access databases for information.
  3. Must condense large amounts of information into readable, sensible, accurate remarks.
Monitor Processes, Materials, or Surroundings:
  1. May monitor the location and status of field law enforcement personnel by computer-aided dispatch (CAD) applications and global positioning systems (GPS) on a regular basis and dispatch additional law enforcement or other necessary response personnel to assist with handling certain situations, as needed.
  2. Evaluates the nature of the emergency or disaster situation and notifies by telephone, National Crime Information Center (NCIC), two-way radio, and/or e-mail agencies or pertinent individuals with the expertise and/or authority to handle the situation.
  3. Monitors statewide emergency National Crime Information Center (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. Prepares and maintains radio, telephone, and computer-aided dispatch (CAD) 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. Maintain contact with all units on assignment at all times regarding status and location and record information into a computer-aided dispatch (CAD) system or database.
  3. Maintain files of information relating to emergency calls such as personnel rosters, and emergency call-out and pager files.
Interacting with Computers:
  1. Operates a variety of computer-aided dispatch (CAD) systems and two-way radio communications equipment in the performance of work.
  2. Use a variety of word processing programs, database programs, email programs, specialty software, fax machines, scanners, printers, copier, multi-line phone systems.
  3. Use appropriate systems and software including but not limited to closed circuit television, monitoring equipment, audio recording systems, and detection systems.
Updating and Using Relevant Knowledge:
  1. Obtains Tennessee Information Enforcement System (TIES) certification within first six months of employment and recertifies every two years.
  2. Keeps current with changes in policies and procedures, laws, regulations, guidelines, etc., and applies current knowledge.
  3. Maintains proficiency with current computer-aided dispatching (CAD) system.
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. Maintains professional relationship with outside agencies to ensure cooperation and maintenance of legal user agreements.
Communicating with Persons Outside Organization:
  1. Relay emergency information to law enforcement agencies and to all other individuals or groups requiring notification.
  2. Relay information and messages regarding non-emergent situations to law enforcement agencies, and to all other individuals or groups requiring notification.
  3. Provides information to callers according to the caller’s need, answers caller’s questions, and refers the caller to other law enforcement or state agencies as needed.
  4. TWRA dispatchers interpret boating, fishing, hunting, and other wildlife regulations for callers.
Interpreting the Meaning of Information for Others:
  1. Efficiently and effectively extracts information from callers with emphasis on obtaining only the details pertinent to the situation that prompted the call.
  2. Maintains liaison with language line to interpret for individuals experiencing language barriers.
Performing Administrative Activities:
  1. Complete various logs and reports to inform coworkers, supervisors, and other shifts of daily activities.
  2. Enter personal time, leave and overtime requests into time and labor reporting system.
Evaluating Information to Determine Compliance with Standards:
  1. Maintains familiarity with standard operating procedures and appropriate manuals that provide thorough knowledge of the policies and procedures ensuring compliance.
  2. Deals with sensitive information in a discrete and confidential manner.
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. Maintains professional relationship with outside agencies to ensure cooperation and maintenance of legal user agreements.
Coaching and Developing Others:
  1. Provide mentoring to coworkers and other employees to facilitate development and job performance as required.
Communicating with Supervisors, Peers, and Subordinates:
  1. Relay information and messages pertaining to emergent and non-emergent situations as needed to supervisors, peers, or subordinates.

Competencies (KSA’s):

Competencies:
  1. Composure
  2. Informing
  3. Written Communications
  4. Priority Setting
  5. Timely Decision Making
  6. Dealing with Ambiguity
  7. Technical Learning
  8. Learning on the Fly
  9. Patience
Knowledge:
  1. Public Safety and Security
  2. Telecommunications
  3. Customer and Personal Service
Skills:
  1. Active Listening
  2. Judgment and Decision Making
  3. Writing
  4. Speaking
  5. Active Learning
  6. Service Orientation
  7. Time Management
  8. Coordination
  9. Operation and Control
Abilities:
  1. Oral Comprehension
  2. Written Expression
  3. Oral Expression
  4. Auditory Attention
  5. Time Sharing
  6. Memorization
  7. Written Comprehension
  8. Speech Recognition
  9. Speech Clarity
  10. Selective Attention
  11. Deductive Reasoning
  12. Wrist-Finger Speed

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: Work, 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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