City of Takoma Park, MD Class Specification
CLASS TITLE: Senior Police Dispatcher
REPORTS TO: Administrative Services Manager
FLSA STATUS: N
SALARY GRADE: 30
EEO CODE: 6
PDF Download Available
JOB SUMMARY AND DISTINGUISHING FEATURES OF THE WORK
Under general supervision, provides prompt and accurate dispatching of police units; receives and disseminates emergency and non-emergency calls for service from citizens on the telephone; enters and maintains records in computer system; serves as supervisor over other Police Dispatchers.
Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.
Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.
Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.
Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
Plans for and uses resources efficiently, always looks for ways to reduce costs, creates accurate and realistic budgets and budget projections, tracks and adjusts budgets, contributes to budget planning. Prepares and submits budget within specified time constraints. Anticipates departmental operating and capital needs and budgets adequately for needed expenditures. Reports departmental expenditures within specified time constraints. Bills are submitted for payment on time. Completes and files all applicable reports related to grants, agenda items, etc. within specified deadlines. Anticipates long-term budgeting needs in manner that allows the City to anticipate and plan for sources of revenues for extraordinary future expenses. Controls expenditures to deliver department's services within agreed upon budget. Follows established procurement procedures in obtaining goods and services.
Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others. Knows when to notify and/or involve the department head or the City Manager prior to making a decision.
Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.
Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, articulates own and others goals, stays focused on positive outcome.
Establishes project goals, milestones, and procedures, defines roles and responsibilities, acquires project resources, coordinates projects throughout company, monitors project progress, manages multiple projects.
ESSENTIAL JOB FUNCTIONS
Carries out lead worker responsibilities including: training in job skills, assigning and directing work, preparing performance appraisals, and general supervision of other dispatchers.
Answers emergency and non-emergency calls from the public; determines the nature of the call; determines action required to handle call appropriately.
Dispatches the appropriate equipment and personnel to the scene.
Maintains awareness of officers location in order to dispatch calls appropriately, efficiently, and provide for officer safety.
Monitors equipment for functional performance.
Checks for wants and warrants on suspects, runaways, and stolen vehicles utilizing the computer system.
Plan meetings and prepare agenda, training and instruction manuals.
Review audio transmission to investigate complains and ensure quality of dispatcher performance.
Maintain inventories for portable and mobile radios.
IMPORTANT JOB FUNCTIONS
Serves as receptionist and assists callers with non-emergency situations, such as giving office hours and directions to various agencies.
Works on special projects.
Performs other related duties as assigned.
MATERIAL AND EQUIPMENT USED
- General Office Equipment
- Multi-line phone
- Radio Console
MINIMUM QUALIFICATIONS REQUIRED
Education and Experience
High School diploma or GED; and,
One to two years of progressively responsible related experience in addition to two years of supervisory experience; or,
Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Licenses and Certifications
KNOWLEDGE, SKILLS, AND ABILITIES
Geography of City of Takoma Park and surrounding area, including roadways.
FCC regulations related to the use of radio and telecommunications equipment.
Operation of radio, computer aided dispatch and other telecommunications equipment.
Operation of MILES\NCIC, and other computer systems used in emergency operations.
Policies, procedures and practices of emergency communications and dispatch operations.
Basic law enforcement procedures.
Applicable state, federal and local ordinances, laws, rules and regulations.
Operating emergency communications and dispatch equipment.
Directing the work of subordinate staff.
Typing and operation of a computer keyboard in order to enter and retrieve data.
Typing at a rate of 25 wpm.
Eliciting information from irate, upset or anxious callers.
Giving detailed instructions and information to callers.
Communicating clearly and effectively with others, both orally and in writing.
Operating various office equipment.
Mental and Physical Abilities
Ability to listen to caller, type into computer the information about the call, and respond to the radio simultaneously.
Ability to think clearly, speak audibly and distinctly, make decisions quickly, and take effective action in emergency situations.
Ability to deal with a variety of tasks effectively.
Ability to understand and carry out written and oral instructions.
Ability to read data, files and reports with comprehension.
Ability to establish and maintain effective working relationships with others.
While performing the essential functions of this job, the incumbent is regularly required to sit, use hands and fingers to handle, seize, hold, grasp or turn objects, to reach with hands and arms, and speak and hear.
Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust.
The incumbent's working conditions are moderately quiet.
Regular exposure to persons displaying irate, angry or volatile behavior and emergency situations which exposes the incumbent to a high degree of stress.
Working time may require irregular hours and shift times.
file: Senior Police Dispatcher
This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.