SLC911 Public Safety Dispatcher

Job description

Position Title: SLC911 Public Safety Dispatcher Bargaining Unit: AFSCME Job Description: Working under general supervision of a Dispatch Communications Supervisor, incumbent receives incoming emergency and non-emergency calls requesting police, fire, and EMS assistance from SLC911 (Salt Lake City 911). Operates telephone, radio, and computer-aided dispatch (CAD) systems. Dispatches emergency units and/or personnel in response to requests for assistance for both Police and Fire/EMS. Coordinates communications during field activity and relays information to appropriate department, public safety officials or other agencies This position may require non-traditional hours and overtime as needed to cover a 24-hour-per-day operation. About the Position: Join Salt Lake City 911 as a Public Safety Dispatcher and serve as a critical link between the community and Salt Lake City Police, Fire, and EMS. You’ll answer emergency and non-emergency calls, assess and prioritize requests for service, and dispatch the appropriate public safety resources using advanced CAD, radio, telephone, mapping, and communications systems. This fast-paced role requires sound judgment, composure under pressure, and the ability to quickly gather, prioritize, and relay critical information. Public Safety Dispatchers work in a 24-hour operation and play an essential role in coordinating emergency response and supporting the safety of our community. This position requires rotating shifts, including evenings, overnights, weekends, holidays, and overtime as needed. Position Hourly Range: $26.62 – $40.03/hr This AFSCME-covered position follows an established wage scale with defined pay steps and progression up to $40.03/hr. Initial placement is at the entry rate, with higher placement based on qualifying prior public safety dispatch experience. This position is eligible for full city benefits, including: Health Insurance Dental, Vision and Life Insurance Paid vacation and personal leave 6-12 weeks of paid parental leave available Retirement contributions toward a pension plan and/or 401(k) A robust Employee Assistance Plan (EAP) Up to $4,000 tuition reimbursement annually Discounted supplemental benefits like pet insurance and legal services Typical Duties: Using computer-aided dispatch and a telephone system, answers emergency 911 lines including calls and requests for assistance from various public and private agencies for all disciplines. Reviews and prioritizes calls as either emergency or non-emergency. Responds to inquiries, transfers calls and/or records, and inputs call information into computer database. Determines level and type of response needed and takes appropriate action based on established protocols, policies, and procedures. Uses Automatic Vehicle Locator (AVL) and mapping software to aid in the dispatching and tracking of units in the field. Uses multi-channeled computerized radio system to dispatch either Police or Fire/EMS units and communicates with field personnel. Updates emergency units while in route to a scene and as additional information becomes available. Patches channels in accordance with policies and guidelines for major situations or events. May be required to maintain contact with caller to obtain and relay additional information and/or provide instructions, until emergency field personnel arrive on the scene. May provide emergency, lifesaving first aid or safety instructions based on clearly defined policies and guidelines. Contacts other Police and Fire/EMS agencies, public and private utilities, various government agencies and outside specialists as requested by public safety officials. Responds to field officers’ requests for information regarding vehicle registrations, driver license status, criminal histories, outstanding warrants, etc. Receives and dispenses information on city, state and private property impounds, repossessions and stolen and recovered vehicles. Responds to field personnel with pertinent information, performing requests for service and making necessary callbacks. Initiates contact with callers who have disconnected from 911 emergency lines to determine if an emergency exists. If unable to make contact via phone, dispatches emergency units to the scene for follow-up. Operates TTY system to communicate with the hearing-impaired community as well as proficient in text to 911 messaging. Must be able to continue communication in order to determine call type and priority for response from police, medical or fire personnel. Provides prior notification and pertinent information to domestic violence victims regarding release of suspected offenders. If unable to make phone contact with victims, ensures field personnel are notified and dispatched to make contact in person. Receives and records information obtained from reports on minor criminal acts, crimes with minimal dollar amounts, and no suspect information. Enters all information into computer database. Proficient in the records management system software for their dedicated discipline. Monitors computer equipment, alarm systems and video surveillance equipment; notifies Dispatch Communications Supervisor in the event of an emergency or malfunction. Complies with all City, Department (Police & Fire),SLC911 policies and procedures. Responsible for on-the-job training and mentoring of new Public Safety Dispatchers. May act as a functional lead in the absence of a Dispatch Communications Supervisor. Must stay proficient in call-taking as well as dispatching emergency calls for service for Police, Fire, and EMS related calls. Performs other duties as assigned. Minimum Qualifications: High school diploma or equivalent. Ability to successfully complete all training and training-related exams required to perform both Police and Fire/EMS call-taking within 12 months of hire. Ability to operate standard office equipment, including personal computers and word processing software. Ability to work rotating shifts and holidays. Ability to work long shifts, overtime shifts, and last-minute shift assignments. Ability to maintain composure and relate well with the public under adverse circumstances and stressful situations. The ability to maintain positive working relationships and effective oral and written communication on a regular basis with department management, supervisors, other employees, peers, and the public. Ability to hear, speak clearly and be easily understood. Ability to successfully obtain and maintain certification in Emergency Medical Dispatching (EMD) Cardio-pulmonary Resuscitation (CPR) Certification, and Bureau of Criminal Identification (BCI) Certification within six (6) months of employment. Ability to successfully obtain and maintain certification in Police Officers Standards and Training (POST) Dispatch Certification within 2 years of employment. Must maintain a reliable attendance record, this includes showing up on time and showing up for all scheduled shifts, and overtime. Working Conditions: Comfortable working conditions. Required to stay within workstation boundaries for extended periods of time. Intermittent sitting, standing, and walking in a normal office environment. Typing, copying, writing, and using a computer is a regular part of the day. Considerable exposure to stressful situations because of human behavior and due to the crisis nature of the duties. Unconventional working hours are required, including eight (8), ten (10) or twelve (12) hour shifts and evening, overnight, holidays and overtime as needed. Continual exposure to several computer monitors for extended periods. Requires some extended reaching and repetitive movement due to many computers. The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. POSITION TYPE Full-Time DEPARTMENT 911 Bureau Full Time/Part Time: Full time Scheduled Hours: 40