Job Information
City of Pueblo Emergency Services Dispatcher in United States
Emergency Services Dispatcher
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Emergency Services Dispatcher
Salary
$52,672.20 - $68,374.68 Annually
Location
Pueblo, CO
Job Type
Full-Time (Classified)
Job Number
2406-5103
Department
Police
Opening Date
06/11/2024
Closing Date
7/2/2024 11:59 PM Mountain
Description
Benefits
Questions
DESCRIPTIVE STATEMENT:
The Emergency Services Dispatcher is a FLSA non-exempt entry-level position under the general supervision of the Emergency Services Dispatch Supervisor. This position performs critical public contact and communication work necessary for dispatching police, fire, and emergency medical services to emergency and non-emergency situations. As the first point of contact with the public via the emergency 911 lines and other telephone lines, the employee must obtain information from callers who may be injured, confused, hysterical, frightened, or abused. The position requires employees to work in highly stressful, emergency situations where injury or death of individuals might occur as a result of an error.
This job description is an overview and is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all the functions and tasks required of the position.
DUTIES & RESPONSIBILITIES:
ESSENTIAL FUNCTIONS:
Operates a multi-line telephone system to answer emergency and non-emergency calls for service
Operates and communicates through multiple radio transmitters and receivers
Calms, negotiates, advises, and otherwise communicates with callers to obtain necessary and accurate information
Simultaneously processes information without sacrificing speed and accuracy
Determines appropriate nature of calls and assigns the predetermined codes and priority necessary for proper emergency service response
Monitors location, status, and needs of police, fire, medical and other emergency personnel by use of radio, telephone, computer, logs, and other means
Simultaneously uses multiple monitors associated with the Computer Aided Dispatch (CAD) system
Provides emergency medical assistance to the public by telephone
Updates and dispatches information as it is received; retrieves necessary information including driver's licenses, vehicle registrations, warrants, etc. through a variety of computer sources
Maintains required forms and logs
IMPORTANT FUNCTIONS:
Performs related duties as assigned
May perform other duties as assigned, of similar classifications of an equal or lower pay grade
PHYSICAL REQUIREMENTS:
The physical standards an employee must meet in order to perform the essential job duties with or without a reasonable accommodation include:
Hear and distinguish between multiple levels of sounds, frequencies, tones, and tones of voice
Speak clearly with excellent articulation, proper professional language, and appropriate tone and volume level
Manual dexterity to operate radio, telephone, and computer equipment
Sit for extended periods of time in front of a computer terminal
Clear vision and the ability to distinguish between various colors
KNOWLEDGE, SKILLS & ABILITIES:
Must have knowledge of:
Pueblo City and County streets, locations and landmarks
Basic filing procedures
Superior customer service principles and skills
Must have the skill and ability to:
Learn and abide by department policies, practices, techniques, and methods required to perform the essential functions
Prioritize calls (emergent/non-emergent)
React with an appropriate sense of urgency
Operate multi-frequency 2-way radio and multi-line telephone systems while maintaining composure and room awareness
Operate a computer system terminal with multiple screens, related office equipment, and computer-aided software programs to access and enter information through the use of word processors, spreadsheets, and/or databases
Work consistently well under pressure to manage excessively stressful situations without compromising job performance or mental and physical efficiency, including excellent organizational skills to manage work time properly in light of heavy workloads, and the ability to gather pertinent information quickly and accurately, detect and correct errors, and perform multiple competing tasks simultaneously when necessary
Distinguish directions
Listen to, read, and understand applicable rules, policies, procedures, laws, correspondence and memoranda
Accept discipline and constructive criticisms, and comply with verbal and written instructions
Effectively train, coach, and mentor all job requirements to new dispatchers
Provide good customer service to and communicate effectively, both orally and in writing, with diverse persons or groups, including superiors, City personnel, other agencies, the general public, and others contacted in the course of work. In absence of face-to-face involvement, this includes effectively listening to and transmitting information in an understandable, accurate and helpful manner, while demonstrating consistency, courtesy, personal integrity, high moral standards, empathy/sensitivity. and a professional demeanor
Elicit mission-essential information from upset and irate callers, and maintain a calm and professional demeanor with callers who may be verbally abusive, emotionally upset, uncooperative, or frightened
Provide medical assistance to callers by using a standardized system of processing emergency calls utilizing structured interrogation and pre-scripted instructions
Use good judgment and act decisively in handling emergency and stressful situations, assessing problems and situations in a timely manner, anticipating needs, evaluating alternatives, and appropriately using available resources with expediency
Display self-motivation, loyalty, and commitment to the Department and the City of Pueblo, and show the willingness to take initiative and act in a dependable and mature manner
Promote an atmosphere that embraces cooperation, a positive attitude, diversity, integrity, trust, respect, and teamwork by being empathetic, caring, patient, enthusiastic, polite and professional
Work a variety of shifts that are in the same office type setting
Perform all duties in a safe manner and in accordance with organizational values, policies, and procedures
MINIMUM QUALIFICATIONS:
In addition to the knowledge, skills, and abilities listed above, the candidate is required to have the following by date of application:
- A high school diploma or GED
The following qualifications are highly preferred:
At least one (1) year of successful demonstrated experience in a fast-paced customer service work environment that includes multi-tasking, significant public contact, and multi-line telephone communications
At least one (1) year of successful demonstrated experience using computers and computer-related equipment
Call Center or related experience
Experience with shift work
Illegal drug usage, as described below, at the time of application may be cause for disqualification:
- Any use of marijuana within 1 year prior to the date of application;
And/Or
- Any usage of any illegal drugs other than marijuana (i.e. heroin, cocaine, LSD, amphetamines, steroids, or other illegal drug as defined in schedules I through V of Section 202 of the Controlled Substances Act) within two (2) years prior to the date of application.
SPECIAL REQUIREMENTS:
Candidates must be willing to submit to the following post-conditional job offer requirements:
Comprehensive background investigation
Polygraph
Psychological examination
Drug screening
Physical examination
Attendance of a 2-hour orientation in the City of Pueblo Communications Center
CritiCall 911 Public Safety Dispatcher Pre-Employment Test (must pass both the Overall Non-Data Entry and Overall Data Entry (2826 keystrokes-per-hour KPH) sections of the exam).
Individual will be exposed to highly stressful emergency situations where injury or death may occur as a result of an error. May be required to work in a seated position for extended periods of time, with limited mobility in a highly-structured environment.
The successful candidate(s) for this position must:
Be able to achieve Emergency Medical Dispatch (EMD) certification through the International Academies of Emergency Dispatch (IAED) within nine months of employment.
Be able and willing to work 8- or 10-hour varied shifts, nights, weekends, holidays, and mandatory overtime.
Able to meet attendance and punctuality standards as established by the Pueblo Police Department and the City of Pueblo.
All required licenses and certifications listed above must be maintained throughout the term of employment. Failure to obtain or maintain licenses and certifications in addition to keeping the required knowledge, skills and abilities listed for this position may result in demotion or termination.
Due to Federal and State Criminal Justice System access requirements, classifications that access and maintain criminal justice information may also be required, as a condition of employment, to not have been convicted of and/or have pending charges of a felony or misdemeanor crime that would deny or otherwise restrict access to criminal justice information. This requirement applies to all existing City employees as well as external candidates seeking to fill positions that meet the given criteria.
BENEFITS:
The City of Pueblo offers a very rich benefits packet! Click on the “Benefits” hyperlink at the top of this (online) job posting to view a summary of the benefits associated with this position. For a more comprehensive view on the lush benefits offered by the City, please go to www.pueblo.us/benefits.
CIVIL SERVICE EXAM: July 16, 2024
Please note that the Civil Service Commission may use a Training & Experience (T&E) evaluation of your application to establish an eligibility list for this classification.
BENEFITS PACKAGE FOR FULL-TIME CLASSIFIED EMPLOYEES
The City of Pueblo offers a comprehensive benefits package for full-time classified positions, delivering quality and value to meet the diverse needs of our workforce. From paid holidays and personal holidays to accruing vacation time, City employment lets you plan for your future, stay healthy and maintain a quality work/life balance for you and your family.
As a PERA member, you contribute a percentage of every paycheck to PERA in exchange for a lifetime defined benefit, or pension. (https://www.copera.org/colorado-pera)
Comprehensive and affordable benefit plans for medical, dental, vision, life insurance and a variety of other optional products (https://www.pueblo.us/259/Employee-Benefits) to meet your health and wellness needs.
The City offers opportunities for professional growth with annual salary increases (https://www.pueblo.us/973/Employee-Salaries-Staffing) and potential promotional opportunities and lateral movement within the City. Many employees also enjoy benefits such as step-up pay, overtime, bilingual pay, longevity pay, and more (https://www.pueblo.us/273/Policies-Procedures) . The Employee Assistance Program (EAP) provides important employee support services.
Paid leave and time off are provided for vacation, sick, holidays (10), (https://www.pueblo.us/1360/Holidays) personal days (2), FMLA, funeral and injury leave.
01
Indicate your highest level of completed education. Your application will be rejected if a copy of your highest level of completed education is not attached (i.e. transcripts/diploma showing you graduated from high school or were awarded a(n) associate's, bachelor's, master's, or doctorate degree). Please note that you may redact information that identifies your dates of attendance or graduation.
Less than a high school diploma or equivalent
High school diploma or equivalent
No Degree - Less than 30 semester hours of college course work
No Degree - 30 - 59 semester hours of college course work
No Degree - At least 60 semester (90 Quarter)hours of college course work
No Degree - An Occupational Certificate equivalent to an Associates' Degree (at least 60 semester hours)
Associate's Degree
Bachelor's Degree
Some graduate level education - No graduate degree
Master's Degree
Doctoral Degree
02
ATTACHMENTS REQUIRED: Your application packet will be considered incomplete and will be rejected if you do not include the appropriate attachments. In particular, it is required that you submit copies of the following items: 1. Valid driver's license. We must verify your identity, Pueblo Municipal Code (sec. 6-4-6) requires that you meet the minimum age requirement for this classified position, and this position requires that you have a valid driver's license. 2. Diploma/degree or transcripts (indicating an awarded high school diploma or degree) showing your HIGHEST level of COMPLETED formal education. The submitted copy must have been issued by the educational institution and display: - the institution's name/logo - your name - confirmation that a diploma or degree was awarded 3. A Service 2 or Member 4 copy of your DD214 if you wish to claim veteran preference. If you wish to claim veteran preference due to a service-connected disability, please submit a letter from the Veteran's Administration, dated within one year, indicating your veteran disability status 4. One and the Same Certification if there are any variations in your name in any of the submitted documents. (https://www.pueblo.us/DocumentCenter/View/33509/One-and-the-Same-Certification-2022) 5. Any certificate or professional license/registration required by the job description Please return to the Attachments section at this time and include any missing items. This is a good time to review your entire application and ensure you: - accounted for your last 10 years of employment history (20 yrs if applying to be a Police Patrol Officer), including times when you were not working. - provided a reason for leaving every employer, specifically state if you resigned or were laid-off, terminated, resigned in lieu of termination, etc. - answered all Agency-Wide questions. NOTES: - Missing or vague information could cause your application to be rejected. - You may redact information that identifies your age and dates of attendance at or graduation from an educational institution. Have you revisited your application and attached all required documents?
Yes
No
Required Question
Agency
City of Pueblo
Address
301 West B Street Pueblo, Colorado, 81003
Phone
719-553-2635
Website
http://www.pueblo.us/jobs