Public Safety Communications Operator II (911 Dispatcher)

Joplin Police Department – Emergency Communications

Requires successful post-offer completion of a background investigation, physical exam, and drug test (including marijuana/THC) as a condition of employment with the City of Joplin. Candidate MUST HAVE a valid driver's license.

Public Safety Communication testing is a requirement for this position. 

Primary Purpose

Answers emergency calls and non-emergency call requests from citizens or agencies, operates two-way radios to answer questions, dispatches appropriate law enforcement, fire, and/or emergency medical staff; researches and verifies information for public safety staff. Researches, enters, and disseminates information from multiple databases adopted by the Joplin ECC to appropriate emergency and non-emergency personnel.

Essential Job Functions
Management reserves the rights to add, modify, change, or rescind the work assignments of different
positions and to make reasonable accommodations so that qualified employees can perform the essential
functions of the job. Regular and consistent attendance for the assigned work schedule is essential.

Using training and policies to screen requests for emergency and non-emergency services; answering them professionally, recognizing if a call is received from telephone, text, video, or an automated data feed. 

Using appropriate technology to communicate with callers. 

Interpreting sensor data to triage, prioritize, properly categorize, and initiate the correct emergency and non-emergency response. 

Using knowledge of law enforcement, fire, and EMS protocols to prioritize and sequence calls promptly in limited time with limited or no supervision. 

Demonstrating clear and effective communications with active listening, call control, judgment, respect, and empathy with callers that range from calm to panicked.  The job duties and tasks are an all-inclusive list based on current capabilities of ECCs. 

Providing pre-arrival and post-dispatch instructions to those that require assistance during high stress situations, such as cardiopulmonary resuscitation (CPR), childbirth, hemorrhaging, active shooter, and entrapments. 

Managing challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers. 

Providing direct counseling to suicidal persons, domestic violence victims, and children. 

Ascertaining incident information by obtaining and verifying caller information and location, determining the nature of the incident, and all available data including but not limited to automated data, social media information, text message, images or video, and providing information to emergency services either verbally and/or digitally. 

Ability to prioritize multiple events based on available resources—critical thinking. 

Using TDD and relay services to comply with standards for handling calls from hearing-impaired callers. 

Utilizing language interpretation services and coordinating with mental health resources for appropriate contacts with callers who have mental health or language barriers to receiving help. 

Using text-to-911 to communicate effectively with callers. 

Interpreting caller location by using geographic knowledge, tools, and location tracking capabilities when available. 

Interpreting automatic number and automatic location data provided by the emergency communications phone system and verifying data using mapping software for accuracy and reliability. 

Maintaining communications during life-threatening emergencies, providing safety/lifesaving instructions, and maintaining control of the conversation until field units arrive on scene. 

Using available vehicular, bystander, and/or law enforcement information for the purpose of protecting the public at the scene as well as on-scene responders by identifying the need for advanced life support resources or specialized fire extraction equipment. 

Utilizing training and reference resources when determining the nature and priority of emergency incidents that have live-streaming videos, graphic images, and text. 

Using training and operational protocols to take appropriate action such as relaying critical information, dispatching/initiating emergency response services, or referring callers to other agencies. 

Documenting incident details quickly and accurately to establish incident urgency, categorizing the incident type, and obtaining the proper help for the caller. 

Demonstrating clear and effective communications and active listening with public safety responders using appropriate terminology and codes. 

Relaying initial information for dispatch accurately, reviewing the call for service details, and assuming incident command until first responders arrive. 

Conducting health and safety status checks of responders and using other available technology to ensure on-scene responders’ safety. 

Documenting thoroughly and accurately all incident activities while maintaining awareness of scene activities.

Operating emergency, administrative, and backup telephone communications systems effectively. 

Facilitating the transferring of calls to the appropriate resources and performing conference calls with entities.   

Interpreting and understanding local and regional geography to quickly and accurately identify the location of the emergency to improve response times of field responders. 

Operating a sophisticated workstation comprised of multiple computer systems, computer-aided dispatch (CAD) software and geographical information systems (GIS), state and federal clearinghouses, call handling including teletypewriter (TTY) and text-to-911 sessions, as well as communications systems such as radio dispatch consoles and recording systems. 

Operating multiple systems and conversations simultaneously without mistake. 

Notifying key personnel of critical incidents, using judgment to determine the need to contact other law enforcement and public safety agencies for additional information and resources as needed, or relaying information regarding incidents and situational awareness. 

Using mass notification software, including social media platforms, to keep the public informed of emergency incidents. 

Activating mass community warning and notification software programs to inform the public of impending critical information related to such things as severe weather impacts, potential injury or life safety events. 

Managing chain of custody for records and documentation used in court proceedings and legal discovery. 

Maintaining a calm demeanor under chaotic and stressful circumstances, multiple conversations, and frequently noisy environments. 

Completing training, certifications, and competencies as needed by actively seeking training, completing the training and certifications required for assigned PSC Operator positions, and completing continuing education and career development as necessary. Following established agency policies and procedures, being aware of liability to the agency, and adhering to federal disclosure and privacy laws.

Utilize debriefing tools, stress management techniques, and critical incident response models to deal with mental or emotional strain or tension resulting from adverse or very demanding circumstances. 
 

Other Duties

Attends and participates effectively at departmental staff meetings.

Maintains the confidentiality of files, records, reports as required by law, City policy, and procedures.

Performs other duties as assigned. 

Minimum Qualifications
Knowledge of: Data entry procedures; Computer Aided Dispatch methods; emergency dispatch policies and practices; NCIC computer operation/use policies and procedures; names and locations of streets in the City of Joplin; general Police and Fire Department operations; Microsoft Office Suite.

Skill in: Communicating clearly, both verbally and in writing; establishing and maintaining effective working relationships with Federal, State, and local law enforcement officers, Fire Department and emergency response staff, and the public; communicating using standard telephone and two-way radio equipment; evaluating emergency calls and determining the appropriate response; remaining calm and calming others in emergency situations so that necessary information related to the emergency can be obtained and relayed; operating a variety of office equipment, including a FAX or teletype machine and computer terminal; data entry.

Education: High school diploma or GED equivalent required.

Experience: No specific experience is required but prefer prior experience in public safety communications or high-volume telephone customer service environments requiring data entry.

Licenses and Certifications: A valid state issued driver’s license is not required; however, transportation to and from work and off-site training programs must be accomplished without impacting attendance. Must obtain certification for Missouri Uniform License Examination System (MULES), Emergency Medical Dispatch (EMD) and CPR and First Aid prior to completion of the probationary period.

Physical Demands Requirements and Working Conditions
This is primarily an office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in-person and over the telephone. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 20 pounds.

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset members of the public or their representatives while enforcing departmental policies and procedures. 

Miscellaneous Requirements

Public Safety Communication testing is a requirement for this position. 

Must be able to work rotating 12-hours shifts, including weekends and holidays.