Dispatcher (Full and Part-Time Positions)

Definition and Distinguishing Characteristics
This is responsible work, primarily providing communications support to the police and fire services and managing all dispatch-related functions.

Work involves interaction with people through a variety of means- radio and telecommunications systems, electronic media, and personal contact. The dispatcher is generally the “gateway” to police service and in many cases town government and other entities as well. Therefore, the impression of and confidence in the police department and municipal services are, in large part, dependent on the dispatcher's communication skills and presence.

Work is performed in accordance with departmental values, rules, and regulations, in conformance with local, state, and federal laws as well as established standards and precedents.

Work is performed in an environment that is often high-stress, requiring the management of multiple tasks and the coordination of service providers. While generally guided by established practices, the dispatcher must exercise considerable judgment in performing
their duties. Decisions and tasks performed by the dispatcher can impact the safety and well-being of the community, as well as those of police officers and others who rely on dispatch for support. The dispatcher must remain composed and in control in all situations and treat people with tact, respect, and dignity, no matter the situation. In addition to communications tasks, the dispatcher must maintain logs and other data, provide auxiliary records maintenance, and provide some clerical support.

Working Conditions
Work is under the general supervision of the Dispatch Supervisor but is performed under the operational control of the officer-in-charge and requires an overall understanding of police procedures while exercising independent judgment. Work is generally performed on one of three eight-hour shifts between 6 am – 2 pm / 2 pm – 10 pm / 10 pm – 6 am Monday-Saturday, irrespective of holidays and weekends. Work may be assigned at other times, or mandatory overtime may be required, depending on the department's needs. Work involves considerable contact with the public and requires patience, tact, and composure in dealing with the wide variety in the nature and diversity of contacts. Work is both dynamic in addressing immediate service needs and static in providing information. Work involves exposure to confidential information, protected by various laws and codes of ethics. Performance is evaluated by the Dispatch Supervisor.

Examples of Duties and Responsibilities

• Communicate using the telephone.
• Answer and provide two-way voice radio communications.
• Send and receive messages over the inter- and intrastate information network.
• Obtains pertinent callers, witnesses, suspect, and crime information for current or future investigation of the incident and documents all information appropriately.
• Prepare documents for court transmittal as needed.
• Manage multiple radio and telephone calls simultaneously.
• Maintain a log of radio and telephone activities.
• Maintain the department dispatch and records information system.
• Perform work related to public safety communications/dispatch as required.
• Dispatches, monitors, and maintains the location and status of Police, Fire, and EMS units using computer-aided dispatching in accordance with departmental guidelines.
• Maintain confidentiality with respect to records and activities.
• Other duties as relevant to departmental communications and record keeping.

• Communicate using the telephone both vocally and with text
• Receive and transmit vocal radio messages
• Receive and transmit data and text messages on a variety of electronic media
• Receive and process requests for information and services, emergency and nonemergency, from a variety of sources, i.e., in-person, radio, facsimile transmissions, data and text, and telecommunications systems.
• Manage multiple telephone lines, text, and radio calls simultaneously
• Query persons seeking services in both emergency and non-emergency situations, to provide them with recommendations and obtain necessary information to process the request.
• Monitor and track on-duty police officers and other units under the purview of dispatch.
• Maintain a log of radio and telephone activity
• Maintain, as needed, records and files
• Initiate entries into the dispatch and records management system; assign case numbers, ensure proper coding of activity records
• Enter data, search for and retrieve information and data from the department dispatch and records systems, as well as the state and federal systems
• Monitor text messages and radio communications from local schools, the Department of Public Works, and other public safety agencies, and take action as needed
• Assign and coordinate appropriate responders when made aware of a need for services
• Receive and route messages as they apply.
• Make referrals to appropriate agencies
• Provide geographic directions in the Middlebury and Addison County area on request.
• Provide information on request, or make referrals, insofar as possible, on activities, events, and conditions in the Middlebury area.
• Provide information on other municipal services.
• Maintain confidentiality with respect to privileged records and police activities.
• Manage filing systems and resource materials
• As needed, prepare casework for court transmittal and other clerical tasks as assigned.
• Perform other work as needed related to public safety dispatch

• Speak, listen, and comprehend written and spoken English language
• Communicate vocally with others
• Operate manual telephone equipment
• Operate computer keyboard
• Operate electronic paging equipment
• Operate multi-function radio console
• Operate computer printers
• Operate digital logging recorder
• Lift objects up to ten (10) pounds
• Ability to remain seated for long periods of time
• Ability to work in a closed, cloistered environment for up to 16 hours at atime.
• Ability to speak clearly and calmly in a well-modulated voice at all times
• Ability to tolerate considerable stress and remain in self-control in a high-stress environment
• Ability to successfully multitask and to manage and organize multiple events at one time
• Ability to learn and retain information on geographic locations, roads, and landmarks in the Middlebury area
• Ability to read and comprehend written text messages; department directives and policies; and other documents
• Ability to learn and apply dispatch procedures and practices
• Ability to deal with other employees and the public in a tactful, respectful, courteous manner.
• Ability to learn and apply in-house software systems
• Organizational skills are required to manage documents, messages, and other materials in a dynamic environment

• Graduation from a standard senior or vocational high school; GED or equivalent
• Minimum age of 18 years
• Availability of reliable transportation to the police station
• Good moral and ethical background with a reputation for integrity and working cooperatively with others
• Able to pass a comprehensive background investigation.
• The successful applicant must be able to perform ALL of the essential job functions of a Dispatcher, unassisted, and at a pace and level of performance consistent with actual job performance requirements, at the completion of the SIX-MONTH probationary period.