911 Operator

911 Operator (Dispatcher)

Actively supports and upholds the Hualapai Nation 911 Communication Center's mission and values. The primary function of an employee in this class is to answer emergency and non-emergency calls for fire, emergency medical services, and occasionally other public safety entities. Employees of this class are responsible for simultaneous operations with prompt, efficient and accurate receiving, dispatching and processing of calls. The employee disseminates critical information from and to multiple sources/resources within acceptable time frames. Work is performed in accordance with departmental, regional, and national regulations and protocols. Requires the use of considerable independent judgment and the ability to think quickly and make sound decisions in emergencies, eliciting the utmost care and attention to detail to also ensure the safety of the responding units and personnel. Works in a 24/7 operational environment and is subject to call in/call back to support the operational needs of the department.

Essential duties are a broad overview of the position expectations and are not intended to be an exhaustive list of skills or responsibilities. The summary of skills is intended to provide a generalized job description and what it takes from the employee to perform it. Above the generalized list of duties, the employee is responsible for all other duties as assigned by any rank above:

• Receive incoming telephone or alarm system calls regarding emergency and non-emergency fire, medical, and occasional law related calls for service.
• Receives after hour calls for the department.
• Questions callers to determine their location and the nature of their emergency or non-emergency to determine the type of response needed.
• Determines response requirements, prioritizes call assignments, and dispatches units in accordance with established procedures.
• Records details of calls, dispatches, and messages.
• Enters, updates, and retrieves information from data system for daily reports as assigned.
• Maintains access to and security of highly sensitive and confidential information.
• Provides calming instructions to callers.
• Relay messages and information to and from emergency agencies, law enforcement agencies, and establishment of information for proper medical aircraft response.
• Maintain contact information for emergency response units, contacting additional support for after hour call out response and support as required.
• Maintain files, logs of information relating to emergency and non-emergency calls and data entry for statistical information.
• Monitor various radio frequencies and prioritizing radio communication for emergency use only.
• Answer routine inquiries and refer calls not requiring to be dispatched to appropriate personnel, departments, and agencies.
• Employee's work around the clock, morning, evenings, overnight with a rotating schedule including weekends and holidays.

Minimum Qualifications:

• High School Diploma or equivalent
• IAED EMD, EFD, and EPD
• American Heart Association CPR/BLS (Obtained within 30 days of employment)
• IS 100, 200, 650, 700, 800
• Must pass a Federal, State, and Local background check and pre-employment drug/alcohol screening.
• Ability to obtain and maintain ACJIS Terminal Operator certification throughout employment.

Required knowledge, skills, and abilities:

• Ability to work with multiple priorities and multitasking in a fast-paced environment.
• Ability to type 30 – 45 WPM with minimal errors.
• Ability to establish and maintain good external and internal customer service.
• Ability to read, write, and comprehend the English language.
• Ability to read and effectively interpret maps and information to determine locations and provide routing if necessary.
• Ability to operate in a highly stressful situation that involves members of the public.
• Ability to operate complex computer programs such as CAD, Priority Dispatch, Radio consoles, Vesta 911 systems and others.
• Ability to follow orders and take directions.
• Ability to follow both written and oral directions or communication.
• Ability to communicate in a written and verbal manner.
• Ability to handle high levels of personal stress and maintain composure under a variety of adverse conditions.

Physical Abilities: Often sedentary in an office setting but occasionally required to travel and/or walk short distances, employee is required to have ordinary ambulatory skills with the ability to stand, walk, stoop, kneel, crouch, and manipulate light to medium objects weighing up to 50 pounds. Requires good hand and eye coordination and finger dexterity, including the ability to grasp and use a keyboard. Employee will frequently sit, reach, talk and hear.

Equipment, Machinery, Tools, and Materials: Tasks require the ability to operate, maneuver, and/or control the actions of equipment, machinery, tools, materials, proportionate with duties of the position.

Environmental Factors: Most work performed in a normal office environment that is climate controlled. Some work may be performed in poorly lit, cold, damp, or hot, dry environments. Occasionally required to sit for extended periods of time taking notes or typing for recorded material. May occasionally be subjected to interrupted sleep or irregular hours based on departmental needs. Travel to/from various agencies, communities, businesses, and states.

The various statements above are intended to describe the general nature of the position requirements to be performed by the employee. These statements are not intended to be all inclusive or exhaustive of all responsibilities, duties, or skills required of the employee.

This job description is subject to change as the needs of the job evolve or change.