Lateral Emergency Communications Specialist I-III Grade 3-5

This position is for a certified and experienced communications specialist.  If you do not have experience as an emergency communications specialist, please apply as an entry-level Communications Specialist.  The Dispatcher works within the Frederick Police Department's Emergency Communications Center. S/he is responsible for receiving all emergency 911 calls and non-emergency calls made to the department and is responsible for providing dispatch services to the Police Department using a computer-aided dispatch (CAD) system. Supervision is provided by a Communications Supervisor and/or Assistant Communications Supervisor. Technical or functional supervision may be provided by the Police Department's sworn supervisor or Watch Commander in the absence of the Communications' supervisory staff. Specific training and guidance is received from the Communications Supervisory staff. Positions in this class are responsible for providing general instruction and on-the-job training to new dispatchers.

EMERGENCY COMMUNICATIONS SPECIALIST I
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Using a computer aided dispatch (CAD) system, receives emergency calls from the public requesting police or other emergency service.
• Determines nature and location of emergency, determine priorities, and dispatches police or other emergency units as necessary and in accordance with established procedures.
• Receives and processes emergency and non-emergency calls.
• Maintains contact with all units on assignment.
• Maintains status and location of police units.
• Monitors video surveillance monitors located throughout headquarters.
• Enters, updates, and retrieves information from a variety of computer systems.
• Receives requests for information regarding vehicular registration, driving records, and warrant information, and provides pertinent data consistently while performing other tasks.
• Monitors several complex public safety radio frequencies.
• Asks vital questions and provides pre-arrival instructions for emergency and non-emergency calls.
• Identifies appropriate number and type of equipment or apparatus to dispatch.
• Operates a variety of communications equipment, including radio consoles, telephones and computer systems.
• Arranges for tow trucks and public works emergency service or contact appropriate agencies.
• Performs a variety of record keeping, filing, indexing, and other general clerical work.
• Tests and inspects equipment as required.
• Maintains the highest level of confidentiality on all information received from all computer systems and phone calls.
• Due to the unpredictable nature of emergency work, it is essential that incumbents assigned to this classification be capable of working hours beyond their assigned shifts.
• Performs other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be a U.S. Citizen and at least 18 years of age.

REQUIRED EDUCATION AND/OR EXPERIENCE:
• High school diploma or General Education Diploma (GED).

REQUIRED CERTIFICATES AND/OR LICENSES:
• Vehicle Operator’s license with satisfactory driving record that meets insurability standards of the City’s insurance carrier is required. The employee must maintain the license for the duration of their employment.

REQUIRED SKILLS (Communication/Language; Mathematical; Computer; etc.):
• Knowledge of principles of appropriate conflict resolution techniques.
• Knowledge of principles and procedures related to the operation of computer aided dispatch systems.
• Knowledge of department General Orders and precedents pertaining to the dispatching of emergency equipment.
• Knowledge of standard radio and telephone communications receiving and transmitting equipment.
• Knowledge of standard broadcasting procedures and rules.
• Knowledge of the operation of common radio dispatch equipment.
• Knowledge of public safety classification codes.
• General knowledge of laws and ordinances to properly classify calls for service.
• General Knowledge of the geography of The City of Frederick.
• Ability to work day, evening and night shifts.
• Ability to work Holidays and Weekends.
• Ability to actively listen and speak to people plainly and clearly by radio and phone, often in some state of distress.
• Ability to greet citizens with a positive attitude and provide assistance to citizens either on the phone or in person.
• Ability to comprehend and make inferences from written material.
• Ability to use logic and reasoning to reach conclusions and approaches to problems.
• Ability to multitask by effectively deploying Public Safety resources as required; simultaneously tracking their movements, updating responding units and citizens as information is obtained.
• Ability to follow instructions.
• Ability to empathize and show compassion.
• Ability to remain calm in distressing situations.
• Ability to operate a computer aided dispatch system, computer systems, and other office equipment quickly and accurately.
• Ability to problem solve—to prioritize the most important situations and think quickly on your feet.
• Ability to exercise good judgment and make sound decisions in emergency situations and with minimal supervision.
• Ability to possess tact; courtesy; reliability; accuracy; emotional stability.
• Ability to learn geographic features and streets of The City of Frederick.
• Ability to type at a speed of a minimum of 30 words per minute.
• Ability to write and speak clearly and concisely and spell correctly utilizing the English language.
• Ability to effectively communicate with and elicit information from upset and irate citizens.
• Ability to understand and follow oral and written instructions utilizing the English language.

OTHER DESIRABLES:
• Bilingual.
• Customer Service experience.
• Dispatching experience within a Police or Fire dispatch environment.
• CJIS certification.
• International Academy of Emergency Dispatch (IAED) certification(s).

EMERGENCY COMMUNICATIONS SPECIALIST II
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Completes minor administrative tasks as delegated by the Communications Supervisory staff.
• Using a computer aided dispatch (CAD) system, receives and processes emergency calls from the public requesting police or other emergency service.
• Determines nature and location of emergency and assigns the level of priority of the call and enters the data into a computer-aided dispatch system for radio dispatch purposes, dispatching police or other emergency units as necessary and in accordance with established procedures.
• Receives and processes emergency and non-emergency calls.
• Maintains contact with all units on assignment.
• Maintains continuous status and location records of all police vehicles.
• Monitors video surveillance monitors located throughout headquarters.
• Enters, updates, and retrieves information from a variety of computer systems.
• Receives requests for information regarding vehicular registration, driving records, and warrant information, and provides pertinent data consistently while performing other tasks.
• Monitors several complex public safety radio frequencies.
• Asks vital questions and provides pre-arrival instructions for emergency and non-emergency calls.
• Identifies appropriate number and type of equipment or apparatus to dispatch.
• Operates a variety of communications equipment, including radio consoles, telephones and computer systems.
• Arranges for tow trucks and public works emergency service or contact appropriate agencies.
• Assists with court paperwork entry, Quality control 2nd checks and validations in CJIS.
• Maintains the highest level of confidentiality on all information received from all computer systems and phone calls.
• Due to the unpredictable nature of emergency work, it is essential that incumbents assigned to this classification be capable of working hours beyond their assigned shifts.
• Performs other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be a U.S. Citizen and at least 18 years of age.
• Recommendation from Communications Supervisor.

REQUIRED EDUCATION AND/OR EXPERIENCE:
• High school diploma or General Education Diploma (GED).
• Three (3) years of Dispatching experience in a Maryland Public Safety Answering Point (PSAP).
• Certified as Communications Training Officer (CTO).

REQUIRED CERTIFICATES AND/OR LICENSES:
• Vehicle Operator’s license with satisfactory driving record that meets insurability standards of the City’s insurance carrier is required. The employee must maintain the license for the duration of their employment.
• Certifications from IAED (International Academy of Emergency Dispatch) for Emergency Medical, Emergency Fire and Emergency Police Dispatch. The employee must maintain the certifications for the duration of their employment.
• CN1 Certification in METERS (Maryland Electronic Telecommunications Enforcement Resource System). The employee must maintain the certification for the duration of their employment.
• CPR Certification. The employee must maintain the certification for the duration of their employment.

REQUIRED SKILLS (Communication/Language; Mathematical; Computer; etc.):
• Knowledge of principles of appropriate conflict resolution techniques.
• Knowledge of principles and procedures related to the operation of computer aided dispatch systems.
• Knowledge of department General Orders and precedents pertaining to the dispatching of emergency equipment.
• Knowledge of standard radio and telephone communications receiving and transmitting equipment.
• Knowledge of standard broadcasting procedures and rules.
• Knowledge of the operation of common radio dispatch equipment.
• Knowledge of public safety classification codes.
• General knowledge of laws and ordinances to properly classify calls for service.
• Ability to work day, evening and night shifts.
• Ability to work Holidays and Weekends.
• Ability to actively listen and speak to people plainly and clearly by radio and phone, often in some state of distress.
• Ability to greet citizens with a positive attitude and provide assistance to citizens either on the phone or in person.
• Ability to comprehend and make inferences from written material.
• Ability to use logic and reasoning to reach conclusions and approaches to problems.
• Ability to multitask by effectively deploying Public Safety resources as required; simultaneously tracking their movements, updating responding units and citizens as information is obtained.
• Ability to follow instructions.
• Ability to empathize and show compassion.
• Ability to remain calm in distressing situations.
• Ability to operate a computer aided dispatch system, computer systems, and other office equipment quickly and accurately.
• Ability to problem solve—to prioritize the most important situations and think quickly on your feet.
• Ability to exercise good judgment and make sound decisions in emergency situations and with minimal supervision.
• Ability to possess tact; courtesy; reliability; accuracy; emotional stability.
• Ability to learn geographic features and streets of The City of Frederick.
• Ability to type at a speed of a minimum of 30 words per minute.
• Ability to write and speak clearly and concisely and spell correctly utilizing the English language.
• Ability to effectively communicate with and elicit information from upset and irate citizens.
• Ability to understand and follow oral and written instructions utilizing the English language.
• Ability to enter various types of Court Paperwork into the required databases.
• Ability to validate various types of METERS/NCIC entries on a monthly basis.
• Ability to perform quality control/second checks on METERS/NCIC entries.

OTHER DESIRABLES:
• Bilingual.

EMERGENCY COMMUNICATIONS SPECIALIST III
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Completes minor administrative tasks as delegated by the Emergency Communications Supervisory staff.
• Using a computer aided dispatch (CAD) system, receives and processes emergency calls from the public requesting police or other emergency service.
• Determines nature and location of emergency and assigns the level of priority of the call and enters the data into a computer-aided dispatch system for radio dispatch purposes, dispatching police or other emergency units as necessary and in accordance with established procedures.
• Receives and processes emergency and non-emergency calls.
• Maintains contact with all units on assignment.
• Maintains continuous status and location records of all police vehicles.
• Monitors video surveillance monitors located throughout headquarters.
• Enters, updates, and retrieves information from a variety of computer systems.
• Receives requests for information regarding vehicular registration, driving records, and warrant information, and provides pertinent data consistently while performing other tasks.
• Monitors several complex public safety radio frequencies.
• Asks vital questions and provides pre-arrival instructions for emergency and non-emergency calls.
• Identifies appropriate number and type of equipment or apparatus to dispatch.
• Operates a variety of communications equipment, including radio consoles, telephones and computer systems.
• Arranges for tow trucks and public works emergency service or contacts appropriate agencies.
• Assists with court paperwork entry, Quality control 2nd checks and validations in CJIS.
• Maintains the highest level of confidentiality on all information received from all computer systems and phone calls.
• Provides their shift mates technical guidance as needed.
• Due to the unpredictable nature of emergency work, it is essential that incumbents assigned to this classification be capable of working hours beyond their assigned shifts.
• Performs other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be a U.S. Citizen and at least 18 years of age.

REQUIRED EDUCATION AND/OR EXPERIENCE:
• High school diploma or General Education Diploma (GED).
• Five (5) years of Dispatching experience in a Public Safety Answering Point (PSAP).
• Certified as Communications Training Officer (CTO).
• Minimum of 40 hours of advanced training as recommended or approved by Manager of Emergency Communications.

REQUIRED CERTIFICATES AND/OR LICENSES:
• Vehicle Operator’s license with satisfactory driving record that meets insurability standards of the City’s insurance carrier is required. The employee must maintain the license for the duration of their employment.
• Certifications from IAED (International Academy of Emergency Dispatch) for Emergency Medical, Emergency Fire and Emergency Police Dispatch. The employee must maintain the certifications for the duration of their employment.
• CN1 Certification in METERS (Maryland Electronic Telecommunications Enforcement Resource System). The employee must maintain the certification for the duration of their employment.
• CPR Certification. The employee must maintain the certification for the duration of their employment.

REQUIRED SKILLS (Communication/Language; Mathematical; Computer; etc.):
• Knowledge of principles of appropriate conflict resolution techniques.
• Knowledge of principles and procedures related to the operation of computer aided dispatch systems.
• Knowledge of department General Orders and precedents pertaining to the dispatching of emergency equipment.
• Knowledge of standard radio and telephone communications receiving and transmitting equipment.
• Knowledge of standard broadcasting procedures and rules.
• Knowledge of the operation of common radio dispatch equipment.
• Knowledge of public safety classification codes.
• General knowledge of laws and ordinances to properly classify calls for service.
• Ability to work Day, Evening and Night shifts.
• Ability to work Holidays and Weekends.
• Ability to actively listen and speak to people plainly and clearly by radio and phone, often in some state of distress.
• Ability to greet citizens with a positive attitude and provide assistance to citizens either on the phone or in person.
• Ability to comprehend and make inferences from written material.
• Ability to use logic and reasoning to reach conclusions and approaches to problems.
• Ability to multitask by effectively deploying Public Safety resources as required; simultaneously tracking their movements, updating responding units and citizens as information is obtained.
• Ability to follow instructions.
• Ability to empathize and show compassion.
• Ability to remain calm in distressing situations.
• Ability to operate a computer aided dispatch system, computer systems, and other office equipment quickly and accurately.
• Ability to problem solve—to prioritize the most important situations and think quickly on your feet.
• Ability to exercise good judgment and make sound decisions in emergency situations and with minimal supervision.
• Ability to possess tact; courtesy; reliability; accuracy; emotional stability.
• Ability to learn geographic features and streets of The City of Frederick.
• Ability to type at a speed of a minimum of 30 words per minute.
• Ability to write and speak clearly and concisely and spell correctly utilizing the English language.
• Ability to effectively communicate with and elicit information from upset and irate citizens.
• Ability to understand and follow oral and written instructions utilizing the English language.
• Ability to demonstrate proficiency in entering various types of Court Paperwork into the required databases.
• Ability to demonstrate proficiency in validating various types of METERS/NCIC entries on a monthly basis.
• Ability to demonstrate proficiency in quality control/second checks on METERS/NCIC entries.
• Ability to act as team leader and supervisor liaison.

OTHER DESIRABLES:
• Bilingual.

Equal Opportunity Employer 

• All requirements of entry-level
• Industry certifications in emergency call-taking and/or dispatch
• International Academies of Emergency Dispatch certifications
• CJIS Certification or experience 
• CN1 Certification for Maryland METERS

• Principles of appropriate conflict resolution techniques
• Principles and procedures related to the operation of computer-aided dispatch systems
• Department General Orders and precedents pertaining to the dispatching of emergency equipment
• Standard radio and telephone communications receiving and transmitting equipment
• Standard broadcasting procedures and rules
• Operation of common radio dispatch equipment
• Public safety classification codes
• General knowledge of laws and ordinances to properly classify calls for service

• Train, coach, and provide detailed instructions and assistance to new dispatchers
• Comprehend and make inferences from written material
• Handle simultaneous events effectively
• Spell accurately
• Operate a computer-aided dispatch system, computer systems, and other office equipment quickly and accurately
• Exercise good judgment and make sound decisions in emergency situations
• Exercise independent judgment and work with a minimum of supervision
• Learn geographic features and streets of the City of Frederick
• Type at a speed necessary for adequate job performance
• Write clear and concise reports
• Speak clearly and precisely
• Effectively communicate with and elicit information from upset and irate citizens
• Understand and follow oral and written instructions
• Maintain a high degree of emotional control
• Exercise empathy and sensitivity

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to:

• Work various shifts as assigned and be willing and available to work additional hours beyond her/his assigned shifts (due to the unpredictable and critical nature of the work), sometimes with little or no notice
• Operate a visual display terminal for extended periods of time, sometimes without the ability to move at will
• Position self in the course of work
• Occasionally lift and/or move less than 20 lbs. short distances
• Enter data into a keyboard device requiring continuous, repetitive arm and hand movement
• Reach with arms and hands
• Use visual acuity (with or without correction) for close vision and adjusting focus
• Use a variety of computers and communications equipment requiring coordinating movement of more than one limb simultaneously and making fine, highly-controlled muscular movements
• Express or exchange ideas by means of the spoken word and engage in activities in which the employee must convey detailed or important spoken instructions to others accurately, loudly and/or quickly
• Perceive the nature of sounds at normal speaking levels with or without correction and to receive detailed information through oral communication, and to make the discriminations in sound in order to hear alarms and other auditory warning devices
• Ability to function in work environment with moderate noise level from several sources creating constant activity