Job Description
Position Summary Operating within a fast-paced, high-pressure communications center, the Dispatcher must demonstrate exceptional composure, critical thinking, and decision-making skills. This role requires the ability to manage multiple incidents simultaneously, provide life-saving pre-arrival instructions when necessary, and ensure seamless communication between field personnel and support agencies. The Dispatch Center operates continuously—24 hours a day, 7 days a week, 365 days a year—and requires personnel who are flexible, dependable, and committed to public service excellence. Pay Grade: 48 Salary Commensurate with Experience and Education Minimum Qualifications High school diploma or possess a GED; AND Must be 18 years of age at the time of application. Must be of high moral character. Discharged under honorable conditions from the Armed Forces. Will be screened for misdemeanor/felony record. (Must not have been convicted of, plead guilty to, or entered a plea of no contest to any felony charge or any violation of federal or state laws or city ordinances relating to force, violence, theft, dishonesty, gambling, liquor, or controlled substances). PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED. Duties and Responsibilities Conducts structured call-taking to quickly gather critical information, assess risk, and determine appropriate response levels. Dispatches Fire and EMS units using established protocols, ensuring timely and efficient allocation of resources. Provides pre-arrival and post-dispatch instructions to callers, including guidance during medical emergencies, fires, and other crisis situations. Maintains continuous radio communication with field personnel, ensuring clarity, accuracy, and situational awareness. Monitors unit status, track personnel and apparatus locations, and adjust deployment strategies based on evolving conditions. Coordinates with other public safety agencies (law enforcement, EMS, utilities, and mutual aid partners) during multi-agency incidents. Documents all calls, actions, and communications thoroughly and accurately in Computer-Aided Dispatch (CAD) systems and official logs. Recognizes and escalates critical or complex incidents to supervisory staff in accordance with established procedures. Supports shift operations, maintain situational awareness of ongoing incidents, and contribute to team effectiveness. Performs additional duties and responsibilities as assigned to support departmental operations. KSAs Ability to rapidly assess complex, high-stress situations and make sound, timely decisions with limited information. Skilled in clear, concise, and controlled verbal communication; ability to provide instructions calmly during emergencies. Ability to manage multiple calls, radio traffic, and data entry simultaneously without compromising accuracy. Working knowledge of emergency communications systems, including multi-line telephones, radio systems, and CAD software. Ability to maintain a high level of accuracy in data entry, call documentation, and adherence to protocol. Ability to maintain professionalism and composure when interacting with distressed callers, coworkers, and external agencies. Ability to maintain sensitive and confidential information. Ability to adjust quickly to changing priorities, procedures, and emergency situations. Ability to collaborate effectively within a structured, shift-based environment. Special Requirements Must pass a typing skill test minimum 20 wpm. Must pass the CritiCall Test (Dispatcher Assessment Skills) and Dispatcher Behavior Skills test. Must be able to work rotating shifts, weekends, and holidays. Must be able to multitask under stressful or complex situations. Must pass a psychological test, drug screen, and criminal background check. Must pass and maintain all certification/training requirements for each level of Dispatcher. Must pass pre-employment testing, including a physical, hearing, and eye exam for emergency dispatchers. Physical Requirements Pre-Employment Physical Examination This position is performed in a secure communications center environment that requires prolonged periods of sitting, monitoring screens, and using communication equipment. The role demands sustained concentration, quick reaction times, and the ability to process auditory and visual information simultaneously. Dispatchers must be capable of handling emotionally charged situations, including exposure to traumatic or high-risk incidents, while maintaining professionalism and adherence to