911 Dispatcher I

Description

This is a skilled and technical position responsible for answering all incoming emergency and non-emergency phone calls including the Marion County Enhanced 9-1-1 System. Provides support for dispatch peers and reports to the 911 Shift Supervisor.

Examples of Duties

ESSENTIAL JOB FUNCTIONS

• Public Contact and Relations: Represents approximately 90% of the work hours Assists with answering all incoming phone lines to include emergency 9-1-1 lines and all non-emergency lines Able to prioritize and handle large volume of incoming calls Able to prioritize information and calls based upon the pertinent information obtained Remains calm to assist hysterical callers during incidents of volatile situations Knowledge of geographic boundaries is needed to assist and respond appropriately to citizen requests for information, directions and service Able to read various maps associated with geographic boundaries Provides police and emergency assistance to the deaf community and demonstrates the ability to properly operate the Telecommunications Device for the Deaf (TDD) Respects human diversity and responds professionally in all situations Demonstrates active and accurate listening ability Familiar with support agencies and able to refer citizens according to need Ability to access numerous resources manuals and directories to provide thorough and complete service to peers and citizens.
• Computer Operation: Requires constant manual typing into a formatted screen. (Minimum speed = 25 wpm). Ability to operate standard computer keyboards and to maneuver various computer programs and the related software. Minor equipment troubleshooting and maintenance to include paper and ribbon changes Able to complete and process work related forms in a timely manner. Ability to monitor and read five to seven CRTs simultaneously.
• Equipment Used: Cassidian phone system, CIS CAD system, enhanced 9-1-1 system, fax machine, photo copier, various printers, Fire alarm system, TDD system, multiple security cameras and related intercom and gate controls, shredder and miscellaneous general office small tools and equipment.
• Attendance & Performance: Required to report to work at the appointed hour, as scheduled, and to work the entire assigned shift until duly relieved.

Perform any other related duties as required or assigned.

Minimum Qualifications

EDUCATION AND EXPERIENCE

• High School Diploma or G.E.D. required.
• Specialized schooling and/or on the job education in a specific skill area (e.g.) data processing, clerical/administrative, equipment operation etc.)
• Two (2) years' related experience and/or training is preferred. Experience in customer relations is preferred.

An equivalent combination of education and experience may be considered.

REQUIRED LICENSES/CERTIFICATIONS

• Florida Operators Driver's License with an acceptable driving record.

• Successful completion of the ETC Basic Telecommunications Certification Training (within 2 months of employment).

• Successful completion of the Call Taker Training Program (within 2 months of employment).

• Successful completion of the FCIC/CJIS Training/Certification (within 2 months of employment).

• Successful completion of CPR/EMD/EFD/EPD Certification (within 2 months of employment).

• Successful completion of State of Florida PST Certification (within 1 year of employment).

• Successful completion of TTY Certification (within 2 months of employment).

• Successful completion of FEMA IS 100 Certification (within 2 months of employment).

• Successful completion of FEMA IS 200 Certification (within 4 months of employment).

• Successful completion of FEMA IS 300 Certification (within 4 months of employment).

• Successful completion of FEMA IS 700 Certification (within 2 months of employment).

RESIDENCY REQUIREMENT

• Resident of Marion County or exemption via the Chief of Police.

Supplemental Information

SOFTWARE SKILLS REQUIRED

• Advanced: 10-Key, Alphanumeric Data Entry, Spreadsheet
• Intermediate: Word Processing/Typing

OTHER REQUIREMENTS

• Ability to type accurately at a minimum of 25 words per minute (WPM).
• Normal or corrected hearing ability.
• Proficiency in split-ear listening to monitor supplemental information and requests from peers, dispatchers, and supervisors.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of physical and social characteristics of the City of Ocala.
• Comprehensive knowledge of CAD/C.I.S. and related menus.
• Knowledge of Department directives.
• Ability to deal courteously with the public.
• Ability to read maps.
• Ability to analyze situations quickly, objectively and to determine proper course of action.
• Ability to establish and maintain effective working relationships with employees/co-workers.
• Ability to write and speak effectively.
• Ability to remain calm and professional in all situations.
• Ability to follow prescribed routines and practices.
• Ability to retrieve internal police reports.
• Ability to move, bend, stoop, reach, lift and carry up to 30 pounds of supplies.
• Ability to accurately shift reports, rosters and trouble reports.
• Manual dexterity to operate quickly and efficiently computerized phone, CAD and miscellaneous systems.

COMMUNICATION SKILLS

• Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS

• Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

SUPERVISION RECEIVED

• Under general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.

PLANNING

• Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation.

DECISION MAKING

• Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance, either of which would affect the work operations of medium organizational component and the organization's clientele.

MENTAL DEMAND

• Close mental demand. Operations requiring close and continuous attention for control of operations. Operations requiring intermittent direct thinking to determine or select the most applicable way of handling situations regarding the organization's administration and operations; also to determine or select material and equipment where highly variable sequences are involved.

ANALYTICAL ABILITY / PROBLEM SOLVING

• Moderately directed. Activities covered by wide-ranging policies and courses of action, and generally directed as to execution and review. High order of analytical, interpretative, and/or constructive thinking in varied situations.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

• Occasional use of highly complex machines and equipment; specialized or advanced software programs.

ACCURACY

• Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time, thereby creating an inaccurate picture of an existing situation. Could cause further errors, losses, or embarrassment to the organization. The possibility for error is always present due to requirements of the job.

PUBLIC CONTACT

• Extensive contacts with various diversified sectors of the public environment; wherein, the contacts are of extreme importance and failure to exercise proper judgment can lead to substantial losses to the organization.

EMPLOYEE CONTACT

• Contacts with other departments or offices and also frequently with individuals in middle level positions; consulting on problems which necessitate judgment and tact in presentation to obtain cooperation or approval of action to be taken. Also, important contacts with associates as required in advanced supervisory jobs.

PHYSICAL ACTIVITIES

• The following physical activities 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 and expectations. While performing the functions of this job, the employee is continuously required to sit, use hands to finger, handle, or feel, talk or hear; regularly required to reach with hands and arms; occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds, occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision.

ENVIRONMENTAL CONDITIONS

• There are no harmful environmental conditions that are present for this position. The noise level in the work environment is usually moderate.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).

The City of Ocala provides a competitive, comprehensive benefit package for all full-time employees.

Health Insurance

We offer both single and family coverage, for employees working 30 or more hours per week.

Dental Insurance

For full time employees, we offer both single and family dental coverage.

Vision Insurance

For full time employees, we offer both single and family vision coverage.

Life Insurance

For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life. For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life.

Short Term and Long Term Disability

Offered to full time employees, STD and LTD coverages are income replacement benefits that assist policyholders who are unable to work for an extended period of time due to sickness or accidental injury.

Medical FSA (Flexible Spending Account) and Dependent Care FSA

Flexible spending accounts allow employees to pay out-of-pocket medical, dental, vision, and dependent care expenses using pre-tax dollars.

Pet Insurance

We also offer special pet insurance for your pets in the case of illness or accidents, as well as preventative care.

Employee Health & Wellness Center

The City of Ocala offers the use of the City Clinic for those employees, and covered dependents over the age of 8, which have elected one of our health insurance plans. Services offered by the City Clinic include primary care, chronic disease management, labs, x-rays, and wellness coaching.

Voluntary Cancer Insurance

For full time employees, the cancer insurance policy can help provide security if you, or a covered dependent, suddenly become diagnosed with cancer.

Supplemental Critical Care Insurance

Our full time employees have the option of electing critical care insurance that is available to help with medical expenses that could arise from things such as a heart attack or stroke.

Supplemental Accident Insurance

Also available to full time employees, is our Accident Coverage. This supplemental plan can be used to help with expenses like MRI's, physical therapy, and hospital admission.

Legal Plan Insurance

Full time employees can have access to local attorneys for a monthly fee and receive discounts on services such as legal consultation, wills, traffic violations and the purchase or sale of your home. The carrier also has a separate policy assisting with the matter of identity theft and social media monitoring.

Deferred Compensation Plan

Deferred compensation is available to all full-time employees at the time of employment. This benefit allows the employee to defer income without paying taxes until money is withdrawn. Current plan is administered through MissionSquare.

Direct Deposit

Direct deposit automatically deposits your net pay each pay period to your checking or savings account at your own financial institution. Direct deposit is a condition of employment for a person hired by the City.

Each pay period the employee receives an earnings statement showing gross pay, taxes, other deductions, accruals and net pay. Enrollment forms are available at Human Resources or Payroll.

Discounts - Theme Park

Discounts are available to all non-temporary employees at the time of employment.

Employee Assistance Program (EAP)

The Employee Assistance Program is available to all full-time employees and members of your household as an employer paid benefit. The EAP offers emotional wellbeing support in the form as counseling sessions and all sessions are confidential. The EAP also provides daily life assistance, legal services, and financial services.

Holidays and Paid Time off

The City provides paid holidays and paid time off for full-time employees. Refer to the Employee Handbook for details.

Retirement Plan

All full-time employees hired after 10/01/2013, apart from Sworn Police Officers and Firefighters, are enrolled in the 401a Defined Contribution Retirement Plan with MissionSquare. All contributions to the 401a Defined contribution plan are pre-tax and earnings grow tax-deferred. The City contributes 8% and employees contribute 3%. City contributions are 100% vested after one year of employment. You will be enrolled automatically and should take time to review your investment options at your earliest convenience.

Training Programs

The City is committed to provide training programs for all departments and all positions. Risk Management conducts classes in Defensive Driving, Safety, and Insurance. With rare exceptions, classes are offered during working hours, and are open to all eligible employees.

Tuition Reimbursement

All regular, full-time employees are eligible to participate in the tuition reimbursement program.

01

Do you have a high school diploma or GED?

• Yes
• No

02

Do you possess a valid State of Florida Operator's License with an acceptable driving record?

• Yes
• No

03

If you possess a valid out of state license, do you have the ability to obtain a Florida driver's license prior to employment?

• Yes
• No
• N/A (Possess a Florida Driver's License)

04

Were you referred by an Ocala Police Department employee?

• Yes
• No

05

If yes, please provide their first and last name, if no, please put N/A.

06

Have you previously applied for this or any other position with the City of Ocala?

• Yes
• No

07

Do you understand that you must reside within 35 miles of the Ocala Police Department (402 S. Pine Ave.) if you are hired?

• Yes
• No

08

Are you at least 18 years old?

• Yes
• No

09

Have you had three moving violations within the past 24 months, or 5 in the past five years?

• Yes
• No

10

Have you had any driver's licenses suspensions (excluding financial responsibility) in the past 5 years?

• Yes
• No

11

If yes, please explain the circumstances, if no, please put N/A.

12

Have you had any illegal drug use, other than marijuana in the 24 months prior to the date of this application?

• Yes
• No

13

Have you ever sold drugs or acted as a middleperson in a drug transaction?

• Yes
• No

14

If yes, please explain the circumstances, if no, please put N/A.

15

Have you used marijuana within 6 months of the date of this application?

• Yes
• No

16

Have you had any conviction for DUI or convicted lesser charge within the last 5 years?

• Yes
• No

17

If yes, please explain the circumstances, if no, please put N/A.

18

Have you been convicted of ANY felony or of a misdemeanor involving perjury or a false statement? Note: Any person who, after July 1, 1981, pleads guilty or Nolo Contendene to or is found guilty of ANY felony or of a misdemeanor involving perjury or false statement, regardless of suspension of sentence or withholding adjudication will not have their application processed. (F.S.S. 943.13(4)).

• Yes
• No

19

Have you had any domestic violence convictions or pleas, including suspension or sentence or withholding adjudication?

• Yes
• No

20

Do you have any tattoos on the head, scalp, face, or neck?

• Yes
• No

21

Have you had any discharge other than honorable or uncharacterized from any of the Armed Forces of the United States?

• Yes
• No

22

If yes, please explain the circumstances, if no, please put N/A.

23

Have you been fired, terminated, dismissed, resigned in lieu of termination from a job, including as a juvenile?

• Yes
• No

24

If yes, please explain the circumstances, if no, please put N/A.

25

Please select which best describes your level of related experience.

• Less than 2 years
• 2 years
• 3 years
• 4 years or more

26

Do you possess experience in data processing, clerical/administrative, equipment operation etc.?

• Yes
• No

27

Do you understand you must successfully complete a telecommunications course: Call Taker Program, FCIC/CJIS within 2 months of employment?

• Yes
• No

28

Do you understand you must successfully complete the ETC Basic Telecommunications Certification training within 2 months of employment?

• Yes
• No

29

Do you understand you must complete the CPR/EMD/EFD/EPD Certification within 2 months of employment?

• Yes
• No

30

Do you understand you must successfully complete the State of Florida PST Certification within 1 year of employment?

• Yes
• No

31

Do you understand you must successfully complete the TTY Certification, FEMA IS-100 and FEMA IS-700 Certifications within 2 months on employment?

• Yes
• No

32

Do you understand you must successfully complete the FEMA IS-200 and FEMA IS-300 Certifications within 4 months of employment?

• Yes
• No

33

Required Testing: I do here by affirm that I will complete the required testing online. Also, I affirm that no one other than myself will test in my place or assist in the completion.

• Yes
• No

34

I understand and agree with the following statements: All background, education and work history will be verified once an offer of employment has been extended and accepted. Any false or incomplete answer may be grounds for not employing me or for dismissing me after I begin work.

• Yes
• No

Required Question

Employer City of Ocala

Address 110 SE Watula Ave

City Hall, 3rd Floor

Ocala, Florida, 34471

Phone 352-629-8359

Website https://www.ocalafl.gov/