An eligibility list may be established for this position.
City of Lakewood's Statement of Excellence
The City of Lakewood is dedicated to upholding City valuesto include: Performance Excellence, Leadership, Respect and Collaboration. Best fit candidates will demonstrate innovation, customer service, dedication, passion and engagement. All people, citizens and employees, will be treated with respect, relevance, and importance.
Monitors, coordinates, and relays radio and telephone traffic from field units, other law enforcement agencies, and citizens in emergency and non-emergency situations; prioritizes and organizes call load according to nature and type of assistance required; records and maintains accurate documentation of all field units' locations and activities; contacts by radio or telephone other agencies, citizens, and businesses to obtain or relay information pertinent to calls; documents information pertaining to criminal activity and other critical events; makes notifications to call initiator on dispositions of calls.
Major Tasks, Duties, and Responsibilities:
This job description does not intend to list all the duties and responsibilities of the position)
Contacts by radio or telephone other agencies, citizens, and business firms to obtain or relay information pertinent to calls.
Documents information pertaining to criminal activity and other critical events for inclusion on daily computerized activity log.
Makes notifications to call initiator on dispositions of calls and delays in police service.
Monitors, coordinates, and relays radio and telephone traffic from field units, other law enforcement agencies, and citizens in emergency and non-emergency situations.
Notifies fire departments, tow services, security firms, and other law enforcement agencies for appropriate service and information.
Operates multi-channel radio console receiving and relaying emergency and non-emergency calls for police, fire, first-aid and animal control services
Performs NCIC/CCIC functions.
Prioritizes and organizes call load according to nature and type of assistance required by field units, citizens, and other jurisdictions.
Provides mutual aid assistance as required by other law enforcement agencies and makes proper notifications to supervisors.
Records and maintains accurate documentation of all field units' locations and activities.
Selects appropriate field unit or units and determines what information is to be relayed.
Must be able to interact with others in a positive manner.
Requires regular and prompt attendance.
IMPORTANT JOB FUNCTIONS
Attends daily watch briefings, scheduled in-service training classes, and job?related seminars.
Checks and reports to supervisor the need for supplies and equipment maintenance.
Enters and maintains pertinent data on computers for police information (i.e., business file, sector log, etc.)
Maintains on-call personnel, tow services, and other required logs.
Participates in ride-along program with patrol officers for training purposes.
Performs minor maintenance on CPU's, printers and other equipment.
Performs other job tasks assigned by supervisor.
Reads and reviews department manuals, CCIC newsletters, and other information resources to maintain job knowledge.
Trains and assists co-workers as assigned by supervisor.
Ability to adapt to evolving technology.
Receives general supervision from the Police Communications Supervisor.
May receive direction during shift from Police Lead Dispatcher.
Ability to become NCIC/CCIC certified (advanced).
ESSENTIAL QUALIFICATIONS (Knowledge, Skills and Abilities)
High school diploma or equivalent.
One year of customer service experience is required.
Six months of dispatch experience is preferred.
Previous experience in a law enforcement environment is preferred.
Experience with shift work is preferred.
KSA's and Physical/Mental Reqs:
Other Knowledge, Skills and Abilities
Ability to perform multiple tasks, e.g., answering phones, entering information into computer, handling radio transmissions, etc., and remain focused.
Excellent customer service skills and the ability to deal with diverse groups of people.
Ability to use common sense, prioritize situations, relay information with speed and accuracy, and make appropriate decisions, based on the information received, in critical situations quickly and accurately.
Ability to accurately spell and document information received from multiple sources
Ability to handle a variety of rapidly flowing information at one time.
Ability to follow verbal and written instructions.
Ability to maintain confidentiality of information and respect privacy of others.
Working knowledge of geography of City, including the locations of various streets and areas.
Knowledge of the principles, practices and procedures of police communications work.
Knowledge of department rules, regulations and procedures.
Ability to maintain composure and use tact and persuasion to calm emotional callers and obtain complete information on reported incidents in emergency and non-emergency situations.
Must be able to detach from callers who are emotional, agitated and/or distressed, but be able to project empathy and understanding, tact and diplomacy.
Team player and the ability to work cooperatively with supervisors and maintain cohesive relationships with peers.
Self-motivated and a positive "can-do" attitude.
Testing includes: Preliminary and oral board interviews, typing test, polygraph, Dispatcher Skills Assessment Test, pre-offer and post-offer psychological examinations, background investigation, reference checks, vision and hearing tests, hair follicle drug test and a credit check.
Ability to work varying shifts, nights, weekends, and holidays, as required.
Due to training and technical skills required, a one-year probation period is required.
Bi-lingual (Spanish-speaking) ability is a desirable qualification.
Ability to keyboard a minimum of 40 words per minute at a computer terminal
Knowledge of public services available in the county.
Knowledge of the operation of radio receiving, transmitting and other communications equipment.
Knowledge of the organization and function of City departments and agencies.
Knowledge of federal and state regulations governing the operation of radio receiving and transmitting equipment.
PHYSICAL AND MENTAL QUALIFICATIONS
Lifting and Carrying
Ability to move 15- to 20- pound items from one location to another, such as boxes of paper, department manuals, telephone books, etc.
Must be able to sit at dispatcher work station and work radio controls, telephones, and computer keyboards several hours per day. Walks around Communications Center. Manual dexterity to operate a computer keyboard, radio system, telephone, foot pedals and other relevant equipment. Some twisting, bending, and stooping. Must have the ability to coordinate movements of two or more limbs; e.g., while operating telephone and/or radio and foot pedal control and typing information into console controls.
Employee must hear the phone and audible signals from equipment. Hearing must be sufficient to use telephone and radio headset. Must have the ability to actively listen to callers for an understanding of their needs and situations. Must have the ability to understand English spoken in a variety of accents. Must have the ability to focus on a single source of auditory (hearing) information in the presence of other distracting noises. Must be able to detect and discriminate among sounds that vary in a broad range of pitch and loudness.
Visual acuity correctable sufficient to read CRT, radio channel buttons, teletypes, etc. Employee also uses vision to read handwriting, discern information on a computer screen, enter data into computer, read department manuals, other correspondence, and read and interpret maps. Must be able to distinguish between the colors red and green in order to properly utilize computerized equipment.
Must be able to read and remember and use policies, procedures, criminal laws and ordinances that apply to the position, as well as remember numerous details of calls received
Must be able to speak English clearly and concisely to communicate with callers, police personnel, and co-workers. Bi-lingual (Spanish-speaking) is also helpful.
Ability to apply common sense understanding to carry out instructions furnished in written or oral form and to solve problems with good judgment and decision-making skills, especially in relation to emergency calls.
Work in a restricted access area.
Work involves heavy volume and demand (emergency and non?emergency), personnel shortages, position confinement and emergency crises which may prohibit lunch breaks and/or require employee to work unscheduled overtime.
Contact with other public jurisdictions and members of private industry.
Contact with employees in work unit and in other departments.
Work under general supervision with supervisor available to resolve unusual or complex work problems.
Work stations installed with a Windows OS
ACD call-forcing environment
Emergency Warning System
Manual CAD system
Multiple Software Applications