6J33

PAY RANGE: 17

SENIOR EMERGENCY COMMUNICATIONS DISPATCHER

(General)

(Bilingual)

GENERAL DEFINITION

This is emergency radio communications work at the at the advanced performance level in the Police Department or Fire Department. Employees in this class provide technical guidance and training to lower level dispatchers working on a rotating shift in the Police Department or an assigned shift in the Fire Department operating a variety of communications equipment for receiving and transmitting information to departmental units. Employees in the class are responsible for assisting lower level staff in addressing the most complex calls and dispatching the appropriate resources to the incident. Accessing and maintaining the security of highly sensitive materials is significant to the work. Work is performed under the supervision of a uniformed officer in the Police Department or civilian dispatcher supervisor in the Fire Department.

ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)

1. Employees in the class must perform advanced level police emergency radio communications work on a rotating shift in the Police Department.

2. Employee in the class must perform advanced level Fire emergency radio communications work on an assigned shift in the Fire Department.

3. Employees in the class must maintain annual state and national fingerprint-based background check clearance as required by the Federal Bureau of Investigation’s (FBI) Criminal Justice Information System (CJIS) Security Policy.

4. Employees in the class must possess and maintain certifications as a Call Taker and an Emergency Dispatcher as issued by the Pennsylvania Emergency Management Association (PEMA) at the time of application and during tenure of employment in the class.

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

BOTH SPECIALTIES

Monitors incoming calls for quality assurance from the general public; assists lower level staff in addressing the most complex calls; schedules breaks and training for lower level staff; answers calls for emergency assistance; determines the nature and urgency of such calls by extracting pertinent information from distressed callers; re-routes and otherwise disposes of calls not requiring emergency police department response; selects proper situation codes and enters pertinent information into a computer; determines nature of pertinent comments to place in text section of terminal input format.

FIRE DEPARTMENT POSITIONS

Keys codes into terminal keyboard to display incoming call information; selects from available options on terminal screen to dispatch; relays data over a variety of radio bands to selected vehicles; selects disposition codes to clear jobs.

Utilizes computer terminals and systems commands to access various Fire Equipment dispatch information; retrieves data in response to information requests; ensures the security and confidentiality of the information consistent with applicable laws and regulations.

Instructs and advises trainees in techniques and procedures of a computer-assisted dispatch system; assists in classroom training of lower level staff; may conduct refresher training sessions for experienced personnel.

POLICE DEPARTMENT POSITIONS

Keys codes into terminal keyboard to display incoming call information; selects from available patrol officers displayed on terminal screen to dispatch; relays over a variety of radio bands data to selected vehicles; selects alternative patrol officers according to protocol and judgment when regular patrol officers are unavailable; selects disposition codes to clear jobs; reads daily reminder bulletins over police dispatch radio for uniformed officers.

Receives requests for information from police district units and other agencies such as the status of stolen vehicles and missing persons; utilizes computer terminals and systems commands to access various police information networks and databases, including the National Crime Information Center (NCIC) database, to retrieve data in response to information requests; ensures the security and confidentiality of the information consistent with applicable laws and regulations.

Instructs and advises trainees, both non-uniformed and uniformed, in techniques and procedures of a computer-assisted dispatch system; may conduct refresher training sessions for experienced personnel.

Performs related work as required.

BILINGUAL SPECIALTY

Answers incoming calls from the public in English and a designated non-English foreign language; uses both English and a designated non-English foreign language to obtain pertinent information on calls requiring police action; dispatches equipment as required for each situation.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF:

· the practices, methods and procedures of operating a computer-assisted dispatch (CAD) system to dispatch emergency vehicles in response to calls

· the geography of the city

· the spelling of city streets and area names

· the location and boundaries of police districts for Police Department positions

· the locations of fire stations, apparatus and hospitals for Fire Department positions

· the state and federal laws and rules governing the security and integrity of criminal justice information

· techniques of questioning for both emergency and non-emergency calls

· law enforcement and public safety codes, procedures and practices for Police Department positions only

· Federal Communications Commission and Fire and Emergency Medical Services codes, policies, procedures and practices for Fire Department positions only.

· customer service principles, training methods and techniques

SKILL IN:

· extracting pertinent information

· multi-tasking

· dispatch of Emergency Medical Services and Fire equipment for Fire Department positions only

ABILITY TO:

· obtain essential information from persons under emergency conditions

· think clearly and act quickly in emergency situations

· establish priorities during emergency situations

· communicate information clearly and effectively to the general public and uniformed officers and/or Fire Department personnel

· operate a variety of computerized police information network systems

· type information into a computer terminal accurately and at minimum speed established by the department

· operate communication equipment including telephones and radios

· speak, read and write a specified foreign language and the English language fluently and clearly for the Bilingual specialty

· manage call logs for verification and documentation purposes

· instruct new employees in public safety dispatch procedures, policies and techniques

· maintain access to, and security of, highly sensitive materials

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 4/24.)

BOTH SPECIALTIES:

OPTION 1 (Positions in Police Department only)

EDUCATION:

Education equivalent to completion of the twelfth school grade.

AND CERTIFICATION:

Current valid certification as a Call Taker and an Emergency Dispatcher as issued by the Pennsylvania Emergency Management Association (PEMA).

AND

EXPERIENCE:

Two years of experience as a Police Communications Dispatcher.

OPTION 2 (Positions in the Fire Department only)

EDUCATION:

Education equivalent to completion of the twelfth school grade.

AND CERTIFICATION:

Current, valid certification by the Pennsylvania Emergency Management Agency as a Call Taker, Fire Dispatcher and Ambulance Dispatcher

AND

EXPERIENCE:

Two years of experience as a Fire Equipment Dispatcher.

ADDITIONAL REQUIREMENT FOR THE BILINGUAL SPECIALTY

Sufficient training and/or experience to be able to understand and speak fluently and clearly in English and the designated non-English foreign language.

PHYSICAL AND MEDICAL REQUIREMENTS

Ability to meet the physical and medical standards approved for this class.

Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

LICENSES, REGISTRATIONS, AND/OR CERTIFICATES

For positions in the Police Department, employees must be able to maintain annual state and national fingerprint-based background check clearance as required by the Federal Bureau of Investigation’s (FBI) Criminal Justice Information System (CJIS) Security Policy.

For positions in the Police Department, employees must be certified by the Pennsylvania Emergency Management Agency as an Emergency Dispatcher and a Call Taker at the time of application and during tenure of employment as a Senior Emergency Communications Dispatcher.

For positions in the Fire Department, employees must be certified by the American Heart Association in the use of Cardiopulmonary Resuscitation and Automated External Defibrillators prior to appointment and during tenure of employment.

For positions in the Fire Department, employees must be certified by the Pennsylvania Emergency Management Agency as a Call Taker, Fire Dispatcher and Ambulance Dispatcher at the time of application and during tenure of employment.

Class Established:

CSC - 7/21

Ad. Board – 8/21

Spec. Revision:

CSC – 10/21

Ad. Board – 11/21

Latest Spec. Revision and Change in pay rate:

CSC – 3/24

Ad. Board – 4/24