Public Safety Dispatcher

Summary

Summary

Responsible for system-wide rapid response to all critical code activations, safety alerts, incoming emergency 1-911 responses, non-emergency calls for dispatch and services utilizing multiple technologies. Supports all computer aided dispatch for coordination of internal response and external to appropriate agencies in response to emergency situations. Responsible to monitor and process critical alarms for fire, ChemPak, gas, temperature, infant protection, panics, intrusion, and access control. Coordinates and maintains emergency dispatch protocol to ensure safe and secure environments of care to include monitoring camera systems, mass communication programs, and overhead paging while operating a multi-line phone and alerting system. Gathers information and determines appropriate level of priority of the call for service and enters data into the CAD (computer aided dispatch) system. Monitors and operates radio console with radio equipment to dispatch and coordinate the responses of Public Safety and non-emergency services. Coordinates response to all behavior health alerts/responses at both hospital and clinical care sites to ensure safe environment of care for all patients, visitors, and staff. Is responsible for maintaining constant contact with all officers to ensure safety and the documentation of law enforcement activity. Requests and manages criminal history information from law enforcement agency partners, ensuring the confidentiality of this information and its appropriate dissemination of information outside the scope of FBI requirements. Communicates clearly and effectively under all conditions regarding customers’ needs in a concise and professional manner. Manages multiple tasks at once with detailed attention to urgency, standard procedures, and local and national laws and statutes.

Education

High School Diploma or GED is required. AA/AS degree in a related field is preferred.

Licensure/Certification

Must be current or eligible to certify as an IDACS/NCIC Operator within 3 months of hire. This includes fingerprinting and criminal background check with no felony convictions. Must obtain certification within 6 months of hire and recertify every 2 years.

Must be current or eligible to certify as a CJIS user. This includes fingerprinting and criminal background check with no felony convictions. Must obtain certification within 3 months of hire and recertify every 2 years.

Must be current or eligible to certify as an Incite user. Must obtain certification within 3 months of hire.

Must be current or eligible to certify in National Incident Management IS-100, IS-200 and IS-800 through FEMA within 6 months of hire. Must obtain certification within 9 months of hire.

Valid Driver's License preferred.

Addendums are required for 0153 Nurse Leader, 0249 Registry RN, 0252 Registered Nurse, 0235 Advanced Registered Nurse, and 0236 Expert Registered Nurse. To view addendums, go to the job description page on Parkview’s intranet.

Experience

Preferred 3 years of dispatch experience or 1 year of experience in a high call volume call center position. Additional experience with police, fire, or EMS dispatch is highly desirable. Preferred experience with State, Federal and/or Tribal Laws and local ordinances.

Other Qualifications

Geographical knowledge of the Parkview service area is preferred.

Language skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Reasoning Ability: Ability to think quickly and apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to use logic and reasoning to reach conclusions and resolutions to problems. Ability to work under stressful situations.

Hearing: The candidate shall have normal hearing acuity. A baseline audiometric test will be obtained at the time of the successful candidate's post offer physical and yearly thereafter.

Vision: the candidate shall possess normal color vision and visual functions, including near vision. Each eye must be free of any abnormal condition or disease, which might adversely affect performance of duty and there must be visual acuity in each eye corrected to no less than 20/30. Vision and hearing are required to perform essential job functions.

Key Outcomes

Key Outcomes   Percentage  

Growth

Strives for continuous self-development to ensure expert level skills and extensive practical experience in all aspects of communications to accurately process and dispatch calls utilizing Public Safety applications. Initial training includes 4 to 6 weeks of immersion in live call taking processes, including the use of the Poly WH500 Bluetooth headset and base. Expectations include learning administrative skills in ID (reports, directory updates, code template updates, on-call schedule updates); becoming an SME in radio operations (both UHF and 800Mhz); becoming an SME in NCIC/IDACS (state and national criminal history databases) processes, including BMV queries, warrant queries, Silver/Amber alerts and missing person entries; extensive experience with training for new hires and existing coworkers; and developing projects and materials for the benefit of the communications team. Certification as a Public Safety Telecommunicator through APCO will be required after completion of the Field Training program.

25%

 

Resources

Analyzes and resolves system problems with ID, AL, OH, CAD, SB, PW, DS, MP, PA, 911 Cellular, and radio systems through contact with IS department or application vendor. Documents system issues and resolutions in reports to team and leadership via email or direct messaging. Responsible for application support through routine testing, application upgrades through vendor training programs, and system maintenance. Serves as a cost saving ambassador, reviewing program details to eliminate waste and reduce variability in call handling processes through ongoing, on-the-job training and evaluation.

25%

 

Safety and Quality

Safety: Mitigates safety risks by monitoring less experienced coworkers call processing and providing effective training. Serves as the Technical and Quality expert for ID, AL, OH, CAD, SB, PW, DS, MP, PA, 911 Cellular, and radio systems to ensure quality control. Ensures quality control of compliance in documentation for all activities, with special emphasis on handling HIPAA and NCIC/IDACS protected information. Responsible for the confidentiality of data. Participates in department-wide yearly training for the Public Safety department, which may include: Workplace Violence prevention, Behavioral Response team procedures, Essentials of Aggression Management, and all Public Safety standard operating procedures.

25%

 

Service Excellence

Acts as a liaison to other Parkview Health departments and service lines. Treats staff, co-workers and guests with respect. Demonstrates commitment to service by providing support and assistance to all customers. Addresses issues related to designing, altering, modernizing, and implementing all utilized programs, seeking input as appropriate.

25%

 

Other

     

Other outcomes/duties as assigned.