The Rutland RECC is looking for interested candidates for a future Full-time Communications Dispatcher opening to be filled by November 27, 2021. This Posting will close once filled.
Below is the full job description for the position.
Using a computer-aided dispatch system, receive emergency calls from the public requesting police, fire, EMS, or other emergency services for four (5) communities. Determine the nature and location of the emergency; determine priorities, and dispatch police, fire, EMS, or other emergency units as necessary and in accordance with established policy and procedures. Receive and process 911 emergency calls from multiple member communities, maintain contact with all field units on assignment, maintain status and location of police and fire units. Monitor direct emergency alarms, answer non-emergency calls for assistance. Enter, update and retrieve information from a variety of computer systems. Receive multiple requests for information simultaneously and process those requests accurately and in a timely fashion. Operate a variety of communications equipment, including radio consoles, telephones, computer systems, and closed-circuit camera systems
EMERGENCY 911-CALL TAKING & DISPATCHING SERVICES
Determines the nature of the emergency in accordance with established guidelines. Determines the proper response agency and services be rendered based upon the 911 call received and dispatches the correct emergency forces based upon the information received and 911 center checklists. Maintains a constant liaison with the scene of the emergency. Transmits and/or relays requests for mutual aid through the appropriate mutual aid town 911 center and transmits these requests to/from the Incident Commander. During periods of multiple emergencies, uses independent judgment to determine which calls need immediate attention, or when different equipment is required due to emergencies in progress (call stacking). Additionally, prioritizes multiple emergency and non-emergency calls to determine appropriate response levels, based on the needs of the emergencies in progress. Performs crisis intervention with distraught emergency callers during high-risk situations until emergency units arrive on the scene, in accordance with guidelines established locally. Coordinates with appropriate agencies in response to mutual aid requests, in accordance with locally established protocols. Assists the supervisor in the training of new/relief dispatchers, in accordance with established guidelines.
A. Prioritizes incoming phone calls to ensure emergencies are handled before routine requests for
B. Answers 911 calls and dispatches appropriate agencies and vehicles, in accordance with
C. Using independent judgment determines the next available emergency vehicles to respond when
vehicles on the run plans are being utilized for another emergency already in progress.
D. Maintains constant contact with emergency responders during routine and emergency
E. Handles requests for providing or receiving mutual aid by contacting the appropriate agencies
and making arrangements.
F. Remains fully alert and attentive at all times during the period of the assigned tour of duty
EMERGENCY MEDICAL DISPATCH (EMD)
Dispatcher verifies the location and call back number for a medical patient and determines the severity
of the emergency situation using established guidelines. Determines the significant facts relating to the
the victim in accordance with established protocols. Maintains continuous contact with the caller (when
appropriate) during emergency situations and may give instructions regarding what to do, or not do,
prior to the arrival of the fire department and police personnel. Must understand and adhere to all HIPPA
rules and guidelines.
A. Utilizing appropriate checklists provided, determines appropriate procedures for callers to
perform during medical emergencies.
B. Uses judgment when initiating an immediate and accurate/appropriate level of medical
response required, including fire units, ambulance, life flight, etc, in accordance with established
C. Maintains contact with the caller to provide additional assistance while maintaining a calm
demeanor at all times.
MAINTAINS REPORTS & RECORDS
In accordance with established guidelines prepares reports for the utilized database management
system (IMC or other as determined), using correct codes and categories in the preparation of the
report. Records and maintains other local, state, and national reporting data information for the
appropriate agencies according to established guidelines. Receives, documents, and informs all
personnel of weather warnings, advisories, and conditions, utilizing the appropriate Internet weather
sites or other available sources.
A. Enters all emergency responses in the Information Management System database, ensuring all
data is accurate and entered in a timely manner. Particular attention must be given to the
correct response codes.
B. Accurately enters all medical/patient information into the database management system, in a
C. Monitors local weather conditions and provides updates to the Incident Commander during
The attributes listed below are representative of the knowledge, skill, and/or abilities required to
successfully complete the daily job requirements of the position of Communications Dispatcher
• Ability to speak English clearly
• Ability to multitask
• Ability to process large amounts of data quickly and efficiently
• Ability to work independently
• Ability to work with others
• Ability to work effectively with the general public
• Ability to work any and all shifts
• Ability to work nights, weekends, overtime, and a rotating schedule
• Ability to work holidays
• Ability to handle stressful situations
• Individual is required to work an alternate work schedule, which requires an uncommon tour of duty
(including weekends and holidays)
• Individual is required to perform critical services regardless of weather conditions and report to the duty station at the regularly scheduled work time
• May be recalled to duty for major disasters or conflagrations or stay over until an emergency has been terminated or until properly relieved by a qualified dispatcher.
• Works in close harmony with supervisors, co-workers, and other municipal departments during day-to-day routines and during emergencies. Is required to maintain good working relationships with all agencies, maintaining a consistently courteous attitude at all times. Keeps calm and cool during emergency situations. The dispatcher makes frequent contact with the public, town departments, elected and appointed officials of the communities represented by the regional center.
• Performs other Communications Center related tasks or other duties required by the Supervisor or Director
• Individual must participate in training exercises by relaying accurate information, must be resourceful and alert to adequately perform duties, must participate in recurrent proficiency training, as directed, and must maintain the confidentiality of sensitive or CORI information.
TRAINING / EDUCATION:
• Education and experience equivalent to graduation from high school, college degree preferable in related field studies
• Individual must obtain Massachusetts Enhanced 9-1-1 Course. Individuals must obtain and maintain CPR certification. Individuals must obtain and maintain NCIC, LEAPS, and related certifications
• All Commonwealth of Massachusetts 9-1-1 required certifications must be obtained and maintained to hold a Communications Officer/Dispatcher position.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
• Must be able to perform tasks which involve the ability to exert light to moderate physical effort in sedentary to light work on a daily basis.
• Tasks involve extended periods of time at a desk or workstation.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.
• Office work environment
The Communications Center’s Director and Communication Supervisors will work in conjunction to assure the smooth operation of the Communications Center. Policies and standard operating procedures will be developed by the Director. The individual is expected to follow established guidelines. Works under the general supervision of the Supervisor/Director or his/her designee and performs duties in conformance with the center’s operating rules and regulations. Work is spot-checked and evaluated through observance of performance during emergency situations and review of work performed. Errors in judgment will be immediately noticeable and might result in loss of life and/or serious injury, damage to property, and financial or legal repercussions. A person must act independently and spontaneously in receiving, passing on, and recording messages received in the 911 Communications Center.
Guidelines include Massachusetts General Laws, the Rutland Regional Emergency Communication Center’s policy & procedures, standard operating procedures, manufacturer’s booklets, maps, diagrams, specifications, specific guidelines are provided, however; in some situations, they have gaps in specificity and will require the incumbent to use independent judgment in interpreting and applying these guidelines to emergency situations.
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