MULTI AGENCY COMMUNICATIONS JOB DESCRIPTION

 

GENERAL STATEMENT:

This position has responsibility for the establishment and ongoing operation of the Quality Assurance Program for MACC.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

QUALITY ASSURANCE

• Development and implementation of a comprehensive quality assurance program
• Reviews radio traffic and emergency and non emergency police, fire, and medical calls for service
• Evaluates calls for service and radio traffic according to established criteria
• Gathers individual employee performance data and distributes to Dispatch Supervisor for follow-up with individual employees
• Provides feedback to Dispatch Supervisors regarding overall performance identified during call/radio review
• Participates, as part of the management and training teams, to identify training needs, policy/procedure modifications or review, and overall agency performance
• Performs additional duties as assigned

INTERPERSONAL CONTACTS
Contacts are made both inside and outside the organization. Position requires interactions with the Director and the Management Team, Administrative Assistants, Team Supervisors, Telecommunicators, Police & Fire Personnel, members of the legal community, and the general public.

COMPETENCIES:

• The competencies listed and described below are required of the 911 Calltaker/Dispatcher position. To perform the job successfully, an individual must demonstrate the following competencies:
• Problems Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully and makes decisions based on research, experience and within the scope of their responsibility; Develops alternative solutions; Able and willing to comply with all rules, policies, regulations and procedures whether in agreement or not; Follows chain-of-command and contacts appropriate supervisor as needed.
• Technical Skills - Records names and numbers rapidly; ability to accurately and quickly recall details and essential information; Able to use reference materials (books, charts, maps, manuals, etc) effectively and efficiently.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Remains calm, showing empathy, conveying reassurance and instilling confidence in the customer.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Treats people with respect even when under pressure; Inspires trust by keeping commitments, maintaining confidentiality and supporting others efforts to succeed; Able to accept criticism objectively and in a constructive way; Maintain emotional control and objectivity while directly involved in high stress situations; Keeps emotions under control; Remains open to others' ideas and tries new things; Uses work time in an efficient and productive manner; Shares experience with others;
• Maintain confidentiality in all manners relating to information obtained during the course of employment; Ability to accept criticism objectively.
• Communications Oral/Written  - Ability to provide a positive representation of Multi Agency Communications Center via personal, telephonic and written means; Speaks English clearly, rapidly, and concisely in a well-modulated voice, and to use good diction; Possess good listening comprehension skills; Hear and clearly understand English over telephone and radio circuits; Responds well to questions; Possess the ability to consistently think clearly; act quickly; and calmly in a wide variety of situations;  Writes clearly and informatively; Edits work for spelling and grammar; Ability to understand and follow complex oral and written instructions; Able to read and interpret complex oral and written instructions; Ability to perform several tasks simultaneously; Work as a "team-member" and establish good working relationships.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics - Treats people with respect; even when under pressure; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Supports organization's goals and values; Comply with all lawful rules, policies, regulations and procedures whether in agreement or not. Displays loyalty and commitment to Agency at all times.
• Judgment - Able to define problems, collect data, establish facts, and draw valid conclusions; Deal with abstract situations and apply common sense solutions; Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decisions- making process; Makes timely decisions; Exercise good judgment and make sound decisions when dealing with workplace conflict
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Maintains Multi Agency Communications Center high standards for professionalism even in the absence of reciprocal behavior.
• Quality - Demonstrates accuracy and thorough quality of work; Looks for ways to improve and promote quality work; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Regular and consistent attendance is a condition of employment; Able to adapt to or change work hours when required; Able and willing to attend mandatory training and meetings after normal work hours; Maintains regular and predictable attendance; Arrives at meetings and appointments on time.
• Dependability - Follows managements direction; Completes tasks in a timely manner; Takes responsibility for own actions; Keeps commitments.
• Initiative - Undertakes self-development activities; Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed;  pursues training or development that would enhance productivity.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in  a manner that gets others' attention; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Other Knowledge, Skills, and Abilities

1. Work multiple time sensitive tasks and issues in response to visual and sound stimuli with a high degree of accuracy
2. Ability to type a minimum of 30 words per minute
3. Knowledge of the geography of all agencies served including the location of streets, important structures and landmarks
4. Ability to condense large amounts of information into readable, sensible typed remarks and recollection of numerous acronyms and codes essential to various situations.
5. Ability to be reliable and dependable and report for work on a consistent and predictable basis
6. Have knowledge of basic computer data entry
7. Dispatching techniques, practices, and procedures
   
8. Protocols, practices, and procedures of public safety emergency operations
   
9. Proficient use of computer (CAD and desktop) and recording equipment
   
10. Ability to communicate effectively both orally and in writing
    
11. Speak and understand English clearly and fluently; possess an excellent vocabulary.
    
12. Follow regulations, procedures, and policies
    
13. Organize and maintain accurate files and records.
    
14. Research and retrieve data and information from computer files.
    
15. Good decision making, prioritization, and multi-tasking skills
    
16. Initiative, integrity, and absolute discretion
    
17. Ability to accept feedback constructively
    
18. Adapts well to rapidly changing situations and priorities

QUALIFICATIONS

Education and/or experience

• High School diploma or equivalent.
• 3 years experience receiving, evaluating, transmitting and monitoring emergency requests via telephone and/or radio for police, fire and medical services is beneficial
• OR experience in a customer service position demonstrating extensive telephone or personal contact with the public
• OR any combination of experience and/or training which demonstrates the applicant's ability to perform the essential functions of this position and comply with skills, abilities, licenses, certifications, documentation and work environment requirements listed below.
• 3 years experience conducting quality assurance checks or evaluating call performance

Work Environment/Conditions

• While performing the duties of this job, the employee is regularly required to use hand to finger, handle, or feel. Approximately 90% of duties performed are in a seated position in a secure Communications Center. There is limited opportunity for physical movement. The employee must reach with hands and arms and talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus. Individuals must sit while observing a computer display screen under low lighting conditions for long, uninterrupted periods of time.
• Individuals must be free from physical impairments that with or without reasonable accommodation would interrupt continuous performance of a shift lasting from a minimum of eight hours.
• Must be prepared to stay in the Center for the full schedule shift. Uninterrupted lunch and other breaks are not guaranteed.
• Employees must have a telephone line for 24 hour availability.
• Work is performed in a confined environment under high stress and plays a critical role in Public Safety delivery.

Other Qualifications

• Proof of eligibility to work in the United States of America
• Must be able to successfully satisfy a thorough personal history background check, which will include a criminal history check and driving record check. A psychological and polygraph examination may also be required.

Certificates, Licenses, Registrations

• Valid Washington State Driver's license required
• Must be able to obtain Washington State Telecommunicator I & II
• Must be able to pass NAED Priority Dispatching training and hold NAED certification for FIRE, EMD and POLICE
• AQUA Q Certification
• Must be able to obtain WA State ACCESS certification within 6 months of hire.