Emergency Dispatcher

Town of Amherst • Amherst, MA • 1h ago

AMHERST Emergency Dispatcher The Communications Center is a 24/7 service
which dispatches both emergency and non-emergency calls for the Town of
Amherst Police, Fire & EMS and CRESS Departments. The Emergency
Dispatcher position serves as the initial point of contact for all calls
and performs a variety of routine clerical, administrative and technical
work in receiving and dispatching routine and emergency information;
utilizing 911 technologies; and keeping official records. Work is
scheduled for 8 hours shifts with four days on and two days off rotating
schedule, and includes evening, overnights, and holiday work. Hold-over
& mandatory overtime is required. MAJOR DUTIES: Monitors phones, radio,
and video in the dispatch center. Answers all incoming calls, ascertains
nature of call, and gathers all necessary information to transmit or
relay. Utilizes standard protocols in dispatching all calls. In cases of
emergency medical calls, maintains contact with the caller to give
instruction per protocols. Dispatches police, fire and emergency medical
response vehicles for emergency responses. In cases of
multi-jurisdictions, maintains communications with all responders
involved in incident. Requests resources as directed by responding
personnel or departmental protocol. Broadcasts nature, location and time
of incident; contacts all required personnel; ensures the presence of
reserve units by contacting personnel designated for call-back; relays
information as required. Through computer aided dispatch (CAD),
maintains logs of radio and telephone communications, and location of
personnel and equipment. In the event of an emergency situation,
maintains on-going contact with the responding personnel, keeping them
informed of all incoming pertinent information. Alerts personnel of
various information such as traffic lights out and streets closed.
Maintains dispatch center work area and equipment in clean and working
condition. Keeps abreast of all communications center guidelines,
directives, announcements, and special orders. Operates radios as needed
and assists in radio communications. Operates base radio as required.
Enters and retrieves a variety of data and extracts required data from
computer and other information systems, maintaining reports and records
as required or requested, per departmental standards. Inputs data to
standard office and department forms, both manual and automated. Makes
simple postings to various reports. Compiles and tabulates data.
Maintains thorough knowledge of the mapping systems of the towns served.
Broadcasts pertinent weather bulletins or other civil defense bulletins.
Assists in the training of new employees and ongoing refresher training.
Performs other duties as assigned and consistent with position. MINIMUM
QUALIFICATIONS: High School Degree or equivalent PLUS two (2) years of
experience in public safety, customer service, and/or a high-stress
environment in which communication and accuracy is necessary; OR any
equivalent combination of related education and experience which
demonstrates the ability to perform successfully in the position.
Willingness and ability to obtain and maintain certifications in CPR,
CJIS Operator Certification, Public Safety Telecommunicator I, and
Emergency Medical Dispatch (EMD) within six (6) months of hire
Exceptional communication skills Skill in data entry and
typing/keyboarding Ability to adapt to high stress, emergency situations
or adverse conditions while performing duties with accuracy; ability to
handle stressful situations Ability to multi-task Experience working
with the general public or in customer service. Working knowledge of
computers and electronic data processing; modern office practices and
procedures; and Microsoft Word and Excel. Skill in operating listed
tools and equipment or willingness and ability to obtain skill For more
details and full job description please see website.

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