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Performs responsible technical and public safety work dispatching emergency personnel and equipment usually in response to emergency situations and assisting the public.

Distinguishing Features of the Class:

An employee in this class receives routine and emergency telephone calls and personal requests for assistance concerning crimes, fires, rescue needs, or general information; dispatches Police personnel and maintains contact with Police units; transfers other emergency and non-emergency calls to the proper agency. Employees also utilize computer-aided dispatch to receive and dispatch calls; enter the disposition of calls. Employees maintain a variety of manual logs and assist the public with various types of information. Work involves frequent public contact which requires tact, firmness, and decisiveness in obtaining necessary information from people who are under extreme stress. Work is performed in accordance with departmental policy and state and federal law, supplemented with specific directions from supervisors. Work is performed under general supervision and is evaluated through observation, discussion, and feedback from supervisors and input from officers in the field.

Essential Functions of the Job:

• Receives routine and emergency telephone calls and personal requests for assistance on multiple lines concerning accidents, crimes, fires, emergency medical service, or general information; obtains needed information concerning the nature of the problem; identifies the location of callers to choose and dispatch the proper law enforcement officer; transfers other emergency and non-emergency calls to the proper agency.
• Monitors activities of officers on patrol and makes and/or maintains radio contact to ensure safety.
• Performs customer service work for the Town assisting visitors with information, procedures, obtaining accident reports, and other needs.
• Operates a variety of electronic equipment to maintain contact with police personnel and other law enforcement units; dispatches staff based on the location of the caller to answer requests for assistance and emergency incidents; obtains detailed and specific information from callers; receives and transmits information and messages about the situation as it develops.
• Operates a computer terminal connected with the Division of Criminal Information (DCI) and the National Crime Information Center to send and receive messages and research information regarding criminal history, driver's history, vehicle identification, and crimes.
• Maintains an in-house computer database, communications logs, and reports including the nature of calls, actions taken, and the times involved
• Monitors the facility's critical operations systems (i.e., generator, alarm system, etc.) and notifies appropriate authorities in the event of malfunctions.
• Provides information to the public over the telephone and in person concerning a variety of town services; provides copies of accident and other appropriate reports to the public.
• May be assigned special projects and assist specialized department teams.
• May maintain case files, type police reports and make copies of accident and related reports for the public.

Knowledge, Skills, and Abilities:

• General knowledge of the operation of a public safety communications system and related Federal Communications Commission regulations.
• General knowledge of radio procedures.
• General knowledge of police forms, terminology, and records.
• General knowledge of the geographic layout of the town, and the location of streets, important buildings, and other landmarks.
• Thorough knowledge of departmental programs, policies, and procedures.
• Working knowledge of office and data entry equipment, office technology, applicable software packages, and the application of technology to dispatch and records.
• Knowledge of grammar, spelling, and vocabulary.
• Considerable skills in customer service and public contact.
• Ability to perform a considerable volume of detailed work.
• Ability to maintain files.
• Ability to type accurately and at a reasonable rate of speed.
• Ability to accurately receive and clearly transmit radio communications.
• Ability to assess people and situations, apply sound judgment, remain calm under stressful conditions, and elicit sufficient and essential information for dispatching and assisting field personnel.
• Ability to establish and maintain effective work relationships with departmental staff and the public.
• Ability to follow oral and written instructions.

Physical Requirements and Education:

• Must be able to physically perform the basic life operational functions of stooping, reaching, lifting, fingering, grasping, repetitive motions, talking, and hearing.
• Must be able to perform sedentary work exerting up to 10 pounds of force occasionally; and a negligible amount of force frequently or constantly to move objects.
• Must possess the visual acuity to operate computer equipment, and to maintain and review manual written records.

Desirable Education and Experience:

Graduation from high school including or supplemented by courses in typing and some experience in general clerical work experience with some basic computer knowledge; or an equivalent combination of education and experience.

Special Requirements:

Possession of a valid DCI certificate issued by the State of North Carolina or the ability to obtain it within three months of appointment to this classification.

Applicant must pass all of the disqualifiers listed below to be considered for employment:

Automatic Disqualifiers for Non-Sworn Police Department Personnel:

Conditions of Employment

The Town of Matthews requires background checks to be conducted on final candidate(s) applying for any position with the Town of Matthews. For this position, final candidates must pass an extensive background process to include but are not limited to work history verification, professional/personal reference checks, pre-employment drug screening, criminal background and driving record checks, and psychological and polygraph tests. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

Supplemental Information

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities.

The Town of Matthews is an Equal Opportunity Employer. The Town is an Equal Opportunity Employer. The Town of Matthews provides equal employment opportunities to all employees and job applicants and prohibits discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws in all terms and conditions of employment.

The Town of Matthews is an at-will employer.