Cowlitz County
Job Description
The job description is intended to describe the general nature and level of work being performed by the incumbent, and is not to be
construed as an exclusive list of responsibilities, duties and skills required by the incumbent on this position. The job description does
not imply an offer of employment, nor a contract for employment. It is subject to change at the discretion of the employer.
Job Title: Lead Public Safety Dispatcher
FLSA: Non-Exempt
Department: 911 Communications
Union Affiliated: Yes
Reports to:
Pages: 1 - 3
Supervisor
General Position Summary:
This position performs the essential duties of a Public Safety Dispatcher of receiving and relaying emergency and
non-emergency requests for police, fire and medical services utilizing radio, telephone and computer equipment,
while providing leadership and guidance to the Dispatchers on the assigned shift. This position promotes positive
working relationships and cooperative attitude. It also performs general clerical tasks to ensure complete and
accurate records that meet reporting requirements. Recruitment for this position is by competitive process.
Essential Duties and Responsibilities:
1.
Effectively perform all the functions and duties of a Dispatcher in addition to providing leadership, guidance and training
to all dispatchers on their assigned shift.
2.
Ensures that proper action is taken in the event of equipment failure. Contacts the Supervisor and/or Director in the event
of matters requiring urgent managerial attention or involvement, or in the event of an emergency.
3.
Prepares the schedule of staff on the assigned shift per labor agreement and department policy (e.g., time off, sick leave,
etc.). Ensures that the on-coming shift is adequately staffed; implement mandatory overtime as dictated in the SOG / Labor
agreement in the event of staffing shortage.
4.
Submits reports on employee performance and development to be used by the Supervisor or Director on evaluations.
Monitors daily work activities of the staff on the assigned shift ensuring performance according to the Standard Operating
Guide (SOG). Report any issues requiring investigation and disciplinary action to the Supervisor or Director.
5.
Assists the department with EMD/QA when requested. This may include choosing, copying, and reviewing Medical calls
in order to assure proper understanding of the protocols. If unable to perform the task, management may appoint another
experienced dispatcher to complete the task. Provides the Supervisor with the scores so that they can follow up with
remedial recommendations, such as additional training.
6.
Recommends in-service training that may be appropriate and useful to the staff.
7.
Assists the department in addressing complaints by contacting individuals via telephone to gather information for the
Director to reach adequate conclusions on each case.
8.
Prepares and regularly updates various logs, records and reports.
9.
Attend staff meetings/briefings. Contribute ideas to improve overall department efficiency.
10. Attend employer sponsored training as needed/assigned. May represent the department at conferences as assigned.
11. Coach and train 9-1-1 dispatch trainees and other FTE in proper skills, knowledge and decision making.
12. Attend user-agency, department planning, and regional development meetings as assigned.
Cowlitz County Job Description
Lead Public Safety Dispatcher - 911 Comm Ctr
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13. Will maintain a thorough knowledge of agency and outside agencies SOG, Policies, Procedures, Training Bulletins and
other directives and memo’s, and will be able to provide guidance and assistance to user agencies and co-workers during
assigned shift.
14. Assist in creating and maintaining accuracy of SOG’s, training bulletins, training manuals, resource manuals and materials
and other data as assigned.
15. Assist in updating and configuring CAD data, while maintaining, trouble shooting and updating data throughout the
system.
16. Assist in recreating audio files or CD’s for public disclosure requests, training and investigations, or as assigned.
17. Performs other related duties or projects as assigned by the 911 Supervisor or Director.
18. Requires continual on-going training that will require overnight travel in and out of the state.
19. Trouble shoot equipment problems both internal and external.
20. Lead staff appropriately in all county and department policies, procedures, goals, and objectives.
Minimum Qualifications:
1.
2.
3.
4.
5.
Possess the minimum qualifications of a 911 Safety Dispatcher, plus a minimum of two (2) years of service as a
Dispatcher in the Cowlitz County 911 Center; or, three years as a Dispatcher, with one of the years at the Cowlitz County
911 Center.
Must be a proficient Dispatcher with thorough knowledge of the policies and procedures used by the Center as well as the
regulations of the agencies providing services to the 911 Center, such as the NCIC, the WACIC, Access, the Department
of Licensing and the Federal Communications Commission.
Abide by, perform work, as well as enforce all department policies and procedures, department’s code of ethics and the
Dispatchers’ bargaining agreement.
Thorough understanding or experience with common office software: Word, Outlook and Excel.
Have, or obtain within (6) six months, a thorough understanding of internal and external policies, scheduling, and the
bargaining contract.
Required Skills and Abilities:
1.
Possess or develop the skills to give fast, clear and concise instructions and information to the caller and dispatched
agency. Calm and assist callers in order to extract and process needed information to successfully assist the caller and
dispatch the adequate help/agencies.
2. Time management skills in order to perform regular duties of a Dispatcher as well as leadership functions and complete
assigned in a timely manner.
3. Possess and exhibit interpersonal and customer service skills to contribute to the success of the organization by developing
and maintaining good working relationships, trust and confidence with user agencies, staff and other leads, management
and administration, as well as other county employees and agencies.
4. Effectively handle a multi-task and fast paced work environment. Be detail oriented and maintain tasks organized even
with frequent interruptions and distractions.
5. Possess the initiative to take action and be self-motivated within prescribed policies/procedures. Work well independently,
as well as in a team setting.
6. Communicate in a professional business-like manner, both orally and in writing. Portray a professional image and
attitude.
7. Proficient and accurate in data entry into computer information system and reporting duties in a timely manner.
8. Maintain strict confidentiality of restricted or private information and effectively handle sensitive matters.
9. Effectively manage stressful calls during and after the call is processed.
10. Leadership skills to guide, train, and motivate other Dispatchers. Maintain effective lines of communication with the staff
and management.
Equipment or Tools:
1.
2.
Operate a personal computer effectively, and other electronic and communications equipment common to the trade.
Operate standard office equipment such as fax, copy machine, and multi-line phones.
Cowlitz County Job Description
Lead Public Safety Dispatcher - 911 Comm Ctr
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Job Scope:
Level of Supervision Received:
Minimum supervision expected after training, and more supervision for special projects. Provide regular status reports.
Level of Supervisory Responsibilities:
This position is not supervisory in nature, but may assist in providing technical assistance and guidance to new staff.
Contact/Communication with others:
Extensive oral communications with the public over the phone and radio. Extensive typed communications will occur with
individuals within the department, other County departments and client/servicing agencies. Frequent contacts with other local,
state and federal agencies, law enforcement, and the general public. Contacts are written, verbal, or electronic.
Decision Making Capacities:
Requires fast-paced decision-making following policies and procedures and good common sense. Guidance or clearance
should be requested for unusual situations, out-of-scope, and special tasks.
Working Conditions:
1.
2.
3.
4.
5.
6.
Able and willing to work hours that may exceed 8 hrs/day, 10 hrs/day and up to 12 hour shifts, or 40 hrs/week; work
weekends, holidays, rotating shifts, rotating days off, schedules, starting and stopping times, and opposite shifts of other
Leads or Supervisors to allow leadership assignments on each shift.
Shift rotation will be assigned by the Supervisor or Director.
Handle disgruntled public, stressful situations, and be exposed to case related material that may be disturbing.
Observe, abide by, and set example, of all County and department policies, goals, and objectives.
Able to tolerate extended exposure to computers. Able to sit at a workstation for long periods of time.
Must be able to work in secured facility, with restricted access and without windows.
Physical Requirements
Standing
Walking
Climbing
Sitting
Stooping / Kneeling
Lift/Carry up to 15 lbs.
Lift/Carry up to 30 lbs.
Lift/Carry up to 50 lbs.
Push/Pull up to 25 lbs. of exertion
Push/Pull up to 50 lbs. of exertion
Work below waist level
Work at waist to shoulder level
Work above shoulder level
Reach further than arm's length
Fingering
Grasping / Holding
Talking
Hearing
Seeing
Work in confined spaces
Exposed to extreme temperatures
Operate tools or machinery (incl. office equip.)
Operate motorized vehicles/equipment
Work at heights balancing
Use/exposed to hazardous substances
Nov 2015
Last Revision
Aug. 16, 2012
N/A
Occasionally
( 13-33%)
Frequently
( 34-66%)
X
Regularly
( 67-100%)
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
__________________________
Department Head
Cowlitz County Job Description
Rarely
( 1-12%)
________________________
Incumbent
Lead Public Safety Dispatcher - 911 Comm Ctr
_______________
Date
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