Under basic supervision, answers emergency and non-emergency calls for service; takes information from callers, and enters information into Computer Aided Dispatch (CAD) database; provides assistance and information to law enforcement, fire, emergency medical services, animal control area agencies and the general public.
ESSENTIAL FUNCTIONS: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
- Answers emergency and non-emergency calls for police, fire, personal assistance, and emergency medical assistance; determines appropriate call classification and priority.
- Answers incoming emergency calls; interviews and pacifies callers, and gathers details; prioritizes calls for service and determines appropriate personnel to respond; dispatches emergency responders; relays pertinent information to law enforcement and public safety personnel in a concise, organized and understandable manner; monitors radio channels and provides immediate information and assistance.
- Follows multiple departmental policies and procedures to provide assistance and information to law enforcement officers, emergency services personnel, and general public; notifies other state, Federal and regional agencies as directed.
- Provides detailed call information to responding personnel; maintains status and awareness of all public safety unit locations; monitors message traffic, and relays information to assure that responders' safety is top priority.
- Enters call information into Computer Aided Dispatch (CAD) incident logs; tracks a variety of law enforcement, fire, medical, animal control and public safety agency resources, personnel, incidents and trends.
- Notifies key personnel on critical incidents; contacts other law enforcement and public safety agencies for additional information and resources as needed, and relays information regarding dispatch incidents.
- Searches state and national data bases at Officer's request.
- Gathers information on non-emergency calls, and responds appropriately; provides information, instructions and assistance to the public within scope of authority and training.
- Utilizes multiple computer systems simultaneously including computer aided dispatch, telephones and radios.
- Monitors security cameras and alarm systems, and responds as needed.
- Supports the relationship between the City of Yuma and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; promotes the City goals and priorities, and complies with all City policies and procedures.
- Maintains absolute confidentiality of work-related issues and City information; performs other duties as required or assigned.
Education, Training and Experience Guidelines
High School Diploma or GED equivalent; AND six months of customer service or clerical experience; OR an equivalent combination of education, training and experience. Must obtain ACJIS and NCIC or Emergency Medical Dispatch and CPR certifications within six months of appointment. Must be able to type 30 wpm proficiently. Must pass a polygraph and background check.
- City policies and procedures.
- State and Federal laws, regulations and statutes, governing dispatch for emergency services.
- Law enforcement and public safety agency terminology.
- Police radio, dispatch and communication protocols, procedures, hardware and software.
- Principles and practices of confidential records management, and file maintenance.
- Geography, roads, and landmarks of City and surrounding areas.
- Communicating clearly and concisely, and relaying details accurately.
- Handling multiple tasks simultaneously, under pressure, and in emergency and stressful situations.
- Obtaining information from hostile and emotional callers.
- Communicating verbal and written instructions, and maintaining security of confidential information.
- Operating a personal computer utilizing standard and specialized software, and entering information with speed and accuracy.
LICENSE AND CERTIFICATION REQUIREMENTS
A valid Arizona State Driver's License is required. A variety of technical training and certifications are required within one year of hire, including Terminal Operator Certification for access to Arizona Criminal Justice Information System (ACJIS).
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Work is performed in a fast paced, high volume call center environment; incumbents must remain alert and responsive while coordinating stressful situations in a fluid and dynamic environment for uninterrupted periods of time; may occasionally be required to bend, reach, stoop, and lift objects.
The City of Yuma offers the following benefits to Full-time City employees:
*ARIZONA STATE RETIREMENT SYSTEM (ASRS) - City employees are automatically enrolled in theArizona State Retirement System. Employees contribute 11.34% (pre-tax)and the City contributes 11.34%ofemployee gross wagesthrough automatic deduction. Should an employee terminate City employment, the ASRS funds may be withdrawn or remain until retirement. Contributions to the ASRS are in addition to FICA (Social Security taxes).
*LONG TERM DISABILITY (LTD) - Included through the Arizona State Retirement System.Employees contribute .16%and the City contributes .16%of employee gross wages.LTD contributions are in addition to FICA (Social Security taxes).
*SOCIAL SECURITY & MEDICARE - Employees pay a contribution into the Social Security & Medicare System.
*WORKER'S COMP. - Insurance coverage for medical expenses and loss of income due to an on-the-job injury is provided by the City of Yuma for all employees.
*UNEMPLOYMENT INSURANCE - Employees are covered by Unemployment Insurance.
*MEDICAL, DENTAL, and VISIONINSURANCE - The City of Yuma is proud to provide medical, dental and visioninsurance for its employees which is administered by the Yuma Area Benefit Consortium.Employees may choosefrom two traditional PPO plans or a High Deductible Health Plan with a Health Savings Account. Dependent premiums are paid one month in advance and are pre-taxed(unless waived). Additional information regarding medical, dental and vision benefits may be requestedfrom the City's Human Resources Department.
*LIFE INSURANCE - The City provides a life insurance policy for employees in an amount that is equal to your annual salary. An Accidental Death and Dismemberment rider is also included for an equal amount. Employees may elect, at their cost, additional life insurance for up to 5X their annual salary. Various voluntary insurance policiesare available at your cost and may be set up as an automatic payroll deduction. Information is available from the City'sHuman Resources Department.
*FLEXIBLE SPENDING ACCOUNT - The plan establishes a reimbursement account, which is designed to provide you with a means of paying for certain medical, dental, vision, and dependent care expenses with pre-tax dollars. The amount you designate is subtracted from your earnings before taxes and is deposited in your flexible spending account. As a new employee you have 30 days from your hire date to enroll.
*EMPLOYEE ASSISTANCE PROGRAM - Provides free counseling sessions for employees and family members, as well as a 24-hour crisis line for emergencies.
*COMPENSATORY LEAVE (COMP. TIME) - Paid leave that an employee has elected to accrue in lieu of overtime payment.
*GENERAL LEAVE - This leave is available for all regular full-time and regular part-time employees. General Leave is paid leave for an employee's personal time off. General Leave can normally be used90 days after your hire date. General Leave accrual varies by the employee's years of service and employment status.
- 0 to 5 years = 6.14 hoursper pay day or 153.5 hours annually
- 5 to 10 years= 7.74 hours per pay day or 193.5 hours annually
- 10 to 15 years= 8.06 hours per pay day or201.5 hours annually
- 15 to 20 years= 8.7 hours per pay day or217.5 hours annually
- 20+ years= 9.34 hours per pay day or233.5 hours annually
*SICK LEAVE - Employees are eligible to utilize paid sick leave immediately following 90 calendar days from their date of hire. July 1 of each year, employees will have 40 hours of sick leave added to their sick leave bank. New employees will have 40 hours of sick leave added to their sick leave bank on their date of hire.
*HOLIDAYS - The City recognizes 11 holidays per year. Holiday pay is at eight hours per holiday.
- New Year's Day
- Martin Luther King, Jr. Day (third Monday in January)
- President's Day (third Monday in February)
- Memorial Day (Last Monday in May)
- Independence Day
- Labor Day (First Monday in September)
- Veterans Day
- Thanksgiving Day
- Day After Thanksgiving
- Christmas Day
- Additional Day in conjunction with Christmas
*DEFERRED COMPENSATION - Employees may participate in a tax-sheltered Annuity Plan (457 Plan) through payroll deduction to provide additional retirement income.
*SMOKE-FREE WORK ENVIRONMENT - The City prohibits smoking in, and within a reasonable distance of, all buildings used by the City for the conduct of City business or buildings or facilities used or occupied as workspace by City employees. This includes City owned and operated vehicles. This policy applies to all City employees, volunteers, citizens, and other persons entering or using City owned or operated facilities and/or vehicles.
* Required Question