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911 Senior Dispatcher

Job Title:
911 Senior Dispatcher
County Name:
Susquehanna County
TITLE: 911 Senior Dispatcher
DEPARTMENT: Department of Public Safety
LOCATION: Public Safety Center - Gibson
REPORTS TO: Deputy 911 Director
RATE OF PAY: $21.47

The 911 Senior Dispatcher is charged with control of the general operations of all shifts that provide 24/7 coverage for emergency communications for Susquehanna County. The span of control of this position will involve approximately 2-3 employees. The Senior Dispatcher reviews work for accuracy, effectiveness, and speed of service as it is deemed necessary. They will be responsible to ensure that dispatchers are accurate, timely and efficient in their daily work productivity by means of both first-hand observation of the day-to-day operations as well as reviewing those incident reports submitted by the dispatchers. This position will report directly to the Deputy 911 director. Senior Dispatcher are responsible as a first line telecommunicator, for the direct operation of the communications center and its staff. The Senior Telecommunicator is expected to act at a higher standard with the oversight and enforcement of Departmental Policies and Procedures

Minimum Requirements:
Education/Training:  Must possess a high school diploma or GED equivalent
Work Experience:  Two and a half years’ work experience in a 911-dispatch agency that dispatches for police, fire and EMS, or related work in the field of public safety communications as it relates to junior staff development.
Knowledge, Skills, and Abilities:
  • Sound knowledge of all emergency service agencies, communications consoles, radio receivers, transmitters, encoders, decoders, telephone equipment, recording equipment, MDC system, departmental e-mail, and any other equipment required in a modern public safety communications center.
  • Experience with CAD administration
  • Must have CTO certification
  • Knowledge of directives that advise who is contacted should a failure with one of the above-mentioned systems occurs.
  • Ability to exercise independent judgment in evaluating, prioritizing, and acting upon emergency and routine requests and the ability to handle several situations simultaneously.
  • Effectively listening to, communicating with, and eliciting information from upset, emotional and irate individuals.
  • Dealing successfully with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds over the telephone.
  • Possess ability to interpret and understand geographic features and directional information.
  • Working under pressure, exercising good judgment and making sound and timely decisions in emergency and non-emergency situations.
  • Ability to work and maintain composure during stressful and unpredictable situations with frequent interruptions (including during break times) to answer the phone and resolve issues on the dispatch floor, Emergency Services building, or any county facility.
  • Maintain proficient and current skills as a senior dispatcher.
  • Possess effective interpersonal communication methods and techniques, including conflict resolution and general mediation techniques. 
  • Ability to effectively communicate verbally and written (firmly, tactfully, courteously and with respect for the rights) with people at all levels inside and outside of the organization (i.e. co-workers, callers, other County personnel, law enforcement, emergency responders, etc.).
  • Strong familiarity with Tyler-New World computer aided dispatch systems, Motorola dispatch consoles and Vesta call handling equipment a plus.
  • Operational knowledge and primary troubleshooting abilities for: Digital Radio System; CAD; computer equipment and the telephone system to include the current Recorder and Everbridge Alerting System.
  • Knowledge of directives that advise who is to be contacted should a failure occur within the communications infrastructure.
  • Ability to recall, identify, and categorize information for accurate record keeping.
  • Must maintain a professional working relationship with staff, response agencies and other PSAPs.
  • Must maintain confidentiality at all times.
Duties and Responsibilities
  • Organize, plan, instruct and coordinate activities of assigned personnel.
  • Accountable for effective administration for police, fire and EMS radio communications.
  • Provide assistance with training and relieving at any dispatch position and SCOPE/Records position.
  • Fill-in for Telecommunicators to cover open shifts and call offs.
  • Review dispatch operations to identify technical and operational training needs and recommend operational improvements.
  • Identify and/or troubleshoot any computer, radio and phone issues.
  • Submit trouble tickets for maintenance/repair/deficiencies of equipment.
  • Coordinate major incidents to ensure proper dispatches and notifications are made by priority; assist with in call handling if necessary; coordinates with Incident Command, for possible deployment of County resources. This includes high call volume during environmental or multi-jurisdictional responses.
  • Submit WebEOC reports and make proper notification including senior management as needed.
  • Generate employee and visitor incident/injury reports.
  • Control access at the Emergency Services complex by operating security gates and entrance doors via security cameras and allowing access of authorized personnel.
  • Responsible for ensuring supplies and all required forms are stocked and available to departmental personnel.
  • Implement and maintain PSAP back-up plan to include deployment to the long-term back-up facility.
  • After hours, serve as the County EOC Watch Officer and point of contact for EMA Duty Officer.
  • Assist with managing and updating the Computer Aided Dispatch software (CAD)
  • Assist with CAD Report generation.
  • Assist with updates of procedural materials and ensuring documentation is up to date
  • Train, evaluate, and mentor telecommunicators during probationary period and training program
  • Participate in the training of new call takers/dispatchers
  • Communicate with senior management to brief them on important incidents occurring during the shift
  • Debrief counseling following stressful situations handled by employees
  • Conduct tours of the Emergency Operations Center
  • Represents the County with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public.
  • All other duties as assigned.
Required Certifications to Maintain:
  • Pennsylvania Call Taker/Dispatcher
  • APCO PST1 Level One
  • Susquehanna County Call Taker/Dispatcher
  • NCIC CLEAN / JNET Certification
  • Emergency Medical Dispatch including CPR
  • Hazmat R&I, ICS 100, and NIMS 700
  • Additional Certifications as required

Within 4-6 Months of Hire:
  • Must acquire and once acquired, maintain CLEAN, CPR, ETC, PEMA and EMD/EFD/EPD / CTO certifications.
Physical Requirements:
  • The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Mobility to work in a typical office setting and use standard office equipment; stamina to remain seated for extended periods of time; strength to lift and carry up to 20 pounds; vision to read printed materials and a computer screen, and hearing and speech to communicate in person, over the telephone and over the radio.
  • Work is performed in a high call volume emergency dispatch environment, where there is limited opportunity for physical movement and the dispatcher must remain alert and responsive while observing computer display screen for uninterrupted periods of time; may be subject to extended work periods without relief, periods of high call volume, and stressful situations.
Special Requirements:
  • Results of the required pre-employment background check must indicate that applicant has no record or history of criminal convictions.
  • Results of the required pre-employment drug screen, (and if hired any subsequent random drug screenings) need to indicate that the applicant qualifies to work for the County.
  • The applicant must meet and comply with Susquehanna County’s Employment Policies.

The above statements are intended to describe the general nature of and level of duties being performed by a person assigned to this position.  They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required to perform this position.


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Date                                                    Employee Signature

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Date                                                    Department Head Signature

In compliance with the Americans with Disabilities Act, the Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the Employer

Posting Date:
Wednesday, December 28, 2022
Expiration Date: