Emergency Communications Dispatcher

Department Overview

Emergency Communications Dispatchers perform critical dispatch functions in the field of Emergency Communications. Incumbents operate sophisticated communications equipment to prioritize and process emergency and non-emergency calls for service and dispatch law enforcement and Facilities responders. Emergency Communications Dispatchers work directly with Primary Public Safety Answering Points (PSAPs/9-1-1 Centers) to coordinate complex and high-risk incidents, as well as requests for officer back-up, and to dispatch fire and/or emergency medical services. Work is often performed under stressful demands for speed and accuracy, and employees are required to perform with minimal supervision.

 

Emergency Communications Dispatchers are often the first point of contact for the emergency services system as a whole, and therefore require acute customer service, conversational, and de-escalation skills, as well as a keen awareness of the diverse cultures and identities of the people that work, study, seek care, and visit OHSU and its campuses. Incumbents are required to maintain their skills and effectively perform all of the duties for which they are certified. 

 

Emergency Communications Dispatchers are vital to the emergency services ecosystem and must staff the communications center all hours and all days.

Function/Duties of Position

• Receive and rapidly triage and prioritize emergency and non-emergency telephone and radio calls for law enforcement and Facilities in a dynamic environment to determine appropriate action(s) to be taken.
• Maintain and monitor status of law enforcement field units and assign requests for emergency and non-emergency services to the appropriate unit(s), utilizing a computer-aided dispatch terminal and radio system.
• Effectively communicate with a variety of people with various educational, ethnic, sociocultural backgrounds, and identities.
• Maintain and thoroughly document accurate records of all events, written logs, and actions taken.
• Effectively communicate with and maintain positive customer service with callers, users, co-workers, PSAPs, and other Police, Fire and EMS partners.
• Other duties as assigned.

Required Qualifications

• High School Diploma or equivalent.
• Multi-line call center or telephone experience.
• 1 year of customer service experience.
• 1 year of computer data entry and retrieval of information or comparable experience.
• Ability to learn the geography of the OHSU campus and surrounding areas.
• Critical thinking skills.
• Ability to operate a multi-line phone.
• Ability to effectively use oral and written communication in performance of duties and responsibilities.
• Must pass a typing test.
• Must pass a Dispatch Aptitude Test.
• Must pass a law enforcement background investigation.
• Must pass a Medical Examination.
• Must pass a Psychological Evaluation.
• Must attend the Department of Public Safety Standards and Training (DPSST) Basic Telecommunications Academy and obtain Basic Telecommunicator Certification within 18 months after hire;
  • Must complete annual certification maintenance requirements to maintain position.
• Law Enforcement Data System (LEDS) certified within first 6 months of hire.

Preferred Qualifications

• Associates or college degree.
• 1-2 years of dispatch or heavy customer service experience Radio communications experience 9-1-1 Emergency Communications experience.
• Prior experience working with a Computer Aided Dispatch (CAD) application.
• Alarm monitoring.
• Ability to receive and prioritize both emergency and non-emergency calls for service.
• Ability to multi-task and perform many simultaneous functions while maintaining a high level of accuracy.
• Current DPSST Basic (or Intermediate or Advanced) Telecommunicator Certification.
• Current Law Enforcement Data System (LEDS) Certification.

Additional Details

Must have the ability to work shifts that span a 24-hour period (i.e., day, swing, and graveyard shifts), including weekends and holidays. Must be able to work unscheduled and/or mandatory overtime, as required.

 

Emergency Communications Dispatcher positions are designated as Critical Function Personnel. Critical Function Personnel are expected to report to work during extreme inclement weather and during other events impacting OHSU and its campuses.

 

Benefits

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Vacation - up to 200 hours per year