Dispatcher Lead

Monday thru Friday

12p-8p

JOB SUMMARY

Under direction leads oversees and participates in the more complex and difficult work of staff responsible for performing various duties in receiving evaluating prioritizing and relaying calls for emergency and non-emergency public safety assistance. Dispatches appropriate units and coordinates response of emergency and non-emergency personnel. Operates a variety of equipment including radio telephone computer programs smoke and weather alarms personal emergency response systems and computer aided dispatch systems. Performs a wide variety of specialized clerical duties involved in the preparation maintenance and release of materials related to public safety dispatch activities; and performs various technical and administrative tasks related to assigned areas of responsibility. Supportive of the Villages mission values and service/hospitality (PRIDE) expectations. Completes training hours as required by policy.

ESSENTIAL JOB FUNCTIONS

• Dispatch Drivers for John Knox Village resident transportation.
• Dispatch Public Safety Officers and Ambulances for emergency needs.
• Answer incoming phone calls to serve John Knox Village residents and associates.
• Knowledge and monitoring of Simplex system Security Monitors paging systems and 2-way radio systems notifyer system (fire alarm and severe weather system) knowledge of emergency call in procedures.
• Knowledge of the Villages complex geography and the greater Kansas City metro area.
• Participates in the interview and selection process of John Knox Village Dispatch associates.
• Trains Dispatch associates. May give input into annual reviews of Dispatch Associates.
• Prepares QA/AI reports.
• Essential aptitudes include spatial aptitude motor coordination form perception finger dexterity clerical perception manual dexterity and eye/hand/foot coordination.
• Must have leadership qualities and be self-organized with the ability to multi-task and prioritize information.
• Must have precision problem solving skills persuasiveness speaking ability initiative alertness memory concentration judgment and patience.
• Must have excellent customer service and listening skills.
• Must be able to withstand phone and alarm noises.
• Must be able to answer dispatch review and follow up on all calls for HFL.
• Data entry maintaining accurate and up-to-date records including maintaining Dispatch call codes and spreadsheet regarding call types equipment issued and other HFL information.
• Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations.
• Ability to speak effectively before groups of customers or employees of an organization.
• Ability to write reports business correspondence and procedure manuals.
• Ability to compute rate ratio and percent and to draw and interpret bar graphs.
• Ability to define problems collect data establish facts and draw valid conclusions.
• Must be able to maintain an overall positive public relations image.
• Available on nights and weekends and is subject to emergency call in.
• Adheres to all safety regulations and requirements.
• Handles stress well and gets along with others within the workplace and with customers outside the department.
• Maintains acceptable standards of workplace conduct.

The responsibilities described above represent the primary responsibilities of the job. Other responsibilities may be assigned by the supervisor as warranted by business needs. The incumbent is expected to perform all assigned responsibilities.

Requirements

ESSENTIAL QUALIFICATIONS

Education:

This position requires the level of education typically acquired by a course of study leading to a high school diploma or GED.

Licenses/Certifications:

• Emergency Dispatching (EMD) certification preferred.
• Telecommunications Operator Certification Emergency Dispatch (Medical Fire or Police) and Telecommunications Instructor designations preferred.

Knowledge and Skills (required unless otherwise noted):

• Three years of dispatching experience preferred.
• One year of Personal Emergency Response System/Alarm Monitoring preferred.
• One year of leadership experience required.
• Intermediate level Microsoft Office software knowledge (Windows Word Excel and Outlook) required.
• Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations.
• Ability to speak effectively before groups of customers or employees of an organization.
• Ability to write reports business correspondence and procedure manuals.
• Ability to compute rate ratio and percent and to draw and interpret bar graphs.
• Ability to define problems collect data establish facts and draw valid conclusions.
• Must be able to maintain an overall positive public relations image.
• Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals. Ability to apply concepts of basic algebra and geometry.
• Handles stress well gets along with others and maintains acceptable standards of conduct.
• Adheres to all safety regulations and requirements.
• The associate may be required to interact with individuals with challenged mental capacities.
• Available on nights and weekends and is subject to emergency call in.

  SPECIAL WORKING CONDITIONS

• The associate is subject to inside environmental conditions.
• The associate is not substantially exposed to adverse environmental conditions (administrative work).
• All associates may be called upon to assist other departments in a declared emergency situation.

Physical and Mental Demands

The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary Work Exerting up to 10 lbs of force occasionally and/or a negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects including the human body.
• Must be able to stand and reach over 24 inch cabinetry to trigger alarm systems over 72 inches off the floor in emergency situations.
• May need to stoop/bend or kneel.
• The associate is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects small parts and/or operation of machines; using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately loudly or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication making discriminations in sound.
• Repetitive motions: Making substantial movements of the wrists hands and/or fingers.

SUPERVISION RECEIVED/GIVEN

Receives supervision from the Public Safety Supervisor. Gives work direction to Dispatchers.

EOE/D/V
Nicotine-free Workplace
Post-offer background check and medical screening required

Questions can be directed to