Dispatchers

The Communications Specialists of the Edina Communications Center are the professionals working behind the scenes. They are your most important link when calling for help and are committed to providing the highest service possible.

Edina dispatchers have a broad knowledge of issues such as law enforcement, fire rescue, medical triage, radio operations and computer technologies. They have the ability to  multi-task and prioritize changing situations. The job is difficult and stressful but the teams at the center remain calm and efficient.

For more information, contact Laurene Draper at 952-826-0475.

Interesting Facts

• Each Edina dispatcher has an average of over eight years of experience.
• The training program to become an Edina dispatcher is a minimum of 6 months.
• Every Edina dispatcher is certified in CPR and Emergency Medical Dispatching.

What do Edina 9-1-1 Communications Specialists like about their jobs?

• Exciting work environment
• The opportunity and ability to help people in need
• Interaction with other dispatchers, police and fire personnel
• Variety – every day is different
• Being a hero to someone every day
• Making a difference in the community
• State-of-the-art technology

Communications Specialists are required to make quick decisions, coordinate multiple tasks at one time, have reasoning skills and the ability to maintain control of a situation. It is the nature of the job that, at any time, an emergency will require a dispatcher’s full and immediate attention and response. Individuals with the ability to remain calm, professional and even-tempered during emergency situations are the candidates necessary for this challenging, yet rewarding career.

This is responsible, time-sensitive work. The employee will be required to deal with sensitive information in a discreet and professional manner. The employee is involved in dispatching police, fire and EMS units in accordance with the nature and location of the call for service. Dispatchers utilize a complicated 800 MHz radio system, state-of-the-art telephone equipment and computer terminals in receiving and transmitting calls. Work is performed within prescribed rules and regulations and performance is evaluated daily.

Job Duties and Responsibilities

• Receives and allocates both emergency and non-emergency police, fire and EMS calls
• Dispatches appropriate public safety units and monitors status in emergency and non-emergency situations
• Enters emergency response information into the computer using a CAD (Computer Aided Dispatch) system
• Calms, negotiates, questions, advises and otherwise communicates with callers to obtain accurate and essential information necessary to establish the priority of the emergency
• Exercise proper professional judgment and good customer service in stressful situations
• Makes referrals to other agencies if appropriate
• Makes appropriate professional decisions that affect the outcome of public safety services in accordance with guidelines, policies and procedures
• Records time, location and nature of police, fire and EMS events to ensure adequate coverage is provided
• Requests outside police, fire and EMS agencies for mutual aid if necessary
• Maintains radio contact with all police, fire and EMS personnel in order to maintain awareness of status and take any necessary appropriate action in accordance with guidelines, policies and procedures
• Makes periodic announcements and relays messages in support of public safety activities
• Assists other dispatchers as needed
• Uses State and National Law Enforcement computer system to receive or transmit requested information for designated law enforcement activities in accordance with guidelines, policies and procedures
• Performs additional duties as directed or as needed

Knowledge, Skills and Abilities

• Ability to speak English clearly, possess excellent verbal communication skills and the ability to communicate clearly under stressful, confused and/or hectic circumstances
• Ability to deal effectively with people in a multi-cultural society under extremely stressful circumstances
• Ability to record names and numbers rapidly and accurately and to quickly recall details and essential information
• Ability to work multiple time-sensitive tasks and issues in response to visual and sound stimuli with a high degree of accuracy
• Ability to think clearly and respond quickly in a wide variety of emergency situations
• Ability to work as a team member and establish and maintain good working relationships
• Skill in remaining calm, showing empathy, conveying reassurance and instilling confidence in the caller by maintaining an appropriate professional demeanor
• Skill in accurately understanding and condensing large amounts of information into both verbal and typed remarks
• Ability to pass an extensive background investigation

Physical Abilities

• Individual must remain alert and responsive to emergencies while observing computer display screen under low lighting conditions for long, uninterrupted periods of time
• Individual must have adequate hearing, visual acuity, manual dexterity and mental disposition to successfully perform all essential duties
• Ability to speak and write the English language clearly and coherently under stress
• Individual must be free from impairments, with or without accommodations, that would interrupt continuous performance of a shift lasting from 8 to 12 hours
• Individual must be free from impairments, with or without accommodations, that would not achieve attendance reliability sufficient to assure delivery of uninterrupted emergency services

Working Conditions

• Must be prepared to work a full scheduled shift. Uninterrupted breaks are not guaranteed
• Must take information from callers who may be excited, abusive, foul-mouthed, incoherent, drunk, hysterical or any combination of the above
• Must be able to work in a confined, sedentary environment for 8 to 12 hours at a time. Must wear lightweight telephone headset for duration of shift
• Must be able to work shifts encompassing a 24 hour day, 7 day week, inclusive of days, evenings, nights, weekends and holidays
• Must be able to work mandatory overtime, including short-notice holdovers and call-backs.

Applicants are encouraged to spend a minimum of one hour in the communications center, observing the operations, responsibilities and job functions of a 9-1-1 Communications Specialist. Public Safety Dispatching is a unique and specialized career with specific demands and skill requirements. This provides applicants with the opportunity to better understand the position.

Testing
CritiCall is dispatcher-specific testing software, which tests for essential job related skills and may include any or all of the following:

• Advanced Decision Making
• Reading Comprehension
• Sentence Clarity
• Cross Referencing
• Data Entry
• Frequency of Information/Probability Determination
• Map Reading/Geographic Directions
• Memory Recall (Short Term)
• Memory Recall (Long Term) and Inductive Reasoning
• Numerical Ability
• Oral Comprehension
• Perceptual Ability
• Selling and/or Vocalization Summary