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.

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