Position Type: SAFETY Date Posted: 3/6/2024 Location: Operations: Safety POSITION SUMMARY The Dispatcher will be responsible for maintaining operational control of communications for the Atlanta Public Schools Telecommunications Call Center. The Dispatcher is responsible for operating various sophisticated technological equipment, monitoring life safety systems, processing and dispatching emergency & non-emergency calls, among other duties as assigned by management. Serves as a major artery to the APS body, as the alarm monitoring center is from where information is collected and disseminated district-wide. The call center is a manifold operation, serving as an emergency operations center, a technical support center, a monitoring center, and a customer service call center. The dispatcher is required to perform in each of those capacities while demonstrating optimal customer service skills. The call center 24/7, 365 days of the year; therefore, the dispatcher must be able to perform shift work, including holidays, weekends, mandatory overtime, and serve in an on-call rotations capacity. ESSENTIAL DUTIES
- Dispatch to Atlanta Public Schools' officers and other part-time law enforcement officers, contracted security and other civilians using an 800MHz Public Safety Communications System. Dispatch emergency personnel to calls for service according to standard operating procedures.
- Interview callers and process requests for service to include recording information with accuracy and completeness using the proper reporting system.
- Receive, assess, and prioritize incoming calls to include emergency calls to determine how best to meet the needs of the customers.
- Process, enter, retrieve, and transmit accurately Georgia Crime Information Center (GCIC) and National Crime Information Center (NCIC) entries and inquiries, abiding by policies and procedures mandated by NCIC and GCIC.
- Demonstrate proficiency in working within deadlines and report preparation. Type and file reports as required.
- Continuously monitor life safety systems (fire and burglar alarms), and operate surveillance systems and security access control systems with proficiency.
- Assist with identifying and maintaining most current information in databases as required by the department.
- Report inaccuracies identified or malfunctioning equipment in a timely manner. Create trouble tickets for customers when needed.
- Maintain constant awareness of assigned units, locations, and status; conduct status checks to ensure safety of officers as often as ordered in the standard operating procedures manual.
- Maintain familiarity with all emergency procedures and notification processes; anticipate and prepare for activation of contingency plans due to unforeseen occurrences.
- Ensure that the supervisors and applicable resource officers and other district personnel are informed of all violations.
- Maintain a strong relationship with Atlanta Police Communications 9-1-1 Center other public safety personnel as needed.
- Assist in providing information to other law enforcement agencies with incidents involving local criminal activity that may impact the safety of students, employees or citizens.
- Maintain and submit log-sheets to supervisor related to activities that may include police reports, activity logs and time sheets and maintains all training hours.
- Contact principals, facilities services and other supervisors to report problems with buildings or communicate critical information as it relates to emergencies.
- Perform other duties as assigned by the supervisor and other appropriate personnel.
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to effectively operate, by sight and sound, the Public Safety Board of Education Radio System.
- Proficiency in working within deadlines and report preparation.
- Must be able to work independently, and be comfortable problem solving using sound judgment while not compromising the policies and procedures of the organization; actions will impact others directly and indirectly.
- Considerable knowledge of operations of governmental departments and procedures, governmental and departmental policies, and applicable state and local rules and regulations.
- Must be able to work flexible hours, evenings and staggered shifts, holidays and weekends and/or in emergency situations; required to work overtime including evenings and weekends as assigned by the Chief/supervisor to provide maximum security coverage.
- Ability to apply critical thinking skills in rendering solutions to various issues.
- Strong understanding of factors relating to crisis intervention and calming techniques.
- Must be able to maintain composure and function effectively under extremely stressful conditions (active shooter, suicide attempts, death, etc.).
- Requires extensive communications (verbal and written) with internal stakeholders.
- Ability to communicate and interact well with school personnel, other law enforcement, emergency agencies and general public.
- Requires regular contact to discuss issues of moderate importance; occasionally requires contact with officials at higher levels.
- Has responsibility or authority which is limited to the direction of temporary workers or trainers.
- Requires proficiency in Microsoft Office, Microsoft Outlook, utilization of internet search tools and Intranet, and other office equipment such as incident reporting software, fax, copiers, and scanners.
- Must pass criminal history and background investigation and psychological test.
- Must not have any open administrative investigations.
MINIMUM REQUIREMENTS EDUCATION: - High School Diploma or GED equivalent required. - Associate's or Bachelor's degree preferred. CERTIFICATION/LICENSE: - Georgia Peace Officer Standards and Training (P.O.S.T.) certification required within the first 6 months of employment. - Must be able to maintain certifications required by standard operating procedures and state law. WORK EXPEREINCE: - Three years of call center work experience in law enforcement, security environment or customer service required. PHYSICAL ABILITIES AND WORKING CONDITIONS The physical abilities, working conditions and other conditions of employment listed in this document are representative of, but are not intended to provide an exhaustive list of the requirements for positions in this classification. In the event of an emergency or situation requiring guidance from Federal, State, or local or school district authorities, the requirements of this position may change temporarily or for the school year to best serve the needs of our students. Vision: Ability to read small print and view a computer screen for prolonged periods. Hearing: Ability to tolerate exposure to noisy conditions Speech: Ability to be understood in face-to-face communications, to speak with a level of proficiency and volume to be understood over a telephone or computer. Upper Body Mobility: Ability to use hands to grasp and manipulate small objects; manipulate fingers, twist and bend at wrist and elbow; extend arms to reach outward and upward; use hands and arms to lift objects; turn, raise, and lower head. Strength: Ability to lift, push, pull and/or carry objects which weigh as much as 15 or more pounds on a frequent basis. Environmental Requirements: Ability to encounter constant work interruptions; work cooperatively with others; work independently; work indoors. Mental Requirements: Ability to read, write, understand, interpret and apply information at a moderately complex level essential for successful job performance; math skills at a high school proficiency level; judgement and the ability to process information quickly; learn quickly and follow verbal procedures and standards; give verbal instruction; rank tasks in order of importance; copy, compare, compile and coordinate information and records. Understand how to manage stress Additional Work Conditions & Physical Abilities: Will require travel to multiple sites. The Atlanta Public School System does not discriminate on the basis of race, color, religion, sex,citizenship, ethnic or national origin, age, disability, medical status, military status, veteran status, marital status, sexual orientation, gender identity or expression, genetic information, ancestry, or any legally protected status in any of its employment practices, educational programs, services or activities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. This job description is intended to accurately reflect the duties, responsibilities and requirements of the position. It is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills, or working conditions associated with the position. Management and administration reserves the right to modify, add, or remove duties and assign other duties as necessary. COMPENSATION Salary Grade: 115 Salary Range: APS Salary Schedules Work Days: 261