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City of Chandler Salary Plan - 2013-14
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OT Status Legend:
Non-Exempt = Hourly Position
Exempt = Salaried Position
Excellence is the responsibility of everyone at the City of Chandler. We lead by our core values in constant pursuit of excellence:

*Commitment – Dedicate oneself to consistent and excellent public service
*Innovation – Implement unique, creative and cost-effective solutions
*Communication – Communicate in a positive, honest and productive manner
*Integrity - Adherence to high ethical standards
*Diversity – Promote inclusiveness and impartiality throughout the organization
*Personal Responsibility – Take initiative to achieve excellence and accept accountability
*Respect – Demonstrate a high regard for others
*Teamwork – Promote cooperative efforts, open communication and trust

All City employees are expected to conduct themselves in a way consistent with the above values.

Job Description

Pay Grade: A18                FLSA Status: Non-Exempt
Job Group: Clerical/Technical (A)        Class Code: D011    
Effective Date: 7/01                 Revision Date:     8/03, 7/05, 8/11, 2/12
Classification Summary:
The primary function of an employee in this class is to answer emergency and non-emergency calls for police and other city services using a multi-line telephone and 911 systems. Employees in this class are responsible for fast, efficient and accurate receiving, dispatching and processing of calls and messages from and to police vehicles and personnel on an assigned shift. This class is subject to shift work and must be able to work nights, weekends, and holidays as required.

Essential Functions:
Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it. Employees are responsible for all other duties as assigned.
Receives, evaluates, and prioritizes requests for emergency and non-emergency service from the public and police agencies, City departments, and other callers;
Interviews all emergency callers to determine the nature of the emergency, location of the incident, other related information and the need for dispatching of emergency assistance using a multi-line telephone system according to established rules and procedures;
Processes the requests received according to procedure; determines as much information as possible from the requestor to enable the most appropriate agency of responsibility and the most appropriate level of response;
Determine the number of units, and which units, to dispatch and other necessary emergency and non-emergency equipment and personnel to aid officers in the field or the general public in emergency and non-emergency situations. Consider such factors as time of day, description and location of calls, beat unit available, and probable degree of hazard to the responding units;
Establishes a priority to each request in accordance with established guidelines and enters the request into the Computer Assisted Dispatch (CAD) system for dispatch;
Maintains telephone contact with callers in evolving situations until the arrival of personnel who take command of the incident;
Determines from phrasing, vocal stress, and level of cooperation the condition of the caller to provide a proper level of response to the request to ensure the safety of the caller and responders;
Types information into CAD computer masks and files either as reference material or current information pertaining to calls; accesses multiple CAD files to obtain or insert information;
Conducts research, enters, updates and retrieves information from computerized databases relating to wanted persons, stolen property, vehicle registration, stolen vehicles, and other related information;
Performs all work duties and activities in accordance with City policies and procedures;
Works in a safe manner and reports unsafe activity and conditions. Follows City-wide safety policy and practices and adheres to responsibilities concerning safety prevention, reporting and monitoring as outlined in the City's Safety Handbook.

Knowledge, Skills and Abilities:
Knowledge of:
Telephone call-handling techniques;
Radio transmission procedures to produce effective communication between two parties;
Federal Communication Commission (FCC), City, Department, and other applicable rules and regulations;
City streets and surrounding areas, including geographical layout of operating districts;
Police emergency dispatch procedures;
Police organization, policies and procedures;
Computer-aided dispatch (CAD) operating systems;
Operation of a personal computer and job-related software.

Ability to:
Remain calm and make logical decisions when in high stress situations;
Complete work accurately, maintain composure and respond to calls in an often stressful environment;
Maintain the Arizona Criminal Justice Terminal Operator Certification through mandatory departmental training and testing;
Operate radio transmitting equipment in a fast and efficient manner, under stress;
Follow departmental guidelines and procedures relating to response to emergency situations;
Exercise good judgment in the handling and prioritizing of calls within the department;
Effectively communicate and make decisions related to dispatching emergency vehicles under stressful work conditions;
Listen and retain information communicated in emergency calls;
Establish and maintain effective working relationships with other employees and the general public;
Communicate clearly and concisely, orally and in writing;
Operate standard office equipment including a personal computer and related software and demonstrate proficiency to prepare email and timesheets;
Operate specialized dispatch communications equipment required to carry out job assignments;
Prepare accurate and grammatically correct written reports;
Respond to citizen requests in a courteous and effective manner;
Perform a wide variety of duties and responsibilities with accuracy and speed under stress and the pressure of time-sensitive deadlines;
Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.

Supervision Received:
The work is performed under the supervision of a Dispatch Supervisor.

Supervision Exercised:

Minimum Qualifications:
High school diploma or GED equivalency; and
Two (2) years' experience in a high volume data entry and customer service environment; and
Type accurately at 40 words per minute with no more than a 10% error rate; and
Obtain and maintain the Arizona Criminal Justice Terminal Operator Certification within six months of hire or promotion date; or
Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.

Desired Qualifications:
Experience in the operation of telecommunication equipment, computers, or radios preferably in a public safety environment;
Experience and/or training in police dispatch or related field.

Work Environment:
The primary duties of this class are performed in a fast paced, multi-tasking environment, frequently under stressful conditions.

Essential Physical Abilities:
Sufficient clarity of speech and hearing, with or without reasonable accommodation, which permits the employee to listen and respond to radio transmissions and voice instructions; to communicate effectively in person, on the telephone, and over a two-way radio; ability to hear sounds within the normal range of hearing (phone conversations, co-workers, supervisors, radio traffic) and to hear in the presence of noise;
Sufficient vision, with or without reasonable accommodation, which permits the employee to review a wide variety of written and electronic materials at arms length or less (distinguish letters and numbers) and to see in detail objects or printed material at greater than arms length;
Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate control mechanisms such as radio knobs and other mechanisms requiring fine adjustments to position, to handle a variety of records and files, to type with speed and accuracy, and to operate standard office equipment and a computer;
Sufficient personal mobility, with or without reasonable accommodation, which permits the employee to stand or sit for long periods of time, move between work stations, lift up to 25 pounds, and work in an office environment.