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City of Austin - JOB DESCRIPTION

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Dispatcher II
FLSA: Standard/Non-Exempt EEO Category: (60) Admin/Supp
Class Code: 12920 Salary Grade: BB4
Approved: October 24, 1997 Last Revised: September 11, 2017

Purpose:
 

Under general supervision responsible for activities related to dispatch services, work order entries, security system management, Closed-Circuit Television (CCTV) management, life safety systems and emergency response.
Duties, Functions and Responsibilities:
  Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
  1. Schedules and dispatches workers; work crews; equipment; or service vehicles to appropriate locations according to trouble calls received from field service personnel.
  2. Schedules and loans out pool vehicles to authorized employees.
  3. Initiate, enter and update “Calls For Service” into Computer Aided Dispatch/Computer System Emergency Notification System during emergency and non-emergency situations.
  4. Operate and monitor fire alarm system for department and external buildings. Monitor security/emergency equipment/systems and closed circuit television monitors; Report breaches of security to appropriate personnel.
  5. Operate/monitor multi-channel radio, audio/video, multi-agency and multi-jurisdictional alpha paging systems.
  6. Records and maintains files and records of customer requests; work of services performed; charges; expenses; inventory; and other dispatch information on appropriate forms or logs.
  7. Confers with customers or other personnel to address questions; problems; and requests for service or equipment.
  8. Enter and dispatch work order service requests. Relays technical assistance; work orders; messages; and information to or from work crews, supervisors and field inspectors using telephones and two-way radios.
  9. Prepares daily work log information for reports.
  10. Determines types or amount of supplies needed and places orders, accordingly.
  11. Coordinates emergency response including evacuation process.
Responsibilities - Supervisor and/or Leadership Exercised:
 

None
Knowledge, Skills, and Abilities:
  Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
  • Knowledge of basic radio codes and operations of the dispatch console.
  • Knowledge of procedures involved in dispatching customer services.
  • Knowledge of basic office procedures.
  • Knowledge of streets and highways in Austin/Travis county area.
  • Knowledge of city practice, policy and procedures.
  • Knowledge of safety practices and procedures.
  • Skill in oral and written communication.
  • Skill in planning and organizing.
  • Skill in using computers and related software applications.
  • Skill in handling multiple tasks and prioritizing.
  • Ability to respond quickly and calmly in emergency situations.
  • Ability to use two-way radios.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to establish and maintain good working relationships with City employees and the public.
Minimum Qualifications:
 

Graduation from an accredited high school or equivalent, plus two (2) years of related call taking or dispatching experience, or operating a 2-way or multi-channel radio.
Licenses and Certifications Required:
 

None

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.