Communication Specialist (Dispatcher)
Date Approved: 2/18/20
JOB TITLE: Communication Specialist (Dispatcher)
REPORTS TO: Communication Specialist Supervisor
FLSA STATUS: Non-Exempt (part-time)
This position carries the responsibility of maintaining awareness of Airport operational conditions and response to the needs of the Airport’s users to ensure the expeditious transition of public movement. This position also involves evaluating incoming calls to determine the appropriate level of assistance required and dispatching airport service units. This position reports directly to the Communication Center Supervisor. This position performs all operational aspects of the Airport Operations Communication Center (AOCC), including but not limited to; maintaining radio contact with the appropriate unit, customer service, data entry, calls and messages to include routine reports, dispatching of referral information, and emergency calls for assistance from airport personnel regarding medical assistance. All work is performed in accordance with department policies and procedures, local, state, and federal regulations. A Communication Officer works rotating shifts that include nights, weekends and holidays.
Provides professional and courteous service while receiving incoming calls from various entities requesting emergency and non-emergency assistance from the Airport Police Department, Airport Operations Department, and the Aircraft Rescue & Fire Fighting Department (ARFF). Achieve and maintain control of calls and provide proper interrogation to obtain necessary information to determine the appropriate response and priority. Provides airport tenants and users with information regarding operational conditions, directions and assistance through various communications and computer systems to ensure safe, secure and expeditious movement of the traveling public. Monitors airport operational conditions and status of automated systems, performing routine tests to ensure appropriate notifications and follow-up actions are taken. By way of telephone, radio and paging systems. Coordinates and reports general information to appropriate staff regarding operations, maintenance, safety, security, and law enforcement related issues. Dispatches Law Enforcement Officers as needed and ensures sensitive information obtained from law enforcement sources is properly handled. Communicates with local 911 Centers as required. Communicates with FAA Air Traffic Control tower personnel at both airports as needed. Maintains surveillance to ensure security system is operational and monitors security system activities for discrepancies, dispatching appropriate staff as required.
Monitors automated equipment systems for fire, security and maintenance alarms, making appropriate notifications when necessary. Delivers non-emergency messages. Must have the ability to react quickly and calmly to citizens in crisis situations on the phone. Ability to listen, comprehend and retain job-related information. Initiates and coordinates airport response and notification of essential local, state, and federal agencies to respond to emergencies in support of the "Unified Incident Command" structure; assist with the operation of the Emergency Operations Center as required. Collects, records and compiles information for statistical data on routine and emergency airport conditions relating to safety and security, as well as various operational activities. Disseminates information on airport operational conditions, status of construction in progress, and other pertinent airport activities. Monitors Control Center equipment; reports equipment problems; records daily all significant events disseminated to and/or from the Control Center in computerized logs. May serve as a communication training person, training new employees in the communications role and documenting performance, providing input for continued employment during the formal training period. May be required to serve as acting shift supervisor. A Communication Officer works rotating shifts that include nights, weekends and holidays.
MATERIALS AND EQUIPMENT USED
CAD Computer System, NCIC computer system, calculator, copier, office machines, two-way radios, multi-line telephones.
Knowledge, Abilities and Skills
Must possess a strong level of technological proficiency using Microsoft Word, Excel, Access, or Windows. Must have good organizational skills and be able to handle a multi-console telephone system. Preferred knowledge of the federal, state and county teletype computer systems. Skills on the operation of radio transmitting using plain talk. One year of public contact work that included customer service. Ability to maintain a variety of police security logs. Skills in basic typing and the use of the computer-aided dispatch system.
Minimum Training and Experience
High School Diploma or equivalent education Required.
Physical ability to sit for long periods of time, answer phone calls and radio communication.