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Job Specification Details

PSAP Emergency Communications Dispatcher I

Job Code 914200
Pay Plan Classified
Pay Grade 21
Occupational Category Protective Services
Effective Date 07/23/2017
Class Definition

Emergency dispatching, E 911 call taking, public information, and records management work for the Department of Public Safety involving the operation of radio, telephone, computerized and electronic communications equipment at one of the Communication Centers (PSAP). Incumbents are assigned to particular shifts and may have to work rotating shifts. Work is performed under the general supervision of the PSAP Administrator or the Emergency Communications Supervisor.

Examples of Work

Responsible for ensuring the safety of all law enforcement personnel performing their duties within a given area of responsibility, including Vermont State Police personnel, local police officers, county sheriffs, State Game Wardens, Department of Motor Vehicle Inspectors, Liquor Investigators and other law enforcement personnel working in the area. Ensures the safety of the public by promptly and appropriately responding to their calls for service. Prioritizes calls, gathers information and relays information to responders and documents the event. Remains aware of the changing nature of incidents in progress and communicates pertinent information effectively to responding personnel. Prioritizes information and coordinates initial responses to various incidents while locating and notifying additional resources as necessary. Is familiar with police procedures and recognizes and responds appropriately to changing circumstances. Remains aware of officer safety issues, and public safety issues at all times during a call. Manages callers, who are often in distress, in order to obtain all necessary information and provide instruction. Obtains, interprets, and communicates relevant law enforcement and emergency services information from a variety of sources. Obtains pertinent information from the general public regarding criminal activity, public safety issues, fire and emergency medical situations and quickly and accurately communicates the information to the appropriate personnel or agency. Responsible for law enforcement records management including arrest warrants, NCIC transactions, and NIBRS (National Incident Based Reporting System). Performs related duties as required.

Environmental Factors

Due to the nature of this work, candidates with 100% loss of sight, hearing ability, or with major speech impediments will not be considered. Eligibility determination of candidates with a less severe disability will be made on an individual basis. Incumbents must be able to function under stress and be able to work rotating shifts when required. This is a front line position for the Department of Public Safety. It is a demanding position and based on the needs of the department, mandatory overtime may be necessary.

Knowledge, Skills and Abilities

Must demonstrate typing proficiency.

Ability to maintain composure and make appropriate decisions when reacting to a variety of situations which may endanger the safety of persons or property.

Ability to speak clearly so that it Is understandable to a listener.

Ability to quickly make sense of information that seems to be without meaning or organization.

Ability to concentrate and not be distracted while performing a task over a period of time.

Ability to determine priorities among simultaneous requests and messages.

Ability quickly and accurately to transcribe radio and telephone messages.

Ability to perform assigned duties with minimal supervision.

Ability to meet and deal with the public.

Ability to remember details.

Ability to learn new procedures and adapt existing ones to new situations.

Ability to operate various software and computers.

Ability to operate 2 way radio and other communication systems.

Ability to follow oral and written instructions.

Ability to establish and maintain effective working relationships.

Working knowledge of English grammar, usage and spelling.

Minimum Qualifications

High school diploma or equivalent AND two (2) years or more of experience as a non-emergency dispatcher or a radio operator, or any work experience that includes significant contact with the public, such as a welfare eligibility worker or interviewer, counter or rental clerk, bill or account collector, credit checker, answering service call taker, receptionist, or travel clerk.


High school diploma or equivalent AND one (1) year or more of experience in the emergency telecommunication field, or as an emergency dispatcher or telecommunicator.

Note: Certification by the E-911 Board as a telecommunicator may be required within six months of entry into the job.

Note: All candidates must pass a security clearance conducted by the Department of Public Safety.

Preferred Qualifications
Special Requirements

Performance requirement: Applicants must pass a Department of Public Safety administered computer based "CritiCall" test, which assesses computer and other job related skills.