Under general supervision, receives and processes emergency telephone calls for public safety emergency services; responsible for police dispatch and 911 call taking.

• Monitor calls to ensure proper and timely response.
• Monitor transmission of data to the dispatchers to ensure that the form is correct, the transmission is legible and the coding is correct and concise.
• Monitor the dispatching of units to ensure proper and timely response.
• Take immediate corrective action where calls have been answered and/or processed improperly and/or where a unit has not been properly dispatched in a timely response.
• Monitor incoming call volumes and adjust the number of operating personnel to ensure adequate service inclusive of answering and processing emergency calls.
• Inform immediate superior concerning the number of incoming calls and need for additional personnel during high volume situations.
• Ensure the operators have the required reference material including maps, code books, directives, procedures manuals and training bulleting.
• Perform operational checks of telephones, communication devices and all processing equipment to ensure proper operation at each operating terminal.
• Assist and/or troubleshoot in correcting mechanical defects.
• Inform immediate supervisor of any equipment needed to perform job assignment.
• Monitor work performance of Message Center staff ensuring all incoming LEIN requests for information are processed within section, City and State guidelines utilizing TALON and/or NCIC.
• Perform the daily operational check of the intra-departmental public communication systems to ensure proper operation.
• Complete assignments assigned by the Administrative Office to function for the floor and the daily command.
• Assist in training and/or train other new Senior Emergency Services Deployment Operators.
• Make announcements on the intra-departmental public communication system.
• Process special requests for information by encoding and entering the data on a computer terminal.
• Review message center records to ensure that the postings are current.
• Verify the warrant and missing person validations files ensuring they are canceled and removed from LEIN on a monthly basis.
• Instruct new employees on standard practices and details of procedures.
• Instruct operators on the function and operation of equipment.
• Interpret and explain directives and policy statements.
• Investigate complaints regarding calls received and submit reports to superiors.
• Receive, discuss and attempt to settle any first line employee grievances in accordance with departmental rules and union contracts.
• Recommend and/or issue discipline and/or corrective action for poor or substandard work performance and violations of standard practices.
• Perform any of the duties supervised, as required.

Qualifications (required): High School graduation or G.E.D. Minimum of two (2) years as an Emergency Services Deployment Operator or equivalent job title within a Public Safety Answering Point (PSAP). Qualifications (preferred): Preferably completion of two (2) years of college with courses in criminal justice, public administration and/or computer science. Knowledge, Skills, and Abilities

• Knowledge of office work, terms and equipment.
• Knowledge of Detroit Police Department rules and policies.
• Knowledge of terms and equipment used in communications work in the Detroit Police Department.
• Skill in speed and accuracy in performing clerical tasks.
• Skill in writing and speaking clearly and with good speech and voice modulation.
• Skill in working and responding calmly in stressful and emergency situations.
• Skill in handling emergency and non-emergency service calls.
• Skill in use of personal computers and common office software.
• Ability to supervise, train and instruct others.
• Ability to prepare formal and informal reports.
• Ability to interact effectively with departmental personnel and the public with tact and diplomacy.
• Ability to preserve confidentiality and discern what is confidential.

Licenses, Certifications, and Other Special Requirements:

Possession of a valid Community Cardiopulmonary Resuscitation (CPR) Certificate as issued by the American Red Cross or the American Heart Association of Michigan. Emergency Medical Dispatcher Certification. Emergency Telecommunicator (ETC) Certification. Communications Center Supervisor Certification. Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position. Physical Demands The work may require mandatory overtime and can involve mentally stressful or strenuous situations, involving the public and the ability to meet the needs and demands as it relates to the Public Safety Call Center. The operations of the Public Safety Call Center is twenty-four (24) hours a day and seven days (7) a week. Work Environment Work is performed in an open office environment using hands free telephone computer technology with exposure to alarms and other loud noises. Work involves a high volume of telephone calls and extensive interaction with the general public. This position is in a 24/7 operation. A person holding this position is considered an essential worker and is subject to work mandatory overtime (i.e., double shifts) that may occur over a number of consecutive days. Uniform attire may be required at management's discretion.