EDINA 9-1-1 DISPATCHER FUNCTIONS. The Edina Emergency Communications Center dispatches police, fire and emergency medica
City of Edina Information Packet 911 Police/Fire Dispatcher
CITY VALUES—I Q S In Edina, our work with residents, coworkers and other customers is defined by Integrity, Quality and Service, the “Edina IQS.” What do the Edina IQS look like in action?
Integrity • We proactively and openly share information. • We do what we say we are going to do. • We are honest, ethical and transparent in our actions. • We work for the common good and put the interests of the City above our own. • We wisely use all City resources, including money, equipment and time.
PROFILE OF THE CITY The City, incorporated in 1888, is a fully developed first-ring suburb of Minneapolis. The City currently occupies a land area of 16 square miles and serves a population of more than 50,000 residents. Currently, 98 percent of the City is developed. Its first major period of growth occurred in the 1950s as residents and businesses looked to suburban neighborhoods. The late 1960s and early 1970s were another significant period of growth. Today, the City is in a period of “redevelopment” as aging structures (both commercial and residential) are being replaced with newer structures that better suit the needs of 21st century businesses and residents. Approximately 59 percent of Edina’s land area is attributed to low-density residential neighborhoods, 12 percent to commercial/industrial uses, 16 percent parks and open space with the remainder used for local, county and state roadways. The City operates under the Plan-B Council-Manager form of government. Policy making and legislative authority are vested in a City Council (Council) consisting of the Mayor and four other members, all elected on a non-partisan basis. The City Manager is the chief executive officer of the City of Edina. The City Manager is responsible for the proper administration of all affairs relating to the City and overseeing the day-to-day operations of City staff. The City Manager has the ultimate authority regarding all employment decisions for the City of Edina.
Quality • We do accurate, high-quality work. • We take smart risks and look for innovative solutions. • We strive to provide the best long-term value for our residents. • We show initiative by continuously improving our operations. • We take pride in our work and in being a leading organization.
Service • We welcome, listen to and seek to understand others. • We strive to anticipate the needs of others and to exceed their expectations. • We look for opportunities to work with others in solving problems. • We seek out feedback and use it to improve our work. • We support one another and work cooperatively.
EDINA COMMUNICATIONS CENTER The Edina Emergency Communications Center is located on the second floor of the Edina Police Department and was built in 2004. The 9-1-1 center was recently remodeled in the Spring of 2016 to accommodate an additional workstation. We strive to have the best equipment for our employees. Each of the four positions are virtually identical and are equipped with ergonomic equipment and adjustable settings, including raising and lowering work stations with air vents and thermal heaters underneath the desks.
PHYSICAL WORKING ENVIROMENT LIGHTING The lighting in the room is typically low to dark due all of the computer monitors. Having low lighting also helps maintain a calm and relaxing environment due to the high pressure and stress that the positions brings. Each workstation has their own task lighting along with track lighting that has adjustable dimming options. COMPUTER SCREENS Each workstation has a total of 4 monitors; one 48” screen for our main computer systems and programs, one 22” screen as a secondary display for your main computer, one 22” computerized 9-1-1 telephone screen with a movable genovation keypad, and one 22” screen that operates our statewide 800 MHz ARMER radio system. HEADSETS A Headset is required and provided for this position because the 9-1-1 telephone system and radio system are integrated together. There are specific audio settings that are in place due to audio recordings and when you are on a telephone call and transmit on a radio channel, the phone automatically mutes. Each position is also equipped with a cordless headset adaptor which allows to you move around while on the telephone if needed and also transmit or receive radio audio when you are at or away from your workstation. SECURITY VIDEO MONITORING Our communications center also monitors multiple security cameras for the Police Departments, the detention facilities, city satellite facilities and a mobile camera unit that can be deployed to any location. Any of these cameras can be monitored on each individual main computer or viewed on any of the four television screens mounted on the walls.
EDINA 9-1-1 DISPATCHER FUNCTIONS The Edina Emergency Communications Center dispatches police, fire and emergency medical service units for the cities of Edina and Richfield, as well as other City services such as animal control and public works emergencies. Dispatchers are also instrumental in coordinating combined response efforts between other local and State law enforcement agencies. Edina dispatchers have a broad knowledge of issues, such as law enforcement, fire-rescue, medical triage, radio operations and computer technologies. They have the ability to multitask and prioritize changing situations. They also perform numerous others tasks behind the scenes such as updating location information for numerous locations in both cities, background record checks for criminal and other internal city positions, entering and maintaining stolen items or missing persons in NCIC (National Crimes Information System) and numerous other assigned tasks. Some other opportunities that our 911 dispatchers receive are: Emergency Medical Dispatching Certification Police and Fire Ride Alongs Public Speaking (Tours, Safety Camp) On-going training classes Role Playing in Police Trainings Edina Dispatchers are taught to work in each role such as a call taker, police dispatcher, fire dispatcher and EMS dispatcher along with working our data or information position. Depending on staffing levels we divide our roles into two positions; primary or backup. The primary dispatcher is responsible for answering 9-1-1 or telephone calls and police dispatching and the backup position is responsible for fire dispatching and completing paperwork such as criminal histories and warrant confirmations. When additional staff are present, fire dispatching is separated and they assist the other two dispatchers with any necessary work.
STAFFING AND SCHEDULES The communications center is staffed by 9 fulltime dispatchers and 5 part-time dispatchers with one supervisor overseeing staff and operations. The center operates with a minimum of 2 dispatchers working at all times, 24/7. FULLTIME DISPATCHERS Fulltime schedules are 12 hour shifts either working 6am to 6pm or 6pm to 6am with the exception of one scheduled slot that works a power shift from 10am to 10pm. Day Schedule 2 on-2 off-3 on-2 off-2 on-3 off 4 Dispatchers with 2 on each dayshift. The above schedule virtually has every other weekend off alternating with the opposite shift Night Schedule 4 on-3 off-3 on-4 off 4 Dispatchers with 2 on each night shift. One shift works every Sunday, Monday and Tuesday and the opposite shift works every Wednesday, Thursday and Friday and each shift works every other Saturday. PART-TIME DISPACTHERS Part-time dispatchers are asked to work around an average of 20-29 hours per week. There are weeks you could be asked to work more depending on staffing needs. We require the part-time dispatchers to be flexible to cover full or partial time off requests for fulltime staff and also be available for short time callbacks in the event of sick calls. Part-time dispatchers are provide a list of shifts that require filling and choose coverage between all part-time dispatchers.
FULLTIME & PART-TIME TRAINING Our center’s training program is based on a phase training module. Phase training is based on a foundation model where different skills or tasks are added when the trainee is close to, or has successfully completed the previous module or task that was trained. Our training program ranges anywhere from 12 to 24 weeks (4-6 months) on average depending on the individual and based on their skill level or learning styles. This can be seen in the graph on the right. The green columns show the CTO (Communications Training Officer) workload and the black line shows the workload of the trainee. As you can see, as the different skills and task are added, the trainer starts to ease back and allows the trainee to perform them. By the end of training, the trainee should be able to perform the job with little to no help from the trainer. Phase Training – 4 to 6 Months
Basics CAD Non-Emergency Telephone Calls Emergency 911 Calls Radio Piecing it all together as you go Final – Trainer Only Observes
PAY AND BENEFITS Fulltime 9-1-1 Dispatchers in Edina are in a bargaining unit and their salaries and certain benefits are listed in their contract.
Fulltime employees only receive benefits: During the entire training period, you will be placed with 3-4 different Medical Coverage trainers on both day and night shift to expose the trainee to the different Dental Converge environments since calls for service can be different during the day vs night. Vacation / Sick / Holiday Time The vast majority of training is hands on internal training held inside the Deferred Compensation communications center with a trainer teaching and observing you. There are a few different training courses that trainees could be sent to. PERA (Retirement Fund) Fitness Reimbursement Trainees will receive daily and weekly feedback from their trainers on their Overtime Opportunities progress and focus on areas that require attention or improvement. Part-time Benefits Workout Facility in Police Department Flexible/Variety of Hours
Full-Time Pay Scale – 2017 Union Contract 2017
2018
Start
$22.93
$23.62
After 12 Months
$24.99
$25.74
After 24 Months
$27.10
$27.91
After 36 Months
$28.75
$29.61
After 48 Months
$29.52
$30.41
After 60 Months
$30.44
$31.35
Part-Time Pay Scale – 2017 Union Contract 2017
2018
Start
$22.93
$23.62
After 12 Months
$24.99
$25.74
After 24 Months
$27.10
$27.91
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR SUCCESSFUL JOB PERFORMANCE:
Knowledge of and ability to learn law enforcement terminology, procedures and equipment;
Knowledge of and ability to use standard office equipment, radios and
ESSENTIAL DUTIES AND RESPONSIBILITIES
Receive and Appropriately respond to all incoming telephone calls Answer both emergency and non-emergency incoming telephone calls Determines nature and urgency of calls and collects required information Evaluates information received and prioritizes calls Dispatches patrol officers, firefighters, paramedics, and other emergency vehicle response to calls Monitor Multiple Radio Channels Respond to requests for information from police and fire units through multiple public, private, and government databases Create and Maintain Electronic or Manual Records and Logs of activity as required Inputs vital information into the CAD (Computer Aided Dispatch Computer System) for every call Updates CAD location records to reflect vital information on residences and businesses
MINIMUM QUALIFICATIONS
The job requires a high school diploma or equivalent and two years of related customer service experience and /or two years of higher education. The ability to work shift work of days, afternoons, and overnights, weekends, holidays and on short notice.
DESIRED QUALIFICATIONS
Prior experience in a fast paced working environment where it was necessary to make accurate and quick decisions and the ability to work independently without immediate supervision is desired. Prior experience as a 911 Police/Fire Dispatcher. Ability to speak and understand the Spanish language.
computers and ability to learn applications/systems specific to the Department; Knowledge of and ability to learn the geographical layout, political and community service jurisdictions, and road systems of the City; Ability to think clearly and act quickly and correctly in emergency situations; Ability to exercise a high degree of good judgment and independence while evaluating emergency and non-emergency situations and the ability to make split-second decisions; Ability to multi-task, gather and disseminate information clearly, accurately and rapidly in urgent situations; Ability to calm irate or hysterical persons; Ability to enter data accurately into a variety of databases;
2018 HIRING PROCESS
Dispatch Candidates can expect: Application Process June 11th through June 24th Computerized Dispatching Test (Criticall Testing Software) July 6th through July 11th Testing slots are every 2 hours between 8am and 4pm Interviews 1st Round / Sit Along — July 13th through July 19th Up to a 2 hours long 2nd Round Interview Date TBD Thorough background investigation Medical Exam Psychological Assessment Field Training Program Approximately 6 months of on the job training Scheduled with different trainers Trained on both day shift and overnight shift
