3838 N Central Ave. Phoenix AZ 85012
The Dispatchers in the Operational Communication Office primary responsibility is to answer emergency and non-emergency calls statewide in support of the Enforcement and Compliance Bureau, Office of Inspector General, Attorney General’s Office, and the Arizona Department of Agriculture, Livestock Division using a multi-line telephone system and Computer Aided Dispatch (CAD) System. Dispatchers are responsible for fast, efficient and accurate receiving, dispatching and processing of calls and messages from and to personnel on an assigned shift. Dispatchers’ conducts research enters updates and retrieves information from computerized databases relating to wanted persons, stolen property, vehicle registration, stolen vehicles, and other related information in accordance with policy and procedure. The Operational Communication Office is a 24/7 operation. Dispatchers are subject to shift work and must be able to work nights, weekends, and holidays as required. Dispatchers are to adhere to the rules, policies, procedures, and statutes that govern their conduct and performance within the Department. Arizona Criminal Justice Information System (ACJIS) certification is required and authorized through the Arizona Department of Public Safety.
Essential Duties and Responsibilities include but are not limited to:
● Receives, evaluates, and prioritizes requests for emergency and non-emergency service statewide in support of the Enforcement and Compliance Bureau, Office of Inspector General, Attorney General, and Arizona Department of Agriculture, Livestock Division and other callers.
● Interviews all callers to determine the nature of the call, location of the incident, other related information and the need for dispatching of assistance using a multi-line telephone system according to established rules and procedures.
● Processes the requests received according to procedure; determines as much information as possible from the requestor to enable the most appropriate agency of responsibility and the most appropriate level of response. Determines from phrasing, vocal stress and provide a proper level of response to the request to ensure the safety of the caller and responders.
● Determine the number of units, and which units, to dispatch and other necessary emergency and non-emergency equipment and personnel to aid officers in the field in emergency and non-emergency situations. Consider such factors as time of day, description and location of calls, unit available and probable degree of hazard to the responding units.
● Establishes a priority to each request in accordance with established guidelines and enters the request into the CAD system for dispatch; Maintains telephone contact with callers in evolving situations until the arrival of personnel who take command of the incident.
● Types information into CAD pertaining to calls; accesses multiple CAD files to obtain or insert information; Conducts research, enters, updates and retrieves information from computerized databases relating to wanted persons, stolen property, vehicle registration, stolen vehicles, and other related information in accordance with policy and procedure.
● Federal, State and department rules and regulations, policies and procedures governing security and privacy of record information.
● Customer service procedures and techniques
● Telephone call-handling techniques
● Radio transmission procedures to produce effective communication between two parties.
● Federal Communication Commission (FCC), City , Department and other applicable rules and regulations.
● City streets and surrounding areas, including geographical layout of operating districts
● Police emergency dispatch procedures
● Computer-aided dispatch (CAD) operating systems
● Federal, OSHA and State and County regulations and City policies regarding safe work practices.
● Operate standard office equipment including a personal computer and related software and demonstrate proficiency to prepare e-mail and time sheets
● Operate specialized dispatch communications equipment required to carry out job assignments
● Prepare accurate and grammatically correct written reports
● Respond to citizen requests in a courteous and effective manner
● Perform a wide variety of duties and responsibilities with accuracy and speed under stress and the pressure of time-sensitive deadlines
● Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.
● Remain calm and make logical decisions when in high stress situations
● Complete work accurately, maintain composure and respond to calls in an often stressful environment
● Operate radio transmitting equipment in a fast and efficient manner, under stress
● Follow departmental guidelines and procedures relating to response to emergency situations
● Exercise good judgment in the handling and prioritizing of calls within the department
● Effectively communicate and make decisions related to dispatching emergency vehicles under stressful work conditions. Listen and retain information communicated in emergency calls
● Communicate clearly and concisely, both orally and in writing.
● Follow verbal and written instructions.
The ideal candidate for this position will have:
● A High School Diploma or GED
● Two (2) years’ experience in a high volume data entry and customer service environment
Obtain and maintain the Terminal Operator Certification level B by the Department of Pubic Safety within six (6) months of hire or promotion date.
This position requires possession of a valid Arizona Driver License. Candidates for this position must complete and sign PART 1 of the State of Arizona Application for Employment at the time of interview, which will allow ADOT to obtain the candidate's motor vehicle record (MVR). The most recent 39-month period shown on the MVR will be reviewed in accordance with A.A.C. R2-10-207.11 (H) and (I). The review must show an acceptable driving record prior to any offer of employment being made by ADOT. Employment is contingent upon an acceptable MVR.
The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Participation in the Arizona State Retirement System (ASRS) is mandatory.
Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
ARIZONA MANAGEMENT SYSTEM (AMS)
All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
State employees are highly engaged, collaborative and embrace a culture of public service.
The State of Arizona is an Equal Employment Opportunity Employer.