Henrico

Ability to remain calm in emergency situations; ability to multitask accurately and efficiently in a fast-paced, high-volume, frequently high-stress, call center environment; mental acuity, demeanor and skill in accurately detecting the scope and magnitude of an emergency; understanding of basic human needs and of individual differences with demonstrated communication skills in calming 911 callers in various states of distress, giving callers clear easily understood instructions, and eliciting needed information to dispatch appropriate first response resources; sound working knowledge of fire, police, and rescue resources and of emergency dispatching protocols; sound working knowledge of federal and State regulations governing use of radio transmission and exchange of potentially protected information (e.g. HIPAA); sound knowledge of County geography and highway/street system; excellent organization skills with the demonstrated ability to multitask effectively, plan and perform duties effectively and in accordance with applicable guidelines, directives and requirements; ability to multi-task accurately using multiple systems and computer screens while maintaining the integrity of time sensitive emergency situations and accuracy of related documentation and recordkeeping; ability to wear a headset for prolong periods of time in order to respond to incoming calls and relay information; hearing acuity sufficient to accurately hear and relay detailed, time-sensitive information; good oral and written communication skills; ability to express ideas clearly, concisely and calmly to staff and 911 callers in various states of distress; ability to read, and consistently comprehend, interpret, accurately apply and communicate complex policies, directives, regulations and requirements related to; sound critical thinking and problem solving skills with the ability to appropriately triage and respond to callers within established policies, guidelines, requirements and procedures; ability to accurately collect, research, verify, enter and maintain data in various systems inherent to assigned duties while responding to 911 callers in emergency situations; sound judgement with demonstrated ability to consider and weigh a variety of relevant factors and make accurate decisions or recommendations; ability to synthesize and compile multiple types of data and make sound decisions; ability to work independently and as part of a team; ability to collaborate effectively to establish and maintain a good working relationships with colleagues, communications staff, department staff, public safety personnel, first responders, the public and other relevant stakeholders; excellent interpersonal skills with the demonstrated ability to remain calm in emergency situations while working in a high-stress, close quarters, call center work environment; strong computer skills with ability to use computer and typical business software, proprietary software and applications, and the County***s current computer-aided-dispatch system to accurately enter and maintain data in multiple systems simultaneously for emergency response management, data management and reporting; ability to operate complex communications equipment incidental to assigned duties; personal accountability including teamwork and establishing and maintaining positive relationships the public and colleagues; excellent customer service skills; diplomacy; tact; and courtesy. Must be able to calmly, positively and appropriately represent the County with the public and other stakeholders. Requires the ability to work a flexible schedule which may include days, evenings, nights, weekends and holidays in a 24-hour, 7-days per week, 365-days per year in a 911 call center operation.

Must be eighteen (18) years of age by the hire date to be eligible for this position.

Requires pre-employment hearing and vision exams administered by Henrico County Employee Health Services, the components of which are based on and appropriate to the specific sensory and/or physical demands of the job.

Must successfully complete all required classroom and on-the-job training.

Must be willing to work assigned shift which may include days, evenings, nights, weekends, and holidays as assigned.

Must successfully complete all State-mandated certification programs, including Emergency Medical Dispatcher (EMD),

Emergency Fire Dispatch (EFD), NCIC/VCIN, within Division-established time frames.

A criminal history record check and fingerprinting is conducted on all persons conditionally offered employment, including a conditional offer of initial employment, or a conditional offer to promote, demote, or laterally transfer an employee.

Graduation from high school and one (1) year of relevant work experience serving the public or in a call center environment, preferably in a 24/7 work environment; prefer previous experience at a 911 Communications Center; OR, any equivalent combination of experience and training which provides the required knowledge, skills and abilities.

Applicants considered for employment must successfully complete the following background investigations/tests:

• Federal Bureau of Investigation (FBI) Criminal History Investigation
• State Police Criminal History Investigation
• Child Protective Services (CPS) Investigation (Dept. of Social Services, JRJDC, Juvenile Detention Home)