Title: COMMUNICATIONS SPECIALIST (DISPATCHER)
Department: COMMUNICATIONS
FLSA: Non-Exempt, Hourly
Approved Date: 04/16/26
Responsible to: SHIFT SUPERVISOR, DIRECTOR OF COMMUNICATIONS CENTER, COUNTY COMMISSIONERS
Work Schedule: Full-Time 40 hours per week
Rotating-shift positions, including nights, weekends, and holidays, as well as periodic overtime.
Job Summary:
The Dispatcher is responsible for receiving, processing, and dispatching requests for public safety services, including emergency and non-emergency calls, for the citizens of Waldo County. Requests are received through 9-1-1, telephone, radio, walk-ins, or other available means. This position operates in a fast-paced, high-stress environment and requires the ability to multitask, prioritize incoming calls, and make rapid and accurate decisions during both routine and critical incidents. Dispatchers must maintain composure while handling emergency situations and provide clear, professional, and life-critical communication support to callers and responding police, fire, and EMS personnel. The Dispatcher is also responsible for coordinating and maintaining all public safety radio communications, documenting and maintaining accurate logs, and recording complaint information for all police, fire, and EMS calls handled by the Center.
Essential Job Functions and Responsibilities:
1. Knowledge of Waldo County Communications Center Policies and Standard Operating Procedures.
2. Knowledge of Waldo County Handbook Policies.
3. Be punctual for scheduled work and use time appropriately
4. Knowledge of local, state and federal laws, rules and regulations applicable to the Communications Center and all law enforcement agencies, fire services, EMS services and private services affiliated with the Waldo County Communications Center.
5. Answers 9-1-1 emergency calls from the public and dispatches adequate personnel for the effective and efficient servicing of these requests; keeps personnel who have been dispatched to calls fully informed of all facts affecting the safety and efficiency of their response to the call.
6. Receives non–emergency requests for information from the public and provides information, if known, or refers caller to appropriate agency.
7. Enters dispatch call information into CAD system and updates information on unit's arrival, clearance and call status as needed; records all significant communications as required by standard operating procedures.
8. Disseminates police information regarding wanted persons, stolen vehicles, missing persons, etc., that may be received by telephone, Teletype or other means.
9. Acquires and maintains a thorough knowledge of the location and characteristics of significant areas of the County which the center services.
10. Keeps track of all officers on a given shift and immediately informs the appropriate shift supervisor when contact with an officer cannot be made as per standard operating procedure.
11. Keeps track of all Fire & EMS apparatus when on calls.
12. Maintains the Communications Center and equipment is in order and reports any defects, malfunctions, or repairs needed to the shift supervisor.
13. Enters in and/or retrieves information from the Maine METRO/NLETS and NCIC Teletype systems; maintains such records as required by METRO/NCIC procedures.
14. Maintains In-house records of all warrants and NCIC entries and cancellations.
15. Provides emergency medical/fire instructions on all EMS calls and Fire incident instructions.
16. Enters Bail Conditions into METRO System on bailed arrestees if requested by Corrections.
17. Activates all served protection orders.
18. Provides/fulfills officer requests.
19. Maintains/fulfills all required paperwork for arrests and summonses.
20. May run all SBl/lll's for jail classifications and visitors.
21. Works in the field as an incident dispatcher during major events where an incident command post has also been established.
22. Uses Radio Communication Equipment; I Am Responding; Teletype and computer; General Office Equipment, Paging system; CAD system, 9-1-1enhanced Geolynx, Guardian, APU & TDD equipment, and tape recording equipment; other communications equipment as required.
23. All other duties as requested by a Supervisor or the Director.
This description is not an exhaustive list of duties and responsibilities associated with this position. Management reserves the right to revise these responsibilities or require other or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, technological development, etc.)
Job Related Skills and Qualifications:
The following experience and skills are considered essential:
· 2-3 years of prior related experience preferred; experience and knowledge of call center operations preferred but not required.
· An understanding of communications and the nature of public safety.
· Have no criminal record and may be required to submit to both a psychological examination and polygraph examination.
· Must have the ability to exercise independent judgment in following appropriate procedures and policies, and in prioritizing multiple tasks in available time.
· Must have the ability to communicate verbally and in writing at a high level.
· Must have the ability to withstand the job-related stress and dangers.
· Experience in the operation of modern communications hardware desirable but not mandatory.
· Must have ability to think and act quickly and efficiently under conditions of high stress.
· Ability to comprehend and effectively operate the computer aided dispatch {CAD) system required.
· Ability to deal courteously and effectively with members of the public.
Education/Training and Experience:
The following education requirements are considered essential:
- High School Diploma or equivalent.
- Must be able to successfully complete the Certification of Terminal Operator {CTO) course offered by the Maine Criminal Justice Academy, Emergency Medical Dispatching (EMD), Emergency Fire Dispatch (EFD), CPR, Geolynx, Guardian, APU Certification and Hazardous Materials Awareness Level, Emergency Telecommunicator Course and any other State mandated training that may be offered at a later date. Training to be completed within one year of employment.
- Must be able to obtain State EMD license and EFD license.
- Must maintain all certifications and licenses and successfully re-certify when applicable.
- Must obtain and maintain all CEH’s (Continuing Education Hours).
- Must be willing to participate in required in-service training each year as required by law.
Working Environment/Physical Requirements:
The requirements described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
· The nature of the work is primarily indoors in an office environment, exposed to various communications equipment noises.
· Dispatchers frequently interact with people who are agitated and under stress.
Physical Requirements:
· This position operates in a fast-paced, high-stress environment, and the employee must be able to maintain performance standards and composure under such conditions.
· While performing the duties of this job, the employee is regularly required to talk and hear.
· The employee is required to sit for extended periods of time, use hands repetitively to operate a standard computer, and occasionally stand and walk.
· The employee may occasionally lift and/or move up to 10 pounds.
· Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.
· Must be able to maintain an alert state of mind.
· May require work in an Incident Command Post in an outdoor environment.
Any applicant or employee, upon request, shall have a statement from a physician stating that they have had a physical examination in the last 30 days, and that they are in good health and physically able to withstand the job-related stress and danger.
