Communications Dispatcher

City of Boynton Beach, FL
March 3, 2023
Boynton Beach, FL
Job Type


Purpose of Classification The purpose of this classification is to answer multiple telephone lines, to communicate effectively with persons requesting emergency and non-emergency police, fire, or EMS assistance, to clearly relay information for dispatch or transfer calls appropriately, and to maintain logs and records of communications activities.

Essential Functions The following duties and functions, as outlined herein, are intended to be representative of the type of tasks performed within this classification. They are not listed in any order of importance. The omission of specific statements of the duties or functions does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Performs multiple tasks simultaneously; takes appropriate action when presented with a routine call or a stressful life/death situation; remains calm under all circumstances.
Answers incoming telephone calls; receives and transmits information, complaints, and requests for assistance.
Communicates effectively and coherently over law enforcement, fire, rescue, and EMS radio channels; obtains necessary information and dispatches patrol cars, detectives, rescue squads, wreckers, and fire trucks; requests ambulances as needed; conducts investigations on some calls; assigns case numbers to calls.
Maintains conversation with caller to obtain/verify pertinent information and to comfort them until assistance arrives; gives emergency medical pre-arrival instructions and CPR assistance over the telephone; interacts with highly emotional people who are experiencing death, illness, domestic abuse, child abuse, mental illness, suicide, natural disasters, etc.
Operates teletype NCIC/FCIC and Palms; enters and retrieves information from computer; modifies, locates, maintains, saves, and/or clears files and records within database.
Operates radios; monitors radio channels.
Provides information and addresses to the public and police as requested; maintains information on pursuits; knows location of units at all times.
Updates City and County locations and phone numbers.
Maintains logs and records of radio activities, police actions, and calls taken by Fire Department; prepares and files a variety of reports.
Notifies appropriate personnel and/or supervisor of critical situations, weather related information, and problems with communications or computer equipment.
Attends training courses as offered by the department or as required by law to maintain applicable certifications, remain informed of departmental operations, and to promote improved job performance.
Cooperates with federal, state, and local law enforcement agencies and their officers or representatives when activities are related to investigations with City jurisdiction.
Additional Functions
Takes and relays messages to officers and firefighters, other divisions, or local agencies; disseminates information to various departments and divisions.
Maintains cleanliness of work area; restocks supplies.
Performs other related duties as required.


Effectively communicates with supervisor, employees, other departments, contractors, companies, vendors, outside agencies, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Accurately and expeditiously receives and delivers messages and information to the appropriate individuals.

Ability to prepare accurate and thorough written records and reports.

Ability to understand and follow oral and written instructions and to complete assigned tasks with minimal supervisory direction.

Ability to understand and quickly and accurately follow brief oral and written instructions on moderately complex matters.

Ability to effectively communicate with co-workers, management, Police Officers, Firefighters, Paramedics and the general public.

Minimum Qualifications High school diploma or equivalent; supplemented by little or no previous experience or training involving dispatching. Must be able to obtain certification as an Emergency Medical Dispatcher (EMD), and become certified by the Florida and National Crime Information Center (FCIC/NCIC) within six months of employment in addition to basic Telecommunicator training. Must possess and maintain a valid Florida driver's license.
In accordance with FSS 401.465, effective October 1, 2012, all Communications Dispatchers must possess and maintain State of Florida 911 Public Safety Telecommunicator Certification, except new position incumbents in this classification. New position incumbents work under the direct supervision of a certified 911 Public Safety Telecommunicator until they achieve certification. Certification must be done within one (1) year of employment. All specified requirements under FSS 401.465 must be met to be eligible for certification, and must maintain the certification thereafter.
The Boynton Beach public Safety / 911 Training Curriculum has been approved as a 911 Public Safety Telecommunicator Training Program by the Florida Department of Health. All 911 Employees, that provide training, are certified through the Association of Professional Communications (APCO) and the Florida Department of Health.


Knowledge of the rules and regulations governing emergency communications.

Knowledge of the National and Florida Crime Center's Systems, procedures, and methods of accessing and inputting data.

Knowledge of City and Department rules, regulations, policies and procedures.

Knowledge of police/fire methodology and terminology.

Knowledge of the geographical features of the City.

Skilled at paying attention to minute detail in the performance of job duties.

Ability to achieve a high level of compliance in the performance of duties.

Ability to deal courteously and fairly when engaged in any activity with the public.

Demonstrated ability to achieve a high level of compliance in the performance of duties.
Ability to establish and maintain harmonious working relationships with other co-workers, supervisors, other departments, Police Officers, Firefighters, Paramedics, other governmental and regulatory agencies and the general public.

Ability to effectively and clearly communicate both orally and in writing.

Ability to function and remain calm in a high stress environment.


Physical Ability : Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 10 pounds). Tasks may involve extended periods of time at a keyboard or work station.

Sensory Requirements : Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors : Essential functions are regularly performed without exposure to adverse environmental conditions.

The City of Boynton Beach, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (42 U.S. C. 12101 et. seq.), the City of Boynton Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the abilities and aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat of significant risk to the health or safety of themselves or others. Requirements are representative of the minimum level of knowledge, skills, and ability.

Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority in the City's hiring process. Additionally, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by the City.

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