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300.44 duties of the dispatch services operator

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300.44 duties of the dispatch services operator

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300.44 duties of the dispatch services operator

  1. 1. Number: 300.44 SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 1 Date: 8/17/07 Approved: Ryan Drabek, Director Revised: 6/20/12 I. PURPOSE To describe the duties and responsibilities of the Dispatch Services Operator (DSO). II. POLICY Under the general direction of a Supervising Animal Control Officer, the individuals assigned the duties and responsibilities of a DSO are to provide radio support to employees assigned to field related duties. DSO duties may also include any other animal control responsibilities as directed by supervision. III. SCOPE Applicable to all Field Operations personnel assigned to perform permanent and/or temporary duties as a DSO. IV. FORMS Radio Journal V. REFERENCES OC Animal Care Policy and Procedure 300.29 VI. DEFINITIONS Not applicable. VII. PROCEDURE A. General Tasks DSOs are to perform the following specific tasks that include, but are not limited to: 1. Dispatch service requests to Animal Control Officers (ACO) via a two- way radio using approved and accepted radio codes as described in the Official Radio Code Book published by the County of Orange Sheriff’s Coroner Department Communications.
  2. 2. Number: 300.44 SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 2 Date: 8/17/07 Approved: Ryan Drabek, Director Revised: 6/20/12 2. Respond to and relay communications from those who are assigned to use department issued two-way radios. 3. Respond to and relay radio communications from the County of Orange Sheriff’s Coroner Department Communications Division. (Control 1). 4. Respond to and relay telephone communications received from those calling the Department via the Dispatch Unit service line. B. Specific Tasks 1. Become completely familiar with the Radio Operating Procedures as outlined in the County of Orange Sheriff’s Coroner Department Communications Code Book. 2. Answer both the Dispatch Unit service line and the after-hours emergency line when assigned to radio duties. The emergency line recorder will be turned “on” and is not to be used to screen calls nor is it to be taken off the hook for any reason other than the Dispatcher is taking a phone call. The emergency line is to be personally answered whenever possible. When there are messages on the answering machine, the calling party must receive a return call from the DSO as soon as possible. 3. Incoming calls on the Dispatch Unit service line do not have voice mail service and therefore must be answered to determine the priority of the call before placing on hold. 4. Initiate requests for services via the Activity screen in Chameleon and when necessary, complete Rabies Control Investigation Reports (Animal Bite/Scratch Reports). 5. Research dog licensing information requests via Chameleon, OC Animal Care’s current data base. 6. Maintain a Radio Journal that provides complete information regarding all non-routine calls or incidences regarding the agency or its employees. The Radio Journal shall be maintained in accordance with OC Animal Care Policy and Procedure 300.29. 6. Maintain communication with the Watch Commander and/or Field Sergeants to ensure they are aware of all unusual or serious matters pertaining to that shift. (e.g., mountain lion sightings, safety issues, injuries, severe bites, emergency cruelties, animals on the freeway, officer related incidents requiring supervisory intervention, etc.). 8. Maintain professional communication with members of the public, outside agencies and co-workers at all times.
  3. 3. Number: 300.44 SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 3 Date: 8/17/07 Approved: Ryan Drabek, Director Revised: 6/20/12 9. Provide the highest level of customer service to both external and internal customers whenever possible. C. General Information The DSO’s responsibilities and duties are an integral part of Field Operations. The DSO is responsible for coordinating and directing the majority of communication between office personnel and those assigned duties in the field. The DSO assigned to radio duty is responsible for emergency communication for personnel assigned to field duties. Therefore, it is imperative that those assigned to the radio do not leave the radio room unless relieved from performing duties, when they are directed by supervision or in an emergency that necessitates the radio dispatcher leaving the room. Radio dispatchers are to remain attentive to their responsibilities at all times while performing duties. The radio dispatcher, when not directly engaged in Dispatch duties, will be assigned to perform additional duties as directed by supervision. These additional duties will not and should not detract from Dispatch responsibilities and will be designed so that they may be performed using a minimal amount of space. It is the responsibility of the DSO to obtain additional duties from the Watch Commander which will be available to them that may be performed during the shift. At no time is personal reading, texting, or any recreational activities to be conducted during the performance of DSO duties. DSO’s working in the capacity of call takers are expected to be seated and logged into the phone system at the beginning of their shift. Call takers are not to be logged out of the system or away from their work stations for extended periods of time unless on a break or lunch or with supervisor approval. Call takers are to answer calls in a timely manner and initiate calls in accordance with local and state law and OC Animal Care Policy and Procedures. Callers are to be treated with the highest level of courtesy, tact and professionalism at all times. Call takers are to notify the Watch Commander immediately upon realizing the wait time for callers has reached four (4) minutes or greater. Call takers will be assigned additional duties which are to be handled between phone calls. These duties include but are not limited to:
  4. 4. Number: 300.44 SUBJECT: DUTIES OF THE DISPATCH SERVICES OFFICER Page: 4 Date: 8/17/07 Approved: Ryan Drabek, Director Revised: 6/20/12 • Processing returned mail. • Entering vaccination certificates into Chameleon. • Assembling packets for the Barking Dog Complaint Program and Nuisance Complaint Program. • Assembling statement form packets. NOTE: Internet usage is to be limited to job related searches. Cell phones are not to be used except while on breaks and lunches.

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