The Town of Tonawanda Communications center handles incoming calls for service in a two-step method. The calls are received by complaint dispatchers, who screen the call and either, refer the caller to the appropriate radio operator, or take information for referral to the front desk officer. Incident information is entered into the Computer-Aided Dispatch (CAD) computer, which records all incident information and tracks the status of all officers and units in the field.
Communications center personnel also maintain various files of information in the communications center, including lists of stores owners, alarms and wanted vehicles to name a few.
The Communications Center is staffed by 18 Full Time Public Safety Dispatchers (PSD's) 3 of which are (Lead) Senior Public Safety Dispatchers. The communications center also has 10 Part Time PSD’s that answer calls exclusively.
The communications center can be a busy, noisy, high paced place to work, and dispatchers must often devote total concentration to the radio for long periods. This profession involves an individual's ability to multi-task regularly.