Communications Officer (911 Dispatcher)

About the Role

The Public Safety Communications Officer performs specialized radio and communications work, operating radio, telephone, and related communications equipment and software to receive and relay critical information to responders. This role prioritizes and assigns appropriate responses for emergency and non-emergency incidents, maintains logs and records, and provides support to police officers, firefighters, paramedics, the public, and other agencies.

Reports to: Communications Shift Supervisor. This is a non-supervisory role that works closely with all protective service personnel to coordinate effective emergency responses.

Responsibilities

• Answers incoming 9-1-1, TTY emergency, and non-emergency calls.
• Prioritizes calls and determines proper routing using established guidelines and operating procedures.
• Makes outgoing calls as necessary or requested.
• Directs callers to appropriate departments and/or agencies.
• Maintains accurate records in Computer Aided Dispatch, Records Management, and Mobile Software following local standard operating guidelines.
• Evaluates information to determine appropriate response, including jurisdiction, resources, and personnel.
• Provides pre-arrival instructions to emergency callers using established protocols until appropriate units arrive on scene.
• Monitors multiple radio talkgroups, ensures interoperable radio communications, responds to, and documents all radio traffic.
• Maintains officer safety by ensuring adequate backup and attaining continuous status checks according to standard operating procedures.
• Monitors information related to emergency management and uses various software to increase citizen and responder awareness.
• Maintains credentials and successfully accesses national and state databases in accordance with local, state, and federal policies and guidelines (e.g., inquiry, clear, cancel, modify, request, confirmation, and validation).
• Provides information services to the general public.
• Maintains familiarity with major streets, public buildings, industrial plants, and the general geographic layout of area jurisdictions and map identification.
• Performs other related duties as assigned or required.

Physical and Environmental Conditions

• Lifts and carries up to 20 pounds; pulls, pushes, or drags up to 50 pounds of materials and supplies.
• Stands or sits for extended periods, including up to four hours minimum.
• Wears a headset to communicate over the phone.
• Works various hours and days, including required overtime or shift work.
• Requires 20/20 vision with or without corrective lenses.
• Must perceive a forced whispered voice at five feet or greater, with or without a hearing aid.
• Performed mainly indoors in a climate-controlled environment.

Requirements

• High school diploma or GED equivalent.
• Valid Texas driver’s license.
• Meets proficiency requirements from the Texas Commission on Law Enforcement Officers Standards and Education (TCOLE) as mandated by the State of Texas. Intermediate Telecommunications certification from TCOLE is preferred.
• Must obtain Telecommunicator Certification from TCOLE within one year of employment; failure to do so will result in termination.

Skills and Abilities

• Ability to learn methods, practices, equipment, and materials used for emergency communications.
• Speaks clearly and distinctly.
• Exercises good judgment and reacts calmly and quickly in high-pressure situations.
• Prepares concise and accurate reports.
• Communicates effectively, both verbally and in writing.
• Working knowledge of computers and above-average typing skills.
• Coordinates and handles multiple tasks simultaneously.
• Performs effectively in a highly stressful environment.
• Attends required out-of-town and/or overnight training courses as necessary.
• Forms and maintains effective working relationships with employees, other city departments, and the general public.

Additional Information

This is a safety-sensitive position. Selected candidates will undergo a post-offer, pre-employment background check, including criminal background, driving record, drug testing, and physical examination. Individuals in this role will be subject to random drug testing on a regular basis.