Communications Operator

About the role

This is a non-sworn position that receives and processes 9-1-1 emergency and non-emergency calls through various methods. The incumbent must receive, evaluate, dispatch and process requests for service in a courteous, accurate and efficient manner, sometimes without supervision, especially in emergency situations. Responsible for dispatching multiple departments associated with Lubbock County, seven (7) surrounding jurisdictions and eleven (11) volunteer fire departments. Must be able to simultaneously operate multiple software systems and radio channels, and query and enter information from the Texas Crime Information Center (TCIC) and National Crime Information Center (NCIC). Ability to work various day and night time shifts, including weekends, holidays, and mandatory overtime.

Responsibilities

• Receive emergency service calls from the public requesting police, fire or other emergency service.
• Respond to radio transmissions, voice instructions and phone conversations simultaneously.
• Learn and utilize new technology systems involving radio, phones, records management, Computer Aided Dispatch (CAD) and state terminal (TCIC/NCIC).
• Receive and dispatch calls and messages for units; maintain contact with all units on assignment, maintain accurate status and location of units, maintain daily computerized log of all field calls and units dispatched.
• Answer non-emergency calls for assistance; answer routine questions over the phone regarding directions, minor civil issues, policies and procedures; direct calls to Lubbock Sheriff's Office staff, other departments or other agencies as appropriate.
• Communicate, evaluate and provide information to both the caller and deputies in a clear and concise manner while under stressful conditions and strict time constraints; utilize various communication techniques to calm callers on the phone to obtain necessary information.
• Enter all relevant radio transmissions in emergency situations directly into the CAD.
• Ability to handwrite information quickly and accurately when the CAD computer is inoperative.
• Determine the number of units, and which units, to dispatch by considering such factors as time of day, description and location of calls, units available, and probable degree of hazard to the responding units.
• Simultaneously monitor up to six (6) computer screens and immediately access each.
• Maintain and update all hazardous locations in CAD system; keep abreast of premise history for responding units.
• Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other emergency agencies.
• Monitor and utilize numerous radio frequencies to include volunteer fire departments.
• Provide accurate and understandable directions to citizens, deputies and other agencies through knowledge of Lubbock County map.
• Enter, update, clear and retrieve information from TCIC/NCIC relating to wanted persons, driver license, criminal history, stolen property, vehicle registration, stolen vehicles, missing persons and other related information.
• Receive, respond to and document request from TCIC/NCIC inclusive of verifying warrants, stolen vehicles, orders of protection, stolen articles, quality control