Communications Specialist

About the role

Performs a variety of dispatch duties on behalf of the City's Public Safety 911 Communications Center; provides for the delivery of emergency and non-emergency services to the public; prepares dispatch records and documentation; operates various types of telecommunications equipment; and performs other related duties as assigned. Applicant must be able to provide excellent customer service to internal and external customers and promote teamwork among all City divisions.

Responsibilities

• Answers and processes incoming 911 and non-emergency calls for assistance from the public.
• Requests and obtains information from callers; determines the need and type of service required.
• Provides confidentiality in all processes and information obtained from various job functions.
• Provides instructions to callers necessary to assist in stabilizing patients and/or securing potential crime scenes.
• Applies professional communication techniques to calm hysterical, irrational, or irate callers.
• Documents and enters call information into the Computer Aided Dispatch (CAD) system.
• Prepares, maintains, and submits various types of dispatch records and documentation.
• Monitors incoming radio traffic; dispatches Police, Fire, EMS, and/or non-emergency response personnel to appropriate call locations.
• Maintains communication with field units; monitors the location and safety of field personnel.
• Research and relay call information to responders; performs driver license, vehicle registration, criminal background, and warrant checks; processes wrecker requests.
• Operates various types of telecommunications equipment, software programs and systems including Texas Law Enforcement Telecommunication System (TLETS), Computer Aid Dispatch System (CAD) and Records Management System (RMS), and Municipal Court Citation Maintenance systems (INCODE).
• Inputs, updates, and verifies the accuracy of information in the National Crime Information Center (NCIC) and Texas Crime Information Center (TCIC) systems; validates and confirms the status of entries.
• Assists in monitoring security cameras and National Weather Service Bulletins; gathers and disseminates related information to appropriate parties.
• Attends training and develops public safety communications knowledge and skills.
• Performs other related duties as assigned or required.

Requirements

• High School Diploma or equivalent
• Valid State issued Driver's License
• Ability to obtain within 6 months of employment:
  • Basic TCOLE Telecommunications Operator
  • NCIC/TCIC Operator
  • Approved CPR Certification
  • Emergency Medical Dispatch Certification
  • Telecommunications Device for the Deaf
  • National Incident Management System (NIMS) 100, 200, 700, and 800 compliant
• Work performed in a public safety communications environment; subject to sitting for extended periods, standing, walking, bending, reaching, and lifting up to 40 pounds; exposure to high levels of stress and emotional/psychological challenges; reasonable accommodations may be made for disabilities.

Qualifications

• Experience is preferred, but not required as this is an entry‑level position.

Skills

• Computer keyboarding, operation of a mouse and telephone handset
• Assisting in providing for the delivery of high‑quality telecommunications services to the public
• Answering, processing, and accurately documenting calls for assistance
• Operating various types of telecommunications equipment