Communications - Telecommunicator I/II/III/IV/V

General Description

Under general supervision, to perform a variety of critical duties to include receiving, prioritizing, and dispatching calls for service in the police and fire communications center.

Supervision Exercised

This position exercises no supervision.

Important and Essential Duties

• Receive, evaluate, prioritize, and dispatch police, fire, and EMS units to emergency and non-emergency calls for service within assigned districts.
• Maintain accurate radio logs, recordings and status control devices.
• Receive and extract information of an emergency nature, including caller information, nature of emergency, location, and phone number.
• Respond to complaints, requests for assistance, and inquiries from the public by referring callers to the appropriate division or department, or by providing accurate information directly.
• Answer telephone requests from the public for information concerning City policies, procedures, and activities in a professional and courteous manner.
• Input and retrieve a variety of public safety information using a computer terminal.
• Perform entry, update, retrieval, and documentation from various files available via the NLETS/TLETS systems.
• Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
• Aid in the training, mentoring, and evaluating new communications personnel, as assigned.
• Operate and monitor office and communications equipment, including computer terminals, printers, radio consoles, and 24-hour communications recording systems.

Knowledge

• English usage, including spelling, vocabulary, grammar, and punctuation.
• Procedures, principles, and policies of police, fire, EMS, and City operations.
• Principles of customer service and public relations, especially in high-stress or emotionally charged situations.

Skills

• Operate a variety of communications equipment including multi-line telephones, printers, and two-way radios.
• Operate office equipment, computers, and software applications efficiently and accurately.
• Type a minimum of 40 words per minute with accuracy.
• Perform accurate computations, data entry, and tabulations in a fast-paced environment.
• Prioritize multiple tasks simultaneously, maintaining attention to detail while handling competing demands.

Ability

• Deliver exceptional customer service to citizens, coworkers, and partner agencies with professionalism and empathy.
• Learn, retain, and apply geographic knowledge of streets, landmarks, and service areas.
• Understand, interpret, and follow oral and written instructions and procedures.
• Maintain confidentiality and safeguard sensitive law enforcement, fire, EMS, and personal information.
• Provide life-saving instructions over the telephone, including CPR and first aid, by following Emergency Medical Dispatch procedures using software or reference guides.
• Interact with City employees and the public tactfully and courteously.
• Work under pressure, exercise good judgment, and make sound decisions in emergency situations, including de-escalation of upset citizens.
• Communicate clearly, concisely, and professionally, both orally and in writing.
• Work varied and extended shifts, including nights, weekends, and holidays, as required by 24-hour operations.
• Monitor and effectively use multiple computer programs, databases, and radio talk groups simultaneously.
• Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
• Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
• Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines

• Telecommunicator I Experience: Previous experience in data entry is preferred.
• Education/Training: A high school diploma or GED is required.
• Licenses/Certificates: The ability to obtain a Telecommunicator Certification through the Texas Commission on Law Enforcement is required.
• Telecommunicator II Experience: An active license or appointment, one (1) year of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Basic Certification is required.
• Telecommunicator III Experience: An active license or appointment, two (2) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Intermediate Certification is required.
• Must be available for console and classroom training as needed for the division, and attend required courses associated with training Telecommunicator IV Experience: An active license or appointment, four (4) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Advanced Certification is required.
• Telecommunicator V Experience: An active license or appointment, eight (8) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, Master Certification is required.

Special Requirements

• Essential duties require the following physical skills and work environment:
• Work schedules may include periods of scheduled and unscheduled overtime to meet minimum staffing requirements.
• Must be a minimum of 18 years of age.
• U.S Citizenship is required.
• No felony or Class A misdemeanor convictions.
• No Class B misdemeanor convictions in the last ten (10) years.
• No pending Class B misdemeanor or higher charges.
• This position involves a high level of stress.
• With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday: ___ Sedentary – lifting of no more than 10 pounds _X_ Light – lifting no more than 20 pounds; carrying up to 10 pounds ___ Medium – lifting no more than 50 pounds; carrying up to 25 pounds ___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds ___ Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes

• Code / Task _M_ Standing _E_ Sitting _M__ Walking _A_ Lifting _A_ Carrying _A_ Pushing/Pulling _A_ Overhead Work _M_ Fine Dexterity _A_ Kneeling _A_ Crouching _A_ Crawling _A_ Bending _A_ Twisting _A_ Climbing _A_ Balancing _E_ Vision _E_ Hearing _E_ Talking ___ Other: _____________________