Emergency Communications Officer - 911 Dispatcher

Responsibilities

• Answer emergency and non-emergency calls, gather necessary details, verify caller location and phone number, and ensure all calls are routed appropriately.
• Dispatch police, fire, and EMS units following established procedures.
• Maintain consistent radio communication with field units, providing updates and monitoring their status throughout the incident.
• Track and document all unit activity in the CAD system.
• Handle TDD/TTY/RTT calls for the hearing-impaired community, ensuring accurate and efficient communication.
• Operate the multi-line phone system, CAD, mapping systems, and other necessary equipment.
• Perform daily checks of all systems and report any malfunctions or issues to the supervisor immediately.
• Accurately enter call information, dispatch details, and responder activity into the CAD system.
• Keep detailed logs of all radio traffic and updates throughout each shift.
• Complete and submit required forms and reports.
• Aid other departments or agencies as needed and handle additional administrative duties as assigned.
• Maintain effective communication with supervisors, co-workers, and outside agencies.
• Provide excellent customer service to the public in all interactions, maintaining a professional demeanor even in high-pressure situations.

Qualifications

• One (1) year or more of full-time experience in customer service, administrative, clerical, IT, public safety, or related field.
• Ability to operate a computer and navigate various computer programs and/or systems.
• Ability to successfully pass keyboarding and job simulation test.
• Must successfully obtain APCO Public Safety Telecommunicator 1 (PST 1), APCO Emergency Medical Dispatch (EMD), and American Heart Association BLS CPR certification before completion of training.
• Valid driver's license and ability to obtain/maintain City of Hoover Driver's Permit.
• To pass a thorough background check process and pre-employment screening.

Preferred Qualifications

• Experience as a dispatcher, telecommunicator, or similar role with a public safety or emergency medical agency.
• Associate’s degree or higher in Emergency Management, Criminal Justice, Public Administration, Business Administration or related field.
• Experience reading, writing, and conversing in Spanish.