Lead Communications Operator

About the role

This is a non-sworn, promoted position. Under direction, the Communications Supervisor leads, oversees, and participates in complex work involving emergency and non-emergency call intake, evaluation, prioritization, dispatch, and coordination of field units. The role also includes specialized clerical and technical duties related to law enforcement records, telecommunications equipment operation, and divisional administration.

Responsibilities

• Lead, plan, train, supervise, and review the work of dispatch staff; participate in the most complex divisional tasks and make operational decisions in coordination with command staff.
• Maintain a positive work environment and conduct annual and periodic performance evaluations and coaching sessions.
• Perform weekly Quality Assessments of calls for each shift; ensure standardization of procedures and uniform supervision; document unsatisfactory performance and recommend discipline as needed.
• Train assigned employees in emergency dispatch methods, procedures, and techniques; assist in scheduling dispatch staff to ensure adequate shift coverage.
• Act as a mediator in resolving employee conflicts and serve as a professional liaison between agency divisions and external agencies.
• Provide administrative support related to the communications center; work with supervisors to resolve dispatch issues and perform special projects as assigned.
• Receive, classify, and prioritize all incoming calls including 9-1-1, emergency, and non-emergency requests; operate 9-1-1 equipment, CAD, and multi-channel radio systems.
• Evaluate required response, determine nature and location of calls, and dispatch personnel in accordance with policies and procedures; transfer calls and dispatch support services as necessary.
• Maintain contact with field units, monitor radio frequencies, and relay emergency and non-emergency information to responders.
• Ensure after-hour warrants, mental health services, and protection orders are documented, entered, and distributed for service.
• Retrieve and relay information from local, state, and national databases (NCIC/TCIC) regarding wanted persons, stolen property, vehicle registration, driver’s records, protection orders, and criminal histories.
• Enter, modify, and retrieve data in CAD, LERMS, CJIS, and NCIC/TCIC; compose and transmit messages to other agencies.
• Assist with monthly state record validations; prepare recordings of radio and telephone transmissions for evidence and training; testify in court when needed.
• Maintain clear and concise communication with callers and deputies under stressful conditions; use techniques to calm callers and obtain necessary information.
• Maintain and update hazardous location information in CAD to ensure premise history accuracy and provide situational awareness to responding units.
• Read, comprehend, and enforce TLETS Operating Manual, TCIC Texas User Specification Pages, NCIC Operating Manual, and CJIS Security Policy.
• Test and inspect equipment as required; keep supervisors apprised of emergency and unusual situations.
• Provide or coordinate staff training and work with peers to correct deficiencies as directed.
• Maintain confidentiality of sensitive materials, records, and conversations.

Requirements

• High school diploma or GED required.
• Intermediate Telecommunicator License required.
• Minimum of three (3) years of relevant experience, or an equivalent combination of education and experience, with at least two (2) consecutive years in law enforcement communications.

Knowledge, Skills, and Abilities

• Ability to maintain composure during high-stress situations.
• Ability to efficiently multi-task within strict time constraints.
• Ability to operate multiple software programs simultaneously across multiple screens.
• Ability to operate standard office equipment and two-way radios.
• Ability to read, write, and speak clearly and precisely.
• Ability to interact positively with others to resolve conflicts.

Certifications and Licenses

• Intermediate Telecommunicator License
• TCIC/NCIC Full Access Certification
• National Incident Management System (NIMS) Certificates (IS100, IS200, IS700)

Physical and Environmental Requirements

• Read, write, speak clearly, and hear; specific visual abilities include close vision for computer use and focus adjustment.
• May sit for periods exceeding eight (8) hours without scheduled breaks; uses hands, fingers, and arms for reaching and bending.
• Tasks may be performed under conditions contributing to emotional stress; extensive use of headset equipment required.
• Pre-employment screening includes psychological exam and audiometric test at frequencies: 300Hz, 500Hz, 1000Hz, 2000Hz, 3000Hz, 4000Hz, 6000Hz, 8000Hz.
• Work environment is a general office setting with occasional off-site training; noise level varies with radio and phone traffic.