APD E911 Communications Dispatcher II

City of Atlanta•Atlanta, GA

11h

About The Position

Performs radio communication dispatch and telecommunication duties for the Atlanta Police and Aviation Department. The role communicates with city and county units and personnel, maintains field-unit status to support personnel safety, answers multiple telephone lines, dispatches emergency calls, provides information and assistance, and maintains records, files, and logs. The dispatcher handles fast-paced and stressful situations and provides communications support to airport responders and Atlanta Fire Rescue units. The position works under direct supervision and follows standard procedures and written instructions. The role operates communications and related technology in the AOC facility, including radio, telephone, email, alarm, CCTV, access-control, duress-alarm, and Computer Aided Dispatch systems. It requires exercising judgment when dispatching calls and responding to changing incident conditions. Applicants must be willing to work various shifts, including nights, weekends, and holidays. The stated salary is $23.51 per hour, and the position is open until 11/16/2026.

Requirements

High school diploma or GED.
One to three years of experience in customer service or communications dispatching work.
Willingness to perform shift work.
Successfully pass a communications dispatcher performance test measuring the ability to receive, retain, and process emergency information.
Pass a background investigation.
Meet Police Officer Standards and Training requirements for a Communications Officer within six months of appointment.
Maintain the required certification in the classification.
Successfully complete a dispatching course and on-the-job training.
Knowledge of dispatching and communication systems and local law-enforcement practices, policies, and procedures.
Knowledge of techniques and procedures for operating emergency communications equipment.
Knowledge of customer-service standards and best practices, and terminology, principles, and methods used within the department.
Strong listening and verbal and written communication skills.
Proficiency operating computers and a variety of applications and software.
Skill in empathetic listening.
Ability to speak with a clear, well-modulated voice and to speak English rapidly, clearly, and concisely.
Ability to remain calm under pressure and stressful working conditions, including heavy workloads and emergency calls.
Ability to dispatch and handle emergency calls continuously under time constraints.
Ability to communicate and interpret communications while accurately entering data into a computer system.
Flexibility to work various shifts, nights, weekends, and holidays.
Meet the physical demands of sedentary work, including occasionally exerting up to 10 pounds of force and frequently or constantly exerting negligible force.

Nice To Haves

Georgia Crime Information Center (GCIC) certification and certification by the Georgia Peace Officer Standards and Training Council as a Communications Officer (P.O.S.T.); applicants must obtain both certifications within six months after appointment.
One year of call-center experience in a fast-paced work environment.
Bilingual English/Spanish capabilities.

Responsibilities

Answer multiple telephone lines, handle 911 calls within the Department of Aviation jurisdiction or transfer them to the appropriate agency, handle other calls appropriately, and update call lists.
Maintain field-unit status to support the safety of personnel working accidents, hazardous incidents, traffic control, pursuits, calls in progress, and other incidents.
Communicate effectively over radio channels, initiate and respond to calls, issue case numbers, and notify others when services are requested or required.
Dispatch emergency calls and provide communications support to Atlanta Fire Rescue units during emergency and non-emergency activities.
Provide the public with directions, referrals, responses to complaints and concerns, and other requested information about the community or situation.
Contact utility companies to address problems such as gas detection and power failures.
Exercise judgment and initiative when dispatching emergency calls and handling other requests.
Operate related technology and respond to radio, telephone, email, alarm, CCTV, and other data transmitted into the AOC facility.
Provide quality customer service in interactions with the public and AOC-supported operations.
Monitor video surveillance systems and relay observations to responders upon request.
Monitor access-control systems and duress alarms, and coordinate security and law-enforcement responses.
Use the Computer Aided Dispatch (CAD) system to track, record, and prioritize incidents and responses.
Act decisively when incident conditions change or airport staff or facilities are endangered.
Coordinate communications with airport responders during airport incidents.
Staff and support activation of the EOC as directed.
Give detailed and comprehensive briefings to relief Telecommunicators before leaving workstations.
Use independent judgment and discretion in handling emergencies, determining procedures, maintaining standards, and resolving problems.
May oversee temporary or contract workers as needed.
May perform other duties as assigned.