Emergency Communications (Operator/Senior)

City of Goldsboro•Georgetown, TX

1d•Onsite

About The Position

Under close supervision, receives and processes emergency and non-emergency calls for police, fire, EMS, utility, and animal control services. Evaluates call information, provides pre-arrival instructions, and dispatches appropriate resources. Enters, updates, and maintains accurate data in the Computer Aided Dispatch (CAD) system and related databases. Monitors field unit status, relays critical information, and supports response operations. Performs crisis intervention and maintains clear, concise documentation of all activities. A high degree of accuracy is required, and incumbents must remain aware of the consequences of error. Work is observed and reviewed during performance and upon completion. This position requires shift work. Essential duties and responsibilities may include, but are not limited to, the following: Answers emergency and non-emergency calls for police, fire, EMS, utility, and animal control assistance within the City of Georgetown. Processes information from callers, including but not limited to nature, severity, location, and status of incident being reported. Utilizes associated fire and medical programs to classify response during call processing and provide essential pre-arrival instructions. Determines appropriate response and dispatches units accordingly. Assists dispatched units by relaying information regarding calls for service. Maintains communication with field units and relays updated or critical information. Performs crisis intervention with distraught callers during high-risk situations until appropriate emergency field units arrive. Enters, maintains, updates, and researches information within TCIC/NCIC (Texas Criminal Information Center and National Criminal Information Center) and TLETS/NLETS (Texas Law Enforcement Telecommunications System/National Law Enforcement Telecommunication System) databases. Researches and responds to inquiries from other law enforcement agencies and departments. Prepares clear and concise records with comprehensive documentation within CAD (Computer Aided Dispatch) system and TCIC/NCIC programs. Performs computer-assisted and manual records checks for officers on individuals, locations, vehicles, and other property; verifies warrants or reports of stolen property. Maintains, updates, and accesses various logs and computer data files for all officer activities (incident reports, stolen or repossessed property logs, maps, shift logs, etc.). Utilizes various in-house record systems and programs (Flock, UMAX, OpCenter, In-code, Smart911, RapidSOS, RapidDeploy, Phoenix, Motorola Command Center, etc.) in coordination with incident investigation and dispatching. Maintains all licenses and certifications obtained per department and state guidelines. Performs other duties as assigned.

Requirements

High school diploma or equivalent
Valid Class “C” Texas Driver’s License.
TCOLE Basic or Intermediate Telecommunicator License (or obtain within 1 year)
TCIC/NCIC Full Access Operator Certification (required upon licensing)
TLETS/NLETS Certification (required upon licensing)
Priority Dispatch ProQA Emergency Fire Dispatch (EFD) (within 6 months)
Priority Dispatch ProQA Emergency Medical Dispatch (EMD) (within 6 months)
TDD/TTY Certification (within 6 months)
High school diploma or equivalent (Senior Level)
Minimum eight (8) years of public safety telecommunications experience as a radio dispatcher and/or E911 call taker (Senior Level)
TCOLE Master Telecommunicator License (Senior Level)
TCIC/NCIC Full Access Operator Certification (Senior Level)
TLETS/NLETS Certification (Senior Level)
Priority Dispatch ProQA Emergency Fire Dispatch (EFD) (within 6 months) (Senior Level)
Priority Dispatch ProQA Emergency Medical Dispatch (EMD) (within 6 months) (Senior Level)
TDD/TTY Certification as required by state licensure (Senior Level)
Knowledge of emergency dispatch and call-taking procedures
Skill in multitasking and prioritizing in high-stress environments
Ability to perform crisis intervention and communicate effectively with distressed individuals
Ability to operate multiple computers and communication systems simultaneously
Ability to maintain accuracy and attention to detail under pressure
Extended periods of sedentary work at a multi-screen workstation are common.
The work environment includes constant exposure to radio transmissions, telephone communications, and multiple simultaneous audio sources.
The position requires the ability to remain alert and make sound decisions during extended shifts and high-stress situations.
Submit the completed Professional Standards Division (PSD) - issued background packet within 30 days.
Complete a pre-screen and on-site interview.
Pass the CritiCall assessment within 30 days of receiving the email request.
Successfully pass a full background investigation.
Pass the oral board interview.
Pass the Chief’s interview.
Successfully complete all post-offer requirements, including a drug screen, psychological evaluation, physical exam, and fingerprint-based background check.
Complete any additional testing required by the State and TCOLE for telecommunicator certification.
Proof of education, certification(s) and experience as listed on the employment application based on the job posting requirements.
Satisfactory results from a pre-employment drug screening, criminal history background and driving record check.
Legal authorization to work in the United States without sponsorship.

Nice To Haves

Two (2) years of experience in public safety telecommunications as a radio dispatcher and/or E911 call taker.
Communications Training Officer (CTO) Certification issued by a nationally recognized professional standards organization such as the Association of Public Safety Communications Officials – International.

Responsibilities

Answers emergency and non-emergency calls for police, fire, EMS, utility, and animal control assistance within the City of Georgetown.
Processes information from callers, including but not limited to nature, severity, location, and status of incident being reported.
Utilizes associated fire and medical programs to classify response during call processing and provide essential pre-arrival instructions.
Determines appropriate response and dispatches units accordingly.
Assists dispatched units by relaying information regarding calls for service.
Maintains communication with field units and relays updated or critical information.
Performs crisis intervention with distraught callers during high-risk situations until appropriate emergency field units arrive.
Enters, maintains, updates, and researches information within TCIC/NCIC and TLETS/NLETS databases.
Researches and responds to inquiries from other law enforcement agencies and departments.
Prepares clear and concise records with comprehensive documentation within CAD system and TCIC/NCIC programs.
Performs computer-assisted and manual records checks for officers on individuals, locations, vehicles, and other property; verifies warrants or reports of stolen property.
Maintains, updates, and accesses various logs and computer data files for all officer activities (incident reports, stolen or repossessed property logs, maps, shift logs, etc.).
Utilizes various in-house record systems and programs (Flock, UMAX, OpCenter, In-code, Smart911, RapidSOS, RapidDeploy, Phoenix, Motorola Command Center, etc.) in coordination with incident investigation and dispatching.
Maintains all licenses and certifications obtained per department and state guidelines.
Performs other duties as assigned.
Trains new personnel on job responsibilities of Emergency Communications Operator (Operator Level).
May be required to act in a lead capacity during the absence of an Emergency Communications Operator Senior and/or Supervisor (Operator Level).
Participate in Division/Department public relations activities (Operator Level).
Trains and mentors new and existing personnel (Senior Level).
Lead ongoing training classes for existing personnel (Senior Level).
Participates in the development and maintenance of training materials, SOPs, and manuals (Senior Level).
Serves in a lead or acting supervisory capacity as assigned (Senior Level).