Experienced Emergency Communications Specialist
About The Position
The Emergency Communications Specialist (ECS) receives and processes requests for police, fire, and EMS services. The role demonstrates leadership in support of the NTECC mission, vision, and strategic plans, works independently under the general supervision of the Operations Supervisor, and collaborates with NTECC personnel and customers. The ECS answers emergency and non-emergency calls, prioritizes and dispatches responders and resources, relays information by radio, and uses computer-aided dispatch and other databases to track incidents, conduct searches, and complete required notifications and paperwork. The position also provides emergency care instructions through text, phone, video imagery, and live-stream services, including Emergency Medical and Emergency Fire Dispatch protocols. This is a full-time role in a 24/7 call-center and dispatch environment. Employees must be able to work any shift, including weekends, holidays, and during inclement weather. The position is based at the Main Office in Carrollton, Texas, and involves working in a fast-paced, high-volume environment while maintaining confidentiality, professionalism, accuracy, and public trust.
Requirements
- High school diploma or GED equivalent.
- One year of related experience in a customer service environment.
- Must be at least 18 years of age.
- Must pass applicable pre-employment screenings, including a drug screen and background investigation.
- Must communicate clearly and concisely and relay details accurately, verbally and in writing.
- Must read, write, and speak English.
- A valid Texas Driver’s License may be required, or the ability to obtain one within 90 days of employment.
- Must pass an FBI criminal background fingerprint check and comply with state and federal criminal justice information security requirements.
- Must successfully complete required certifications within one year and complete continuing education for current licenses. Required certifications include TCOLE Public Safety Telecommunicator License, NCIC/TCIC full access, CPR, IAED Emergency Medical Dispatch, and IAED Emergency Fire Dispatch.
- Must be able to collaborate with a diverse team and work within NTECC policies, guidelines, and culture.
- Must be able to manage multiple demands, prioritize work, respond to difficult situations under time or situational stress, and remain professional and effective in high-stress situations.
- Knowledge of NTECC public safety dispatch policies and procedures; geography within the NTECC service area; standard and specialized public safety hardware and software; and state and federal laws, regulations, and statutes governing emergency services dispatch.
- Must be able to work a 24/7 schedule, including any shift, weekends, holidays, and inclement weather.
Nice To Haves
- A current license as a 9-1-1 Telecommunicator or Dispatcher; lateral pay is available for licensed telecommunicators/dispatchers.
- Additional licenses and certifications may be required depending on NTECC needs.
Responsibilities
- Answer emergency and non-emergency requests for police, fire, and emergency medical assistance for member agencies.
- Prioritize and dispatch emergency responders and appropriate resources, including mutual aid when needed.
- Coordinate with agencies, citizens, and businesses to gather information, make referrals, and dispatch assistance.
- Relay pertinent information to public safety personnel by radio in a concise, organized, and understandable manner; monitor radio traffic and provide immediate information and assistance.
- Use the CAD system to maintain status and awareness of public safety personnel, resources, and incidents; document updates and notify supervisory and management personnel about critical incidents.
- Search local, state, and national databases; interpret and provide information to officers; confirm stolen property, wanted persons, and missing persons; and enter data into TCIC/NCIC as requested.
- Send and receive teletypes, complete regional warrant confirmations, and process paperwork to ensure accurate and timely notifications to confirming agencies and member cities.
- Provide guidance and training to co-workers as needed and support a courteous, cooperative relationship between NTECC and the public.
- Maintain confidential and sensitive information discreetly and professionally, and follow rules and regulations to preserve accountability and public trust.
- Work the assigned schedule, maintain punctual and regular attendance, and comply with timekeeping policies and procedures.
- Provide and relay emergency care instructions and guidance through text, phone, video imagery, and live-stream services; view and process emergency-related imagery and video.
- Provide Emergency Medical and Emergency Fire Dispatch protocols and instructions to callers.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
