Emergency Communications Specialist
About The Position
The Emergency Communications Specialist (ECS) receives and processes requests for police, fire, and EMS services. The role demonstrates a leadership presence that promotes the NTECC mission, vision, and strategic plans. The position 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, communicates information to public safety personnel, and coordinates with agencies, citizens, and businesses. The role uses computer-aided dispatch and local, state, and national databases to track incidents and resources, provide information, process records and requests, and support accurate notifications. It may also involve providing emergency care instructions through text, phone, video imagery, or live-stream services and viewing and processing emergency-related imagery and video. Work takes place in an office-based call center and dispatch environment. The position requires working an assigned schedule in a 24/7 operation, including any shift, weekends, holidays, and inclement weather. Employees must maintain confidentiality, professionalism, accurate records, and public trust while responding to stressful, fast-paced, high-volume situations.
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.
- 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.
- Successfully complete required certifications within one year and complete continuing education training for current licenses.
- Ability to collaborate with a diverse team and work within NTECC policies, guidelines, and culture.
- Ability to handle multiple demands, prioritize work, respond to difficult situations under stress, and remain professional and effective in high-stress situations.
- Knowledge of NTECC policies and procedures for dispatching public safety personnel.
- Knowledge of geography in the NTECC service area, including streets, highways, boundaries, thoroughfares, landmarks, businesses, and police and fire stations and districts.
- Ability to operate standard and specialized public safety hardware and software and enter information quickly and accurately.
- Knowledge of state and federal laws, regulations, and statutes governing emergency services dispatch.
- Meet the physical demands and working conditions of the position, with or without reasonable accommodation.
Nice To Haves
- Lateral pay is available for licensed 9-1-1 Telecommunicators/Dispatchers.
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.
- Coordinate with other agencies, citizens, and businesses to gather information, make referrals, and dispatch assistance, including mutual aid requests.
- 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 changes, and notify key supervisory and management personnel about critical incidents.
- Conduct computer searches through local, state, and national databases; interpret and provide information to requesting officers; and confirm stolen property, wanted persons, and missing persons.
- Enter data into TCIC/NCIC as requested, send and receive teletypes, complete regional warrant confirmations, and process paperwork for accurate and timely notifications.
- Assist co-workers with guidance and training as needed.
- Demonstrate courteous and cooperative behavior when interacting with citizens, visitors, and NTECC staff.
- Maintain confidential and sensitive information discreetly and professionally.
- Follow NTECC rules and regulations and preserve accountability and public trust.
- Maintain punctual and regular attendance, work the assigned schedule, 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.
- 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
