Emergency Dispatcher

City of New Braunfels, TX • New Braunfels, TX

11d • $26 - $31 • Onsite

About The Position

Under general supervision, responds to emergency and non-emergency calls for law enforcement, fire, and emergency medical services; identifies and dispatches appropriate public safety units; and gathers and relays critical information. The position provides dispatch services for multiple City departments and follows New Braunfels Police Department policies and procedures to support the safety of public safety personnel and the public. Prior public safety dispatcher experience or an equivalent may determine placement within the assigned pay grade above the minimum starting pay.

The role operates in a fast-paced, high-volume call center environment and is designated safety and/or security sensitive. The employee must maintain absolute confidentiality of all records and information and submit to a pre-employment polygraph examination. The employee may be required to work immediately before, during, or after an emergency or disaster.

Requirements

• High school diploma or GED and one year of customer service experience, preferably in a high-volume call center, or an equivalent combination of education and experience.
• Pass a typing test at a minimum of 22 words per minute.
• Read, speak, and write English fluently.
• Maintain at least 40 hours of training biannually.
• Obtain or be able to obtain a TCOLE Basic Telecommunicators License, Emergency Medical Dispatch certificates, and TLETS/NCIC systems credentials within one year of hire.
• Ability to learn and follow City policies and procedures and Police Department policies and procedures.
• Knowledge of personal computers and related law enforcement communications equipment; local and regional geography, road systems, landmarks, and buildings; record keeping, case files, and records management; legal and law enforcement terminology; applicable state and federal rules, codes, and regulations; and modern public safety principles, procedures, and operations.
• Skill in handling multiple tasks simultaneously under pressure and in emergency or stressful situations; obtaining accurate information from hostile or emotional callers; communicating clearly and concisely; accurately relaying details; recalling names, numbers, and locations; reading maps quickly and accurately; operating a personal computer and specialized software; entering information quickly and accurately; and providing public relations and customer service.
• Ability to safely pull, push, lift, and carry items weighing up to 40 pounds.
• Emergency Dispatcher II: Four years of public safety dispatcher service and a TCOLE Advanced Telecommunicator License; or five years of service and a TCOLE Intermediate Telecommunicator License; or six years of recognized public safety dispatching experience and ability to obtain a TCOLE Basic License within one year of employment.
• Emergency Dispatcher III: Eight years of public safety dispatcher service and a TCOLE Master Telecommunicator License; or 10 years of service and a TCOLE Advanced Telecommunicator License; or 12 years of recognized public safety dispatching experience and a TCOLE Intermediate Telecommunicator License.
• Submit to a pre-employment polygraph examination.

Nice To Haves

• Experience with Spillman CAD/RMS.
• Some college education.
• Prior public safety dispatcher experience or equivalent; this may affect placement within the assigned pay grade above minimum starting pay.

Responsibilities

• Answer emergency and non-emergency calls, interview callers, gather details, prioritize service calls, determine appropriate responders, and dispatch them.
• Relay pertinent information to law enforcement and emergency services personnel clearly and concisely, and notify City personnel about critical incidents as required.
• Provide information, instructions, and assistance to the public within the scope of authority.
• Track law enforcement and emergency services agencies, resources, personnel, incidents, and trends; maintain awareness of NBPD patrol unit locations; monitor message traffic; and provide officers with call information as needed.
• Perform inquiries and criminal history checks for officers through NCIC and TLETS.
• Enter emergency calls into CAD incident logs and input law enforcement and criminal justice information into TLETS and NCIC as directed.
• Enter and process data for records, reports, forms, and files; maintain and update records, files, and databases; query databases; collect statistics; and compile reports.
• Contact and communicate with law enforcement, other agencies, jurisdictions, and emergency services agencies to obtain or share information and resources.
• Receive and send information to and from other agencies and jurisdictions.
• Maintain the absolute confidentiality of all records and information.
• Perform other duties as assigned or required.

Benefits

• Competitive medical, dental, and vision insurance.
• 2:1 match on retirement contribution.
• 16 hours of paid volunteer time off per year.
• Vacation accrual begins at hire, with up to 120 hours annually in the first year.
• Longevity pay after one full year.
• Tuition reimbursement program.
• Bilingual pay.
• Professional and personal development training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED