Emergency Dispatcher

City of New Braunfels • New Braunfels, TX

8d

About The Position

Under general supervision, the Emergency Dispatcher 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 help ensure the safety of public safety personnel and the public.

The role answers and interviews callers, gathers details, prioritizes calls, determines appropriate responders, dispatches units, and communicates pertinent information. It also provides information and assistance to the public within the scope of authority; monitors patrol-unit locations and message traffic; conducts criminal history and related database inquiries; enters and maintains incident, records, and system data; and coordinates information and resources with other agencies and jurisdictions. The position requires absolute confidentiality of records and information.

The job is performed in a fast-paced, high-volume call center. It may require work immediately before, during, or after an emergency or disaster. This is a safety- and/or security-sensitive position, and a pre-employment polygraph examination is required.

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 Texas Commission on Law Enforcement (TCOLE) Basic Telecommunicators License, Emergency Medical Dispatch certificates, and TLETS/NCIC systems certifications within one year of hire.
• Ability to learn and follow City 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 and records management; legal-system 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 under pressure and in emergency or stressful situations; obtaining accurate information from hostile or emotional callers; communicating clearly and concisely; recalling names, numbers, and locations; reading maps quickly and accurately; operating a computer and specialized software and entering information accurately; and public relations and customer service.
• Ability to sit, stand, bend, and reach for extended periods, and safely pull, push, lift, and carry items weighing up to 40 pounds.
• Submit to a pre-employment polygraph examination as part of the screening process.

Nice To Haves

• Experience with Spillman CAD/RMS.
• Some college education.
• Prior public safety dispatcher experience or equivalent; this may determine placement within the assigned pay grade above the minimum starting pay.
• Emergency Dispatcher II qualification: 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 the ability to obtain a TCOLE Basic License within one year of employment.
• Emergency Dispatcher III qualification: 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.

Responsibilities

• Answer emergency and non-emergency calls, interview callers, gather details, prioritize service requests, determine appropriate responders, and dispatch public safety units.
• Relay pertinent information to law enforcement and emergency services personnel clearly and accurately, and notify City personnel of critical incidents as required.
• Provide information, instructions, and assistance to the public within the scope of authority.
• Track agencies, resources, personnel, incidents, and trends across law enforcement and emergency services; maintain awareness of NBPD patrol-unit locations and monitor and relay message traffic.
• Conduct 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.
• Process and maintain accurate data, records, reports, forms, files, and system databases; query databases and compile statistical information for reports.
• Communicate and coordinate with other law enforcement, jurisdictional, and emergency services agencies to obtain or relay information and resources.
• 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 date of hire, with up to 120 hours annually in the first year.
• Longevity pay after one full year of employment.
• 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