Lead Communications Operator

Lubbock County • Lubbock, TX

1d • Onsite

About The Position

This is a non-sworn, promoted position. Under direction, leads, oversees, and participates in the more complex and difficult work of staff responsible for performing a variety of duties involved in receiving, evaluating, prioritizing, and relaying information for emergency and non-emergency calls for service; inputs calls into CAD (computer aided dispatch); dispatches appropriate units and coordinates response of emergency personnel; operates a variety of telecommunications equipment including radio, telephone, and dispatching systems; performs a wide variety of specialized clerical duties involved in the preparation, maintenance, and release of materials related to law enforcement activities; and performs a variety of technical and administrative tasks relative to assigned areas of responsibility.

Requirements

• High school diploma or GED required.
• Intermediate Telecommunicator License required.
• Minimum of three (3) years of relevant experience, or an equivalent combination of education and experience, with at least two (2) consecutive years in law enforcement communications.
• Ability to maintain composure during a high-stress situation.
• Ability to efficiently multi-task in a constrictive time frame.
• Ability to operate multiple computer software programs on multiple screens, simultaneously.
• Ability to operate standard office equipment and two-way radios.
• Ability to read, write, and speak clearly and precisely.
• Ability to interact with others positively to resolve conflicts.
• Intermediate Telecommunicator License
• TCIC/NCIC Full Access Certification
• National Incident Management System (NIMS) Certificates (IS100, IS200, IS700)
• Ability to read, write, speak clearly, and hear.
• Specific visual abilities are required, including close vision for computer use and the ability to adjust focus when necessary.
• The employee uses hands, fingers, and arms by reaching, and bends freely.
• Extensive use of headset equipment is required.
• Pre-employment screening tests to include a psychological exam and audiometric test in both ears.
• Audiometric testing shall assess hearing thresholds in each ear at each of the following frequencies: 300Hz, 500Hz, 1000Hz, 2000Hz, 3000Hz, 4000Hz, 6000Hz, 8000Hz.

Nice To Haves

• Ability to communicate, evaluate, and provide information to both the caller and deputies clearly and concisely while under stressful conditions and strict time constraints; utilize various communication techniques to calm callers on the phone to obtain the necessary information.
• Ability to maintain confidentiality of sensitive materials, records, and conversations.

Responsibilities

• Lead, plan, train, supervise, and review the work of staff responsible for performing duties related to the operation of the dispatch center.
• Participate in performing the work of the division and perform the most complex work of the division, including addressing technical issues and making operational decisions in coordination with supervisory and command staff.
• Maintain good order and a pleasant work environment.
• Conduct annual and periodic performance evaluations and coaching sessions for underperforming operators.
• Perform weekly Quality Assessments of calls for shift.
• Ensure standardization of procedures, uniformity, and supervision of operators on shift; document unsatisfactory performance and recommend discipline as needed.
• Train assigned employees in their areas of work, including emergency dispatch methods, procedures, and techniques.
• Assist in coordinating the scheduling of dispatch center staff; ensure the shift is sufficiently covered.
• Act as a mediator in resolving employee conflicts.
• Serve as a professional liaison between agency divisions and other agencies.
• Promote departmental activities and public relations.
• Provide a variety of staff and administrative assistance related to the communications center; work with supervisors to resolve issues related to dispatch; perform special projects as assigned, including researching training opportunities.
• Perform the full range of Operator duties; receive, classify, and prioritize all incoming calls to the communications center including 9-1-1 calls, emergency, and non-emergency calls received from citizens and surrounding jurisdictions requesting service or information; operate a variety of public safety communications equipment including 9-1-1 emergency telephone equipment, dispatch system, and multi-channel radio system.
• Evaluate response necessary as dictated by a given request for service; determine nature, location, and priority of calls; operate CAD system to create calls for service within response criteria guidelines; assign and dispatch personnel in accordance with policies and procedures; transfer calls to other appropriate agencies in accordance with established procedures; obtain and dispatch other support services as necessary.
• Maintain contact with all units on assignment; maintain status and location of field units; monitor multiple radio frequencies; relay emergency and non-emergency information to first responders.
• Ensure all after-hour warrants, mental health services, and protection orders are documented, entered, and distributed accordingly for service.
• Retrieve information from local, state, and national computer networks (NCIC/TCIC) regarding wanted persons, stolen property, vehicle registration, stolen vehicles, driver’s records, protection orders, criminal histories, and other related information; relay information to officers in the field.
• Operate computer terminals to enter, modify, and retrieve data such as stolen and recovered property, stolen vehicles, missing and unidentified persons, driver's license and vehicle registration information, and warrants on wanted persons; compose and transmit messages to other agencies.
• Enter and remove data and information from various local, statewide, and national law enforcement computer systems including CAD, LERMS, CJIS, and NCIC/TCIC.
• Assist supervisor with monthly state record validations.
• Prepare recordings of radio and telephone transmissions for evidence use and for training purposes.
• Testify in court in the absence of the supervisor.
• Communicate, evaluate, and provide information to both the caller and deputies clearly and concisely while under stressful conditions and strict time constraints; utilize various communication techniques to calm callers on the phone to obtain the necessary information.
• Maintain and update hazardous location information within the CAD system, ensuring premise history is accurate and current to provide responding units with critical situational awareness.
• Read, comprehend, follow, and enforce TLETS Operating Manual, TCIC Texas User Specification Pages, NCIC Operating Manual, and Criminal Justice Information Services (CJIS) Security Policy.
• Test and inspect equipment as required.
• Keep direct supervisor and field supervisors apprised of emergency and unusual situations.
• May provide or coordinate staff training; and work with peers to correct deficiencies, as directed.
• Maintain confidentiality of sensitive materials, records, and conversations.
• Perform other duties as assigned to a satisfactory level.

Benefits

• Will not discriminate in our employment practices based on an applicant’s race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.

What This Job Offers

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