Public Safety Communications Operator

City of Round Rock•Round Rock, TX

7d•Onsite

About The Position

Under general supervision, the Public Safety Communications Operator provides police, fire, and animal control response to the public, as well as non-emergency assistance to citizens, and interdepartmental and outside agency members. The posted range is the starting salary, and the pay rate offered is based on experience. This role involves shift work in a 24-hour operation, including weekends, holidays, and on-call duties. The operator will answer administrative and 911 calls, gather information about incidents, transfer calls, utilize various communication systems (911, text-to-911, TTY, OMNIXX), calm callers, relay information to public safety personnel, and document events. The position requires knowledge of city ordinances, services, and departmental procedures, as well as proficiency with databases and Computer Aided Dispatch (CAD) systems. The operator will coordinate with public safety personnel and other agencies, maintain professional etiquette, prioritize events, and update incidents. Responsibilities also include processing warrants, entering data, completing shift reports, attending briefings, and assisting persons using TDD. Strict adherence to regulations regarding Criminal Justice Information Systems is mandatory.

Requirements

High School Diploma or equivalent.
One (1) year of experience as a 911 Call Taker/Emergency Services Dispatcher, OR Two (2) years general work experience.
Ability to work shift work, including days, nights, weekends and holidays.
Strict adherence to Federal, State and Departmental regulations regarding Criminal Justice Information Systems.
Must have completed Criminal Justice Information Services (CJIS) Training upon hire.
Required to complete 80 hours Basic Telecommunicator Course to obtain Texas Commission on Law Enforcement License within one (1) year of employment.
Required to obtain CPR certification required by the Texas Commission on Law Enforcement License within one (1) year of employment.
Maintains license & certifications; complete required training hours mandated by state and department.

Nice To Haves

Currently holding a Texas Public Safety Communications License.
Preferred experience and training which provides the required knowledge, skills, and abilities (i.e., high volume call center, in-depth problem solving, priority management).
Experience with Microsoft Word, Excel and Outlook.
Valid Class C Texas driver's license, or ability to obtain license prior to employment.
Bilingual (Spanish, Hindi, Vietnamese) preferred.

Responsibilities

Answers both administrative service telephone lines and 911 calls for emergency services.
Obtains information from callers regarding the nature of the incident, severity, location, and descriptions of individuals.
Transfers calls to other agencies or departments when necessary.
Exhibits proper use of the 911 system, including text-to-911, TTY, and OMNIXX systems.
Uses verbal skills to calm excited or abusive callers and obtains necessary information.
Relays information to public safety personnel in written format.
Listens to calling parties while typing information into the dispatch system and listening for updates.
Utilizes knowledge of city ordinances, city services, and departmental procedures to assist personnel and citizens.
Uses a multitude of databases and files to obtain necessary information.
Creates calls for service in a Computer Aided Dispatch (CAD) system for citizens, police, and fire personnel.
Utilizes radio channels and CAD systems to coordinate the work of police and fire personnel, other agencies, on a constant basis and when managing crisis incidents.
Documents events in a records management system.
Maintains professional radio, telephone, and CAD etiquette.
Maintains awareness of all public safety and emergency units assigned and any resources requested.
Prioritizes events and continually adjusts based on incoming calls and changing factors.
Utilizes local/regional mapping.
Maintains awareness of events handled by other 911 personnel.
Updates incidents with information from callers, officers, and personnel.
Maintains paperwork by processing warrants, entering criminal trespassing warrants, and verifying warrant entry paperwork.
Files paper copies in filing cabinets and processes rider forms.
Completes daily shift reports.
Attends daily shift briefing.
Maintains awareness of operation plans, enforcement programs, and staffing levels.
Assists persons using Telecommunications Device for the Deaf (TDD).