Telecommunications Specialists

City of Seguin•Seguin, TX

1d•Onsite

About The Position

Performs complex, mission-critical public safety emergency communications work in a fast-paced environment for the Police Department's Emergency Communications Division. Responsible for receiving, triaging, and processing emergency (9-1-1) and non-emergency calls for service across law enforcement, fire/EMS, animal control, and municipal public works/utilities. Utilizes Next Generation 9-1-1 (NG911) technologies, Geographic Information Systems (GIS), Computer-Aided Dispatch (CAD), Emergency Medical Dispatch (EMD) protocols, and state/national law enforcement databases. Operates with a high degree of emotional intelligence, sound independent judgment, and decisive action during high-stress situations to ensure first responder safety and public protection.

Requirements

Knowledge of: Operations and principles of NG911 systems, CAD software, GIS/digital mapping, and multi-channel radio consoles; FCC regulations governing public safety radio transmissions; municipal geography, key landmarks, boundaries, and street networks; TLETS/TCIC/NCIC and CJIS operational rules; standard public safety dispatch codes, terminology, and triage protocols.
Skills in: Rapid and accurate keyboarding (minimum 35-45 WPM); clear, authoritative, and professional verbal communication; multi-tasking under pressure (synthesizing auditory information from radio and phone while performing manual data entry); operating multi-screen computer workstations.
Ability to: Maintain emotional composure and rapid decision-making capacity during extreme emergencies, high call volumes, or stressful situations; exercise tact, firm control, and empathy with frantic or hostile individuals; process complex data quickly without distraction; establish and maintain effective, professional working relationships with team members and field personnel; adapt to rotating shift work, weekends, holidays, and extended forced overtime during emergency activations.
High school diploma or GED equivalent.
Minimum of six (6) months of experience in public safety dispatching, emergency call-taking, or a high-volume, high-stress customer service/call center environment (or an equivalent combination of education and experience).
Basic Telecommunicator License from the Texas Commission on Law Enforcement (TCOLE) (must obtain within one year of hire).
Full Access TCIC/NCIC and TLETS Certification.
CJIS Security Awareness Certification.
Emergency Medical Dispatch (EMD) and Healthcare Provider CPR certifications (or ability to obtain within standard probation period).
Valid Texas Class C Driver's License with an acceptable driving history.

Nice To Haves

Prior public safety communications background is strongly preferred.

Responsibilities

Answers and processes incoming 9-1-1 emergency calls, Text-to-911 communications, non-emergency requests, and automated emergency signals.
Evaluates threat level, applies appropriate priority codes, and gathers life-safety information using active listening and structured interviewing techniques.
Operates multi-frequency two-way radio systems and CAD consoles to dispatch appropriate police, fire, EMS, and municipal response units.
Coordinates multi-agency, multi-jurisdictional, and mutual-aid responses during major incidents or disasters.
Provides standardized Emergency Medical Dispatch (EMD) instructions (e.g., CPR, hemorrhage control, childbirth) prior to unit arrival.
Employs crisis de-escalation methods for callers experiencing acute mental health crises, distress, or trauma.
Continuously monitors field responder status, unit locations via automated vehicle location (AVL/GIS), and radio traffic.
Relays real-time situational updates, scene hazard warnings, and intelligence to field units.
Operates state and national criminal justice databases (TLETS/TCIC/NCIC) to run queries on wanted persons, driver records, vehicle registrations, and stolen property.
Enters, updates, clears, and verifies warrants and missing person records in strict accordance with CJIS standards.
Utilizes modern technology suites, including GIS mapping, dynamic location-tracking software (e.g., RapidSOS), digital messaging, and computer-integrated telephony systems.
Accurately logs, modifies, and tracks all incidents, calls for service, and officer-initiated activities within the CAD system in real time.
Maintains precise operational records, logs, and administrative reports.
Receives and dispatches emergency call-outs for City public works, water/wastewater, and electric utilities after normal operating hours or during civil emergencies.
Assists with the field training and evaluation of probationary telecommunicators when designated.
Performs designated Shift Lead duties in the absence of primary supervision, including coordinating floor workflow, addressing operational inquiries, and handling customer service escalations.
Monitors designated facility security access points as secondary operational duties.
Attends ongoing mandatory training, continuing education, and wellness/stress management programs.
Performs other public safety communications duties as assigned.