Telecommunicator I

Pottawattamie County • Council Bluffs, IA

12d • Onsite

About The Position

The Telecommunicator I position, 911 calltaker only, serves as the first point of contact between the public and physical first responders (law, fire, EMS). This is a transitional role for highly motivated individuals who have the desire to continue to progress to the position of Telecommunicator III (dispatcher). This critical communications role is responsible for receiving and organizing vital information from members of the public, at times being responsible for providing life-saving instructions prior to Law, Fire or EMS arrival. This position requires the ability to work independently, remain composed, make sound decisions, and perform quickly and effectively in high-stress situations.

Requirements

• Knowledge of or ability to learn geography of Pottawattamie County, including street locations and common places.
• Ability to read, write and speak the English language proficiently and communicate clearly and effectively.
• Ability to communicate tactfully and efficiently with the public, including those who are frightened, incoherent, or hostile while simultaneously being able to coordinate an emergency response.
• Ability to simultaneously communicate, interpret communications, and enter data into multiple software systems with speed and accuracy while managing frequent interruptions.
• Proficiency with Windows-based and various other software applications, and telecommunications equipment.
• Quickly learn, retain, and apply knowledge of the policies, procedures, laws, ordinances, regulations, and geographical data affecting public safety call-taking and the ability to apply them appropriately as a Telecommunicator I.
• Must be at least 18 years old with a high school diploma or GED.
• Valid driver's license and authorization to work in the U.S. (citizen or legal resident).
• Required completion of I.L.E.A. 40-hour or equivalent Basic Telecommunicator course provided by agency.
• Ability to pass a drug screening and background investigation that meets all local, state, and federal requirements (no felony or serious/aggravated misdemeanor convictions).

Nice To Haves

• CPR certification (attained through on-the-job training).
• NCIC/I.O.W.A. System certification (attained within 6 months through on-the-job training and results in 0.50 per hour raise).

Responsibilities

• Receive incoming emergency and non-emergency calls via telephone, text, video, or data feeds, using established protocols and technology.
• Communicate effectively and empathetically with callers in crisis, providing pre-arrival and post-dispatch instructions (e.g., CPR, active shooter, medical emergencies) while maintaining composure under pressure.
• Interpret and verify caller location and incident data using mapping software, GIS tools, and automated location systems to ensure precise response coordination.
• Manage multiple incidents simultaneously, demonstrating strong critical thinking, prioritization, and decision-making skills in high-stress situations.
• Document incident details accurately and efficiently while maintaining situational awareness and ensuring responder safety.
• Utilize specialized communication resources, including TDD/relay services, language interpretation, and text-to-911, to assist callers with disabilities or language barriers.
• Adhere to all operational policies, legal standards, and confidentiality requirements while maintaining ongoing training, certifications, and professional development.
• Successful progression results in moving to the Telecommunicator II position (0.50 per hour raise) within 1 year.
• Continued, successful progression results in moving to the Telecommunicator III position within 2 years.
• Utilize logic, critical thinking, and sound judgment to analyze data, problem solve and make rapid decisions from information that may be confusing, hostile, disjointed and/or incomplete.
• Maintain confidentiality and demonstrate tact and trustworthiness with sensitive information.
• Willing and able to work rotating 12-hour shifts (12 pm – 12 am: 0.50 per hour shift differential) – including nights, weekends, holidays (time and a half, if working) – and report during inclement weather or emergency call-backs to maintain 24/7 coverage.
• Maintain regular, reliable, and punctual attendance.
• Strong attention to detail.

Benefits

• Health insurance (family plan at $239.62/month, individual plan at $101.26/month, $1,500 family deductible).
• Wellness program discount ($30 savings on health insurance).
• Dental insurance (family plan at $15/month, individual plan at $0/month).
• Voluntary vision insurance (family plan at $17.34/month, individual plan at $6.94/month).
• Paid time off (224 hours total for vacation, personal, and holiday hours).
• Sick leave accrual (144 hours yearly).
• IPERS retirement.
• 0.50 per hour shift differential.
• Time and a half pay for working holidays.

What This Job Offers

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