Telecommunicator

Smith County•Tyler, TX

About The Position

The Telecommunicator receives emergency and non-emergency calls and in-person requests for assistance or information, communicates information and instructions to callers—including juveniles and children—and directs requests to the appropriate division or agency. The role dispatches police, fire, and EMS units by radio, relays relevant information, and maintains the status of emergency responder personnel and units. It operates the enhanced 9-1-1 system, console radios, and other communications equipment; monitors building security cameras; searches local and state files for wanted persons and stolen property; and maintains manual and automated records, logs, and routine reports, including entering and clearing warrants in TCIC/NCIC systems. The Telecommunicator responds to multiple simultaneous calls, prioritizes requests, troubleshoots dispatch issues, and makes sound decisions under pressure, including when Standard Operating Guidelines do not address a situation. The position requires clear and compassionate communication with people in urgent or difficult circumstances, accurate typing and recordkeeping, confidentiality, sound judgment, and effective teamwork. The employee must comply with Sheriff’s Office policies and procedures and perform other duties as assigned. The facility operates 24 hours a day. Shift assignments may include days, evenings, nights, weekends, and holidays, and the employee must be willing and able to work any of these shifts. Because of the unpredictable and critical nature of the work, employees must be available to work additional hours beyond assigned shifts, sometimes with little or no notice. Candidates must meet Texas Commission on Law Enforcement (TCOLE) minimum standards for licensure. Pre-employment steps include a comprehensive background investigation for full-time candidates, a standardized aptitude test, a polygraph, psychological assessment, and medical, physical, and drug screening. Candidates must type at least 35 words per minute. Employees must pass the TCOLE test and become certified before completing one year of employment, or employment will be terminated.

Requirements

High school diploma or GED.
Must be at least 18 years old.
Must be a U.S. citizen.
Must meet TCOLE minimum standards for licensure, including specified criminal-history and military-discharge eligibility requirements.
Must take and pass a standardized aptitude test and polygraph.
Must type at least 35 words per minute.
Must pass the TCOLE test and obtain certification before completing one year of employment.
Must complete the required psychological evaluation and employer-approved medical, physical, and drug screening.
Must be able to work days, evenings, nights, weekends, and holidays, and be available for additional hours beyond assigned shifts, sometimes with little or no notice.
Must communicate clearly and concisely orally and in writing, follow written and oral instructions, recall and categorize information accurately, and type accurately at a speed necessary for successful performance.
Must exercise sound judgment under pressure and handle multiple emergency tasks and conversations.
Must maintain confidentiality and demonstrate tact and discretion when handling sensitive work.
Must have the audio-visual discrimination and perception needed to observe, communicate, read and write, view computer screens, operate equipment, and listen to a headset and multiple conversations.
Must be able to learn existing software programs, including Microsoft Office, Spillman, and Odyssey.
Must be able to perform the essential duties with the physical, mental, and emotional abilities required by the position.
One year or less experience is stated; experience in criminal justice or a related field, or an equivalent combination of education and experience, may qualify.

Nice To Haves

Formal education in human services or criminal justice is desired.
Experience in criminal justice or a related field, or an equivalent combination of education and experience.

Responsibilities

Receive, record, and respond to simultaneous emergency calls, prioritize them, and communicate appropriate responses to personnel and support agencies.
Receive emergency and non-emergency calls and in-person requests, provide information and instructions, and direct requests to the proper division or agency.
Dispatch police, fire, and EMS units by radio; relay relevant information and maintain the status of responder personnel and units.
Operate the enhanced 9-1-1 system, console radios, computers, telephones, recording equipment, and related communications equipment.
Monitor security camera screens for the building.
Conduct computer searches of local and state files for wanted persons and stolen property, and provide information to the requesting officer.
Maintain manual and automated records, logs, and routine reports concerning arrests and calls for service.
Enter and clear warrants in TCIC/NCIC systems.
Problem-solve and troubleshoot dispatch-related matters; exercise judgment and make sound decisions in emergencies, including when SOGs do not address the situation.
Communicate effectively with upset or irate citizens and elicit relevant information.
Proof work to detect errors and maintain accurate information.
Establish cooperative working relationships, contribute as part of the team, and demonstrate professionalism, compassion, and empathy.
Comply with Sheriff’s Office policies and procedures and perform additional duties as assigned.
Keep abreast of changes in policy, methods, computer operations, equipment needs, and departmental operations.