Communications - Telecommunicator I/II/III/IV/V

City of Abilene • Abilene, TX

2d • $23 - $34 • Onsite

About The Position

Under general supervision, to perform a variety of critical duties to include receiving, prioritizing, and dispatching calls for service in the police and fire communications center. This position exercises no supervision. The role involves receiving, evaluating, prioritizing, and dispatching police, fire, and EMS units to emergency and non-emergency calls for service within assigned districts. Responsibilities include maintaining accurate radio logs, recordings, and status control devices, as well as receiving and extracting information of an emergency nature. The Telecommunicator will respond to public inquiries, provide information on City policies and procedures, and input/retrieve public safety information using a computer terminal and NLETS/TLETS systems. They will also coordinate emergency calls with other law enforcement agencies, assist in training new personnel, and operate various communications equipment.

Requirements

• Knowledge of English usage, including spelling, vocabulary, grammar, and punctuation.
• Knowledge of procedures, principles, and policies of police, fire, EMS, and City operations.
• Knowledge of principles of customer service and public relations, especially in high-stress or emotionally charged situations.
• Ability to operate a variety of communications equipment including multi-line telephones, printers, and two-way radios.
• Ability to operate office equipment, computers, and software applications efficiently and accurately.
• Type a minimum of 40 words per minute with accuracy.
• Ability to perform accurate computations, data entry, and tabulations in a fast-paced environment.
• Ability to prioritize multiple tasks simultaneously, maintaining attention to detail while handling competing demands.
• Ability to deliver exceptional customer service to citizens, coworkers, and partner agencies with professionalism and empathy.
• Ability to learn, retain, and apply geographic knowledge of streets, landmarks, and service areas.
• Ability to understand, interpret, and follow oral and written instructions and procedures.
• Ability to maintain confidentiality and safeguard sensitive law enforcement, fire, EMS, and personal information.
• Ability to provide life-saving instructions over the telephone, including CPR and first aid, by following Emergency Medical Dispatch procedures using software or reference guides.
• Ability to interact with City employees and the public tactfully and courteously.
• Ability to work under pressure, exercise good judgment, and make sound decisions in emergency situations, including de-escalation of upset citizens.
• Ability to communicate clearly, concisely, and professionally, both orally and in writing.
• Ability to work varied and extended shifts, including nights, weekends, and holidays, as required by 24-hour operations.
• Ability to monitor and effectively use multiple computer programs, databases, and radio talk groups simultaneously.
• Ability to establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
• Ability to follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
• Ability to perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
• Must be a minimum of 18 years of age.
• U.S Citizenship is required.
• No felony or Class A misdemeanor convictions.
• No Class B misdemeanor convictions in the last ten (10) years.
• No pending Class B misdemeanor or higher charges.

Nice To Haves

• Previous experience in data entry is preferred.
• Telecommunicator I: The ability to obtain a Telecommunicator Certification through the Texas Commission on Law Enforcement is required.
• Telecommunicator II: An active license or appointment, one (1) year of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Basic Certification is required.
• Telecommunicator III: An active license or appointment, two (2) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Intermediate Certification is required. Must be available for console and classroom training as needed for the division, and attend required courses associated with training.
• Telecommunicator IV: An active license or appointment, four (4) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Advanced Certification is required.
• Telecommunicator V: An active license or appointment, eight (8) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, Master Certification is required.

Responsibilities

• Receive, evaluate, prioritize, and dispatch police, fire, and EMS units to emergency and non-emergency calls for service within assigned districts.
• Maintain accurate radio logs, recordings and status control devices.
• Receive and extract information of an emergency nature, including caller information, nature of emergency, location, and phone number.
• Respond to complaints, requests for assistance, and inquiries from the public by referring callers to the appropriate division or department, or by providing accurate information directly.
• Answer telephone requests from the public for information concerning City policies, procedures, and activities in a professional and courteous manner.
• Input and retrieve a variety of public safety information using a computer terminal.
• Perform entry, update, retrieval, and documentation from various files available via the NLETS/TLETS systems.
• Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
• Assist in the training, mentoring, and evaluating new communications personnel, as assigned.
• Operate and monitor office and communications equipment, including computer terminals, printers, radio consoles, and 24-hour communications recording systems.
• Perform other job-related duties and responsibilities as assigned.

Benefits

• Work schedules may include periods of scheduled and unscheduled overtime to meet minimum staffing requirements.
• This position involves a high level of stress.

What This Job Offers

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