Emergency Communications (Operator/Senior)

Emergency Communications Operator

It's fun to work in a company where people truly believe in what they're doing! We're committed to bringing passion and customer focus to the business.

Under close supervision, receives and processes emergency and non-emergency calls for police, fire, EMS, utility, and animal control services. Evaluates call information, provides pre-arrival instructions, and dispatches appropriate resources. Enters, updates, and maintains accurate data in the Computer Aided Dispatch (CAD) system and related databases. Monitors field unit status, relays critical information, and supports response operations. Performs crisis intervention and maintains clear, concise documentation of all activities. A high degree of accuracy is required, and incumbents must remain aware of the consequences of error. Work is observed and reviewed during performance and upon completion.

Distinguishing Characteristics:

• Emergency Communications Operator is the entry to intermediate-level classification, distinguished by no licensure, a TCOLE Basic, or a TCOLE Intermediate level license, which functions under close supervision.
• Senior Emergency Communications Operator is the advanced-level classification, distinguished by a TCOLE Advanced or Master level license, which performs the full range of duties independently while holding additional responsibility for training, mentoring, and occasional operational support functions.

Applicants are encouraged to submit a cover letter and resume. Please note, this position requires shift work.

Essential Functions: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Answers emergency and non-emergency calls for police, fire, EMS, utility, and animal control assistance within the City of Georgetown.
• Processes information from callers, including but not limited to nature, severity, location, and status of incident being reported.
• Utilizes associated fire and medical programs to classify response during call processing and provide essential pre-arrival instructions.
• Determines appropriate response and dispatches units accordingly.
• Assists dispatched units by relaying information regarding calls for service.
• Maintains communication with field units and relays updated or critical information.
• Performs crisis intervention with distraught callers during high-risk situations until appropriate emergency field units arrive.
• Enters, maintains, updates, and researches information within TCIC/NCIC (Texas Criminal Information Center and National Criminal Information Center) and TLETS/NLETS (Texas Law Enforcement Telecommunications System/National Law Enforcement Telecommunication System) databases.
• Researches and responds to inquiries from other law enforcement agencies and departments.
• Prepares clear and concise records with comprehensive documentation within CAD (Computer Aided Dispatch) system and TCIC/NCIC programs.
• Performs computer-assisted and manual records checks for officers on individuals, locations, vehicles, and other property; verifies warrants or reports of stolen property.
• Maintains, updates, and accesses various logs and computer data files for all officer activities (incident reports, stolen or repossessed property logs, maps, shift logs, etc.).
• Utilizes various in-house record systems and programs (Flock, UMAX, OpCenter, In-code, Smart911, RapidSOS, RapidDeploy, Phoenix, Motorola Command Center, etc.) in coordination with incident investigation and dispatching.
• Maintains all licenses and certifications obtained per department and state guidelines.
• Performs other duties as assigned.

Emergency Communications Operator Specific Duties:

• May train new personnel on job responsibilities of Emergency Communications Operator.
• May be required to act in a lead capacity during the absence of an Emergency Communications Operator Senior and/or Supervisor.
• Participate in Division/Department public relations activities.

Senior Emergency Communications Operator Specific Duties:

• Trains and mentors new and existing personnel.
• Lead ongoing training classes for existing personnel.
• Participates in the development and maintenance of training materials, SOPs, and manuals.
• Serves in a lead or acting supervisory capacity as assigned.
• Participate in Division/Department public relations activities.

Emergency Communications Operator Minimum Qualifications

• High school diploma or equivalent
• Preferred: Two (2) years of experience in public safety telecommunications as a radio dispatcher and/or E911 call taker.

Licenses and Certifications:

• Valid Class "C" Texas Driver's License.
• TCOLE Basic or Intermediate Telecommunicator License (or obtain within 1 year)
• TCIC/NCIC Full Access Operator Certification (required upon licensing)
• TLETS/NLETS Certification (required upon licensing)
• Priority Dispatch ProQA Emergency Fire Dispatch (EFD) (within 6 months)
• Priority Dispatch ProQA Emergency Medical Dispatch (EMD) (within 6 months)
• TDD/TTY Certification (within 6 months)

Senior Emergency Communications Operator Minimum Qualifications

• High school diploma or equivalent
• Minimum eight (8) years of public safety telecommunications experience as a radio dispatcher and/or E911 call taker.

Licenses and Certifications:

• Valid Class "C" Texas Driver's License.
• TCOLE Master Telecommunicator License
• TCIC/NCIC Full Access Operator Certification
• TLETS/NLETS Certification
• Priority Dispatch ProQA Emergency Fire Dispatch (EFD) (within 6 months)
• Priority Dispatch ProQA Emergency Medical Dispatch (EMD) (within 6 months)
• TDD/TTY Certification as required by state licensure
• Preferred: Communications Training Officer (CTO) Certification issued by a nationally recognized professional standards organization such as the Association of Public Safety Communications Officials International.

Note: Out of state certifications must be converted to TCOLE License within one (1) year of hire.

Knowledge, Skills, and Abilities

• Knowledge of emergency dispatch and call-taking procedures
• Skill in multitasking and prioritizing in high-stress environments
• Ability to perform crisis intervention and communicate effectively with distressed individuals
• Ability to operate multiple computers and communication systems simultaneously
• Ability to maintain accuracy and attention to detail under pressure

Physical Requirements and Working Environment

Work is primarily performed in an indoor, climate-controlled 911 Communications Center environment. Extended periods of sedentary work at a multi-screen workstation are common. Physical activities may include standing, sitting, walking, lifting, carrying, reaching, handling, fine dexterity, vision, hearing, and talking.

The work environment includes constant exposure to radio transmissions, telephone communications, and multiple simultaneous audio sources. The work area is maintained at reduced temperatures to support computing equipment. The position requires the ability to remain alert and make sound decisions during extended shifts and high-stress situations.

Hiring Process

• Submit the completed Professional Standards Division (PSD) - issued background packet within 30 days.
• Complete a pre-screen and on-site interview.
• Pass the CritiCall assessment within 30 days of receiving the email request.
• Successfully pass a full background investigation.
• Pass the oral board interview.
• Pass the Chief's interview.
• Successfully complete all post-offer requirements, including a drug screen, psychological evaluation, physical exam, and fingerprint-based background check.
• Complete any additional testing required by the State and TCOLE for telecommunicator certification.

Schedule: This position requires rotating shift work, including nights, weekends, and holidays, and may also require on-call