Dispatcher

Job Title

Provides for the safety and service of the public and first responders by staffing a high volume, 24 hour Communications Unit responsible for emergency and non-emergency call taking and the dispatching of police, fire, EMS and city services.

Supervision

Works under the supervision of the Communications Supervisor. Limited supervision is exercised in the capacity of Communications Training Officer.

Essential Duties and Responsibilities

Ideal candidates will comprehend the significance of the role of Telecommunicator in the provision of public safety alongside other first responders such as Police, Fire and EMS personnel. Must possess an excellent attitude and the ability to remain positive and professional when under stress, working shift work and/or processing repeat negative and/or traumatic incidents. Must simultaneously take calls, radio dispatch, prioritize calls for service, manage incidents, units and resources, and log incident details in the computer aided dispatching software during normal and high volume periods. Must demonstrate a high level of proficiency in the hearing, comprehending and documenting of radio traffic. Must be dependable and flexible with regards to scheduling and time off. The position is assigned to a public safety critical unit that operates 24 hours a day with minimum staffing requirements and generally requires an indefinite schedule assignment to night or evening shift. All schedule assignments include weekends, holidays and overtime. Overtime is mandated to ensure staffing and may occur with little notice. Must remain effective under significant stress when making decisions and performing duties that may affect the preservation of life and property. Stress associated with this position is comparable to other public safety/first responder careers such as law enforcement. Provides for the safety of first responders by monitoring units and following department specific operating procedures for police, fire and EMS. Dispatches Police, Fire, EMS, city services and other agency resources in an accurate and timely manner using multiple radio channels, phones, computers and other means. Manages active and out of service resources and units during routine and critical incidents. Must have a genuine desire to engage in exceptional service by assisting customers with reaching emergency and non-emergency services regardless of whether they are polite, hysterical or hostile during interaction. Must be able to work as part of a team comprised of strong personalities, as well as have the ability to make critical decisions as an individual. Must have exceptional reading comprehension skill and the ability to communicate effectively both verbally and in writing. Answers multi-line emergency and non-emergency phone calls. Provides pre-arrival emergency medical instructions including, but not limited to, first aid and CPR. Resolves repeat, unique and sometimes complex problems on a regular business under normal and high stress conditions. Must be proficient in the use of computers, able to learn to operate software, databases, and office equipment, and able to assist the IT department with trouble shooting. Works primarily in a computerized environment requiring the ability to monitor security/alarm systems, use records management and computer aided dispatch software, TCIC/NCIC/SETCIC/JIMS and other government databases, Windows, Microsoft Office Suite, multiple other software programs and internet based programs. Works in a quasi-military environment within a chain of command. Assists with a variety of departmental support functions during critical incidents. Remains stationed at the department, or other designated facility, for 24 hours a day over the course of multiple days to resolve critical incidents including, but not limited to, hurricanes. Activates emergency alert systems in response to foul weather, chemical releases, active threats and other emergencies. May be responsible for initiating an emergency alert system notification without prompting of a supervisor/director. Obtains required licenses, certifications and training as defined by the Texas Commission on Law Enforcement, Texas Department of Public Safety, the Federal Bureau of Investigation and policy. Ensures compliance with accreditation standards, department policy, local, state and federal law. Must exercise a high degree of professionalism with fellow employees and the public. Must satisfactorily perform other job roles and duties as assigned including, but not limited to, Communications Training Officer, Emergency Medical Dispatch Instructor, TCOLE instructor, Citizen's Police Academy instructor and other administrative and community relations functions.

Peripheral Duties

Performs other duties related to the effective operation of the Communications Unit as required and clerical duties requiring the use of standard office equipment. Performs special assignments as assigned by the Communications Supervisor. Certifications To Be Obtained Within 6-12 Months: TCIC/NCIC, TLETS/NLETS, CPR, emergency medical dispatching, crisis communications, basic telecommunications, TTY/TDD, 911 equipment training. Education and Experience Graduation from high school or GED equivalent. Preferred, but not required: one-year job related experience. Necessary Knowledge, Skills, and Abilities Must have valid Texas driver's license. Must type a minimum of 40 words per minute. Must have essential hearing and visual ability. Must be at least 20 years of age at time of appointment.

United States Citizenship or authorization to work in the United States.

Must not have any convictions for Class B misdemeanors or higher, retroactive for 10 years.

Must not have any felony convictions, or convictions for driving while intoxicated/under the influence of drugs, assault involving family violence, or any crime involving moral turpitude.

Tools and Equipment

Multiple multi-line telephones, computer equipment, computer aided dispatch software, GPS and mapping software, emergency medical dispatch software, records management software, internet based programs, software programs including, but not limited to, Microsoft Office and Adobe, copy/fax/scanning machine, 10-key, 9-1-1 telephone system, security/monitoring systems, telecommunications devices for the Deaf and hard of hearing, and other equipment commonly associated with an office environment.

Physical Demands

The job duties require an employee to work under stressful conditions. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, walk, talk, and hear. The employee is frequently required to use hands to grasp, touch, handle, or feel objects, tools, or controls, and occasionally reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds Specific vision abilities required by this position include the ability to adjust focus from near and far distance, to read multiple computer screens and documents of different media type, differing fonts and text sizes and the ability to use peripheral vision to monitor multiple systems. Specific hearing abilities required by this position include the ability to hear, comprehend and distinguish between multiple, concurrent sources of sound including radios, phones, alerts, and voices. Occasionally, the need arises for this position to drive to other locations.