911 Telecommunicator

The 911 Telecommunicator is responsible for receiving, processing, and prioritizing emergency and non-emergency calls for service and dispatching appropriate public safety resources. This position supports law enforcement and fire operations by maintaining accurate communication, coordinating field response, and ensuring officer and public safety through effective information management.

The Telecommunicator operates within a 24-hour communications center and must perform in high-stress, fast-paced environments requiring critical thinking, multitasking, and sound decision-making.

Essential Duties and Responsibilities

The following duties are representative of the position and are not intended to be all-inclusive:

• Receive and process incoming 911 and non-emergency calls for Police and Fire services. Medical calls are received and transferred to the appropriate EMS provider.
• Determine call priority and appropriate response based on information obtained from callers. Maintain control of the call to gather accurate, relevant, and actionable information.
• Accurately document all calls for service in the Computer Aided Dispatch (CAD) system (Motorola Flex), ensuring entries are concise, timely, and support responder safety and situational awareness.
• Dispatch police and fire personnel via radio in a clear, calm, and professional manner. Monitor and manage multiple radio channels while maintaining control of radio traffic.
• Coordinate field unit activity, track unit status, and provide updates or critical information as it becomes available.
• Prioritize officer safety and public safety in all communications, ensuring timely dissemination of critical information.
• Communicate and coordinate with local, state, and federal agencies via radio, telephone, and ACIC/NCIC systems.
• Perform inquiries and entries into ACIC/NCIC and other law enforcement databases for warrants, criminal history, missing persons, and stolen property in compliance with CJIS and state regulations.
• Maintain confidentiality and security of all criminal justice and sensitive information.
• Provide support during critical incidents, including but not limited to structure fires, severe weather events, and large-scale emergencies.
• Successfully complete all required training, including field training, classroom instruction, and certification programs, prior to operating independently.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent required
• Must be able to pass a comprehensive background investigation and criminal history check
• Ability to obtain and maintain required certifications within 1 year of employment:
  • ACIC/NCIC certification
  • Basic Telecommunicator Certification
  • FEMA IS-100, 200, 700, 800
  • In-house New Hire Orientation
• Minimum typing speed of 35 words per minute
• Basic computer proficiency and ability to learn multiple software systems

Knowledge, Skills, and Abilities

• Ability to remain calm, think clearly, and act decisively in high-stress and emergency situations
• Strong verbal communication skills with the ability to speak clearly and effectively
• Excellent listening skills and the ability to extract critical information from callers
• Ability to multitask, prioritize competing demands, and manage multiple incidents simultaneously
• Ability to translate incomplete, emotional, and disorganized information into clear and actionable communication
• Working knowledge (or ability to learn) radio procedures, dispatch protocols, and public safety operations
• Strong attention to detail and commitment to accuracy in documentation and data entry

Work Environment and Conditions

• This position operates in a 24/7 emergency communications center
• Telecommunicators work 12-hour shifts on a rotating 3-2-2-3 schedule
• May require overtime, call-back, or extended hours during critical incidents or staffing shortages
• Work is performed in a fast-paced, high-stress environment with frequent interruptions

Physical and Mental Demands

• Ability to sit for extended periods of time
• Ability to hear and understand speech over telephone and radio equipment
• Ability to speak clearly and effectively for extended periods
• Ability to read and interpret information from computer screens and written documents
• Ability to process information quickly and make decisions under pressure
• Ability to manage exposure to traumatic or high-stress situations

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may be modified as needed by the department.