Emergency Communications Dispatcher I

Public Safety Answering Point (PSAP) Trainee

This entry-level, probationary training position is designed to prepare individuals for a career as a public safety professional in a high-volume Primary Public Safety Answering Point (PSAP). Under close supervision, the trainee learns to serve as the primary law enforcement public safety intake specialist, receiving and rapidly stabilizing unvetted emergency and non-emergency calls directly from the public while managing high-velocity regulated computer networks. This role is specifically structured to build the rapid data entry, intense cognitive focus, and extreme multi-tasking skills required to handle continuous, fast-paced Law Enforcement radio traffic, critical life-safety incidents, and officer-survival communications. Trainees are evaluated daily and must meet structured performance benchmarks to successfully clear probation and graduate to independent duty. Mandatory Scheduling & Shift Rotation: The Police Emergency Communications Center (ECC) is a 24/7/365 operation. Recruits are required to work nights, weekends, holidays, mandatory overtime, and emergency hold-overs. During the on-the-job floor training segments, trainees must rotate across all three operational shifts for approximately 5 to 7 weeks per phase to ensure total operational competency:

Day Shift: 6:00 AM 2:00 PM; Evening Shift: 2:00 PM 10:00 PM; Midnight Shift: 10:00 PM 6:00 AM

Regular, predictable attendance, strict punctuality, and arriving prepared to work at assigned locations are mandatory.

Probationary Terms & Training Accountability: All newly hired personnel begin their employment in a probationary status for the first six (6) months. Progress is monitored daily, and performance must strictly align with established agency benchmarks.

Approximately 8 weeks of intensive academy instruction. Before advancing to live traffic, the Recruit must pass a typing test achieving 50 words per minute with 90% accuracy and a written comprehensive examination with a minimum passing score of 75%.

Transition Bridge & Floor Training consists of a 2-week specialized training bridge followed by live floor deployment under a Communications Training Officer (CTO). Floor performance is graded daily via a Daily Observation Report (DOR) across a set number of allotted training hours. Written assessment examinations are administered throughout floor training and require a minimum passing score of 75%.

Performance benchmarks, testing minimums, and behavioral standards are mandatory threshold requirements. If a trainee fails to meet required training standards, secure passing exam scores, or maintain consistent acceptable ratings on the DOR, they may receive additional targeted coaching, formal disciplinary action, or face dismissal/termination of employment.

Essential Functions

• Answer raw, unvetted emergency and non-emergency lines rapidly, extract actionable intelligence (including suspect descriptions, weapon profiles, flight paths, and volatile scene data) from highly emotional, combative, or distraught callers, and input data instantaneously into the Computer-Aided Dispatch (CAD) system.
• Simultaneously listen to active, unpredictable law enforcement radio traffic, interview crisis-level callers, and type highly detailed, accurate notes into the CAD system under extreme time constraints.
• Manage high-velocity, bidirectional tactical communications on the primary police dispatch frequency; maintain real-time situational awareness of field officer positions, execute mandatory, timed safety checks during high-risk operations, and coordinate rapid responses to crimes in-progress.
• Gain operational proficiency in federally restricted law enforcement networks (TLETS/NLETS, TCIC/NCIC), strictly adhering to statutory criminal justice compliance protocols to rapidly execute, interpret, and relay high-stakes background intelligence and warrant statuses to field units.
• Mastery of the geographic layout, municipal boundaries, and landmark details of the City to ensure rapid routing of incidents, instantly ascertain jurisdictional authority on unvetted calls, and coordinate precise data transfers to Secondary PSAPs (Fire or EMS).
• Document call sheets in accordance with department procedures, keeping records factual, concise, and free of subjective commentary.
• Achieve 50 words per minute with 90% accuracy prior to completing the classroom phase. Typing examinations are administered by the Training Supervisor.
• Perform other duties as assigned.

Qualifications

• High School Diploma or GED
• Ability to type 30 words per minute with 80% accuracy rate on the initial pre-employment multi-tasking skills test to be performed by Lubbock Police Emergency Communications.
• Successfully pass an audiogram, drug screen, and a comprehensive background investigation (including personal and credit history)
• No Class B Misdemeanor convictions within the last 10 years.
• No Class A Misdemeanor, Felony Convictions, or Family-Violence Convictions.

Knowledge and Abilities

Knowledge of:

• Basic computer principles and procedures; proper public contact and telephone etiquette;
• Geographic layouts and landmarks of the municipal area;
• Restricted law enforcement network frameworks (TLETS/NLETS/TCIC/NCIC).

Ability to:

• Record computer data rapidly, accurately, and simultaneously while listening to multiple audio inputs;
• Maintain strict security and confidentiality regarding sensitive criminal justice information
• Maintain absolute emotional stability and cognitive clarity during prolonged exposure to acute, unfiltered psychological trauma and active crisis situations; use exceptional tact and authority to manage hostile or panicked callers and text-initiators;
• Establish and maintain effective working relationships with employees, field personnel, supervisors, and the general public.
• Act as a positive role model.

Physical Requirements:

• Continuously stand and walk;
• Continuously sit or stand at a dispatch console during extended shifts;
• Frequently flex upper trunk forward while sitting or standing;
• Frequently reach at or below shoulder height, and occasionally reach above shoulder height;
• Frequently lift up to 10 pounds and occasionally lift up to 25 pounds;
• Frequently carry up to 10 pounds and occasionally carry up to 25 pounds;
• Occasionally pull or push object;
• Occasionally flex upper trunk forward at the waist and partially flex at the knees;
• Continuously manipulate multi-screen communications equipment and peripheral hardware via rapid eye/hand/finger coordination;
• Continuously talk, see, and hear at a level sufficient to operate high-volume radio and telephone communication systems.

Benefits

The City of Lubbock provides a comprehensive, cost effective, health and welfare package.