Emergency Dispatcher

JOB SUMMARY:

Responsible for performing technical radio communications involving the deployment of police, fire, public works, animal control, code enforcement, and EMS personnel according to request for service.

REPORTS TO:

The 911/Public Safety Telecommunicator I is assigned to the Helotes 911/Public Safety Communications Center and reports to the 911/Public Safety Communications Supervisor and/or the 911/Public Safety Telecommunicator III in the absence of the Supervisor. The 911/Public Safety Telecommunicator I is a non-supervisory position.

ORGANIZATIONAL RELATIONSHIPS:

Uses tact, diplomacy and a helpful attitude in all contacts with the public and other employees; communicates effectively and courteously with the public, council, and coworkers in person, in writing and by phone.

ESSENTIAL JOB FUNCTIONS:

• Provides extensive support to the community and all emergency services providers.
• Effectively communicates and disseminates information accurately.
• Provides exceptional response to all calls for emergency services and citizen complaint resolutions.
• Answers calls for service, prioritizes and accurately communicates emergency information and determines and directs appropriate resources to a reported incident.
• Assigns emergency and non-emergency field units, as appropriate, to the incident.
• Maintains communications with police, fire, emergency medical service and other personnel, providing necessary support to field personnel via radio, telephone, computer and MDT's.
• Maintains the status and locations of all field units.
• Enters, updates, retrieves and communicates crime-related information from computer databases and the TLETS information system.
• Maintains detailed information utilizing the computer-aided dispatch module of the records management system.
• Follows all procedures in place relating to data entry to ensure consistency of data entry and to enhance retrieval ability.
• Effectively utilizes TCIC/NCIC/TLETS for all searches relating to vehicle registration confirmation, stolen/wanted searches, driver's license checks, computerized criminal history records, administrative messages, stolen/wanted confirmations and other system transactions.
• Provides support to the vehicle impound program by entering abandoned and impounded vehicle information into TCIC, as required.
• Maintains files on all impounded vehicles and releases impounded vehicles to owners providing proof of ownership and paying the required impound and towing fees.
• Performs a variety of record keeping, filing, indexing and other general clerical work, as necessary or required.
• Maintains databases for, but not limited to, parking permits, alarm permits, animal control impound/lost/found.
• Required to assist in other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of all local, state, and federal laws, policies, and regulations governing telecommunications, including TCIC/NCIC, TLETS, and NLETS.
• Knowledge of basic telephone techniques and public relations.
• Knowledge of National Incident Management System (NIMS) and procedures to address multi-agency emergency responses in the event of disasters.
• Knowledge of the multi-channel radio system and all components of the system.
• Knowledge of the telephone system and telephone console features;
• Knowledge of the computerized 9-1-1 system and all system components necessary for the proper use of the system.
• Knowledge of the records management system and computer aided dispatch system and the procedures related to the entry and retrieval of system data.
• Knowledge of the in‐car laptop computers and the ability to follow all of the TLETS rules and procedures for accessing the TLETS system on the laptops.
• Ability to demonstrate proficiency in problem solving, oral and written communications, and maintaining confidentiality.
• Ability to transfer calls accurately and utilize back‐up systems in the event of equipment failure.
• Ability to establish and maintain an effective working relationship with all emergency service organizations, including, but not limited to, local, state, and federal organizations.
• Ability to troubleshoot system malfunctions and contact appropriate resources without unnecessary delay to maintain radio communications integrity.
• Ability to conduct routine information searches and generate internal reports.
• Ability to learn and apply dispatch office procedures, practices, and equipment.
• Ability to learn geographic features and streets within the area served.
• Ability to learn and apply applicable departmental procedures and policies related to proper police response, emergencies, etc.
• Ability to learn and apply various types of computer formats and codes necessary to access, utilize and relay information.
• Ability to learn and apply standard radio broadcasting procedures.
• Ability to work under pressure, exercise good judgment, and make sound decisions in emergency situations.
• Ability to operate dispatch and office equipment.
• Ability to establish and maintain effective working relationships with co‐workers and those persons contacted in the course of work.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Ability to perform more than one task at a time (talk‐monitor radio transmissions and type) and hold good short-term memory and the ability to absorb and retain numerous formats, rules, regulations, and procedures taught during training period.
• Ability to maintain effective audio‐visual discrimination and perception needed for making observations, communicating with others, and reading and writing.
• Ability to recognize dangerous situations and take measures to notify others or abate the situation.
• Ability to maintain mental capacity that allows the capability of exercising sound judgment and rational thinking under dangerous circumstances.
• Ability to evaluate various options and alternatives and choose an appropriate and reasonable course of action.
• Ability to demonstrate intellectual capabilities during training and testing processes.

EDUCATION & EXPERIENCE:

• High School Diploma or GED.
• One (1) year of experience in public safety telecommunications or TCOLE Basic Telecommunicator license preferred.
• Bilingual (English/Spanish) preferred.

CERTIFICATES & LICENSES:

• TCOLE Telecommunicator certification.
• TCIC/NCIC certification or receive certification within one year of employment.
• Telecommunications Operator certification or receive certification within one year of employment.
• Prefer Emergency Medical Dispatch certification or the ability to receive certification within one year of employment.
• Prefer T-CPR certification or the ability to receive certification within one year of employment.
• Prefer Fire Service Dispatch certification or the ability to receive certification within one year of employment.
• Prefer Law Enforcement Dispatch certification or the ability to receive certification within one year of employment.
• Must possess and maintain current BLS CPR certification.
• Must possess and maintain a valid class 'C' Texas Drivers License.
• All certifications and licenses must be current and valid.

PHYSICAL REQUIREMENTS:

• May be required to carry, hold, lift, push or pull a minimum of 25 lbs.
• Visual acuity.
• Speech and hearing.
• Hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.
• Subject to sitting, standing, reaching, and walking to perform the essential functions.
• Prolonged confinement to the immediate work area is required.

WORK ENVIRONMENT:

• Conducts work primarily in an office environment.

WORK HOURS:

• May be assigned varying shifts and days off, as necessary, to maintain adequate staffing of all shifts.
• May be required to work overtime to meet service demands and/or to maintain operational efficiency.
• Must be prepared to work any shift and assume scheduled days off if required.

This job description is not an employment agreement or contract.

Management has the exclusive right to alter this job description at any time without notice.

THE CITY OF HELOTES IS AN EQUAL OPPORTUNITY EMPLOYER