Under general supervision, performs various technical and staff support activities for the Police Department by answering incoming phone lines for both emergency and non-emergency numbers. Primary duties include, but are not limited to, processing and retrieving data from TCIC/NCIC System; monitoring incoming teletypes and other information as required by departmental and state guidelines; maintaining records in the Incode System for warrants by confirming information and marking served when required; and training new and existing employees in the regular course of daily responsibilities.

ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Works a variety of schedules in a 24-hour, 7 days a week Communications Center which includes nights, weekends, and holidays. Telecommunicators are considered essential personnel that must work through emergency situations including hurricanes and natural disasters.
• Operates radio systems for Police, Fire, EMS, Fire Marshal, and after-hour City services.
• Operates a computer-aided dispatch system in conjunction with a radio system to dispatch information for departmental officials while constantly monitoring and maintaining contact with all field units.
• Relays and updates necessary information to appropriate City Departments and public safety agencies.
• Answer incoming multiline Emergency 911 telephone calls and deliver lifesaving medical instructions when needed.
• Process and retrieve data from TCIC/NCIC Systems and monitors incoming teletypes and other information as required by departmental and state guidelines.
• Trains new and existing employees in the regular course of daily responsibilities.
• Maintains specialized training certificates and licenses.
• Performs other related duties as assigned by the Communications Shift Leader or other Management personnel.
• Supports the relationship between the City of Galveston and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; and performs other duties as required or assigned.
• Employees may at any time be required to work in order to provide for the safety and well-being of the general public, including the delivery and restoration of vital services, in the event of an emergency.

KNOWLEDGE AND SKILLS:

Knowledge:

• City organization, operations, policies, and procedures.
• Principles and practices of modern office systems.
• Law enforcement and public safety operations.
• TCIC/NCIC Systems and current City systems for teletypes and radio transmissions.
• Principles and practices of customer service.
• Business and personal computers; word processing and spreadsheet software; and other general office equipment and computer applications.

Skill in:

• Handling both emergency and non-emergency situations with diplomacy, fairness, firmness, and sound judgment.
• Understanding and applying City policies and procedures, and applicable state and federal regulations.
• Explaining City policies and procedures while exercising the highest degree of confidentiality.
• Performing basic mathematical calculations.
• Establishing and maintaining cooperative working relationships with all levels within the City.
• Communicating effectively verbally and in writing.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required.
• Six months to one year of related experience preferred.

• Ability to pass CritiCall computerized testing. CritiCall is software that tests dispatcher, call taker, and telecommunicator applicants for critical skills and abilities necessary for success in today’s complex and stressful dispatching environment.

LICENSE AND CERTIFICATION:

• Must have the ability to obtain Emergency Medical Dispatch Certification within one year of hire date.
• Must have the ability to obtain Basic Telecommunicator Certification from the Texas Commission on Law Enforcement (TCOLE) and have the ability to receive access from the National Crime Information Center. Please refer to the TCOLE website to determine if you are qualified to receive the required certification and licensing – https://www.tcole.texas.gov/.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

Work is performed in a standard office environment. May be required to lift and carry items weighing up to 10 pounds.