Under general supervision of the Communications Supervisor, performs specialized clerical and dispatching work for the City’s law enforcement, fire/rescue, City services, and non-emergency situations. Employees in this class monitor and coordinate telephone, radio, and teletype communications between unit personnel and among the general public. Position is responsible for receiving, processing, and disseminating information in an accurate and timely manner to provide expeditious response to emergency situations. Employees in this class perform considerable record maintenance functions requiring specialized knowledge of departmental rules and regulations, and apply acute attention to detail.

• Answer a multi-line phone system for both emergency and non-emergency calls. Acquire information and assess the circumstances, reassures the victim or caller, gathers required information and dispatches information to appropriate units. 
• Operate a multi-channel radio system and simultaneously input, retrieve, listen to and comprehend 9-1-1 and non-emergency calls and radio traffic while reading from both computer screens and printouts; receives and transmits pertinent information on all calls for services including those in progress; monitors activities of Police, Fire and other emergency medical services; maintains the location and call status of all emergency units. 
• Maintain communications with unit personnel in the field in order to conduct computerized searches through local, state and national databases; confirms stolen property and wanted/missing persons as well as enter data and operate computer terminals with specialized access through various automated data banks.
• Maintain records and data for items such as warrants, missing persons, stolen property and emergency protection orders by confirming information is correct, entering and modifying information in database and clearing information as applicable.
• Comprehend and apply City Ordinances, city and departmental policies and procedures as well as adhere strictly to the Department General Orders; Communicate courteously and clearly, verbally and in writing 
• Required to report for work punctually, work all scheduled hours, including shift work, weekends, holidays and any required overtime as deemed necessary. Must maintain a physical condition and standards necessary for the proper performance of duties, with or without accommodation. Regular and consistent attendance for the assigned work hours is essential.

 


MARGINAL FUNCTIONS

• Responds to general inquiries from the public, i.e., street locations, weather and road conditions, school scheduling, and power outages.
• Receives money for traffic fines, cash bonds, and after hour water payments.
• Performs general maintenance tasks for equipment, i.e., changing printer ribbons, filling paper, dusting, cleaning.
• Shreds unnecessary/outdated documentation as directed.
• Performs related work as required.

 
(Note: The examples of essential functions as listed in this class specification are not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning specific duties not listed herein if such functions are a logical assignment to the position.)
 

• Obtain listed certification within one (1) year of hiring date at Departmental expense:

Certifications: TCIC/NCIC, 9-1-1, Fire Service Dispatch, Texas Commission on Law Enforcement (TCOLE) Telecommunications Operator.
 

• High school diploma or GED; supplemented by minimum six (6) months experience in answering telephones and dealing with the public; or an equivalent combination of education, training, and experience. 

 Knowledge, Skills, and Abilities:

• Ability to listen and communicate effectively. 
• Ability to evaluate a situation and determine the appropriate level of response needed.
• Ability to work in a multi-tasking environment with constantly changing priorities. 
• Ability to handle stress, remain calm and function under circumstances that present life-threatening situations.
• Considerable knowledge of City/regional geography.
• Considerable knowledge of TCIC/NCIC operations and procedures and laws applicable to dispatch services performed.
• General knowledge of principles and procedures for utilizing data base information systems. 
• Ability to read, write, spell, and perform basic mathematical calculations, i.e., addition, subtraction, multiplication, and division.
• Ability to concentrate on assigned tasks/duties through many distractions, as well as process multiple calls simultaneously when circumstances warrant.
• Ability to operate general modern office equipment. 
• Ability to establish and maintain effective relations with supervisor, other departments, public agencies, the general public and fellow personnel.
• Ability to work in a confined area for 8 hours and remain seated for extended periods of time.
• Ability to wear an inner or outer ear headset for a period of 8 – 12 hours, each shift.

Physical requirements: 

• Tasks are essentially sedentary, with occasional walking, bending, light lifting, or other restricted physical activities.
• Tasks involve some physical effort, i.e., some standing and walking, or frequent light lifting (5-10 pounds); or minimal dexterity in the use of fingers, limbs, or body in the operation of shop or office equipment; may involve extended periods of time at a keyboard or work station.

Environmental requirements: 

• Tasks are routinely performed without exposure to adverse environmental conditions (e.g. dirt, cold, rain, and fumes).
• Tasks may require exposure to dust or pollen.

Sensory Requirements: 

• Tasks require visual perception and discrimination.
• Tasks require oral communications ability.
• Tasks require good listening abilities.

HIPAA Compliance Statement 

All employees who have access to health information whose confidentiality is protected by the HIPAA Privacy Rule must have an understanding and knowledge of the Privacy Rule that corresponds to their job responsibilities. Employees who violate the requirements of the HIPAA Privacy Rule will be subject to discipline, up to and including termination.