The City of Cedar Park

Receives and records emergency and non-emergency calls from the public requiring law enforcement, emergency medical service (EMS), or fire protection; dispatches Police and Fire Emergency Services; and maintains logs for all calls and complaints; Uses a wide variety of complex technical programs and equipment and a high level of professionalism and emotional restraint to respond to the caller’s critical personal needs, while focusing on providing excellent customer service. Reports to the Emergency Dispatcher Supervisor.

The Position

• Receives and records incoming emergency and non-emergency calls on both the telephone and two-way radio (including animal control and 9-1-1 calls);
• Evaluates calls and dispatches appropriate field responders for emergency and non-emergency calls;
• Evaluates and directs non-emergency calls to appropriate staff, officers, and/or agencies;
• Monitors radio frequencies of field response personnel;
• Assists and answers questions from the general public;
• Gives directions to citizens and responders when necessary;
• Files and pulls local warrants for officers when needed;
• Performs computer-assisted and manual records checks for officers on individuals, locations, vehicles and other property, sometimes verifying warrants, suspended or expired license, or reports of stolen property with the originating agency;
• Reviews the department’s policies and procedures;
• Maintains, updates, and accesses various logs and computer data files of responder activities, including incident reports, accident reports, stolen or repossessed property logs, maps, shift logs, etc.;
• Performs data entry of logs and records regarding officer activities, including traffic stops, DWIs, suspicious vehicles, people and incidents, ensuring officer safety;
• Completes forms and reports as needed;
• Operates recording equipment for 9-1-1 and telephone calls;
• Assists Deaf and hard-of-hearing persons using a Telecommunications Device for the Deaf (TDD);
• Routinely runs diagnostic testing of various equipment within the Communications Center.
• Enters information regarding wanted and missing persons, stolen items, and protection orders into Texas and National Crime Information computer database, and validates information against reports;
• Files departmental records;
• Assists the general public with questions in person and over the phone, giving direction when needed; Alerts state and federal agencies of stolen vehicles and property, wanted and missing persons, etc., using TLETS computer system;
• Prints computerized forms for officers as necessary;
• Maintains files on repossessed automobiles;
• Works rotating shift work during evenings, nights, weekends, and holidays; may be required to work extended shifts; and will be subject to emergency callout(s); and
• Performs such other related duties as may be assigned.

Acceptable Experience, Training, Certifications and Licenses

Emergency Dispatcher Trainee:

• High School Diploma, or its equivalent.
• Possess a valid Telecommunications Operator License from the Texas Commission of Law Enforcement (TCOLE); or the ability to obtain the license within one (1) year of employment.

• High School Diploma, or its equivalent.
• At least 1-3 years’ experience in a high-volume call center or 9-1-1 dispatcher work environment; OR Any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
• Valid Telecommunications Basic or Intermediate Operator Certification from the Texas Commission of Law Enforcement (TCOLE); or ability to earn certification within one (1) year of employment.

• High School Diploma, or its equivalent.
• At least 4 to 7 years’ experience in high-volume call center or 9-1-1 dispatcher work environment; OR Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.
• Valid Telecommunicator Advanced Certification from the Texas Commission of Law Enforcement (TCOLE); or ability to earn certification within one (1) year of employment.

• High School Diploma, or its equivalent.
• At least 8 years’ experience in high-volume call center or 9-1-1 dispatcher work environment; OR Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.
• Valid Telecommunicator Master Certification from the Texas Commission of Law Enforcement (TCOLE); or ability to earn certification within one (1) year of employment.

• Communications Training Officer Certification
• Emergency Police Dispatcher Certification
• Crisis Communications Certification
• Active Shooter (Assailant) Training Course
• Monthly Continuing Education Certifications

Supplemental Information

Knowledge, Skills, and Abilities (KSAs):

• Knowledge of radio transmission procedures, Federal Communications Commission rules, City ordinances, and regulations governing operation of radio and telecommunications.
• Understanding of law enforcement business practices, cardiopulmonary resuscitation, and basic medical pre-arrival procedures.
• Active listener with attention to detail and information.
• Routine use of computers, radio and electronic data communications, various software applications, laptops, and standard office equipment.
• Excellent verbal and written communication with peers, staff, and public.
• accurately handle several items at one time during stressful situations.
• Ability to analyze information and formulate quick, effective, and reasonable responses.
• Maintain confidentiality and privacy of records.

• Repetitive use of a keyboard and laptop at workstation.
• Prolonged periods of sitting or standing at workstation.
• Will work varied shifts during weekdays, weekends, and holidays.

The City of Cedar Park strives to provide the best quality of life for its employees, the City provides a number of opportunities for all regular full-time employees to participate in group medical, dental, life insurance and long-term disability programs. Retirement options are provided by the Texas Municipal Retirement System (TMRS). Other programs such as paid vacation time, deferred compensation and educational assistance are also offered. Click here to view our benefits.