911 Calltaker/Dispatcher

Under general supervision, receives and responds to emergency and non-emergency calls for police, fire, and EMS services; enters and updates call information in the Computer Aided Dispatch (CAD) system; prioritizes and dispatches calls to appropriate emergency personnel while managing unit locations; and accesses, confirms, and maintains records through the National and Texas Law Enforcement Telecommunications Systems (NLETS/TLETS).

Qualifications:

ESSENTIAL JOB FUNCTIONS

Answer 9-1-1, 10-digit emergency, and non-emergency calls from citizens and agencies requesting Police, Fire, or EMS assistance. Determine the nature and priority of each call and accurately enter details into the Computer Aided Dispatch (CAD) system. Follow Emergency Medical Dispatch (EMD) protocols and operate emergency call equipment, including Telecommunications Devices for the Deaf (TTY/TTD). Train others in performing all essential functions of the role. Dispatch appropriate police, fire, and EMS units promptly and in accordance with policy, ensuring adequate citywide coverage. Monitor and respond to all radio traffic, updating call and unit status in real time. Coordinate communication with external agencies during emergencies and for warrant confirmations. Send, receive, and log teletypes to exchange criminal information with other agencies, maintaining accurate records. Accurately enter, update, and remove information related to suspects, victims, vehicles, warrants, and citations in local, state, and federal systems. Respond to requests for criminal justice information, history records, and warrant confirmations from officers and other agencies. Process and verify time-sensitive records including warrants, missing persons, protective orders, and stolen property. Ensure compliance with all department protocols and mandates, including those related to EMD, CPR, CALEA, TCOLE, NCIC, TCIC, and

CJIS. OTHER JOB FUNCTIONS

Coordinate referrals to appropriate internal departments, external government agencies, social service organizations, or utility providers as needed. On a nontypical basis, may perform other additional duties not listed in this description that are in alignment with the scope of essential job functions.

MINIMUM QUALIFICATIONS

Skill in thinking clearly and acting effectively in 9-1-1 emergency situations. Skill in making decisions with accuracy and astuteness. Ability to receive detailed information through oral communication, and to make fine discriminations in sound. Ability to obtain information required from distraught and irate callers. Ability to orally communicate effectively with a clear and understandable voice. Ability to transpose conversation/information in a logical order. Ability to receive and maintain certifications and/or licensing with the Emergency Medical Dispatch (EMD), Cardiopulmonary Resuscitation (CPR), Commission on Accreditation for Law Enforcement Agencies (CALEA), Texas Commission on Law Enforcement (TCOLE), National Crime Information Center (NCIC), Texas Crime Information Center (TCIC), and Criminal Justice Information Services (CJIS). Ability to learn and understand department procedures and operational mandates for Emergency Medical Dispatch (EMD), Cardiopulmonary Resuscitation (CPR), Commission on Accreditation for Law Enforcement Agencies (CALEA), Texas Commission on Law Enforcement (TCOLE), National Crime Information Center (NCIC), Texas Crime Information Center (TCIC), and Criminal Justice Information Services (CJIS). Ability to learn Texas Penal Code and traffic motor laws. Ability to listen/comprehend and articulate over radio transmitters. Ability to operate a variety of office equipment including, but not limited to 2-way radio, multi-channel radio, computer screen and keyboard and CAD system. Ability to perform a variety of physical skills including, but not limited to seeing, sitting, typing and writing. Ability to exert forces equivalent to lifting and pushing/pulling up to 30 lbs. Ability to type 35 words per minute. Ability to effectively operate keyboard, mouse and foot pedal. Ability to bend, kneel, squat, sit and stand. Ability to effectively use telephone headset and telephone receiver. Ability to have acceptable vision and visual endurance. Ability to maintain professional and courteous communications. Ability to maintain required certifications and licensing. Ability to work mandatory overtime with short notice to the extent allowable by policy and/or law. Requires shift work including days, evenings, midnights, weekends and holidays Qualifying Education and Experience High School Diploma or General Education Development (GED) Three (3) years of typing/data entry and customer-related experience Employment Screenings Required Criminal Background Check CJIS Fingerprint Background Check Drug & Alcohol Testing Health Performance Evaluation (HPE)/Physical Examination Psychological Exam