9-1-1 Calltaker - Public Safety Communications

City-of-Longvie; Longview (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

City-of-Longvie in Longview, TX seeks an entry-level Public Safety Communications Operator to handle 911 and non-emergency calls, perform data entry in CAD, and dispatch Fire/EMS/Police as needed. The role emphasizes calm communication, accurate information gathering, and adherence to safety protocols.

Shifts are 12 hours with four on staff, and all duties support city public safety operations. Requirements include High School Diploma or equivalent, and within six months: Basic TCOLE

Qualifications

• High school diploma or equivalent (entry level).
• No prior experience required.
• Availability for 12-hour shifts and stressful environment.

Responsibilities

• Answer and process incoming 911 and non-emergency calls.
• Obtain information from callers to determine service needs.
• Provide pre-arrival instructions to stabilize patients or secure scenes.
• Document call information in CAD and dispatch appropriate responders.
• Monitor radio traffic and coordinate Police/Fire/EMS/Animal Control.
• Maintain safety and relay information to field units.
• Participate in training and comply with policies.

Skills

Communication skills

CAD data entry

E911 system operation

Public safety dispatch knowledge

Education

High school diploma or equivalent

Tools

CAD system

E911 phone system

Telecommunications equipment

Job description

Receives emergency and non-emergency telephone calls on behalf of the City’s Public Safety Communications Center; processes requests for information or assistance, assists with data entry related to public safety record keeping; provides for the delivery of emergency Fire/EMS responses; provides for the delivery of Animal Control Services and other related duties as assigned.

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Answers and processes incoming 911 and non-emergency calls for assistance from the public.
• Requests and obtains information from callers; determines the need and type of service required.
• Provides detailed pre-arrival instructions to callers necessary to assist in stabilizing patients and/or securing potential crime scenes.
• Applies professional communication techniques to calm hysterical, irrational, or irate callers.
• Documents and enters call information into the Computer Aided Dispatch (CAD) system.
• Prepares, maintains, and submits various types of dispatch records and documentation.
• Monitors incoming Fire/EMS and ACO radio traffic; dispatches Police, Fire, EMS, and Animal Control personnel to appropriate call locations.
• Maintains communication with field units; monitors the location and safety of field personnel.
• Researches and relays call information to responders.
• Operates various types of telecommunications equipment, software programs and systems including E911 phone systems, Fire Records Management Software, and digital audio recorder.
• Assists in monitoring security cameras, Doppler Radar, and National Weather Service Bulletins; gathers and disseminates related information to appropriate parties.
• Provides referral services/support to other City departments including Public Works, Streets, Sanitation, Environmental Health, Transit, and the Municipal Court.
• Attends training and develops public safety communications knowledge and skills.
• Maintains compliance with established Public Safety Communications policies and procedures.
• Performs other related duties as assigned or required.

Education and Experience:

High School Diploma or equivalent; no experience is required as this is an entry-level position.

Required Licenses or Certifications:

• Basic TCOLE Telecommunications Operator, NCIC/TCIC (Less Than Full Access) Operator, TTY, EMD, CPR, and National Incident Management System (NIMS) IC certifications are required within six months of employment.
• Must possess a valid Texas Driver’s License.
• Completion of the Longview Public Safety Communications Training Program.

• Work is performed in a public safety communications environment, working 12 hour shifts that require four (4) employees to be on staff at all times.
• Subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 40 pounds.
• Exposure to high levels of stress and emotional/psychological challenges common to the delivery of safety sensitive emergency dispatch services is involved.