911 Telecommunicator

Hot Springs Village; Hot Springs, Northern (AR, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Hot Springs Village is seeking a 911 Telecommunicator to receive, process and prioritize calls for Police and Fire services in a 24/7 communications center. The role requires calm decision-making, rapid information gathering, and accurate documentation in the CAD system.

Applicants must complete background checks, obtain certifications within 1 year, and perform duties in a high-stress environment while coordinating with multiple agencies and field units.

Qualifications

• High school diploma or equivalent required.
• Pass a comprehensive background check.
• Obtain required certifications within 1 year: ACIC/NCIC, Basic Telecommunicator, FEMA IS-100/200/700/800.
• Minimum typing speed of 35 words per minute.
• Basic computer proficiency and ability to learn multiple software systems.

Responsibilities

• Receive and process incoming 911 and non-emergency calls for Police and Fire services. Medical calls are transferred to EMS providers.
• Determine call priority and respond based on caller information.
• Document all calls for service in the CAD system (Motorola Flex).
• Dispatch police and fire personnel via radio and manage multiple channels.
• Coordinate field unit activity and provide updates as information becomes available.
• Prioritize officer and public safety in all communications; ensure timely information dissemination.
• Communicate with local, state, and federal agencies via radio, telephone, and ACIC/NCIC.
• Perform inquiries into ACIC/NCIC and other databases in compliance with CJIS/state regs.
• Maintain confidentiality of all criminal justice information.
• Support during critical incidents (fires, severe weather, large-scale emergencies).
• Complete required training before operating independently.

Skills

Calm under pressure

Verbal communication

Active listening

Multitasking

Attention to detail

Radio procedures

Public safety communication

Education

High school diploma or equivalent

Job description

The 911 Telecommunicator is responsible for receiving, processing, and prioritizing emergency and non-emergency calls for service and dispatching appropriate public safety resources. This position supports law enforcement and fire operations by maintaining accurate communication, coordinating field response, and ensuring officer and public safety through effective information management.

The Telecommunicator operates within a 24-hour communications center and must perform in high-stress, fast-paced environments requiring critical thinking, multitasking, and sound decision-making.

Essential Duties and Responsibilities

The following duties are representative of the position and are not intended to be all-inclusive:

• Receive and process incoming 911 and non-emergency calls for Police and Fire services. Medical calls are received and transferred to the appropriate EMS provider.
• Determine call priority and appropriate response based on information obtained from callers. Maintain control of the call to gather accurate, relevant, and actionable information.
• Accurately document all calls for service in the Computer Aided Dispatch (CAD) system (Motorola Flex), ensuring entries are concise, timely, and support responder safety and situational awareness.
• Dispatch police and fire personnel via radio in a clear, calm, and professional manner. Monitor and manage multiple radio channels while maintaining control of radio traffic.
• Coordinate field unit activity, track unit status, and provide updates or critical information as it becomes available.
• Prioritize officer safety and public safety in all communications, ensuring timely dissemination of critical information.
• Communicate and coordinate with local, state, and federal agencies via radio, telephone, and ACIC/NCIC systems.
• Perform inquiries and entries into ACIC/NCIC and other law enforcement databases for warrants, criminal history, missing persons, and stolen property in compliance with CJIS and state regulations.
• Maintain confidentiality and security of all criminal justice and sensitive information.
• Provide support during critical incidents, including but not limited to structure fires, severe weather events, and large-scale emergencies.
• Successfully complete all required training, including field training, classroom instruction, and certification programs, prior to operating independently.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent required
• Must be able to pass a comprehensive background investigation and criminal history check
• Ability to obtain and maintain required certifications within 1 year of employment:
  • ACIC/NCIC certification
  • Basic Telecommunicator Certification
  • FEMA IS-100, 200, 700, 800
  • In-house New Hire Orientation
• Minimum typing speed of 35 words per minute
• Basic computer proficiency and ability to learn multiple software systems

Knowledge, Skills, and Abilities

• Ability to remain calm, think clearly, and act decisively in high-stress and emergency situations
• Strong verbal communication skills with the ability to speak clearly and effectively
• Excellent listening skills and the ability to extract critical information from callers
• Ability to multitask, prioritize competing demands, and manage multiple incidents simultaneously
• Ability to translate incomplete, emotional, or disorganized information into clear and actionable communication
• Working knowledge (or ability to learn) radio procedures, dispatch protocols, and public safety operations
• Strong attention to detail and commitment to accuracy in documentation and data entry

Work Environment and Conditions

• This position operates in a 24/7 emergency communications center
• Telecommunicators work 12-hour shifts on a rotating 3-2-2-3 schedule
• May require overtime, call-back, or extended hours during critical incidents or staffing shortages
• Work is performed in a fast-paced, high-stress environment with frequent interruptions

Physical and Mental Demands

• Ability to sit for extended periods of time
• Ability to hear and understand speech over telephone and radio equipment
• Ability to speak clearly and effectively for extended periods
• Ability to read and interpret information from computer screens and written documents
• Ability to process information quickly and make decisions under pressure
• Ability to manage exposure to traumatic or high-stress situations

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may be modified as needed by the department.