Communications Officer (Dispatch)

City-of-Rowlett; Rowlett (TX); On-site; USD 51,910 - 71,679; Full time

Job summary

City of Rowlett is seeking a Communications Dispatcher to handle 911 and non-emergency calls, coordinate Fire/Police/EMS responses, and relay critical information via two-way radio and CAD. The role requires staying calm under stress, clear speech, and precise data entry while maintaining logs and coordination across multiple agencies.

Essential qualifications include a high school diploma or GED and the ability to obtain state dispatcher certification within one year.

Qualifications

• High School Diploma or GED required.
• Must obtain state dispatcher certification within one year of hire.
• Experience with CAD and public safety communications preferred.

Responsibilities

• Answers 911 emergency and non-emergency lines.
• Gathers essential information and determines needed Fire/Police equipment.
• Contacts field personnel via radio and relays critical data.
• Monitors CAD, radios, alarms, and maintains logs and records.
• Maintains professional, calm conduct and works under stress.

Education

High School Diploma or GED

State dispatcher certification within 1 year

Tools

CAD system

Two-way radio

Microsoft Office

TDD phones

Job description

Under direct supervision of a Communications Shift Supervisor, operates equipment and coordinates all emergency and non-emergency calls coming into the Police Department for Police/Fire/EMS services. Position requires constant contact with the public in stressful situations that require the ability to remain calm, think clearly, use good judgment, and have clear, understandable speaking skills.

FY2026 Step Pay Plan:

• Step 1 $51,909.96
• Step 2 $55,204.75
• Step 3 $58,499.54
• Step 4 $61,794.34
• Step 5 $65,089.13
• Step 6 $68,383.92
• Step 7 $71,678.71

Step increases are given annually on the employee's position date.

Lateral pay up to Step 3 ($58,499.54) will be considered for those with qualifying experience.

Recruitment Process:

• Applications will be reviewed as they are submitted.
• Criminal Database Check: If your applications is selected to advance, candidates will be contacted for more information in order to perform a thorough criminal database check.
• CritiCall Testing: CritiCall testing will be scheduled following the criminal database check.
• Communications Center Observation: Upon passing the CritiCall testing, candidates will be contacted to schedule a 4-hour observation time of the Rowlett Communications Center.
• Personal History Statement: After observing, candidates will be given a Personal History Statement packet to be completed and returned by a specified date.
• Interview: Interview will be scheduled after the Communications Manager reviews the Personal History Packet
• Final Personal History Statement Review: Performed by hiring Lieutenant and Background Investigator.
• Psychological Evaluation and Polygraph Testing.
• Conditional Offer of Employment and Tentative Start Date.

Essential Job Functions:

• Answers 911 emergency phones lines and non-emergency lines.
• Obtains necessary information about emergencies or complaints. Determines what Fire or Police equipment is needed on the scene.
• Contacts police officers and fire personnel in the field via two-way radio and relays emergency information and pertinent data.
• Monitors various Police, Fire and City radio frequencies; operates a Computer Aided Dispatch system (CAD) to maintain accurate dispatch records; transmits relevant information to field officers as requested; notifies off-duty and on-call personnel when additional manpower is needed.
• Monitors teletype for severe weather bulletins; broadcasts warnings over radio channels. Monitors city alarm systems; performs periodic tests on police and fire radio and warning equipment; files and maintains various communication logs and records; monitors closed circuit television equipment; updates and maintains various databases in the CAD system.
• Performs other duties as assigned. Regular, reliable, and non-disruptive attendance is an essential function of this position, as is the ability to create and maintain professional, harmonious working relationships with others

Minimum Requirements:

• High School Diploma or GED required; related experience with computer aided dispatch systems in a public safety position preferred.
• General knowledge of office procedures such as filing and records maintenance; computer skills in Microsoft Office applications; ability to read, interpret and apply operating manuals and other reference materials.
• Knowledge of two-way radio, multi-line telephone system, Telecommunications Devices for the Deaf (TDD) phones, 911 equipment, and CAD; ability to successfully pass a simulated dispatch test with an overall score of 80%, and a minimum score of 4004 keystrokes per hour (KPH); speak clearly and concisely; ability to exercise good judgment and make sound decisions under stress; ability to effectively communicate with and elicit information from distraught and irate citizens; ability to coordinate a number of activities at the same time under intense stress.

Other Requirements:

• Valid driver's license required.
• Must have and maintain a good driving record in accordance with the driving standards as established by the City of Rowlett.
• Must report all traffic citations to his/her departmental Director or his/her designee within two working days of receipt.
  Must obtain state dispatcher certification within one year of hire as a condition of continued employment.
• Must attend in-service training, which includes CPR, 40 hours of annual Texas Commission on Law Enforcement (TCOLE) training, and other mandated courses.
  Must be able to work a variety of shifts as assigned, including days, evenings, nights, weekends and holidays.
  

Work is performed primarily in a climate-controlled office environment; physical demands are sedentary in nature and include sitting for long periods of time and constant interaction with a computer.