Communications Operator

Gfoat; Town of Texas, Northern (WI, KY); Hybrid; USD 22,000 - 39,000; Full time

Job summary

The City of Lake Worth/NWECC is seeking a Call Taker to support public safety operations. You will receive and prioritize emergency and non-emergency requests, notify appropriate personnel, and operate emergency communications equipment to ensure rapid response.

Responsibilities include coordinating police deployments, maintaining documentation, and assisting with information and guidance for officers. The role requires flexibility to work day and night shifts in a 24/7 environment.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service/public service experience in a fast-paced environment or equivalent.
• Ability to communicate clearly and professionally under pressure.

Responsibilities

• Receive and prioritize emergency and non-emergency requests for service.
• Notify appropriate personnel and operate emergency communications equipment.
• Assign calls to police units and coordinate deployment of resources.
• Maintain logs and provide information to officers and field personnel.
• Work in a 24/7 shift pattern and respond to critical issues as needed.

Skills

Customer service

Public service

Attention to detail

Teamwork

Education

High school diploma or GED

Job description

GENERAL SUMMARY

The purpose of this position is to perform a variety of complex duties in direct support of public safety personnel including receiving and prioritizing all emergency and non-emergency requests for service and for notifying appropriate personnel and operating emergency communications equipment and in a manner consistent with the mission and goals of the Northwest Emergency Communications Center (NWECC).

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from a Communications Supervisor in the Communications Center and Patrol Supervisors, to include the On-Duty Commander.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include but are not limited to the following:

• Provides excellent service to all members of the NWECC Communities, including City staff, the general public, and all other work contacts.
• Afford all citizens highly efficient and professional services
• Promote an attitude of friendliness, helpfulness, tact, understanding and caring in the performance of assigned duties
• Communicate cooperatively and openly with the community.
• Communicate openly within the organization; be a team player and offer mutual support to facilitate the accomplishment of higher goals of community protection and service over individual accomplishments. This same spirit of inter-organizational cooperation is caried further to cooperate with other law enforcement agencies and other governmental units.
• Receive information from the public, Law Enforcement Officers, various law enforcement agencies and other agencies in both emergency and non-emergency situations. Performs tasks simultaneously, such as listening to the radio, entering information into the Computer Aided Dispatch System (CAD), state and National systems and answering regular and/or 911 phone lines.
• Assigns calls to police units for necessary action, determining the appropriate units required for response. Coordinates when necessary, with patrol supervisors regarding deployment of personnel. Visually monitors video display terminals and actively listens to police radio frequencies to ensure connect status of officers and emergency personnel. Maintains contact with all units on assignment; maintains daily log of all field calls and units dispatched.
• Provides information to officers and field personnel expeditiously, including but not limited to, warrants, vehicles, drivers licenses, parole, and criminal history information. Interprets or clarifies coded responses from various systems for law enforcement, public safety, or other relevant parties. Confirms warrants with responsible agencies, receives and files warrants and updates status of warrants.
• Perform all other necessary job functions in the role of Call Taker, NCIC/INFO Channel and Police Dispatch.
  Prioritize emergency and non-emergency requests from citizens and departmental members; using established procedures and guidelines.
• Make quick decisions in emergency situations in the interest of citizens and department members. Coordinate Police, Fire & other city department resources to emergency and Non-emergency requests for assistance.
• Perform general clerical and support duties relative to Emergency Communications. Provide customer service to the public by providing information regarding departmental contact numbers, directing callers to the proper department and/or agency and providing general procedural guidance.
• Analyze data from the Texas and National Crime Information Center for completeness and accuracy to ensure adherence to local, state, and federal telecommunications regulations and promote awareness of civil liability.
• Supports the NWECC culture by assisting co-workers as needed with guidance and training. Maintains a high level of confidential and sensitive information in a discrete and professional manner.
• Able to work in a 24/7 work environment (weekends, holidays, inclement weather) and any shift (day or night). Must be available to respond to critical issues during non-business hours.
• Other duties as assigned.

MINIMUM JOB REOUIREMENTS EDUCATION AND EXPERIENCE

• High school diploma or GED
• One year of customer service/public service experience in a fast-paced environment or the equivalent combination of education, training, and experience which provides the requisite knowledge, skills and abilities for the job.

LICENSES AND CERTIFICATES

• Must possess a valid Class C Texas driver license
• Must possess a valid TCOLE Basic Telecommunicator License

PHYSICAL ABILITIES

Ability to see, hear, and smell; read, write and comprehend the English language; demonstrate effective communication of ideas both verbally and in written form using the English language; communicate in the English language under strained circumstances; stand and walk for extended periods of time; rise and kneel unaided; coordinate two or more physical operations simultaneously; control emotions under stressful conditions; interact with coworkers to accomplish work; show independence and autonomy; satisfactorily perform duties under time constraints; make quick and sound decisions in stressful situations; understand and follow City/Departmental policies, rules and regulations, identify and distinguish between primary colors, pass a background investigation by the Lake Worth Police Department; pass a medical examination, polygraph and/or drug screen, and fingerprint check if required by the City of Lake Worth and/or the State of Texas; demonstrate basic mathematical ability in addition, subtraction, multiplication and division; lift objects of varying weights above head; and work around electrical hazards in instances of storms.

The City of Lake Worth is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (ADA), the City of Lake Worth will provide reasonable accommodations to qualified individuals with disabilities.