Communications Specialist

City of Denison; Denison (TX); On-site; USD 38,000 - 56,000; Full time

Job summary

City of Denison is seeking a Public Safety Dispatcher to handle 911 and non-emergency calls, provide calm, accurate instructions, and coordinate Police, Fire, and EMS responses from a fast-paced communications center.

The ideal candidate will deliver excellent customer service, maintain composure under stress, document calls in CAD, monitor radio traffic, and operate TLETS, RMS, and INCODE systems while supporting teamwork across City divisions.

Qualifications

• Must have a High School Diploma or equivalent
• Must possess a valid State issued Driver’s License
• Must be able to obtain Basic TCOLE Telecommunications Operator within 6 months
• Must be able to obtain NCIC/TCIC Operator within 6 months
• Must obtain Approved CPR Certification within 6 months
• Must obtain Emergency Medical Dispatch Certification within 6 months
• Must have Telecommunications Device for the Deaf
• Must be NIMS 100/200/700/800 compliant within 6 months

Responsibilities

• Answers and processes incoming 911 and non-emergency calls for assistance.
• Requests and obtains information from callers; determines the need and type of service required.
• Provide confidentiality in all processes and information obtained from various job functions.
• Provides 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 CAD system.
• Prepares, maintains, and submits various types of dispatch records and documentation.
• Monitors incoming radio traffic; dispatches Police, Fire, EMS, and/or non-emergency response personnel to appropriate call locations.
• Maintains communication with field units; monitors the location and safety of field personnel.
• Research and relay call information to responders; performs checks.
• Operates various types of telecommunications equipment, software programs and systems including TLETS, CAD and RMS, and INCODE.
• Inputs, updates, and verifies the accuracy of information in NCIC and TCIC systems; validates and confirms the status of entries.
• Assists in monitoring security cameras and National Weather Service Bulletins; disseminates information.
• Attends training and develops public safety communications knowledge and skills.

Skills

Customer service

Public safety communications

Multi-tasking

Teamwork

Calm under pressure

Education

High School Diploma or equivalent

Driver's License

Basic TCOLE Telecommunications Operator

NCIC/TCIC Operator

CPR Certification

EMS Dispatch Certification

Telecommunications Device for the Deaf

NIMS 100/200/700/800

Tools

CAD system

TLETS

RMS

INCODE

NCIC/TCIC access

Job description

Description

Performs a variety of dispatch duties on behalf of the City’s Public Safety 911 Communications Center; provides for the delivery of emergency and non-emergency services to the public; prepares dispatch records and documentation; operates various types of telecommunications equipment; and performs other related duties as assigned. Applicant must be able to provide excellent customer service to internal and external customers and promote teamwork among all City divisions.

Performs a variety of dispatch duties on behalf of the City’s Public Safety 911 Communications Center; provides for the delivery of emergency and non-emergency services to the public; prepares dispatch records and documentation; operates various types of telecommunications equipment; and performs other related duties as assigned. Applicant must be able to provide excellent customer service to internal and external customers and promote teamwork among all City divisions.

Examples of Duties

Essential Functions

• 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.
• Provide confidentiality in all processes and information obtained from various job functions.
• Provides 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 radio traffic; dispatches Police, Fire, EMS, and/or non-emergency response personnel to appropriate call locations.
• Maintains communication with field units; monitors the location and safety of field personnel.
• Research and relay call information to responders; performs driver license, vehicle registration, criminal background, and warrant checks; processes wrecker requests.
• Operates various types of telecommunications equipment, software programs and systems including Texas Law Enforcement Telecommunication System (TLETS), Computer Aid Dispatch System (CAD) and Records Management System (RMS), and Municipal Court Citation Maintenance systems (INCODE).
• Inputs, updates, and verifies the accuracy of information in the National Crime Information Center (NCIC) and Texas Crime Information Center (TCIC) systems; validates and confirms the status of entries.
• Assists in monitoring security cameras and National Weather Service Bulletins; gathers and disseminates related information to appropriate parties.
• Attends training and develops public safety communications knowledge and skills.
• Performs other related duties as assigned or required.
  

Knowledge Skills And Abilities

• Computer keyboarding, operation of a mouse and telephone handset
• Assisting in providing for the delivery of high-quality telecommunications services to the public
• Answering, processing, and accurately documenting calls for assistance.
• Operating various types of telecommunications equipment.
• Establishing and maintaining cooperative working relationships with other staff, City departments, outside agencies, emergency response personnel, and the public.
  

Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Typical Qualifications

MINIMUM REQUIRED QUALIFICATIONS

• Must have a High School Diploma or equivalent
• Must Possess a valid State issued Driver’s License
• Applicant must have the ability to obtain the following within 6 months of employment:
• Basic TCOLE Telecommunications Operator
• NCIC/TCIC Operator
• Approved CPR Certification
• Emergency Medical Dispatch Certification
• Telecommunications Device for the Deaf
• National Incident Management System (NIMS) 100, 200, 700, and 800 compliant

PREFERRED QUALIFICATIONS

• Experience is preferred, but not required as this is an entry- level position.
  

Physical & Work Environment

PHYSICAL AND WORK ENVIRONMENT

The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee’s supervisor or Employee Services.

• Work is performed in a public safety communications environment
• 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 emergency dispatch services is involved.
  

The City of Denison is proud to offer an array of benefits and wellness opportunities for employees.