Communications Specialist

City of Denison; Denison (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

The City of Denison is seeking a dedicated 911 Dispatch position to support its Public Safety Communications Center. The role includes handling 911 and non-emergency calls, gathering caller information, and coordinating responders using CAD, TLETS, and RMS systems.

Ideal candidates will demonstrate calmness under pressure, strong customer service, and teamwork. Training will cover emergency protocols and system operations to ensure efficient public safety communications.

Qualifications

• High school diploma or equivalent required.
• Valid State Driver’s License required.
• Within 6 months, obtain Basic TCOLE Telecommunications Operator.
• Within 6 months, obtain NCIC/TCIC Operator certification.
• Within 6 months, obtain CPR and Emergency Medical Dispatch (EMD) certification.
• Within 6 months, obtain Telecommunications Device for the Deaf (TDD) and NIMS 100/200/700/800 compliance.

Responsibilities

• Answers and processes incoming 911 and non-emergency calls for assistance.
• Requests and obtains information from callers; determines the type of service required.
• Provides instructions to callers to stabilize patients and secure scenes.
• Operates CAD, RMS, TLETS and other telecom systems.
• Monitors incoming radio traffic and dispatches Police, Fire, EMS, and non-emergency responders to call locations.
• Maintains confidential information and accurate records.

Skills

Keyboarding

Phone etiquette

Customer service

Calm under pressure

Teamwork

Education

High School Diploma or equivalent

Valid Driver's License

Tools

TLETS

CAD

RMS

INCODE

NCIC/TCIC

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.

Essential Functions

The following duties are typical for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to demonstrate competence and satisfactory performance of these duties. Other duties may be required and assigned.

• 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.

Typical 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 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.