Emergency Communications Officer - 911 Dispatcher

City of Hoover; Hoover (AL); On-site; USD 29,572 - 42,118; Full time

Job summary

The City of Hoover is seeking an Emergency Communications Officer responsible for receiving and processing emergency and non-emergency calls. This role requires operating various communication equipment to relay critical information to public safety agencies, maintaining professionalism in high-stress situations, and providing exceptional customer service. Candidates must possess a High School Diploma or GED, with experience in customer service preferred. Bilingual abilities in Spanish and an Associate's degree in a related field are beneficial.

Qualifications

• Must have a valid driver's license and city driver's permit.
• Ability to pass a thorough background check and pre-employment screenings.
• Capable of working varied shifts including nights and weekends.

Responsibilities

• Answer emergency and non-emergency calls and route them appropriately.
• Dispatch police, fire, and EMS units as needed.
• Maintain communication with field units and monitor their status.

Skills

Customer service experience

Computer operation skills

Bilingual (Spanish)

Education

High School Diploma or GED

Associate’s degree in relevant field

Tools

Computer Aided Dispatch (CAD)

Multi-line phone system

Job description

Overview

Starting Salary: $26.02

Qualifications

• High School Diploma or GED
• One (1) year or more of full-time experience in customer service, administrative, clerical, IT, public safety, or related field
• Ability to operate a computer and navigate various computer programs and/or systems
• Ability to successfully pass keyboarding and job simulation test
• Must successfully obtain APCO Public Safety Telecommunicator 1 (PST 1), APCO Emergency Medical Dispatch (EMD), and American Heart Association BLS CPR certification before completion of training
• Valid driver's license and ability to obtain/maintain City of Hoover Driver's Permit
• Ability to pass a thorough background check process and pre-employment screening
• Ability to work varied shifts including nights, weekends and/or holidays

Preferred Qualifications:

• Experience as a dispatcher, telecommunicator, or similar role with a public safety or emergency medical agency
• Associate’s degree or higher in Emergency Management, Criminal Justice, Public Administration, Business Administration or related field
• Ability to read, write, and converse in Spanish.

Responsibilities

• Answer emergency and non-emergency calls, gather necessary details, verify caller location and phone number, and ensure all calls are routed appropriately.
• Dispatch police, fire, and EMS units following established procedures.
• Maintain consistent radio communication with field units, providing updates and monitoring their status throughout the incident.
• Track and document all unit activity in the CAD system. Handle TDD/TTY/RTT calls for the hearing-impaired community, ensuring accurate and efficient communication.
• Operate the multi-line phone system, CAD, mapping systems, and other necessary equipment.
• Perform daily checks of all systems and report any malfunctions or issues to the supervisor immediately.
• Accurately enter call information, dispatch details, and responder activity into the CAD system.
• Keep detailed logs of all radio traffic and updates throughout each shift.
• Complete and submit required forms and reports.
• Assist other departments or agencies as needed and handle additional administrative duties as assigned.
• Maintain effective communication with supervisors, co-workers, and outside agencies.
• Provide excellent customer service to the public in all interactions, maintaining a professional demeanor even in high-pressure situations.
• Performs other related duties as directed.

Supplemental Information

This is a safety-sensitive position responsible for receiving and processing emergency and non-emergency calls for police, fire, and medical assistance. The Emergency Communications Officer (ECO) operates communications equipment to relay critical information to appropriate public safety agencies while maintaining professionalism and accuracy in high-stress situations. The ECO is also responsible for monitoring and managing radio traffic, keeping accurate records in the computer-aided dispatch (CAD) system, and ensuring the smooth coordination of emergency responses.