Emergency Communicator II (911 Dispatcher)

City of Lakeland; Lakeland (FL); Sur place; USD 42 000 - 60 000; Plein temps

Résumé du poste

City of Lakeland is seeking a skilled Public Safety Dispatcher to operate a consolidated PS CPC and Enhanced 911 center. You will handle emergency and non-emergency calls, determine responses, and coordinate with Police, Fire, hospitals and other agencies.

The position requires calm, sound judgment under stress, 12-hour shifts, and willingness to work overtime to ensure continuous public safety coverage. Must meet Florida certification and pass background checks.

Qualifications

• High school diploma from an accredited school or its equivalent.
• Must possess and maintain a valid driver’s license.
• Must maintain State of Florida Public Safety Telecommunicator certification.

Responsabilités

• Operates a multi-line telephone to answer incoming calls, interviews callers to determine the nature of the request, classifies the request, and determines the response needed.
• Operates the Florida Crime Information Center (FCIC) computer terminal to access other agencies, obtain information, or input information about ongoing investigations.
• Operates a radio console to inform/dispatch the proper Police/Fire personnel and equipment to scenes of emergencies or crime.
• Utilizes the Computer Aided Dispatch System to notify the dispatch of service requests, to maintain control, and to record the activities of all dispatches or calls for service.
• Maintains required logs, records, and forms for enhanced 911 PSAP operations.

Connaissances

Public safety knowledge

Radio system operation

Calm under pressure

Formation

High school diploma

Outils

Computer Aided Dispatch System

FCIC terminal

Radio console

Description du poste

General Description Of Class

This is skilled telecommunications work of more than average difficulty in the operations of equipment associated with a consolidated Public Safety Communications Center and enhanced 911 Public Safety Answering Point. Work involves operating equipment to receive and/or respond to emergency and non-emergency requests for assistance/information on a shift in a seven-day-per-week, 24-hour-per-day operation. The nature of this work requires the exercise of initiative, the use of independent and sound judgment in handling emergency situations, and the ability to function calmly under extreme stress in potentially life-threatening situations.

This posting will close after the receipt of the first 75 qualified applicants or Wednesday, October 21, 2026 at 4PM EST whichever comes first.

Essential Functions

• Operates a multi-line telephone to answer incoming calls, interviews callers to determine the nature of the request, classifies the request, and determines the response needed.
• Contacts ambulance services, hospitals, wrecker services, and other agencies.
• Directs calls to proper departments and answers routine questions.
• Operates a complex Computer Aided Dispatch System, which functions for both Police and Fire Emergency Response, handling approximately 500 calls for service daily.
• Operates the Florida Crime Information Center (FCIC) computer terminal to access other agencies, obtain information, or input information about ongoing investigations.
• Operates a radio console to inform/dispatch the proper Police/Fire personnel and equipment to scenes of emergencies or crime.
• Utilizes the Computer Aided Dispatch System to notify the dispatch of service requests, to maintain control, and to record the activities of all dispatches or calls for service.
• Trains newly hired personnel assigned to them and submits weekly written evaluations.
• Operates an enhanced 911 Public Safety Answering Point position, maintaining all required logs, records, and forms, and assists in submitting all required reports according to federal and state law.
• Makes decisions based on knowledge of City, state, and federal law that could affect lives and property.
• May be required to participate in and/or facilitate training to support departmental or City initiatives and requirements.
• Required to work 12-hour shifts and mandatory overtime as required for staffing needs on midnight or day shifts, as determined by department needs.
• Required to work overtime or alternate hours as necessary for the efficient operation of the department.
• Position is designated as Emergency and Essential.

Additional Functions

• This role has emergency response responsibilities, though it may not be considered essential during an emergency event. This position is subject to recall around the clock for emergency response operations, which may require irregular work hours, work at locations other than normal work locations, and may include duties other than specified in the employee’s official job description. Assignments in support of emergency operations may be extensive in nature, with little advance notice, and may require employees to relocate to emergency sites with physically and operationally challenging conditions.
• May serve as the Emergency Communications Supervisor in his/her absence.

Qualifications (education, Training And Experience)

• High school diploma from an accredited school or its equivalent.

SPECIAL REQUIREMENTS

• Must possess and maintain a valid driver’s license.
• Must possess and maintain a valid telephone number.
• Must maintain State of Florida Public Safety Telecommunicator certification.
• May be required to pass an elevated background check provided by the City of Lakeland Police Department upon hire.

Knowledge, Skills, Abilities

KNOWLEDGE

• Public safety organizations and operations.
• Operating characteristics, practices, and procedures of the equipment associated with a Public Safety Communications Center/Enhanced 911 Public Safety Answering Point.
• Human relations and established practices as applied to the workforce.
• General office equipment and telephone practices, procedures, and equipment.
• Names and locations of streets and principal buildings in the City, or the ability to rapidly acquire such knowledge in a reasonable period.

Abilities

• Deal effectively and harmoniously with other employees, agencies, and the public.
• Interpret and apply written policies and oral directives.
• Keep records and perform routine clerical work.
• Learn, within a reasonable period, the applicable procedures, techniques, and regulations involved in the operations of a Police/Fire Communications Center.
• Operate a two-way radio system and communicate effectively with personnel in the field.
• Read, write legibly, and speak English fluently.

Working Environment/Physical Requirements

• Sedentary work that involves walking or standing some of the time, exerting up to 10 pounds of force regularly, and routine keyboard operations.
• Risks exposure to operating under adverse and emergency conditions.
• Normal visual acuity, field of vision, hearing, speaking, color perception, sense of taste, sense of smell, depth perception, and texture perception.

This job description outlines the general nature and level of work and is not intended to be an exhaustive list of duties or qualifications. Management reserves the right to modify or assign additional responsibilities as needed.

Required Documents

• DD214 Military Discharge (if applicable)

The City of Lakeland is an Equal Opportunity/Equal Access Employer and a Drug Free workplace.

City of Lakeland

2026 Summary Sheet

Annual Leave

Annual leave is accumulated bi-weekly and based upon years of service as follows:
Annual leave may be taken as earned by employees hired after January 1, 1989. Employees hired prior to that date use annual leave within the calendar year following the year the leave is earned. All employees may carry over up to a maximum of twenty (20) days at the end of the calendar year. Regular part-time employees who work at least twenty (20) hours per week accrue annual leave at the rate of four (4) hours per month.*

• NOTE: REGULAR employees with a working day other than eight (8) hours, please contact your supervisor regarding these policies.

Sick Leave

Sick rate is accrued biweekly based upon years of service and standard hour classification. Eligible for use as soon as earned. Regular part-time employees who work at least twenty (20) hours per week accrue sick leave at the rate of four (4) hours per month.

Sick Leave Pool

Allows employees to receive sick leave benefits in cases involving catastrophic or long-term illnesses or injuries after all personal leave time has been depleted. Regular full-time employees contribute eight (8) hours and Regular part-time employees contribute four (4) hours on an annual basis. Employees must have completed one full year of service on or before December 31st of the calendar year enrollment; and have accumulated at least forty (40) hours of sick time (twenty (20) hours for Regular part-time employees). Participation in this program is voluntary. For more information contact Amanda Kaiser at 834-8768.

Family & Medical Leave

Federal legislation guarantees up to twelve (12) weeks per year off work under certain circumstances outlined in the policy manual. The employees must have been employed by the City for at least twelve (12) months and have at least 1,250 hours of service during the 12-month period before the requested leave. The City will continue its group life and health insurance for an employee on leave at the same level and under the same conditions that existed while the employee was working. For more information contact Dawn Justice at 834-6038.

Pension Plan

Provision for retirement income requiring mandatory participation for full-time regular employees.

Defined Benefit Plan

Plan C Employee 4.52%
Employer 15.54%

Defined Contribution Plan

Executives, New Hires aged 52 and older, and Fire/Police Recruits
Employee 8.5% or 11% per election upon hire
Employer 15.54%

Deferred Compensation 457 Plan

A voluntary plan that is invested in mutual funds. The Employees' Pension Board performs the due diligence on the mutual funds. Employees may reallocate their account at any time.
Maximum contribution for 2026 is $24,500; employees age 50 or older can also add a "catch‑up" amount of $8,000; employees age 60-63 can also add a "catch‑up" amount of $11,250.
Additionally, a match of up to 5% of salary is offered by the City in Plan C.

Holidays

Twelve (12) holidays, includes one (1) personal floating holiday to be used at any time after three (3) months of employment and prior to the end of the calendar year.

Funeral Leave

Up to three (3) days off with pay due to death of an immediate family member (as defined in the policy manual). Up to four (4) hours off with pay may be obtained through supervisor approval to attend local funeral services of persons other than immediate family.

Jury/Witness Duty

Employees required to serve on jury duty will be relieved of responsibility for their regular work shift or portion thereof and receive full pay while serving. All fees received for such service may be retained by the employee. Employees subpoenaed to any civil or criminal court proceeding, which employee is not personally or monetarily interested, shall be paid as if engaged in regular work activities.

Military Leave

Allows for up to 240 hours in any one calendar year for annual military training without loss of pay or benefits for any employee in some type of reserve status for the United States Armed Forces. (see policy manual for additional information).

Maternity Leave

Refer to Family & Medical Leave for those employees who qualify. Others may take up to three (3) months leave of absence available upon approval of the Department Head. Employees may opt to utilize any combination of paid (sick or annual leave) or unpaid leave.

Leave of Absence Without Pay

Written requests are subject to approval by Department Head and City Manager or designee for less than ninety (90) days. Requests for more than ninety (90) days also require Civil Service Board approval for employees in a Civil Service classification.

Longevity Pay

Tuition Reimbursement

Program provides employees up to $2,500 per fiscal year (October 1 through September 30) for reimbursement of tuition of approved college, university, vocational, or correspondence classes upon completion with a grade of "C" or better in credit courses only. Full reimbursement is given for courses and fees, upon approval. The program does not include reimbursement for cost of books, supplies or other related expenses. For more information, contact Melissa Yelnick at 834-6844.

Suggestion Awards

A program designed to provide a consistent and organized method for employees to submit and be rewarded for constructive ideas for improvement. Maximum award is $1000. For additional information, contact Employee Engagement and Development at 834-6837.

Direct Deposit of Paycheck

(refer to handout in new employee folder) An account must be established with the institution of your choice prior to signing up for direct deposit.

Uniforms/Equipment

Uniforms issued at no cost to employees for those job classifications which require them. Equipment is issued to employees at either no cost or discounted cost depending on job classification.

Parking

Free while at work.

Break Periods

Employees may be permitted two (2), fifteen (15) minute breaks during the workday. The time shall be at the discretion of the supervisor.

For Information on Health Insurance, Dental, Vision, and Life Insurance please contact Benefits at 834-6797.

For Information on Retirement Benefits, contact the Retirement Services at 834-8765 or 834-8797.

For Information on Firefighter and Police Officer Retirement Benefits, contact Foster & Foster at 239-333-4872.