Emergency Dispatcher I/II/III

City of New Braunfels; United States; On-site; USD 33,000 - 38,000; Full time

Benefits offered by this job

2:1 retirement match

Paid volunteer time off – 16 hours per

Vacation accrual – up to 120 hours

Longevity pay after one year

Tuition reimbursement

Bilingual pay

Professional/personal development

Job summary

City of New Braunfels is seeking a skilled Emergency Dispatcher II/III to handle high-volume emergency and non-emergency calls. You will coordinate dispatch for Police, Fire, and EMS, gather details, and relay critical information to responders while adhering to NBPD policies and data systems.

The role requires English fluency, a GED or higher, and 40 hours of training biannually; Spillman CAD/RMS and TLETS/NCIC experience are preferred. Equal opportunity employer; bilingual pay available.

Qualifications

• High school diploma or GED, and 1 year of customer service experience or equivalent.
• Spillman CAD/RMS experience preferred.
• Typing test minimum 22 words per minute requirement.
• Some college education preferred.
• English reading, writing and speaking fluency required.
• Public safety dispatcher experience or equivalent can affect starting placement.
• Must maintain at least 40 hours of training biannually.

Responsibilities

• Provide dispatch services for multiple City departments and follow NBPD policies.
• Answer emergency and non-emergency calls, interview callers, prioritize and dispatch responders.
• Provide information, instructions and assistance to the public.
• Maintain records of incidents, resources and trends across agencies.
• Enter data in CAD, NCIC, and TLETS systems; generate reports.
• Maintain confidentiality of all records and information.

Skills

Customer service

Communication

Public safety dispatching experience

Typing 22 wpm

Education

High school diploma or GED

Some college

Tools

Spillman CAD/RMS

TLETS/NCIC systems

Job description

Department: Police Department Support Services FLSA Status: Nonexempt Hiring Salary: $23.80 - $27.73

Welcome, ‘ist das Leben schön!’ (Life is good!) At the City of New Braunfels, we seek out people ready to serve the community, plan for the future, and preserve our well-renowned natural beauty. Our five Core Values serve as a cornerstone of our work: Integrity, Service, Visionary Leadership, Stewardship of Resources, and Cultural Heritage. Do our values speak to you?

What we’re looking for: Under general supervision, responds to emergency and non-emergency calls for law enforcement, fire and emergency medical services; identifies and dispatches appropriate public safety units, and gathers and relays critical information.

Benefits & Total Rewards:

Our City team members are our most valuable asset! We offer Total Rewards when you join our team.

• Competitive medical, dental and vision insurance
• 2:1 match on retirement contribution
• Paid volunteer time off – 16 hours per year
• Vacation accrual starts at date of hire – up to 120 hours annually your first year
• Get paid to stay – longevity pay on top of your regular pay after one full year
• Tuition reimbursement program
• Bilingual pay offered
• Keep learning – professional and personal development training available

The responsibilities you’ll be trusted with:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provides dispatch services for multiple City departments; follows and complies with New Braunfels Police Department (NBPD) policies and procedures to assure the safety of Police Officers, Firefighters, other emergency services personnel, and the public.
• Answers incoming emergency and non-emergency calls; interviews callers and gathers details; prioritizes calls for service and determines appropriate personnel to respond; dispatches emergency responders; relays pertinent information to law enforcement and emergency services officers in a concise, organized, and understandable manner; notifies critical incidents to City personnel as required.
• Provides information, instructions and assistance to the public within scope of authority.
• Provides dispatch services for multiple City departments; keeps track of a wide variety of law enforcement and emergency services agencies, resources, personnel, incidents and trends.
• Provides detailed call information to officers as needed; maintains status and awareness of NBPD patrol unit locations; monitors message traffic and relays information to Officers.
• Performs inquiries and criminal history checks for Officers through National Crime Information Center (NCIC), and Texas Law Enforcement Telecommunications System (TLETS).
• Enters emergency assistance calls into the computer aided dispatch (CAD) incident logs; inputs law enforcement and criminal justice system information into the TLETS & NCIC computer system as directed; enters and processes data for records, reports, forms, and files; maintains and updates records, files, and system databases ensuring accuracy; queries databases, collects statistical data and compiles data for reports.
• Contacts and communicates with other law enforcement, agencies, jurisdictions, and emergency services agencies for additional information and resources as needed, and relays information regarding incidents; maintains a variety of law enforcement and emergency services agencies, resources, personnel, incidents, and trends.
• Receives and sends information to and from other agencies and jurisdictions.
• Maintains the absolute confidentiality of all records and information.
• Performs other duties as assigned or required.

Your areas of knowledge and expertise that matter most for this role Education and Experience:

• High school diploma or GED, AND one year of customer service experience, preferably in a high-volume call center; OR an equivalent combination of education and experience.
• Experience with Spillman CAD/RMS preferred.
• Must be able to pass a typing test with a minimum of 22 words per minute.
• Some college education is preferred.
• Must be able to read, speak, and write English fluently.
• Prior public safety dispatcher experience or an equivalent can determine placement within the assigned pay grade above minimum starting pay.
• Must maintain at least 40 hours of training biannually.

Emergency Dispatcher II additional experience and licensing requirements:

• Four (4) years of service as a public safety dispatcher and hold a TCOLE Advanced Telecommunicator License; or Five (5) years of service as a public safety dispatcher and hold a TCOLE Intermediate Telecommunicator License; or Combination of six (6) years of recognized Public Safety Dispatching experience and able to obtain a TCOLE Basic License within one year of employment.

Emergency Dispatcher III additional experience and licensing requirements:

• Eight (8) years of service as a public safety dispatcher and hold a TCOLE Master Telecommunicator License; or 10 years of service as a public safety dispatcher and hold a TCOLE Advanced Telecommunicator License; or Combination of 12 years of recognized Public Safety Dispatching experience and hold a TCOLE Intermediate Telecommunicator License.

Required Licenses or Certifications:

• Must obtain or be able to obtain a Texas Commission on Law Enforcement (TCOLE) Basic Telecommunicators License, certificates in Emergency Medical Dispatch, and TLETS/NCIC systems within one year of date of hire.

Knowledge, Skills and Other Requirements Ability to learn and follow City policies and procedures.

Police Department policies and procedures.

Personal computers, and related law enforcement communications equipment.

Local and regional geographical area, road systems, and the locations of landmarks and buildings.

Principles of record keeping, case files and records management.

Legal system and law enforcement agency terminology.

Applicable state and Federal rules, codes and regulations; Modern public safety principles, procedures, and operations.

Required Skill in:

• Handling multiple tasks simultaneously, under pressure, and in emergency and stressful situations.
• Obtaining accurate information from hostile or emotional callers.
• Communicating clearly and concisely and relaying details accurately.
• Recalling names, numbers, and locations, and reading maps quickly and accurately.
• Operating a personal computer utilizing specialized software and entering information into a computer system with speed and accuracy.
• Public relations and customer service.
• Effective communication, both verbal and written.

Your Work Environment:

Work is performed in a fast paced, high volume call center environment; subject to sitting, standing, bending, and reaching for extended periods of time; and ability to safely pull, push, lift, and carry items weighing up to forty (40) pounds. May be required to work immediately before, during or after an emergency or disaster.

NOTE: This position is designated safety and/or security sensitive.

Other Requirements:

This position requires maintaining absolute confidentiality of all records and information. Therefore, you will be required to submit to a pre-employment polygraph examination as part of the pre-employment screening process.

The City of New Braunfels is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.

In New Braunfels, 'ist das Leben schon!' (Life is good!).

At the City of New Braunfels, we seek out people ready to serve the community, plan for the future, and preserve our well-renowned natural beauty.

Our five Core Values serve as a cornerstone of our work: Integrity, Service, Visionary Leadership, Stewardship of Resources, and Cultural Heritage.

Do our values speak to you?