Lead 911 Dispatcher

City of Waxahachie; Waxahachie (TX); On-site; USD 52,000 - 64,000; Full time

Job summary

The City of Waxahachie is seeking an experienced supervisor for the 911 Communications Center to lead a dispatch shift and ensure rapid response to critical incidents.

The position requires strong supervisory skills, multitasking, and knowledge of police dispatch operations, with an emphasis on safety, accuracy, and effective communication with field units and the public.

Qualifications

• High school diploma or GED required.
• Two years of dispatching experience required.

Responsibilities

• Supervise dispatchers on assigned shift.
• Oversee organization, staffing and operations for a dispatch shift.
• Identify opportunities to improve service delivery methods and procedures; identify resource needs; implement improvements.
• Review the work plan for assigned dispatch services and activities on assigned shift; assign work activities and projects; monitor workflow; meet with employees to resolve problems.
• Receive emergency service calls; determine nature, location and priority; dispatch units as necessary.
• Maintain contact with units via two-way radio; update status and location of units; provide directions to responding units.
• Coordinate information with other agencies via teletype; coordinate wreckers as needed; operate TDD as needed.
• Answer non-emergency calls; take reports; assist with after-hours emergencies and burglar alarm processing.
• Communicate with walk-ins; provide information; process burglar alarm calls; assist with inmate care in city jail.
• Enter and retrieve information from NCIC/TCIC and other criminal information systems.
• Maintain written records; process shift reports; distribute records to sworn personnel.
• Adhere to safe work practices and procedures.
• Respond to public inquiries; resolve complaints efficiently.
• Perform other duties as assigned.

Skills

Supervision

Multi-tasking

Communication

Record keeping

Problem solving

Education

High School diploma or GED

Tools

Two-way radio

NCIC/TCIC access

TLETS knowledge

Teletype/TELETEX

Job description

INTERNAL CANDIDATES ONLY

While this position is scheduled to close on 10/01/2026, it may close earlier if a sufficient number of qualified applications is received.

Under general direction, supervises a group of dispatchers in the operations of the 911 Communications Center involving multiple priorities, complex and numerous tasks and deadlines. Ensures the effective receipt and dispatch of emergency and non-emergency telephone and radio calls from and to police and fire personnel and citizens, and perform other duties as assigned.

DISTINGUISHING CHARACTERISTICS:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

• Under general direction, supervises a group of dispatchers in the operations of assigned shift.
• Supervise, direct and oversee the organization, staffing and operational activities for a dispatch shift.
• Identify opportunities for improving service delivery methods and procedures; identify resource needs; review with appropriate management staff; implement improvements.
• Review the work plan for assigned dispatch services and activities on assigned shift; assign work activities and projects; monitor workflow; review and evaluate work products, methods and procedures; meet with employees to identify and resolve problems on assigned shift.
• Receive emergency service calls from the public requesting law enforcement, ambulance, fire or other emergency service; determine nature, location and priority of emergency; dispatch emergency units as necessary.
• Maintain contact with all units on assignment using a two-way radio; maintain status and location of public safety units; provide timely and accurate directions to public safety units responding to emergency calls; maintain daily log of all field calls and units dispatched.
• Monitor, receive, disseminate and transmit information for the Police department and other agencies via a teletype machine.
• Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement, emergency medical and fire agencies; coordinate wreckers as needed; operate TDD as needed.
• Answer non-emergency calls for assistance; take reports over the telephone; answer and dispatch maintenance service emergencies during evenings, weekends and holidays; contact appropriate personnel for response.
• Communicate with walk-ins and provide general information or referrals as needed; receive and process burglar alarm calls; assist with the care of inmates in the city jail.
• Enter, update and retrieve information from NCIC/TCIC and other criminal information systems relating to wanted persons, warrants, stolen property, vehicle registration, stolen vehicles and other information.
• Maintain written records on a variety of log forms and time cards; process shift reports including all dispatch activities; distribute records and reports to sworn police personnel.
• Adhere to safe work practices and procedures.
• Respond to public inquiries in a courteous manner; provide information within the area of assignment; resolve complaints in an efficient and timely manner.
• Perform other duties as assigned.

EMPLOYMENT STANDARDS:

Knowledge of:

• Operational characteristics, services and activities of a police dispatch program.
• TLETS rules and regulations governing operation of teletype transmitting and receiving.
• Modern and complex principles and practices of dispatching and operation of communication equipment.
• Principles of supervision, training and performance evaluation.
• Principles and procedures of record keeping.
• Operations, services and activities of the City.
• Pertinent Federal, State and local laws, codes and regulations.

Ability to:

• Select, supervise, train, and coordinate the work of subordinate employees.
• Effectively work and multi-task in a fast-paced working environment with many distractions.
• Recommend and implement goals and objectives for providing effective police dispatching services.
• Interpret and explain City and departmental policies and procedures.
• Prepare clear and concise reports.
• Interpret and apply Federal, State and local policies, laws, and regulations.
• Work independently in the absence of supervision.
• Establish and maintain effective working relationships with those contacted in the course of work.

Education, Training and Experience:

• High School diploma or GED equivalent.
• Twoyears of responsible dispatching experience.

Licenses and Certificates:

• A valid State driver's license is required at the time of appointment and must be maintained throughout employment.
• Possession of an appropriate, valid TCIC/NCIC and TLETS certification.
• Possession of an appropriate, valid TCOLE Basic Telecommunicator certification.

PHYSICAL AND MENTAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; use hands to handle, feel or operate objects, tools or controls; reach with hands and arms; and perform repetitive movements of hands or wrists.

Specific vision abilities required for this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals.

WORK ENVIRONMENT:

The employee works in an office environment where the noise level is of medium volume. Certain positions within the classification may require availability to work flexible schedule.