Public Safety Dispatcher - 911 Communications

City of Wylie; Wylie (TX); On-site; USD 42,000 - 55,000; Full time

Job summary

The City of Wylie in Texas is seeking a Dispatcher for its 911 Communications division. The role involves receiving emergency requests and operating telecommunications equipment while ensuring effective communication under pressure.

Candidates should have at least a high school diploma, preferably with experience in municipal dispatching. Certifications must be obtained within a year, and the role can involve extended hours during emergencies or high-workload situations.

Qualifications

• Six months or more of municipal police, fire, and 911 enhanced dispatching experience preferred.
• Telecommunications certification must be obtained within 1 year of employment.
• Completion of National Incident Management System (NIMS) training after hire.

Responsibilities

• Answers multi-line telephones and takes 911 calls.
• Provides Emergency Medical Dispatch rescue assistance.
• Documents all activity for public safety personnel.

Skills

Emergency Medical Dispatching

Multi-line phone handling

Effective communication

Problem-solving under pressure

Education

High School Diploma or equivalent

Tools

Telecommunications equipment

Job description

The City of Wylie's 911 Communications division is seeking a Dispatcher. The selected applicant will receive requests for Police, Fire, Emergency Medical Services, Animal Control and Utilities. Dispatcher will operate telecommunications equipment, prepare reports, maintain files, and perform related duties. Must be available to work regular and irregular shift rotations, including weekends and holidays, and be prepared for extended hours during emergencies, disasters, or other high‐workload situations. Orientation period is a full 12 months.

Supervision is provided by the Communications Supervisor.

The 911 Communications division offers lateral transfers for individuals with 911 Communications experience. Starting salary will be determined by years of experience as a Public Safety Dispatcher.

Responsibilities

• Answers multi‑line telephones; takes 911 calls. Quickly analyzes complex information in emergency or dangerous situations and makes life or death decisions.
• Provides Emergency Medical Dispatch (EMD) rescue assistance; triages incoming requests for emergency medical service to determine the level of response; provides pre‑arrival instructions to the caller including but not limited to cardiac arrest, airway management, control of bleeding and assisting with childbirth. Must use established Emergency Medical Dispatch protocols to immediately provide help to the victim or other party; operate within an established quality assurance standard of service.
• Communicates effectively, courteously and clearly in English, both verbally and in writing, speaking distinctly, responding promptly. Communicates with irate, hysterical, aggressive and/or abusive individuals while maintaining composure and attempting to verbally calm them.
• Hears in the normal range.
• Simultaneously listens to and comprehends both telephone and radio traffic.
• Assists and records requests for police, fire and emergency medical services from the public and departmental personnel via telephone, radios and in person.
• Comprehends and applies City ordinances, policies and procedures.
• Adheres strictly to the Department Code of Conduct and directives.
• Documents all activity, locations and status in the computer aided dispatch system for public safety personnel, quickly disseminating any additional information.
• Operates computer terminals for specialized access with various automated data banks in compliance with all applicable laws.
• Works in a confined area for 12 hours and remains seated for long periods of time entering data into various computer systems on a constant basis.
• Simultaneously inputs, retrieves and maintains information, reading from multiple computer screens and printouts while operating multiple keyboards.
• Operates multi‑channel public safety radio system.
• Assigns appropriate public safety personnel for routine and emergency calls for service.
• Concentrates on tasks through many distractions.
• Operates and performs maintenance of equipment, e.g., video, audio and printing equipment.
• Attends training/schools/seminars and other City related events requiring travel.
• Performs in a manner that cannot pose a direct threat to the health/safety of self and/or others.
• Supports other departments during non‑standard business hours.
• Maintains an excellent attendance record. Rarely absent or tardy.
• Subject to call‑out on occasion.
• Female Dispatchers may be required to search female prisoners, if needed.
• As requested, assists in training of various City of Wylie public safety employees.
• As requested by a member of management, performs temporary supervision in the absence of the Communications Supervisor.
• Attends and testifies in criminal and civil courts when summoned.
• Performs as a responsible steward of the public trust and strives for excellence in public service, enhancing the quality of life for all.
• Acts in a civil, respectful manner at all times to management, co‑workers and others.
• Other duties as may be assigned.

Qualifications

High School Diploma or equivalent. Six months or more of municipal Police, Fire, and 911 Enhanced dispatching experience is preferred. Telecommunications Certification as issued by the Texas Commission on Law Enforcement Officers Standards and Education and Emergency Medical Dispatcher (EMD) must be obtained within 1 year of employment and maintained as a condition of continued employment. Completion of National Incident Management System (NIMS) training courses as outlined by Emergency Management after hire.

Physical Strength Required

Low: Exerting up to 20 pounds occasionally, 10 pounds frequently or negligible amounts constantly. Position carries the possibility of exposure to infectious diseases through contact with prisoners, detainees and other public safety personnel. Position has a high stress level due to constant radio/telephone/public traffic and the nature of the emergency/public safety environment.

Physical Activities Required

Balancing, Bending, Carrying, Climbing, Crawling, Crouching, Fine Dexterity, Handling, Hearing, Kneeling, Lifting, Pushing/Pulling, Reaching, Sitting, Standing, Talking, Twisting, Vision, Walking.

Primary Work Environment

Indoors

Shift Work

Yes

Call‑Out

Yes