Telecommunicator

City of Cleveland; Cleveland (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

City of Cleveland seeks a skilled emergency dispatcher to answer 911 lines, gather critical information, and dispatch police, fire, or medical units. The role requires composure under pressure and precise data entry across CAD and radio systems.

Responsibilities include crisis support, interagency coordination, and maintaining TCIC/NCIC databases. Candidates should have a high school diploma and relevant dispatch experience; training is provided for scalable shifts.

Qualifications

• Requires High School Diploma or GED.
• Prefer 1+ year of public safety telecommunications/911 dispatch experience.

Responsibilities

• Answer emergency lines for Fire, Police, and EMS; gather critical information and prioritize responses.
• Operate multi-line phones, radios, and CAD systems; document calls quickly and accurately.
• Maintain crisis readiness; assist callers in distress and coordinate with agencies.
• Update TCIC/NCIC/TLETS/NLETS databases and related records.
• Train and support new dispatch staff; ensure understanding of policies and systems.

Skills

Calm under pressure

Crisis communication

Multitasking

Data entry

Radio procedures

Education

High School Diploma or GED

Tools

CAD systems

TCIC/NCIC databases

Job description

Position SummaryCommunicates and responds emergency and non-emergency calls, gathering critical information, and dispatching the appropriate police, fire, or medical units. Remains calm under pressure, provides life-saving instructions when needed, and coordinates responses efficiently. Ensures the safety and well-being of both the community and first responders by delivering clear, accurate, and timely communicationWork Schedule:8-Hour Shifts / Shift Hours Vary by Assignment / Schedule Subject to ChangeJob ResponsibilitiesEssential Functions:Pursuant to the Americans with Disabilities Act (ADA), the following duties and responsibilities areconsidered essential functions of this position. The duties listed below are representative of the work performed and are not intendedto be all-inclusive. Duties and responsibilities may include, but are not limited to, the following. Additional duties may be assigned asnecessary to meet the operational needs of the City.Answers emergency telephone lines for Fire, Police and EMS in a timely efficient manner; gathers information from callers including nature, severity, location and status of emergencies; assesses calls and prioritizes need for response; dispatches services accordingly.Operates multi-line telephone systems, radios, and computer-aided dispatch equipment; accesses and utilizes databases, monitors security and surveillance systems, and documents all calls, actions, and information quickly and accurately.Provides competent crisis management; supports callers experiencing trauma, panic, or grief; remains calm and composed while gathering information; determines and coordinates communication to centers, agencies, and jurisdictions dispatching appropriate personnel.Assists Fire, EMS and Police Officers by relaying information regarding calls for service.Notifies appropriate entities related to problems or complaints under their jurisdiction.Answers Police Department administrative telephones and directs calls to requested or appropriate individual or department.Communicates, collaborates, and engages with other agencies for any mutual aid; facilitates interdepartmental communication during large-scale events relaying any information to animal control, highway patrol, or specialized units as needed.Supporting emergency management efforts during natural disasters or mass casualty incidents.Receives visitors and provides information to the public consistent with departmental policyEnters, maintains, updates and researchs information into TCIC/NCIC and TLETS/NLETS databases; serves as a coordinator and point of contact for the administration of systems supporting dispatch services.Tests and troubleshoots telephone and computer dispatch equipment ensuring functionality and operational capability. TelecommunicationsTrains, teaches, and supports new hires and part-time dispatch staff ensuring full understanding of all policies, procedures, jurisdictional boundaries, and the use of all systems and software.Researches and responds to inquiries from other law enforcement agencies and departments; ensures record accuracy, maintains information, and keeps all necessary databases up to date and current.Completes data entry of police records and citations; assists supervisor with reports for the housing authority and other agencies.Performs other duties as assigned.Job RequirementsKnowledge of –Police emergency response practices and proceduresTCIC/NCIC and TLETS/NLETS rules, regulations and requirementsMethods, practices and procedures for responding to and dispatching emergency servicesComputers and related equipment, hardware and software for researching, retrieving, and maintaining a variety of informational and tracking databasesState, federal and municipal laws to apply to positionCity policies and ordinances that are applicableGeographic area served and related areasAbility to–Read, analyze, and interpret reports and documents.Effectively communicate orally and in writing with co-workers, citizens.Remain calm in a crisis situation.Work in stressful and potential hostile environment.Work in confined space for extended periods of time.Multitask between phone calls, entering data into computers and responding to radio calls.Communicate effectively orally and in writing.Establish and maintain effective working relationships with superiors, subordinates, associates, officials of other agencies, and the general public.Pass a background criminal check as well as drug screen test and pre-employment physical.Must be available to work varying shifts, weekends and holidaysEducation and Experience:High School Diploma or GED is required.Minimum of one (1) year of prior 911 emergency dispatch or public safety telecommunications experience preferred.Licenses, Certifications, and Equipment:Must obtain the required Telecommunicator License issued by the Texas Commission on Law Enforcement (TCOLE) within the required timeframe following employment.Must obtain and maintain required Texas Crime Information Center/National Crime Information Center (TCIC/NCIC) certification and authorization.Must maintain all required TCOLE licenses, certifications, training, and qualifications throughout employment.Must be able to operate department-issued communications equipment, including radio, telephone, computer-aided dispatch, and other systems or equipment required to perform assigned duties.TelecommunicationsMust meet all applicable eligibility requirements established by TCOLE and the Department for the position.Physical Requirements and Work Environment:Work is primarily performed in a public safety communications and dispatch environment with minimal physical labor. Must be able to sit for prolonged periods while operating computers, telephones, radios, and other communications equipment. Must possess sufficient visual acuityto read and monitor multiple computer screens and distinguish colors and visual indicators necessary to perform assigned duties. Must possess sufficient hearing and verbal communication abilities to receive, understand, and accurately communicate information by telephone, radio, andin person. Must be able to lift and/or move items weighing up to 25 pounds. The position requires frequent interaction with law enforcement personnel, emergency responders, other City staff, outside agencies, and members of the public, including individuals experiencing stressful oremergency situations. Work requires prolonged periods of concentration, the ability to manage multiple tasks simultaneously, and the ability to perform effectively in a fast-paced and high-stressenvironment