HomeMy WebLinkAboutEmergency Communications Operator, SeniorPage 1 of 2
City of Georgetown
JOB DESCRIPTION
Job Title: Emergency Communications Operator, Senior Effective Date: 10/01/2012
FLSA Category: Non-exempt Revision Date: 04/03/2014
SUMMARY: Under direction, receives calls for emergencies, police and fire service. Dispatches police and fire to calls for
service and entering accurate and concise data into the Computer Aided Dispatch computer system. This is the advanced
or master certification level in the Emergency Communications Operator series and is distinguished from level II by the
ability to perform the full range of duties assigned with only occasional instruction or assistance as needed. A high
degree of accuracy is required at all times. Incumbents in this classification must maintain constant awareness of the
consequences of error.
Applicants for this classification series should be aware that any offer of employment is conditional upon the applicant
passing: (1) hearing test, (2) drug screening (3) comprehensive criminal history background check, (4) medical
examination, and (5) Psychological Evaluation.
ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of
the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties
performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable
accommodations will be made as required. The job description does not constitute an employment agreement and is
subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to,
the following:
Answers emergency and non-emergency calls at the Police Station.
Gathers information from callers including nature, severity, location and status of emergencies.
Assesses need for response and dispatches services accordingly.
Assists Police Officers by relaying information regarding calls for service.
Documents and corrects 911 location premise errors in CAD (Computer Assisted Dispatch).
Enters data and maintains CAD for alarm permits and cautionary information in alert files.
Notifies appropriate entities related to problems or complaints under their jurisdiction.
Enters, maintains, updates and researches information into TCIC/NCIC (Texas Criminal Information Center and
National Criminal Information Center) and TLETS/NLETS (Texas Law Enforcement Telecommunications
System/National Law Enforcement Telecommunication System) databases.
Researches and responds to inquiries from other law enforcement agencies and departments.
Performs crisis intervention with distraught callers during high risk situations until appropriate emergency field
units arrive on scene.
Prepares clear and concise records and reports with comprehensive documentation in CAD (Computer Aided
Dispatch) system.
Performs computer-assisted and manual records checks for officers on individuals, locations, vehicles and other
property; verifies warrants or reports of stolen property.
Maintains constant awareness of status of mobile units and updates information as it changes.
Maintains, updates, and accesses various logs and computer data files for all officer activities (incident reports,
stolen or repossessed property logs, maps, shift logs, etc.).
May train new personnel on job responsibilities of Emergency Communications Operator I and II.
May lead ongoing training classes for existing personnel.
Participate in reviewing/creating/maintaining Training SOPs and Manuals for new hires.
May be required to act in a lead capacity during the absence of an Emergency Communications Supervisor
Participate in Division/Department public relations activities.
Performs other duties as assigned or required.
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MINIMUM QUALIFICATIONS:
Education, training and Experience Guidelines
High school diploma or equivalent. Four years of full-time experience in public safety telecommunications as a radio
and/or E911 operator.
Knowledge of:
The operations of an Emergency Communications Center.
Basic criminal classifications and civil situations.
Basic report preparation; writing and record keeping.
Emergency response practices and procedures.
TCIC/NCIC and TLETS/NLETS rules, regulations, and requirements.
Methods, practices and procedures for responding to and dispatching emergency services utilizing computer
aided dispatch system.
Computers and related equipment, hardware and software for researching, retrieving, and maintaining a variety
of informational and tracking databases.
City policies and procedures.
Skill in:
Customer service.
Oral and Written communication.
Analyzing complex situations and coordinating appropriate responses.
Providing clear and concise verbal instructions in an emergency situation.
Handling conflict and uncertain situations.
Using standard office and dispatch equipment, computer equipment, CAD and other software applications.
Comprehending and applying applicable laws, codes and regulations.
Working in close quarters and able to wear telephone/radio headset.
Working under stress and using sound judgment in emergencies.
Being assertive and calm in soliciting information from distressed callers.
Performing multiple tasks simultaneously.
Typing at a speed necessary for successful job performance.
Resolving customer complaints and concerns.
Responding effective and appropriately to emergency calls for assistance.
Learning and communicating emergency pre-arrival instructions (police and fire).
Establishing and maintaining effective working relationships with City employees, other law enforcement and fire
agencies, community members and the general public.
And knowledge to work in a “Lead” capacity.
LICENSES AND CERTIFICATION REQUIREMENTS
Advanced Telecommunicator Certificate from the Texas Commission on Law Enforcement Officer Standards and
Education
TLETS/NLETS Operators certificate
TCIC/NCIC Operators certificate
Must obtain Telecommunicator License within one year of employment.
Emergency Fire Dispatch (EFD) certificate preferred,
TDD/TTY certificate Communications Training Officer (CTO) certificate preferred*
*Must be issued by a nationally recognized professional standards organization such as the Association of Public Safety
Communications Officials – International.
Note: Out of state certifications equivalents will be accepted but must be converted to Texas certification within one year
from date of hire.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching,
crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls. Frequent repetitive motion
such as typing, data entry and extended vision of monitors.
Work area kept cool for computers; constant exposure to radio noise, dust