Communications - Telecommunicator I​/II​/III​/IV​/V

Job Title

Under general supervision, to perform a variety of critical duties to include receiving, prioritizing, and dispatching calls for service in the police and fire communications center.

This position exercises no supervision.

Receive, evaluate, prioritize, and dispatch police, fire, and EMS units to emergency and non-emergency calls for service within assigned districts.

Maintain accurate radio logs, recordings and status control devices.

Receive and extract information of an emergency nature, including caller information, nature of emergency, location, and phone number.

Respond to complaints, requests for assistance, and inquiries from the public by referring callers to the appropriate division or department, or by providing accurate information directly.

Answer telephone requests from the public for information concerning City policies, procedures, and activities in a professional and courteous manner.

Input and retrieve a variety of public safety information using a computer terminal.

Perform entry, update, retrieval, and documentation from various files available via the NLETS/TLETS systems.

Use telecommunications systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.

Assist in the training, mentoring, and evaluating new communications personnel, as assigned.

Operate and monitor office and communications equipment, including computer terminals, printers, radio consoles, and 24-hour communications recording systems.

Perform other job-related duties and responsibilities as assigned.

Knowledge of:
English usage, including spelling, vocabulary, grammar, and punctuation.

Procedures, principles, and policies of police, fire, EMS, and City operations.

Principles of customer service and public relations, especially in high-stress or emotionally charged situations.

Skill to:
Operate a variety of communications equipment including multi-line telephones, printers, and two-way radios.

Operate office equipment, computers, and software applications efficiently and accurately.

Type a minimum of 40 words per minute with accuracy.

Perform accurate computations, data entry, and tabulations in a fast-paced environment.

Prioritize multiple tasks simultaneously, maintaining attention to detail while handling competing demands.

Ability to:
Deliver exceptional customer service to citizens, coworkers, and partner agencies with professionalism and empathy.

Learn, retain, and apply geographic knowledge of streets, landmarks, and service areas.

Understand, interpret, and follow oral and written instructions and procedures.

Maintain confidentiality and safeguard sensitive law enforcement, fire, EMS, and personal information.

Provide life-saving instructions over the telephone, including CPR and first aid, by following Emergency Medical Dispatch procedures using software or reference guides.

Interact with City employees and the public tactfully and courteously.

Work under pressure, exercise good judgment, and make sound decisions in emergency situations, including de-escalation of upset citizens.

Communicate clearly, concisely, and professionally, both orally and in writing.

Work varied and extended shifts, including nights, weekends, and holidays, as required by 24-hour operations.

Monitor and effectively use multiple computer programs, databases, and radio talk groups simultaneously.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

Perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:

Telecommunicator I

Experience:

Previous experience in data entry is preferred.

Education/Training: A high school diploma or GED is required.

License or Certificate:
The ability to obtain a Telecommunicator Certification through the Texas Commission on Law Enforcement is required.

Telecommunicator II

Experience:

An active license or appointment, one (1) year of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Basic Certification is required.

Telecommunicator III

Experience:

An active license or appointment, two (2) years of service under Texas Commission on Law Enforcement (TCOLE), all required courses, and Intermediate Certification is required.

Must be available for console and classroom training as needed for the division, and attend required courses associated with training

Telecommunicator IV

Experience:

An active license or appointment, four (4) years of…