Telecommunicator III

Summary

Candidates must be actively working as a Public Safety Answering Point Telecommunicator (dispatcher) to be considered. If you are not currently working as a dispatcher, we encourage you to apply for the Pottawattamie County Telecommunicator I (calltaker) position.

• A 911 Telecommunicator III works directly with the public, law enforcement, fire departments, and various other public safety agencies to provide both emergency and non‑emergency responses to incidents within our County.
• Operates all radio consoles and ancillary equipment providing appropriate command, control and support information to public safety responders.
• Dispatches law enforcement, fire and emergency medical services personnel in adherence with established policies and procedures. Tracks and documents current status of personnel and equipment dispatched.
• Operates the NCIC/I.O.W.A. systems terminal, providing support to authorized public safety personnel and agencies, in accordance with local, state and federal regulations.
• Receive incoming emergency and non‑emergency calls via telephone, text, video, or data feeds, using established protocols and technology.
• Communicate effectively and empathetically with callers in crisis, providing pre‑arrival and post‑dispatch instructions (e.g., CPR, active shooter, medical emergencies) while maintaining composure under pressure.
• Interpret and verify caller location and incident data using mapping software, GIS tools, and automated location systems to ensure precise response coordination.
• Manage multiple incidents simultaneously, demonstrating strong critical thinking, prioritization, and decision‑making skills in high‑stress situations.
• Document incident details accurately and efficiently while maintaining situational awareness and ensuring responder safety.
• Utilize specialized communication resources, including TDD/relay services, language interpretation, and text‑to‑911, to assist callers with disabilities or language barriers.
• Adhere to all operational policies, legal standards, and confidentiality requirements while maintaining ongoing training, certifications, and professional development.

• Knowledge of or ability to learn geography of Pottawattamie County, including street locations and common places.
• Ability to read, write and speak the English language proficiently and communicate clearly and effectively.
• Ability to communicate tactfully and efficiently with the public, including those who are frightened, incoherent, or hostile while simultaneously coordinating an emergency response.
• Ability to simultaneously communicate, interpret communications, and enter data into multiple software systems with speed and accuracy while managing frequent interruptions.
• Proficiency with Windows‑based and various other software applications, and telecommunications equipment.
• Quickly learn, retain, and apply knowledge of the policies, procedures, laws, ordinances, regulations, and geographical data affecting public safety call‑taking and be able to apply them appropriately.
• Utilize logic, critical thinking, and sound judgment to analyze data, problem‑solve and make rapid decisions from information that may be confusing, hostile, disjointed and/or incomplete.
• Maintain confidentiality and demonstrate tact and trustworthiness with sensitive information.
• Willing and able to work rotating 12‑hour shifts (0600–1800 or 1800–0600) – including nights, weekends, holidays (time and a half if working) – and report during inclement weather or emergency call‑backs to maintain 24/7 coverage. Maintain regular, reliable, and punctual attendance.
• Strong attention to detail.

• Must be a current PSAP Telecommunicator. Years of experience will be considered upon hire; the listed starting pay may not reflect actual starting pay.
• Must be at least 18 years old with a high school diploma or GED.
• Valid driver's license and authorization to work in the U.S. (citizen or legal resident).
• Required completion of ILEA 40‑hour or equivalent Basic Telecommunicator course provided by agency and the following certifications: