911 Telecommunications Officer

Emergency Communications Telecommunicator

Reporting directly to a Telecom Supervisor, responsible for answering and transferring emergency and non-emergency calls from multi-line phone systems as well as dispatching calls to appropriate law enforcement, fire, and emergency medical service agencies.

• Answers and transfers emergency and non-emergency calls from multi-line phone systems
• Processes teletype information and complete in-house system computer searches
• Operates radio console consisting of numerous talk groups
• Maintains data entry log of all phone calls and radio traffic in Computer Aided Dispatch (CAD) system
• Maintains professionalism and confidentiality in all matters
• Maintains proficiency in all aspects of Emergency Communications; maintains licensing, certifications, and credentialing standards
• Informs direct supervisor of concerns regarding work progress, barriers, and red flags
• Coordinates with all emergency service groups in the county and region; works with state and federal agencies as needed
• Attends meetings, conferences, workshops, and training sessions and reviews publications and audio-visual materials to become and remain current on principles, practices, and new developments in assigned work areas
• Obtains access to TCIC/NCIC/TLETS systems
• Readily complies with departmental and county-wide policies and procedures
• Performs special duties as assigned

Organization Relationships

• Reports directly to – Telecom Supervisor
• Direct Reports – No

Physical Demands

• Position involves occasionally lifting objects weighing over 50 lbs.
• Position involves speaking and hearing English clearly
• Position involves maintaining composure during extremely stressful situations for extended periods of time
• Position involves being stationary at a communications console for extended lengths of time
• Position involves continual use of a computer keyboard and other peripheral devices

Environmental Factors

• Work is primarily indoors in an air-conditioned environment
• High-volume, fast-paced environment dealing with life-threatening situations
• Constant contact with the public under duress and in crisis situations; exposure to psychological and emotional stress of the public and public safety personnel
• May deploy to the field providing incident-based communications

Irregular Hours

• Work designated schedule and other hours as required to meet customer needs, including nights, weekends and holidays
• Work 12 hour shifts and occasionally required to work mandatory overtime and be available for emergency callback at any time
• Monthly trainings and miscellaneous trainings may occur on scheduled days off
• Essential Personnel for Emergency Situations; discretion of Department Director
• Regular attendance is required

• High school diploma or equivalent
• Two (2) years of customer service experience; OR an equivalent combination of education and experience
• Data entry and typing efficiency at a minimum of 35 wpm
• Knowledge of modern office procedures and computer equipment
• Must meet eligibility requirements to be granted systems access to TCIC/NCIC/TLETS systems per the CJIS Security Policy

Licenses And Certifications

Required within thirty (30) days of employment

• Valid driver's license

Required within ninety (90) days of employment

• Texas Commission on Law Enforcement (TCOLE) Telecommunicator license
• Williamson County Emergency Communications (WCEC) credentialing in call taking

Required within one (1) year of employment

• Telecommunications Device for the Deaf (TDD) certification
• Texas Law Enforcement Telecommunications System (TLETS), Texas Crime Information Center (TCIC), and National Crime Information Center (NCIC) full access certifications
• Federal Emergency Management Agency (FEMA) Incident Command System (ICS) 100, 200, 700, 800
• CPR/AED certification
• International Academy of Emergency Dispatch (IAED), Emergency Medical Dispatch (EMD), Emergency Fire Dispatch (EFD), and Emergency Police Dispatch (EPD) certifications
• Williamson County Emergency Communications (WCEC) credentialing in:
• call taking
• either law enforcement radio dispatching or fire/emergency medical dispatching

Required within two (2) years of employment

• Williamson…