Dispatcher, Customer Service​/HelpDesk

Job Summary

Under general supervision, receive requests for police, fire, and emergency medical services. Dispatch and deploy public safety units and notify other support services.

Provide pre-arrival emergency medical instructions. Operate various telecommunications equipment. Prepare reports and maintain files.

Work a minimum of 80 hours per pay period unless otherwise pre-approved by the Communications Supervisor. This position functions at a high stress level and may deal with life-and-death situations. Applicants/employees must be able to multi-task, think clearly, and remain calm at all times. Perform other related duties as required.

The position is for the Night Watch from 7p-7a, with Sunday, Monday, Tuesday and every other Wednesday off. There will be several opportunities to work additional hours when applicable.

The hourly rate of pay is determined on the applicant's experience.

• Answer multi-line telephones including 9-1-1 lines.
• Communicate effectively, courteously, and clearly in English, verbally and in writing; includes speaking distinctly, responding promptly, hearing efficiently to perform the essential functions necessary to protect the safety of the public and responders.
• Communicate with hearing/speech-impaired citizens by operating specialized software.
• Perform multiple tasks at one time, e.g., talk on a phone and directly input data into a computer.
• Simultaneously listen to and comprehend telephone, radio, and interoffice communications while processing calls for service.
• Operate multi-channel public safety radio system, including interoperable communications with other agencies.
• Correctly process and record requests for police and fire, utilizing direct entry into a computer-aided dispatch system or by following manual call processing procedures.
• Assign appropriate units; document all activity including location and status; quickly disseminate any additional information.
• Document all activity, location, and status in the Computer-Aided Dispatch system for public safety personnel; quickly and correctly disseminate any additional information.
• Read and accurately interpret electronic maps to locate, track, provide information to responders, and/or deploy units.
• Operate computers and websites to access information requested by public safety personnel, the public, or other City personnel, TCIC/NCIC, etc.
• Simultaneously input, retrieve, and maintain information, reading from both computer screens and printouts, utilizing multiple keyboards.
• Work in a confined area for 8 to 12 hours for long periods of time entering data into various computer systems.
• Operate in low-light conditions, discerning distinct colors used by a computer-aided dispatch system, 9-1-1 telephone equipment, or other visual resources.
• Concentrate on assigned tasks through many distractions.
• Monitor and identify activations of various alarm systems, following defined department protocols.
• Operate safely a wide range of equipment, e.g., door monitors and locks, printers, voice recorders, intercoms, alarm panels, weather monitoring devices, television monitors, copiers, document shredders, etc.
• Prepare traffic court files which includes processing bonds and collecting fines & fees.
• Comprehend and apply state laws, city ordinances, city and departmental policies and procedures.
• Attend training schools/seminars and other city related events.
• Maintain high level of confidentiality.
• Read and accurately interpret graphic material in print and computer formats.
• Read written materials prepared in handwritten and multi-font print formats.
• Must not pose a threat to the health/safety of self or others.
• Remain aware of the security of the Public Safety and immediately report any suspicious persons/activities to a supervisor.
• Independently make and carry out effective and timely decisions.
• Competently perform under stress when confronted with emergency and critical situations.
• Perform a variety of tasks, transitioning quickly from one to another while maintaining proficiency and composure.

High school diploma or G.E.D. certificate required. It is preferred to have a current CPR certification, EMD Certification through International Academies of Emergency Dispatch (IAED), and a Texas Basic Telecommunications certificate.

Must pass a background investigation that meets all local, state, and federal requirements and be without felony convictions.

Must successfully complete all phases of training provided by the Southside Place Police Department and demonstrate proficiency in each of the assigned areas: 911/Calltaker, Fire/EMS Records & Information (NCIC), and Police dispatch.

Must have acceptable working knowledge of computer operations, stressing accuracy and speed.

Must be able to independently make and carry out effective and timely decisions; competently perform under stress when confronted with emergency and critical situations; perform a variety of tasks, transitioning quickly from one to another while…