Telecommunicator II

City of Independence - Emergency Communications Center, 17220 Medical Center Parkway, Independence, Missouri, United States of America

Posted Tuesday, April 28, 2026 at 6:00 AM

The Communications Unit is establishing an eligibility list for the position of Tele-Communicator II. This position serves in a lead and supervisory capacity, providing operational support, mentorship, and technical guidance to Tele-Communicator I staff while assisting Communications Center supervisory personnel with daily operations. The Tele-Communicator II position plays a critical role in ensuring that emergency and non-emergency communications are handled accurately, efficiently, and professionally.

• Supervise and support Tele-Communicator I staff by assigning, prioritizing, and monitoring workload to maintain effective shift operations.
• Supervise a squad of Tele-Communicator I staff based on assigned shift, including responsibilities such as payroll review, scheduling, and performance evaluations.
• Monitor radio and telephone activity to ensure compliance with departmental policies, procedures, and service quality standards.
• Mentor and assist staff with complex, high-priority, or critical calls for service.
• Provide feedback and assist with training initiatives to maintain and enhance the quality of communications services.
• Promote teamwork, professionalism, and effective communication across all shifts.
• Serve as a lead dispatcher and technical resource during assigned shifts.

High school diploma or GED and two (2) years’ experience as a Telecommunicator I, preferably with the City of Independence Communication Center or two (2) years’ experience as a Telecommunicator, call taker or dispatcher in a comparable size and structured public safety answering environment or related experience as a trainer in a call center, or dispatch center work setting and/or other relevant work experience.

MULES certified and NIMS training completed within one (1) year of hire. Disqualifying factors may include, but are not limited to, disciplinary issues (letter of reprimand or above within the last two years), documented abuse of leave time, or if the employee is currently on a performance improvement plan. Any applicant who has received discipline within the last two years will be forwarded to the Deputy Chief’s office for review and consideration for continuation in the application process.

• Strong working knowledge of CAD systems, radio procedures, and call-taking protocols.
• Demonstrate strong communication, leadership, and decision-making abilities, particularly in high-pressure environments.
• The ability to coach, mentor, and guide peers in a positive, professional, and team-oriented manner.
• Familiarity with FCC regulations, NCIC systems, departmental policies and procedures, and CWA contract provisions.

Required to sit, stand, hear, see, talk and use hands/fingers to handle, seize, hold, grasp, turn objects, reach and type.

Inside conditions with moderately loud environment and frequent phone communications of irrational, irate, angry or volatile persons during stressful emergency situations. Requires shift work, overtime, weekends, nights and holidays.

• Tele-Communicator II positions are assigned to both day shift and night shift.
• Shift assignments will be made in accordance with the current CWA contract.
• Pay scale is outlined in the current CWA contract. Additionally, any assignment(s) or work performed outside normal working hours will be compensated at one and a half times their normal rate of pay.

EQUAL OPPORTUNITY EMPLOYER – BILINGUAL SKILLS PREFERRED

The City of Independence is an Equal Opportunity Employer, and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The City of Independence is a background screening, drug-free workplace.

Human Resources Contact:
human resources-coi
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The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons.

Management reserves the right in coordination with the governing union (if applicable) to add, delete, or modify any and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions.