Dispatcher, Customer Service​/HelpDesk

The Texas Emergency Communications Center is seeking qualified applicants to fill the position of Communications Dispatcher.

Process both emergency and non-emergency calls from the public and external agencies. Utilize the Computer-Aided Dispatch (CAD) system to dispatch appropriate apparatus. Continuously monitor public safety units pre- and post-dispatch, track unit status, and respond to all requests for service.

• Utilize the Priority Dispatch System to interact with callers, determine location, obtain the nature of the emergency, and send appropriate response.
• Follows pre-determined protocols to provide emergency medical and safety instructions to callers during high-risk situations until appropriate field units arrive on scene.
• Maintains a positive customer service attitude at all times with the public, user agency members, co-workers, and supervisors.
• Ability to demonstrate understanding, compassion, and empathy.
• Contributes to the agency’s mission, vision, and values.
• Constantly monitor the status and location of on-duty units using CAD and other tools.
• Relay vital information to responding units.
• Ensure notifications are made to appropriate agencies including, but not limited to other responders, dispatch centers, alarm monitoring centers, and utility companies.
• Ensure compliance with IAED Code of Ethics.
• Flexibility in shift coverage to ensure proper staffing levels.
• Perform other related assignments and duties, as needed, or directed.

• Strong knowledge of the principles, practices, and techniques of emergency dispatch
• Working knowledge of FCC rules and regulations governing radio usage.
• Ability to react well under pressure while exercising good judgement.
• Ability to deal with sensitive information in a discreet and professional manner while maintaining confidentiality.
• Ability to multi-task efficiently in a fast-paced, stressful environment.
• Ability to type a minimum of 40 wpm.
• Ability to operate radio, telephone, and computer systems under routine, emergency, and high stress conditions in a confined work area for long periods of time.
• Ability to work 24-hour shifts, overtime, and holidays.
• Must be a strong communicator and possess strong problem-solving skills.
• Must be able to maintain a professional work demeanor.
• Primary language for communication is English, but the ability to speak other languages is helpful.

• Must have adequate hearing, manual dexterity, and remain alert in order to perform all essential tasks.
• Use of hands and fingers to utilize different systems to touch, hear, and talk.
• Possibility of wearing a headset for long periods of time.
• Visual ability to perceive the full range of the color spectrum and ability to adjust focus.
• Will be required to sit and/or stand for long periods of time.

• Must be at least 21 years of age with a High School diploma or GED.
• Minimum 1 year of 911 emergency services dispatch experience required
• 2 years of emergency medical and fire dispatch preferred
• Current EMD and EFD certifications from the International Academies of Emergency Dispatch preferred.
• Current AHA Provider CPR certification or equivalent

• Base salary $70,200.00