Public Safety Dispatcher

911 Dispatcher

Welcome to the City of Lewisville's 911 Dispatcher selection process! We are excited about your interest in joining our team and look forward to learning more about you and the experience you can bring to our community.

Below, you will find an overview of the steps in our selection process. Because this process includes several steps, it may take some time to complete. We appreciate your patience and cooperation throughout the process.

Selection Process Steps:

Operates radio, telephone, and related communications equipment to receive and relay information; prioritizes and assigns appropriate resources for emergency and non-emergency service calls for assigned areas of responsibility; maintains logs and records of all activities as required; provides support information to first responders, the public, and other public safety agencies as required. Work is performed under close supervision, with guidance provided on complex situations.

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Employees progress to the full-performance level within the dispatcher classification, supported by specialized training, skill development, and demonstrated performance excellence.
• Work under immediate supervision while learning assigned job tasks within the scope of established policies, procedures, and pertinent regulations.
• Receive technical and/or functional supervision from higher levels.
• Answer and prioritize emergency (9-1-1) and non-emergency calls for service; determine the nature and urgency of requests; dispatch appropriate resources; and provide pre-arrival medical instructions when required; and may provide medical instructions prior to EMS arriving as needed.
• Operate Computer-Aided Dispatch (CAD) and automated data systems to retrieve and enter information from local, state, and federal databases (TCIC/NCIC).
• Maintain real-time awareness of unit status, locations, and building security systems; ensure readiness for additional calls.
• Request additional resources and mutual aid from other agencies or jurisdictions when necessary.
• Maintain and update records, including street indexes, repossession logs, and emergency resource files.
• Enter and clear records in databases for protection orders, warrants, missing persons, stolen vehicles, and other property.
• Prepare and maintain accurate logs, reports, and documentation in compliance with department and legal requirements.
• Perform related duties as assigned by leadership.

Education:

High School Diploma or GED required.

Experience:

Communication skills and working on a diverse team. Prior experience in public safety communications, dispatch, or law enforcement support or a call-center environment;
Bilingual skills (Spanish preferred);
Familiarity with Computer-Aided-Dispatch Systems and radio systems preferred.

Licenses and

Certifications:

Texas Commission on Law Enforcement (TCOLE) Telecommunicator License within one year from hire date. TCIC/NCIC Full Access Certification within six months from hire date. Emergency Medical Dispatch (EMD) Certification and CPR within six months of hire date. Other licenses and certifications as required by Local, State, and Federal entities.

Conditions of Employment:
Must submit to and pass a skills assessment examination. Preference may be given to candidates who have previously passed a skills assessment; successfully passing typing test, 45+ WPM; must submit to and pass a pre-employment drug test; must be at least 18 years of age; must be a US Citizen as required by TCOLE; must pass background checks including Fingerprinting check, polygraph and psychological exam.

Other Requirements:
Flexibility to work a variety of schedules including 8, 10, or 12 hours shifts, including nights, weekends, holidays, and during severe weather or emergency activations. This position is essential to emergency operations and may require the employee to work their regular schedule or additional hours during critical incidents, extended emergency responses, or recovery efforts. Assignments may be directed by the employee's supervisor, Department Head or designee, or the City Manager or designee.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

Knowledge of:
Policies and procedures as outlined by the City; principles of first aid; standard modern office equipment; two-way radios; and multitasking techniques.

Skilled in:
Learning and complying with standard operating procedures, and departmental policies and procedures; communicating effectively with a wide variety of people under…